OnePlus Support wants pictures of my phone before proceeding any further

CJ- Menoza, Elmer (OnePlus)

May 24, 15:36

Hi Michael,

Thank you for your reply. Please send us a few clear pictures of the device from all angles ( the front side , back side, left side , right side , the top and the bottom of your device) and also send us a picture of the back of your Oneplus One (Without the sandstone/baby silk cover). To learn how to remove the back cover from your OnePlus One you can watch the video from the link below

https://www.youtube.com/watch?v=I8nF0eHL5cY

Once we receive these pictures from you, we would be happy to assist you further.

Thank you

Best regards,
Elmer

Fun times with OnePlus's customer support email gateway not working

michaelmaguire

May 23, 18:01

Hello. This issue isn't resolved -- it has reoccurred.

Apparently your email reply gateway for customer service requests isn't working.

I.e. your email says "###### please type reply above this line ######" but you never seem to get the replies.

What would you like me to try next?

Regards,
Michael

Fun times with OnePlus patching instructions -- but now updated to correct patch version

Maloloy-on Maricar (OnePlus)
   
May 16
       
to michaelmaguire
##- Please type your reply above this line -##

Your request (298135) has been updated. To add additional comments, reply to this email with your message typed above this line.
Maloloy-on    

Maloloy-on Maricar (OnePlus)

May 17, 03:34

Hi Michael,

Thank you for trying our patch fix, yes that's the correct information. My question is that after the patch fix was the issue on your device resolved? Please give us a feedback

Thank You for your cooperation!

Regards,
Mary

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michaelmaguire

May 14, 04:18

After the update, I now have:

Cyanogen OS version
12.0-YNG1TAS17L

Android version
5.0.2

Baseband version
D1.3.0.c6-00230-M8974AAAAANAZM-1

Kernel version
3.4.67-cyanogenmod-g1cbb9b0
build04@cyanogenmod #1
Tue Apr 21 13:54:34 PDT 2015

Build number
LRX22G

Can you please confirm this has the version you'd like me to test with?

-----

michaelmaguire

May 14, 04:00

After attempting that update again, I now see YNG1TAS17L available for my system for lollipop. Installing it now.

-----

michaelmaguire

May 14, 03:56

Strangely, checking System/About phone/Updates shows::

XNPH05Q Incremental

available again. Trying to install it again.

-----

michaelmaguire

May 14, 03:54

Rebooting phone and looking in Settings/About phone, I now seem to be back down to


Android version
4.4.4

Cyanogen OS version
11.0-XNPH05Q

Kernel Version
3.4.0-cyanogenmod-gc73a4ec
build04@cyanogenmod #1
Wed Jan 28 11:41:35 PST 2015

Build number
KTU84Q


Can you please confirm this is the version you expected me to end up with?

Cheers,
Michael

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michaelmaguire

May 14, 03:44

I did:

r did you mean:

- Power Off your ONEPLUS ONE and remove the USB cable (if connected).
- Now Press and Hold Volume UP and Power Button. Your Device should enter into fastboot Mode.

then resumed at step:

- Now Run “ONEPLUS ONE -2.bat”

This seemed to complete the load with success.

Immediately after first boot, after doing a bit of sign-in setup, I see:

XNPH05Q Incremental

available, which I am installing now.

-----

michaelmaguire

May 14, 02:42

Hi, your README !!!!!!!!.pdf instructions are unclear.

They state (with round bullet points, not numbers):

Now Run “ONEPLUS ONE – 1.bat”
Your device may reboot after running this step, if it is rebooted then, please put the device back in fastboot mode (Repeat step 1, 2 and 3). If the device is not rebooted then follow the next step.

My phone rebooted after running ONEPLUS ONE – 1.bat”.

Given that the steps aren't numbered, do you want me to re-run exactly first three bullet points:

- Back up your data.
- Power Off your ONEPLUS ONE and remove the USB cable (if connected).
- Now Press and Hold Volume UP and Power Button. Your Device should enter into fastboot Mode.

Or did you mean:

- Power Off your ONEPLUS ONE and remove the USB cable (if connected).
- Now Press and Hold Volume UP and Power Button. Your Device should enter into fastboot Mode.
- ONEPLUS ONE – 0.bat

Suggestion from OnePlus tech support to try a patch

Jhan (OnePlus)
   
May 12
       
to michaelmaguire
##- Please type your reply above this line -##

Your request (298135) has been updated. To add additional comments, reply to this email with your message typed above this line.
Jhan    

Jhan (OnePlus)

May 12, 16:25

Hello michael,

Thank you for getting in touch.We apologize for the inconvenience caused to you.

Please try this software patch as this may fix the issue for you.

