Phone Crashing and Network Problems AFTER 167 OTA!!!

kinguntas23 · July 2019

Alright, this issue has been shared by multiple users and I haven't seen any assuring replies that it is being worked on. The issue is that the phone has started randomly crashing out of nowhere in no particular situation. It's been twice that the phone has crashed while I was sleeping. After crashing the phone attemps to reboot but is stuck in the reboot logo for 2-3 attempts (The "Powered by Android" and "Asus" logos, you know that the current attempt is successful once you see those bouncy dots underneath Asus logo). Secondly, sometimes the WiFi and Network keep connecting and disconnecting again and again very fast.
These two issues are being constantly reported by so many users, all of them with the added fact that "This issue started after 167 update" so please don't tell me to go to a service station as this is very clearly a software issue. I've read reports of a couple phones eventually dying after crashing randomly for 3-4 days. I feel like my phone has this time bomb too. Please fix this issue before more phones die out of ignorance

Here's the bug report : https://drive.google.com/file/d/1-hzMebc4QyrGqeiSC34w1YVtqSogoQt1/view?usp=drivesdk

Anders_ASUS · August 2019

I'm really sorry but the solution to this issue is to contact the service center. The .167 update triggered a motherboard malfunction which only some units have had and it's natural that their owners find their way here.
"Fixing" it with software would only cover up a hardware related issue which will most likely popup later with some other update. You will get a new motherboard when you send it in and I'm sorry you were one of the affected people. You can discuss how to solve this as smoothly as possible with your service center.

kinguntas23 · August 2019

Anders_ASUS said:

I'm really sorry but the solution to this issue is to contact the service center. The .167 update triggered a motherboard malfunction which only some units have had and it's natural that their owners find their way here.
"Fixing" it with software would only cover up a hardware related issue which will most likely popup later with some other update. You will get a new motherboard when you send it in and I'm sorry you were one of the affected people. You can discuss how to solve this as smoothly as possible with your service center.

Thankyou. Very reassuring. I know dude your job must be so tough hearing so many complaints and all. Brand new devices, when they get bugs, it just hurts. I'll take it to the centre. Hey but, what if the new motherboard is also faulty though? What do I do then?

kikoly · August 2019

kinguntas23 said:

Anders_ASUS said:

I'm really sorry but the solution to this issue is to contact the service center. The .167 update triggered a motherboard malfunction which only some units have had and it's natural that their owners find their way here.
"Fixing" it with software would only cover up a hardware related issue which will most likely popup later with some other update. You will get a new motherboard when you send it in and I'm sorry you were one of the affected people. You can discuss how to solve this as smoothly as possible with your service center.

Thankyou. Very reassuring. I know dude your job must be so tough hearing so many complaints and all. Brand new devices, when they get bugs, it just hurts. I'll take it to the centre. Hey but, what if the new motherboard is also faulty though? What do I do then?

If there is still a problem after replacing the motherboard, you still need to go to the service center to replace it again. If the replacement problem persists after many times, you can ask the service center to replace the brand new phone.

coderedcomputing · August 2019

Any information on what "which only some units" refers to? Any sort of SN# or production range to know if it is safe to run the 167 OTA? I literally bought the phone this morning and now am seeing this HW error on these forums. Probably safer to just cancel the order the way this is looking.

CH_ASUS · August 2019

coderedcomputing said:

Any information on what "which only some units" refers to? Any sort of SN# or production range to know if it is safe to run the 167 OTA? I literally bought the phone this morning and now am seeing this HW error on these forums. Probably safer to just cancel the order the way this is looking.

