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Dell Venue Pro crashing

I received my Venue Pro yesterday (Dec 21st) and have been experiencing multiple phone crashes and freezing issues.

It seems to happen at random at this point, and has been getting worse as time goes on. This could be tied to downloading apps on the marketplace as that’s when I first noticed the problem.

The phone seems to heat up considerably around the lower back (above the micro usb port) right before the phone will either shut off, or the phone will display the on screen image frozen. I even removed the battery and experienced the same problem when the phone was just plugged in.

I owned the HD7 prior to purchasing the DVP, and found my experience with that phone to be almost flawless, but returned it in favor for the AMOLED screen, better form factor, and longer battery life. At this point im really starting to wonder if I made the right choice after all.

Has anyone else experienced this issue? Wondering if this is software or hardware related.

I am going to play around with the phone a bit more, but I plan to contact Dell tomorrow in regards to the issue...

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196 Replies
peekb123
Bronze

Re: Dell Venue Pro crashing

I received my phone on the 22nd and am having the exact same set of issues you're describing.  In the past 18 hours, give or take, I've had the phone lock up/hang *7* times (edit: make it 8).  That's insane.  I find it's typically marketplace related, though not always.  It seems to have something to do with either network activity or touching storage.  The phone locks hard, the lower back middle/right heats up like crazy and I have to pull the battery to reset the device.  I know of another person who received their device last week and is seeing lockups as well.  I have friends with other non-Dell WP7 devices, and I had a prototype device for months and they nor I experienced anything like this.

I'll be calling Dell as well...I'm extremely unhappy with this device and everything that led up to even getting it.

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Community Manager
Community Manager

Re: Dell Venue Pro crashing

Please call the US Mobility Queue at 1-800-308-3355, select Technical Support from the menu and enter your Mobile Device Express Service Code.

Thanks,

Amy

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Re: Dell Venue Pro crashing

Amy,

I went ahead and setup a return/exchange with US Dell Mobility as advised.

One thing I did notice... Some reports have been coming in that some ofthe Dell Venue Pros that went out only have 225 Megs of Onboard RAM vs the 512 that was originally advertised/reported.

I downloaded a "Device Check App" from the Marketplace and have confirmed that my phone does indeed only have 225 Megs of Onboard memory. Is this perhaps a manufacturing issue, or is the phone only supposed to have that much? This might explain some of the issues people have been experiencing.

Please confirm this?

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atkulp
Copper

Re: Dell Venue Pro crashing

I don't believe there is an express tag...  My box only has a service tag.  When I asked the rep on the phone about it, I'm not even sure they understood the question (not speaking English as a first language), but I think they told me that phones didn't get one of those.

 

Is there something that tech support could actually do to fix the locking up issue?  I have the same problem.

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obnpolo
Bronze

Re: Dell Venue Pro crashing

My DVP has done the same exact thing. Most of the time when it crashes, its due to marketplace, IE, or the Zune player. Each time the only way to fix it is by removing the battery. Yesterday it was near 5 times, today overall it was about 10-15. As much as I love the phone, this is outrageous. The heating is another issue. As mentioned, the phone gets hot on the lower portion, keep in mind the battery doesn't get hot. The battery also seems to die after 3-7 hours of use, depending on what I'm doing. One more thing I needed to mention. The glitch regarding the camera, to where it won't go out of landscape/sport mode once changed. It still has that issue. The only way to remove it is by setting to default. I plan on contacting Dell after the holidays. I'll just have to get used to removing the battery every couple uses. I'm sure they're already stocking up for all the RMAs they're going to receive. 

 

Also, is anyone else getting a white noise while having headphones plugged in? Its getting unbelievable annoying. I can hear it anytime headphones are plugged in. Its not related to my headset. I've tried 3 or 4 pairs, each being exceptional to audiophile grade headphones. 

 

Edit 12/24 

I wokeup late for work due to the phone locking up while I slept. I've had to hard reset the phone 3 times within the past two hours. I'm not even using the phone and it does this.. I must say, great christmas present :\

Edit 12/24 

Called in, did a complete wipe of my phone. Still happening. Dell sending replacement unit. Says it'll take 3-4 business days. I guess we'll wait and see. 

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peekb123
Bronze

Re: Dell Venue Pro crashing

Called Dell and they're sending an exchange.  Based on the people posting here with units experiencing the same issue, I'm guessing the new device I receive will behave the same way and that there's a deeper problem here.  Hopefully it won't take weeks to discover what it is.  I do know I'm requesting a refund and moving on to another phone if the replacement unit behaves in the same manner.

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Re: Dell Venue Pro crashing

I setup the exchange and have yet to receive any confirmation in regards to a replacement unit, and I am starting to wonder if the replacement(s) will have the same issues. What I would really like to know is if the Dell Venue Pro is supposed to have the 256 Megs of Ram it has, or if it was supposed to be 512. The limited amount of memory might account for some of the issues, and i'm certain it's the reason why some of the live tiles on my home screen show up as blank boxes over time.

Last night the phone just crashed as I was looking at contacts, and I was doing nothing on the Marketplace. It just displayed my home screen and it was locked frozen, so I had to take out the battery, again...

On the plus side; I really love the screen quality of this phone compared to the HD7 I had (Xbox Live games look better!). If they could just get the crashing issues nailed down and increase the Ram it would really be the perfect phone, but at this point I think that might be a tall order...

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cb55555
Bronze

Re: Dell Venue Pro crashing

Please read up on how live tiles work before speculating on why yours aren't updating. First of all, there's a hard cap by the OS on how many live tiles can be update (15), which might be the reason why some don't get updated. Second of all, it's the responsibility of your third party web service to initiate the updates to the tiles, and there could be any number of reasons why the third party web service isn't sending the push notification to the Microsoft servers. The primary reason is usually a setting for the app that the user must assign in order to receive the updates.

The bottomline is that phone memory has NOTHING TO DO with live tiles. Microsoft designed the live tiles in a way for the expressed purpose of not consuming any memory.

If your phone is crashing or locking up, it's most likely due to an overheating issue.

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peekb123
Bronze

Re: Dell Venue Pro crashing

Your response on Live Tiles is correct, but that's not what he's talking about and I'm seeing the same thing.  When scrolling through the main, long application list, sometimes the icons just vanish and turn into grey squares instead of the smaller application icon.  This is a good sign the phone is about to lock up once again.  I've seen it happen at least 3 or 4 times so far.

As for crashing/locking up, it is most definitely NOT heat related.  I can bring the phone out of standby, perfectly cool to the touch in all areas, and have it lock up within seconds.  There's definitely something more at play here...

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