All you need to do is to download the zip file from the link below and extract it, after extracting please open the "README.pdf" and follow the instructions.

PLEASE NOTE :- IT WILL DELETE ALL YOUR PHONE'S DATA> PLEASE BACK UP YOUR PHONE'S DATA

https://s3.amazonaws.com/oneplussupport/ONEPLUS+ONE-FIX-Windows.zip

Please note that this patch is not applied for accessories or physical damage issues. Also this will only work on Windows computer.
Let us know if it fix the issue.

Best regards,
Jhaniece

Fun times with OnePlus email reply gateway not working, but at least OnePlus can now view YouTube

Leo (OnePlus)

May 8, 04:50

Hi Michael,

Thank you for your prompt response. I will now forward your issue to the concerned department.

Best Regards,
Leo

michaelmaguire May 8, 04:48 For clarity's sake, let me repeat my message: Hi Leo, I've uploaded the video to YouTube.com for you, and tested that the link works from my phone and my laptop: https://youtu.be/nIO0EFLlvqo Can you try again, and let me know if you're having a problem viewing YouTube videos? Cheers, Michael

michaelmaguire May 8, 04:47 Your email reply gateway doesn't seem to have worked: MIME-Version: 1.0 Received: by 10.28.62.80 with HTTP; Tue, 5 May 2015 09:45:40 -0700 (PDT) Received: by 10.28.62.80 with HTTP; Tue, 5 May 2015 09:45:40 -0700 (PDT) In-Reply-To: <XZVCVB0Z_5548de048c87e_26543f8f9fecd31c4871e2_sprut@zendesk.com> References: <XZVCVB0Z@zendesk.com> <XZVCVB0Z_5548de048c87e_26543f8f9fecd31c4871e2_sprut@zendesk.com> Date: Tue, 5 May 2015 17:45:40 +0100 Delivered-To: michael.maguire@gmail.com Message-ID: <CAEYw0YFOpEmDMbxGqCNiJEnfz05jEt1uNb0CDcpAqe8iLzY2PQ@mail.gmail.com> Subject: Re: [OnePlus] Re: My phone appears to have a hardware or software bug. How can I return it? From: Michael Maguire <michael.maguire@gmail.com> To: OnePlus <support@oneplus.net> Content-Type: multipart/alternative; boundary=001a114424b69dcfaa05155868bf --001a114424b69dcfaa05155868bf Content-Type: text/plain; charset=UTF-8 Hi Leo, I've uploaded the video to YouTube.com for you, and tested that the link works from my phone and my laptop: https://youtu.be/nIO0EFLlvqo Can you try again, and let me know if you're having a problem viewing YouTube videos? Cheers, Michael On 5 May 2015 16:13, "Leo (OnePlus)" <support@oneplus.net> wrote: > ##- Please type your reply above this line -## > > Your request (298135) has been updated. To add additional comments, reply > to this email with your message typed above this line.

Fun times with OnePlus not being able to view my YouTube video

Leo (OnePlus)

May 5, 23:13

Hi Michael,

Sorry for the inconvenience. We are having some errors when opening the video, may I request to please re-send it or upload the video on your Google Drive or Dropbox and just send us the link.

Best Regards,
Leo

Initial report to OnePlus customer support

Request received: My phone appears to have a hardware or software bug. How can I return it?
System (OnePlus) <support@oneplus.net>
   
May 5
       
to Michael
##- Please type your reply above this line -##

Your request has been received and is being reviewed by our support staff. Please note that due to the large amount of support tickets we're handling, response may be slower than usual. If your issue may be something common, please check out our knowledge base at http://oneplus.net/support or our forums at http://forums.oneplus.net – where you might find your question already answered.

Should you solve your problem by yourself please log in to your ticket overview at https://oneplustech.zendesk.com/ and close your ticket.

Thank you for your patience!

To add additional comments, you can reply to this email directly.

-----
Michael Maguire

May 5, 18:04

Recently, my OnePlus One has started to misbehave when I try to bring it out of the lock screen. It appears to press buttons along the right side of the screen all by itself. I've uploaded a video of this behaviour here:

https://youtu.be/nIO0EFLlvqo

Note that it started doing it while I still had KitKat. I did a factory reset but it still occurred. I was then prompted recently to upgrade to Lollipop, which I did. The problem persisted, even after a factory reset again.

Perhaps there's something wrong with the touch screen?

Regards,
Michael

Decryption unsuccessful errors

As a general best practice for my personal data, I wanted to encrypt my phone, but ran into problems with this several times.

My OnePlus One has started misbehaving

Sometimes in the lock screen random buttons just start pressing themselves.

Started happening with KitKat. A factory reset and an upgrade to Android 5.0 Lollipop didn't help.