Hi,

We have stopped .167 FOTA and users should receive .174 directly instead.
You may manually do this step by downloading the Update file here;
https://dlcdnets.asus.com/pub/ASUS/ZenFone/ZS630KL/UL-ASUS_I01WD-ASUS-16.1220.1906.174-1.1.1-user.zip

Br
CH

kas.malaquias · August 2019

I received this update and my phone is unusable, hangs and restarts at all times. Especially when opening the camera. But my problem has an aggravating, I bought the device in Portugal when I was on vacation, but I live in Brazil. Not even released zenfone 6, what do I do ?? I will be without phone and with the damage ?? It's a lack of respect for the consumer .. and this model is the Asus's flagship.

chrissfoot · August 2019

Anders_ASUS said:

I'm really sorry but the solution to this issue is to contact the service center. The .167 update triggered a motherboard malfunction which only some units have had and it's natural that their owners find their way here.
"Fixing" it with software would only cover up a hardware related issue which will most likely popup later with some other update. You will get a new motherboard when you send it in and I'm sorry you were one of the affected people. You can discuss how to solve this as smoothly as possible with your service center.

I have this issue, my phone is actually completely dead now. Asus support have told me I have no warranty on the phone and I have to pay for a repair because I bought it from another country. How can that be fair when i've had it less than a month and it's a manufacturing defect?

misc.mukund · August 2019

i have 174 firm ware but my phone is also going blank and goes into boot loop many times. as someone said unless the dts symbol comes it means boot loop continues. i got a email from support to try wipe cache but i am not able to go to that screen pressing volume down and power. is there any other way to wipe cache and see. altertively they are saying do a factory reset. but that means i need to set up the phone again. seems to be a big pain. the service centres in chennai, india arent picking up the calls even

_jis_ · August 2019

Anders_ASUS said:

The .167 update triggered a motherboard malfunction which only some units have had and it's natural that their owners find their way here.
"Fixing" it with software would only cover up a hardware related issue which will most likely popup later with some other update.

I understand that you do not want to mask HW problem with SW patch.

CH_ASUS said:

We have stopped .167 FOTA and users should receive .174 directly instead.

But what you actually did seems to be the opposite. You stopped 167, which caused HW to suffer, and quickly released 174, which probably does not. So probably a good number of users who skipped 167, still have a ticking bomb in their ZF6 that didn't get the chance to show up with version 174.

Anders_ASUS · August 2019

.167 caused a network issue in Game Genie and .174 was released to fix that issue. This is why we removed .167.

_jis_ · August 2019

Nice to know, but you have forgot to mention it (2.Fix GameGenie abnormal network traffics issue) here:
https://zentalk.asus.com/en/discussion/8474/190729-zenfone-6-zs630kl-eu-16-1220-1906-174#latest

So this "We have stopped .167 FOTA and users should receive .174 directly instead." was not related to motherboard malfunction, but with GameGenie bug.
So the motherboard malfunction can be triggered by any firmware update if the motherboard is defective, right?
So there is a bug in eMMC chip?

MrContar · August 2019

Anders_ASUS said:

I'm really sorry but the solution to this issue is to contact the service center. The .167 update triggered a motherboard malfunction which only some units have had and it's natural that their owners find their way here.
"Fixing" it with software would only cover up a hardware related issue which will most likely popup later with some other update. You will get a new motherboard when you send it in and I'm sorry you were one of the affected people. You can discuss how to solve this as smoothly as possible with your service center.

I don't think i have an asus service centre near me, cant see any in the uk, im having trouble talking to people at the uk support centre, id appreciate it if you would take a look at my question here: https://zentalk.asus.com/en/discussion/9365/asus-zenfone-6-rebooting-randomly-now-not-booting-at-all/p1?new=1 thanks

ferxo13 · August 2019

I read about this problem today because my phone rebooted by itself without an advise when I was using normally, I bought the phone last week and it had the .174 update but today my phone updated to .189 and look for the problem because it wasn't normal for me to happened that and find this answer and I don't know if I have the same problem with the motherboard.

mail.ilkka.hakala · September 2019

My device started having issues after .167 update. Phone started to reboot when idle, 2-6 times a week. I finally sent it to Asus service center last week. I also mentioned this thread and that the cause is probably a faulty motherboard.

Last Friday I got an email saying that my device is being tested. Another email today saying that all the testing is done and device has been sent back to me. It seemed like nothing had been done, so I called Asus. They told me that they’d been running Youtube for two hours without any hiccups so the device must be ok. WTF!?

