Database Users

Tech Support for OnePluse One is HORRIBLE!!!!!

Hello,
I have to write this thread to tell everybody how angry I am at the OnePlus One Tech Support team. I bought the Oneplus One 64 GB Black version last November. It is an awesome phone in my opinion. Only $350 with awesome hardware. Bravo to OPO for making this phone. However, I did not realize that it has a crucial bug. If you let the phone battery run to 0% and let it die. Then it won't recharge. Last Friday, I went out with my friends and I came home late. My OPO ran out of juice and died. I plugged it in to recharge. Waking up the next morning, thinking the phone will be fully charged. Instead, I got a dead brick. The phone refuses to charge. I have tried all methods. Let it sit for 2 days, then plug it back in again, hoping the low battery screen will show up. But nothing so far has worked.
So, I decide to contact OPO Tech Support Team, and my experience has been so infuriated. My goal is for me to turn the phone on and recover my data. I did not think that the phone will die just because it runs out of battery so I have left a lot of important data in the phone. I need to turn it on and recover the data at least before I can do anything to it. I have stated this to the Tech Support Team several time, but they don't seem to care. This is their last email response to me:
Leah (OnePlus)
Apr 16, 14:25
Hi XXXX,
Sorry for the inconvenience. Regarding the issue we would like to perform fastboot on your computer ( device connected via USB cable ) to resolve the issue. My colleague would do it for you by taking a remote access of your computer. Please notice that we are not available to do a remote session without booking the time.
Could you please back up all your important files and information, as the process will erase all data on your phone? Our colleague will type in some commands on to your computer to which your phone will be connected. It will flash the whole kernel and OS.
Please not that we need Windows Machine in order to fix this device. (Windows 7 or above)
Also please download these files and tool on your computer before our colleagues can take the remote.
ROM CM -> https://s3.amazonaws.com/oneplussupport/DLT-CM.rar
ROM Oxygen -> https://s3.amazonaws.com/oneplussupport/oxygen-dlt.rar
Certificates > https://s3.amazonaws.com/oneplussupport/qc.rar
Remote Tool -> http://get.teamviewer.com/oneplus
Please Note that you need to be there when they take the remote as few steps requires your intervention. Our working time is 9:30am - 12:30pm Beijing time and 2pm- 5:30pm Beijing time. The remote will take you about 30 minutes to 1 hour.
There are some available times next week, please note that there are Beijing time.
Tue, April 21, 10am – 11am，3:30pm – 4:30pm,
Wed, April 22, 9:30am – 10:30am， 10am – 11am，11:30am – 12:30pm, 2pm – 3pm，3:30pm – 4:30pm, 4:30pm – 5:30pm
Thu, April 23, 9:30am – 10:30am，9:30am – 10:30am， 10am – 11am，11:30am – 12:30pm, 2pm – 3pm，3:30pm – 4:30pm, 4:30pm – 5:30pm
Please offer me several available periods, so if other people make schedule earlier than you, I can book the other available period for you.
Best Regards,
Leah
This shows total incompetence. They don't even read what I wrote to them. I stated several time that the phone won't turn on when I try to recharge (no low battery screen, just black screen after 6 hours) and I need to recover my data. It makes my blood boil when they don't even bother to read what I wrote. Instead, they give these script response. I am at my wit's end. I need to fix the phone ASAP. I read online that I can open the phone, disconnect the battery connection and reconnect it again. Then, it will recharge. I have watched the video showing how it is done and it is quite simple. I have fixed phones before and the step to open up and disconnect the cable is quite simple. I think I can do it easily. However, there is a warranty sticker on the phone. I don't want to remove it and then having OPO turn around and tell me that the phone is broken because I open it. The phone is dead. Completely dead. If you don't believe me, watch this video:
https://youtu.be/-7ZzMf2p6Cg
Sorry for the bad quality and the annoying voice ( that is my voice). I have to record the video using my sister's tablet. They made me record that video to show how dead the phone is. I need some tips and help on how to fix this. If it is a working solution, I want to try it. Please don't tell me to check my charger or plug in the phone to charge and stuff, I have tried those steps countless times already. It does not work. The low battery screen won't even show up.
Thank you for reading my rant.

