This hardware issue of "random shutdown" can not be fixed by a software update. The remedy is an exchange for a new Samsung Captivate handset. The shut-down problem only happens to Samsung Captivate phones made before November 6, 2010. Forum members noted that AT&T did exchange their Samsung Captivate phones for newly manufactured handsets.
When the Samsung Captivate is in standby mode, it powers off and does not work. This issue surfaced during the summer, forum members all over the web attempted to try quick fixes, such as battery pulls and different charging methods. Owners may have a Samsung Captivate for a while when the Samsung Captivate mysteriously turns off, shuts down, or powers off when in standby mode. A friend of our staff bought his Captivate in November and did not experience or notice any problems until last week.
AT&T and Samsung issued an internal bulletin describing the problem as a hardware issue for Samsung Captivate phones made before November 6, 2010 with IMEI numbers 352982040855394 or lower, such as 5393, 5392, etc. To locate your phone's IMEI number, see the photo towards the end of this article. If your Samsung Captivate was made after November 6, you should not experience the turn-off problem.
We were not able to reach AT&T public relations to get an official statement. Since the Samsung Captivate was launched July 18 on AT&T, all phones affected are eligible for a warranty replacement. Your best bet is probably to return the Samsung Captivate to an AT&T warranty center and ask for a new one and to have your software and data transferred. You should also back up everything before you do anything to make sure you don't lose data.
To find your warranty center, click here. If you don't have a center near you, AT&T will ship you a new phone. Be sure to write down the IMEI number of your phone before you return it. If it is within 30 days of purchase, you can exchange it at any AT&T store for a brand new phone. Your best bet is to insist on a new Samsung Captivate phone made after 11/06/10 - and hope that you can get one.
You may want to print out the list of affected IMEI numbers because owners report that some places are reportedly exchanging affected Samsung Captivate phones.
Some owners who have exchanged Samsung Captivate phones believe they were given refurbished phones made before November 6 because they have the same shut-down problems. Other owners who received refurbished Samsung Captivate phones have no shut-down problems and have better GPS functionality.
One forum member wrote "I am bothered by Samsung's recommendation to continue to sell that inventory, instead of recall it. However, it is not surprising for a corporation." Some stores were selling affected phones in January.
"Even though I bought the phone through Amazon.com, I walked into a DSC (Device Support Center) location and had them replace it on the spot," reported one owner. "They were familiar with the problem and just checked the IMEI on the old phone and the new phone to verify everything. I also had a referral form from the AT&T sales location filled out."
"My recommendation is to call AT&T and advise that repaired phones will not correct the problem ,and the only fix is a phone manufactured after 11/6/10."
An XDA Developer Forum member was able to get hold of an internal memo with all the details. When he contacted AT&T Android support on Decmeber 30, they were "shocked."
Date Published: December 20, 2010
Model(s): i897 (Captivate)
Issue Type: Informational
AT&T and Samsung are working together on a power-off issue on the Samsung i897 Captivate. There is a small group of Samsung i897 Captivate devices that may experience power-off when in standby mode. All devices manufactured after November 6, 2010 should not have this issue. Most customers are not expected to have this issue. However, the following IMEI range could potentially have the issue. AT&T and Samsung want to ensure that these customers have the best possible experience and to quickly address customer care inquiries should they arise:
IMEIs manufactured before November 6, 2010: 352982040855394 or lower - 5393, 5392, etc.
If customers report that their device is powering off when in standby mode, please assist them with exchanging their device.
Critical Must Know/Must Do
Customer/Embedded Base: If a customer has the power-off issue when in standby mode, please exchange the device. Customers with the launch software version i897UCJF6 are more apt to have the standby power-off issue. Meanwhile, customers that have devices manufactured after November 6, 2010 should have software version i897UCJH7, which fixes the Power Cycling related to SW issues.
Existing Product: All devices that were manufactured before November 6, 2010 have the potential to be affected.
New Product: Devices manufactured after November 6, 2010 should not experience this issue.
Distribution Center: No action necessary.
Company Owned Retail: Continue to sell through existing inventory. If a customer has the power-off issue when in standby mode, please exchange the device.
Dealers: No action necessary.
National Retail: No action necessary.
Direct Fulfillment: Continue to sell through existing inventory. If a customer has the power off issue when in standby mode, please exchange the device.
Customer Returns and Exchanges: Standard under 30-day returns are in effect for this issue.
Distribution Centers: No action necessary.
Channels/Markets: Adhere to Standard Operating Procedures.
Returns Processing Center: Adhere to Standard Returns Processes.
Supply Chain: Please send questions or comments to SCM Product Advisory.
The turn-off problem, however, may not be only for the Samsung Captivate, a Samsung Fascinate owner reported a similar issue.
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