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An update from our CEO: Reported software issues and our next steps

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November Update

A month after my initial report about the software-related quality issues, I have a progress update for you.
I’d like to start by sharing that I realize how annoying this disruption must be. I would like to ask you for a bit more of your patience and thank you all for your feedback. Even though it seems that only a few of you are experiencing these issues, that is still “a few” too many. Restoring an optimal experience for all of our customers is our highest priority and we are working around the clock to get it done.

As promised, I want to share with you today how far we’ve come in our investigation and what we’ve done to achieve this.
A month ago we started with logging data from our Fairphone colleagues who experienced the issues, to track down the origin. We’ve then ramped up efforts to collect as much relevant information as possible, together with our own experts and external support from knowledgeable partners. As it stands, we have logged data from over 12.000 calls in several countries across Europe testing under different scenarios and circumstances. So far, we have not been able to reproduce the reported “ghost touches” and the problem with calls not connecting on the first attempt. Rest assured that we will continue our investigation until both problems are solved. As for the issue of random reboots, we have successfully captured seven logs.

While it has been very challenging and time-consuming to reproduce this problem, the outcome is promising for two reasons:

1. The limited number of reproduced issues confirms that the problem itself is very contained.
2. We now have the necessary data to analyze and solve the issue.

Based on these logs, we are following a solid lead to address the random reboots. If you are experiencing any of these issues mentioned, please don’t hesitate to reach out to our customer support, who are personally reviewing each case.

I will be back with another update as soon as we know more. Thank you again!


October Report

A month ago, I was proud to share our latest milestone with all of you – the launch of the Fairphone 3+ and our upgraded modules. Today, we’re reminded that the journey of building an ethical smartphone company is not without its ups and downs. In both cases, I’d like to reach out and personally update everyone, so let’s get straight into it:

Currently, some Fairphone 3 and 3+ owners are experiencing disruptive software-related issues. Our community was quick to flag this to us, both on the forum and to our customer support. So we are aware and working hard to find the root cause. While our investigation is still ongoing, I would like to apologize for the inconvenience and get everyone up to speed on the situation.

Known issues

Although only a small number of customers seem to be affected, we realize that some of these issues impact them significantly. Obviously, making sure that everyone has the best possible Fairphone experience is our top priority. Some of the key problems being reported to us are the following :

– During calls the phone reboots randomly
– Calls not always connecting on the first attempt
– So called “ghost touches”, meaning random, unwanted touch input

Finding the root cause

Reproducing the issues mentioned above is key in finding the root cause and creating a solution. Both of our teams – here in Amsterdam and in Taipei – are on top of it, reviewing the reports and attempting to reproduce the issues. Our biggest challenge is that our engineers in Taiwan can’t yet reproduce some key issues. This points to a possible connection between the reported bugs and European mobile networks.

Working towards a solution

We are ramping up efforts to identify the root cause. As this occurs randomly, our team in Amsterdam is collecting information in order to find a pattern to reproduce the issue. As a first step, we started to log data from our Fairphone colleagues, to track down the origin. We relay this information directly to our team in Taiwan. If it turns out that we need more data in a shorter time span, we will broaden this group to supporters from our community.

If you are experiencing random reboots, when contacting our customer support team, please include the following:

  • Your Network Operator(s)
  • The country where you are experiencing the issue
  • The build number of your phone (settings > about phone > build number)
  • Steps to reproduce the issue. (For example, if it happens after using certain apps, making a call, etc.)
  • Whether or not you are using an SD card
  • The frequency of the issue

In the meantime, each case will be personally reviewed by our customer support team. I sincerely apologize for the inconvenience, but thank you for your patience and understanding. As soon as we have more information, I will update this blogpost.


Deutschsprachige Kunden finden das übersetzte Update hier >>

Clients francophones, veuillez trouver la mise à jour traduite ici >>

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