OnePlus response: They want me to install SDKs on a Windows Machine and allow a remote debugging session

Jessa (OnePlus)

Jun 8, 06:02

Hi Michael,

Thank you for your quick response.

I understand the urgency of having your issue resolved and being able to use the phone again to its full potential. There will be a need to proceed with booking a remote session to resolve your issue. During the remote session, a Level 2 Tech Specialist will be sending certain files to be extracted together with the installation of certificates and drivers on your PC. There will be a need to tether your OnePlus 1 to your PC and through the remote session, patch fix/ flashing to another ROM may be performed. Furthermore, the process should approximately take up to an hour and you have the option to stop at any point in time.

Access the link below to book for your preferred remote session schedule and reply to this email with the date and time that you booked so it can duly noted.

http://oneplus.setmore.com – HongKong Time Zone
http://oneplustech.setmore.com – Eastern Time Zone

Before the remote session, it is necessary to back up your files from your OnePlus 1 and that the following files below have been download on your PC.Please note that we need WINDOWS MACHINE for this process. (Windows 7 & above)

Oxygen - https://s3.amazonaws.com/oneplussupport/oxygen-dlt.rar

CM - https://s3.amazonaws.com/oneplussupport/DLT-CM.rar

Certificates - https://s3.amazonaws.com/oneplussupport/qc.rar

USB Drivers -> https://developer.android.com/sdk/win-usb.html

Android SDK for Windows -> https://dl.google.com/android/adt/adt-bundle-windows-x86-20140702.zip

Android SDK for MAC -> https://dl.google.com/android/adt/adt-bundle-mac-x86_64-20140702.zip

ROM -> http://builds.cyngn.com/factory/bacon/cm-11.0-XNPH44S-bacon-signed-fastboot.zip

AFX -> https://drive.google.com/file/d/0BwVwtv1me2AqTndRZ2RYbDQzNG8/view?usp=sharing

NOTICE:
Our Tech Support only accesses to the files/application on your PC that are necessary for troubleshooting. We do not and are unable to store, or disclose any information we have access to during this process. The whole process is done with the customer's presence, who has the right to terminate the process anytime during the process.

Regards,
Jessa

2nd patch applied, but problem still occurring -- sometimes for extra fun emergency dials

michaelmaguire

Jun 7, 07:18

I've followed the instructions up to the part where I've just finished running "ONEPLUS ONE - 1.bat". The device rebooted. Now I'm trying to put it into fastboot mode so I can run "ONEPLUS ONE -2.bat" but I'm having a lot of trouble getting the device to be recognized anymore by Windows.

I now seem to see a device not recognized error. I've tried rebooting both Windows and the device.

I've also tried switching the order -- running "ONEPLUS ONE -2.bat" which says: < waiting for device > then plugging in the device.

It finally showed:

######### This patch is Created by ONEPLUS Technical Support. #######
###### This patch should only be used for ONEPLUS ONE 64GB Global Version. #####
#
< waiting for device >
erasing 'persist'...
OKAY [ 0.031s]
finished. total time: 0.031s
target reported max download size of 1073741824 bytes
sending 'persist' (4244 KB)...
OKAY [ 0.141s]
writing 'persist'...
OKAY [ 0.109s]
finished. total time: 0.250s
erasing 'reserve4'...
FAILED (status read failed (Too many links))
finished. total time: 1.250s
sending 'reserve4' (5176 KB)...
FAILED (command write failed (Invalid argument))
finished. total time: -0.000s
erasing 'oppostanvbk'...
FAILED (command write failed (No such device or address))
finished. total time: -0.000s

And then Windows reported that fastboot.exe has stopped working.

I'll try a few more combinations to see if I can get it to let me run "ONEPLUS ONE -2.bat" 

-----

michaelmaguire

Jun 7, 07:20

This time it seemed to work:

