Ticwatch Pro random restart after latest system update

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morpig2
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Ticwatch Pro random restart after latest system update

Post by morpig2 » Sat Jul 25, 2020 9:38 am

Hi,

Just bought a second-hand Ticwatch Pro (old model), and updated to the latest software update (previously it was running an older version, if not mistaken 2018 patch level).

After updating to the new one, it started randomly restarting the device (both during idle and when using the watch itself). Tried searching it on the web, but looks like no one is experiencing my issue. Tried factory reset, dont work. Tried not to install any apps, dont work too.

Any ideas? Someone here updated to the latest security patch level too?

OS info:

- Build PWDD.190617.074

- Wear OS 2.17

- System Version: H

- Security patch level: June 1, 2020.

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brian
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Re: Ticwatch Pro random restart after latest system update

Post by brian » Sat Jul 25, 2020 4:15 pm

My security patch is still June 2019

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Aathif Mahir
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Re: Ticwatch Pro random restart after latest system update

Post by Aathif Mahir » Sun Jul 26, 2020 2:00 am

morpig2 wrote:
Sat Jul 25, 2020 9:38 am
Hi,

Just bought a second-hand Ticwatch Pro (old model), and updated to the latest software update (previously it was running an older version, if not mistaken 2018 patch level).

After updating to the new one, it started randomly restarting the device (both during idle and when using the watch itself). Tried searching it on the web, but looks like no one is experiencing my issue. Tried factory reset, dont work. Tried not to install any apps, dont work too.

Any ideas? Someone here updated to the latest security patch level too?

OS info:

- Build PWDD.190617.074

- Wear OS 2.17

- System Version: H

- Security patch level: June 1, 2020.
Hi morpig2,

Did you had the rebooting issue with previous firmware.

Aathif Mahir
Mobvoi Lead Moderator

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morpig2
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Re: Ticwatch Pro random restart after latest system update

Post by morpig2 » Sun Jul 26, 2020 7:21 pm

Aathif Mahir wrote:
Sun Jul 26, 2020 2:00 am
morpig2 wrote:
Sat Jul 25, 2020 9:38 am
Hi,

Just bought a second-hand Ticwatch Pro (old model), and updated to the latest software update (previously it was running an older version, if not mistaken 2018 patch level).

After updating to the new one, it started randomly restarting the device (both during idle and when using the watch itself). Tried searching it on the web, but looks like no one is experiencing my issue. Tried factory reset, dont work. Tried not to install any apps, dont work too.

Any ideas? Someone here updated to the latest security patch level too?

OS info:

- Build PWDD.190617.074

- Wear OS 2.17

- System Version: H

- Security patch level: June 1, 2020.
Hi morpig2,

Did you had the rebooting issue with previous firmware.

Aathif Mahir
Mobvoi Lead Moderator
Hi Aathif,

No, I did not encounter any issues on the previous firmware. Looks like something is wrong during/after the update. Tried updating everything to the latest version (while getting random reboots) from Mobvoi's apps to Google's app (play services, play store, google app, etc), still reboots randomly. Even in airplane mode, it still reboots.

Is there anyway I can revert it to the old firmware? Sending it back is not an option, because I live in an non-Mobvoi supported area.

Regards,

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Aathif Mahir
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Re: Ticwatch Pro random restart after latest system update

Post by Aathif Mahir » Mon Jul 27, 2020 12:05 pm

morpig2 wrote:
Sun Jul 26, 2020 7:21 pm
Aathif Mahir wrote:
Sun Jul 26, 2020 2:00 am
morpig2 wrote:
Sat Jul 25, 2020 9:38 am
Hi,

Just bought a second-hand Ticwatch Pro (old model), and updated to the latest software update (previously it was running an older version, if not mistaken 2018 patch level).

After updating to the new one, it started randomly restarting the device (both during idle and when using the watch itself). Tried searching it on the web, but looks like no one is experiencing my issue. Tried factory reset, dont work. Tried not to install any apps, dont work too.

Any ideas? Someone here updated to the latest security patch level too?

OS info:

- Build PWDD.190617.074

- Wear OS 2.17

- System Version: H

- Security patch level: June 1, 2020.
Hi morpig2,

Did you had the rebooting issue with previous firmware.

Aathif Mahir
Mobvoi Lead Moderator
Hi Aathif,

No, I did not encounter any issues on the previous firmware. Looks like something is wrong during/after the update. Tried updating everything to the latest version (while getting random reboots) from Mobvoi's apps to Google's app (play services, play store, google app, etc), still reboots randomly. Even in airplane mode, it still reboots.

Is there anyway I can revert it to the old firmware? Sending it back is not an option, because I live in an non-Mobvoi supported area.

Regards,
Hi morpig2,

Let me discuss about your issue with our engineers and come with a solution as soon as possible.

Aathif Mahir
Mobvoi Lead Moderator

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karce64
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Re: Ticwatch Pro random restart after latest system update

Post by karce64 » Mon Jul 27, 2020 5:32 pm

sounds almost like a corrupt update. Would be nice to get a factory ROM to be able to reflash from scratch.

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morpig2
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Re: Ticwatch Pro random restart after latest system update

Post by morpig2 » Mon Jul 27, 2020 5:57 pm

Aathif Mahir wrote:
Mon Jul 27, 2020 12:05 pm
morpig2 wrote:
Sun Jul 26, 2020 7:21 pm
Aathif Mahir wrote:
Sun Jul 26, 2020 2:00 am


Hi morpig2,

Did you had the rebooting issue with previous firmware.