What a total waste of time. Now I have to wait for the phone to come back and then send it to service center again. Since nothing’s been done it won’t work any better than before. Good job Asus.

kikoly · September 2019

mail.ilkka.hakala said:

My device started having issues after .167 update. Phone started to reboot when idle, 2-6 times a week. I finally sent it to Asus service center last week. I also mentioned this thread and that the cause is probably a faulty motherboard.

Last Friday I got an email saying that my device is being tested. Another email today saying that all the testing is done and device has been sent back to me. It seemed like nothing had been done, so I called Asus. They told me that they’d been running Youtube for two hours without any hiccups so the device must be ok. WTF!?

What a total waste of time. Now I have to wait for the phone to come back and then send it to service center again. Since nothing’s been done it won’t work any better than before. Good job Asus.

It is recommended that you create a new post for the problem you are experiencing. The moderator can help you to contact the service center.

kinguntas23 · September 2019

mail.ilkka.hakala said:

My device started having issues after .167 update. Phone started to reboot when idle, 2-6 times a week. I finally sent it to Asus service center last week. I also mentioned this thread and that the cause is probably a faulty motherboard.

Last Friday I got an email saying that my device is being tested. Another email today saying that all the testing is done and device has been sent back to me. It seemed like nothing had been done, so I called Asus. They told me that they’d been running Youtube for two hours without any hiccups so the device must be ok. WTF!?

What a total waste of time. Now I have to wait for the phone to come back and then send it to service center again. Since nothing’s been done it won’t work any better than before. Good job Asus.

I found the perfect way to deal with the lazy people at Indian service centres. I thinks it's just standard behavior of this Industry in India. There are very few people in this industry who know their job (In India). The people who hire these people are also just there for salaries. Nothing to blame on the company, it's just Indian tech industry. So next time, send the phone after doing a factory reset. The lazy people won't even be able to set the phone up completely without it crashing twice or thrice.

kinguntas23 · September 2019

Take Samsung for example, and I've visited many stores. The lady who dealt with me was showing me the Samsung Galaxy A80 (I had already bought my Zenfone 6 so just to compare which company implemented the flip mechanism better). She didn't even know the basic specifications like which processor does the phone run on, what storage variants are available in the market etc.
When I grilled her by asking questions like, "Why do I consider this phone when I'm getting Zenfone 6 and oppo Reno with flagship latest processors and better storage options at the same price point?" The only answers she ever had was
1) "Sir our camera quality is incomparable" It wasn't let me tell you.
2)" Sir the display is unmatched"
3) Sir it's a trusted brand name.

The lady didn't know the difference between optical and digital zoom. She even taunted oppo saying "Sir these people have brought 10x zoom this year, we had it in Galaxy S8"
While S8 doesn't even have 10x digital zoom let alone optical. She was completely silent when I said "I don't think so, even if it does, it would be digital not optical" to which she replied "No sir it was optical". Friends, the Galaxy S8 had only one camera sensor ???

mail.ilkka.hakala · September 2019

kikoly said:

It is recommended that you create a new post for the problem you are experiencing. The moderator can help you to contact the service center.

Really? Forum moderators contact service center? Hard to believe. Doesn’t matter though. Fedex already has my phone and it’s being delivered to me tomorrow. After that I can send it back. Good times.

kikoly · September 2019

mail.ilkka.hakala said:

kikoly said:

It is recommended that you create a new post for the problem you are experiencing. The moderator can help you to contact the service center.

Really? Forum moderators contact service center? Hard to believe. Doesn’t matter though. Fedex already has my phone and it’s being delivered to me tomorrow. After that I can send it back. Good times.

Some forum moderators are ASUS employees who can help to contact the service center. If you still receive the problem after receiving the phone, please create a new post.

mail.ilkka.hakala · September 2019

kikoly said:

Some forum moderators are ASUS employees who can help to contact the service center. If you still receive the problem after receiving the phone, please create a new post.

Of course it's going to have the same problems as before since nothing was done to it.

Phone Crashing and Network Problems AFTER 167 OTA!!!

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