######### This patch is Created by ONEPLUS Technical Support. #######
###### This patch should only be used for ONEPLUS ONE 64GB Global Version. #####
#
erasing 'persist'...
OKAY [ 0.030s]
finished. total time: 0.030s
target reported max download size of 1073741824 bytes
sending 'persist' (4244 KB)...
OKAY [ 0.136s]
writing 'persist'...
OKAY [ 0.088s]
finished. total time: 0.225s
erasing 'reserve4'...
OKAY [ 1.610s]
finished. total time: 1.610s
target reported max download size of 1073741824 bytes
sending 'reserve4' (5176 KB)...
OKAY [ 0.166s]
writing 'reserve4'...
OKAY [ 0.107s]
finished. total time: 0.273s
erasing 'oppostanvbk'...
OKAY [ 1.618s]
finished. total time: 1.618s
target reported max download size of 1073741824 bytes
sending 'oppostanvbk' (10240 KB)...
OKAY [ 0.324s]
writing 'oppostanvbk'...
OKAY [ 0.143s]
finished. total time: 0.467s
target reported max download size of 1073741824 bytes
sending 'boot' (5578 KB)...
OKAY [ 0.178s]
writing 'boot'...
OKAY [ 0.092s]
finished. total time: 0.271s
target reported max download size of 1073741824 bytes
erasing 'userdata'...
OKAY [ 1.827s]
sending 'userdata' (141075 KB)...
OKAY [ 4.420s]
writing 'userdata'...
OKAY [ 2.522s]
finished. total time: 8.768s
target reported max download size of 1073741824 bytes
erasing 'system'...
OKAY [ 0.251s]
sending 'system' (801285 KB)...
OKAY [ 25.088s]
writing 'system'...
OKAY [ 14.815s]
finished. total time: 40.154s
target reported max download size of 1073741824 bytes
sending 'recovery' (7510 KB)...
OKAY [ 0.238s]
writing 'recovery'...
OKAY [ 0.116s]
finished. total time: 0.356s
target reported max download size of 1073741824 bytes
erasing 'cache'...
OKAY [ 0.033s]
sending 'cache' (10432 KB)...
OKAY [ 0.330s]
writing 'cache'...
OKAY [ 0.174s]
finished. total time: 0.539s
target reported max download size of 1073741824 bytes
sending 'modem' (56337 KB)...
OKAY [ 1.766s]
writing 'modem'...
OKAY [ 0.726s]
finished. total time: 2.493s
target reported max download size of 1073741824 bytes
sending 'sbl1' (295 KB)...
OKAY [ 0.013s]
writing 'sbl1'...
OKAY [ 0.021s]
finished. total time: 0.034s
target reported max download size of 1073741824 bytes
sending 'dbi' (11 KB)...
OKAY [ 0.004s]
writing 'dbi'...
OKAY [ 0.014s]
finished. total time: 0.018s
target reported max download size of 1073741824 bytes
sending 'aboot' (376 KB)...
OKAY [ 0.015s]
writing 'aboot'...
OKAY [ 0.022s]
finished. total time: 0.037s
target reported max download size of 1073741824 bytes
sending 'rpm' (185 KB)...
OKAY [ 0.009s]
writing 'rpm'...
OKAY [ 0.026s]
finished. total time: 0.035s
target reported max download size of 1073741824 bytes
sending 'tz' (283 KB)...
OKAY [ 0.012s]
writing 'tz'...
OKAY [ 0.021s]
finished. total time: 0.034s
target reported max download size of 1073741824 bytes
sending 'LOGO' (9591 KB)...
OKAY [ 0.304s]
writing 'LOGO'...
OKAY [ 0.135s]
finished. total time: 0.439s
...
OKAY [ 0.013s]
finished. total time: 0.013s
rebooting...

finished. total time: 0.005s
It is done Now :)
Press any key to continue . . . 

-----

michaelmaguire

Jun 7, 07:27

I now seem to have version:

CyanogenMod version 11.0-XNPH38R
Android version 4.4.4
Baseband version MPSS.DI.2.0.1.c7-00020-M8974AAAAANPZM-1
Kernel version 3.4.0-cyanogenmod-g33fa374
build04@cyanogenmod #1 Mon Oct 6 11:03:38 PDT 2014
Build number KTU84Q

I'm immediately being prompted for a system update, which I'll accept 

-----

michaelmaguire

Jun 7, 07:32

After the incremental update, I'm now at:

11.0-XNPH44S
4.4.4
3.4.0-cyanogenmod-gd8c0761
build04@cyanogenmod #1
Tue Nov 4 11:57:57 PST 2014
KTU84Q 

-----

michaelmaguire

Jun 7, 07:37

It is now telling me that my system is up to date and that no updates are available, even when I manually check.

This seems a bit strange, given that I know Lollipop 5.0.2 is out there.

Can you give me a bit more background about what we are doing here? Are you intentionally trying to get an older version (4 Nov 2014) of the Cyanogen build so we can see at which point in your releases a touchscreen problem might have been introduced?

Is this the version you want me to test? 

-----

michaelmaguire

Jun 7, 18:10

I have now been offered an incremental and a full system upgrade to Lollipop, which I accepted. I now have:

12.0-YNG1TAS17L
5.0.2
3.4.67-cyanogenmon-g1cbb9b0
Tue Apr 21 2015
LRX22G

Can you confirm that's the version you wanted me to test for the problem? 

-----

michaelmaguire

Jun 7, 18:12

(This seems like exactly the same version numbers you had me test back in May 13, 2015 20:18 above) 

-----

Jessa (OnePlus)

Jun 8, 02:19

Hi Michael,

Thank you for keeping in touch. The patch we sent to you contains CM 11S version 38R with TPK 20 that will help us fix the problem with your One.

i just want to know if you are still experiencing problem with you phone? Please keep us posted.

We'll wait for your response.

Regards,
Jessa

-----

michaelmaguire

Jun 8, 03:24

So are you saying you want me to repeat the process, but this time NOT accept the updates offered?

Where do I find the TPK 20 version number?

OnePlus proposes another patch

Jessa (OnePlus)

Jun 7, 00:22

Hi Michael,

Thank you for keeping in touch and we appreciate your cooperation of sending us the requested photos.

I feel sad that the issue still persists after running the first patch. We will be sending you another batch file that can fix the problem. I understand that you performed the steps before but this is different patch.

We prepared an Automated batch file which will fix your issue automatically, 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/OPO-Display-patch.zip

Please note that this patch is not applied for accessories or physical damage issues. Also this will only work on Windows computer.

Kindly get back to me for the result. Thanks for your kind cooperation.

Regards,
Jessa

Pictures taken (posted on this blog)

michaelmaguire

Jun 5, 08:52

Hi, I have taken the pictures you have requested. Please find them here:

http://oneplusoneproblems.blogspot.co.uk/2015/06/oneplus-one-photos-as-requested-interior.html

http://oneplusoneproblems.blogspot.co.uk/2015/06/oneplus-one-photos-as-requested-exterior.html

Can you please advise as to the next steps?

Regards,
Michael

OnePlus One photos as requested (interior)

OnePlus One photos as requested (exterior)

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