Aathif Mahir
Mobvoi Lead Moderator
Hi Aathif,

No, I did not encounter any issues on the previous firmware. Looks like something is wrong during/after the update. Tried updating everything to the latest version (while getting random reboots) from Mobvoi's apps to Google's app (play services, play store, google app, etc), still reboots randomly. Even in airplane mode, it still reboots.

Is there anyway I can revert it to the old firmware? Sending it back is not an option, because I live in an non-Mobvoi supported area.

Regards,
Hi morpig2,

Let me discuss about your issue with our engineers and come with a solution as soon as possible.

Aathif Mahir
Mobvoi Lead Moderator
Hi Aathif,

Thanks. I tried looking at logs via adb (adb logcat), but it spits tons of logs, hard for me to indicate which one is the troublemaker. I could send it to you/Mobvoi team, just let me know where to send it (have sent an email to support@ earlier without logs, but no response yet).

I've tried numerous things:
- Disabled all Mobvoi's related app (account, privacy, tichealth, ticexercise, etc)
- Disabled WatchFace (using stock watch face)

It still reboots, even when the watch is idle. It occurs both during charging and non-charging state.

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Aathif Mahir
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Re: Ticwatch Pro random restart after latest system update

Post by Aathif Mahir » Mon Jul 27, 2020 6:43 pm

morpig2 wrote:
Mon Jul 27, 2020 5:57 pm
Aathif Mahir wrote:
Mon Jul 27, 2020 12:05 pm
morpig2 wrote:
Sun Jul 26, 2020 7:21 pm


Hi Aathif,

No, I did not encounter any issues on the previous firmware. Looks like something is wrong during/after the update. Tried updating everything to the latest version (while getting random reboots) from Mobvoi's apps to Google's app (play services, play store, google app, etc), still reboots randomly. Even in airplane mode, it still reboots.

Is there anyway I can revert it to the old firmware? Sending it back is not an option, because I live in an non-Mobvoi supported area.

Regards,
Hi morpig2,

Let me discuss about your issue with our engineers and come with a solution as soon as possible.

Aathif Mahir
Mobvoi Lead Moderator
Hi Aathif,

Thanks. I tried looking at logs via adb (adb logcat), but it spits tons of logs, hard for me to indicate which one is the troublemaker. I could send it to you/Mobvoi team, just let me know where to send it (have sent an email to support@ earlier without logs, but no response yet).

I've tried numerous things:
- Disabled all Mobvoi's related app (account, privacy, tichealth, ticexercise, etc)
- Disabled WatchFace (using stock watch face)

It still reboots, even when the watch is idle. It occurs both during charging and non-charging state.
Hi morpig2,

That would be really helpful for diagnosing the issue, Please send an email to support@mobvoi.com with below email subject and make sure write about your issue in the email for confirmation.

Email Subject:
"LogCat - TicWatch Pro New Firmware Issue (Request by Forum Moderator)"

Aathif Mahir
Mobvoi Lead Moderator

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morpig2
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Re: Ticwatch Pro random restart after latest system update

Post by morpig2 » Mon Jul 27, 2020 7:15 pm

karce64 wrote:
Mon Jul 27, 2020 5:32 pm
sounds almost like a corrupt update. Would be nice to get a factory ROM to be able to reflash from scratch.
yeah, seems like it. but looking at older/previous threads, Mobvoi wouldn't publish any factory ROM images to the public. we'll see..
Aathif Mahir wrote:
Mon Jul 27, 2020 6:43 pm
Hi morpig2,

That would be really helpful for diagnosing the issue, Please send an email to support@mobvoi.com with below email subject and make sure write about your issue in the email for confirmation.

Email Subject:
"LogCat - TicWatch Pro New Firmware Issue (Request by Forum Moderator)"

Aathif Mahir
Mobvoi Lead Moderator
Hi Aathif,

I've sent an email with logs to them, please refer to request #248891.

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Aathif Mahir
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Re: Ticwatch Pro random restart after latest system update

Post by Aathif Mahir » Mon Jul 27, 2020 8:24 pm

morpig2 wrote:
Mon Jul 27, 2020 7:15 pm
karce64 wrote:
Mon Jul 27, 2020 5:32 pm
sounds almost like a corrupt update. Would be nice to get a factory ROM to be able to reflash from scratch.
yeah, seems like it. but looking at older/previous threads, Mobvoi wouldn't publish any factory ROM images to the public. we'll see..
Aathif Mahir wrote:
Mon Jul 27, 2020 6:43 pm
Hi morpig2,

That would be really helpful for diagnosing the issue, Please send an email to support@mobvoi.com with below email subject and make sure write about your issue in the email for confirmation.

Email Subject:
"LogCat - TicWatch Pro New Firmware Issue (Request by Forum Moderator)"

Aathif Mahir
Mobvoi Lead Moderator
Hi Aathif,

I've sent an email with logs to them, please refer to request #248891.
Hi morpig2,

Sure, Thanks for sending the request. Will look into a possible solution as soon as possible and we are really very sorry for the inconvenience caused by this issue.

Aathif Mahir
Mobvoi Lead Moderator

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