vi6s said:
Hello,
I have to write this thread to tell everybody how angry I am at the OnePlus One Tech Support team. I bought the Oneplus One 64 GB Black version last November. It is an awesome phone in my opinion. Only $350 with awesome hardware. Bravo to OPO for making this phone. However, I did not realize that it has a crucial bug. If you let the phone battery run to 0% and let it die. Then it won't recharge. Last Friday, I went out with my friends and I came home late. My OPO ran out of juice and died. I plugged it in to recharge. Waking up the next morning, thinking the phone will be fully charged. Instead, I got a dead brick. The phone refuses to charge. I have tried all methods. Let it sit for 2 days, then plug it back in again, hoping the low battery screen will show up. But nothing so far has worked.
So, I decide to contact OPO Tech Support Team, and my experience has been so infuriated. My goal is for me to turn the phone on and recover my data. I did not think that the phone will die just because it runs out of battery so I have left a lot of important data in the phone. I need to turn it on and recover the data at least before I can do anything to it. I have stated this to the Tech Support Team several time, but they don't seem to care. This is their last email response to me:
Leah (OnePlus)
Apr 16, 14:25
Hi XXXX,
Sorry for the inconvenience. Regarding the issue we would like to perform fastboot on your computer ( device connected via USB cable ) to resolve the issue. My colleague would do it for you by taking a remote access of your computer. Please notice that we are not available to do a remote session without booking the time.
Could you please back up all your important files and information, as the process will erase all data on your phone? Our colleague will type in some commands on to your computer to which your phone will be connected. It will flash the whole kernel and OS.
Please not that we need Windows Machine in order to fix this device. (Windows 7 or above)
Also please download these files and tool on your computer before our colleagues can take the remote.
ROM CM -> https://s3.amazonaws.com/oneplussupport/DLT-CM.rar
ROM Oxygen -> https://s3.amazonaws.com/oneplussupport/oxygen-dlt.rar
Certificates > https://s3.amazonaws.com/oneplussupport/qc.rar
Remote Tool -> http://get.teamviewer.com/oneplus
Please Note that you need to be there when they take the remote as few steps requires your intervention. Our working time is 9:30am - 12:30pm Beijing time and 2pm- 5:30pm Beijing time. The remote will take you about 30 minutes to 1 hour.
There are some available times next week, please note that there are Beijing time.
Tue, April 21, 10am – 11am，3:30pm – 4:30pm,
Wed, April 22, 9:30am – 10:30am， 10am – 11am，11:30am – 12:30pm, 2pm – 3pm，3:30pm – 4:30pm, 4:30pm – 5:30pm
Thu, April 23, 9:30am – 10:30am，9:30am – 10:30am， 10am – 11am，11:30am – 12:30pm, 2pm – 3pm，3:30pm – 4:30pm, 4:30pm – 5:30pm
Please offer me several available periods, so if other people make schedule earlier than you, I can book the other available period for you.
Best Regards,
Leah
This shows total incompetence. They don't even read what I wrote to them. I stated several time that the phone won't turn on when I try to recharge (no low battery screen, just black screen after 6 hours) and I need to recover my data. It makes my blood boil when they don't even bother to read what I wrote. Instead, they give these script response. I am at my wit's end. I need to fix the phone ASAP. I read online that I can open the phone, disconnect the battery connection and reconnect it again. Then, it will recharge. I have watched the video showing how it is done and it is quite simple. I have fixed phones before and the step to open up and disconnect the cable is quite simple. I think I can do it easily. However, there is a warranty sticker on the phone. I don't want to remove it and then having OPO turn around and tell me that the phone is broken because I open it. The phone is dead. Completely dead. If you don't believe me, watch this video:
https://youtu.be/-7ZzMf2p6Cg
Sorry for the bad quality and the annoying voice ( that is my voice). I have to record the video using my sister's tablet. They made me record that video to show how dead the phone is. I need some tips and help on how to fix this. If it is a working solution, I want to try it. Please don't tell me to check my charger or plug in the phone to charge and stuff, I have tried those steps countless times already. It does not work. The low battery screen won't even show up.
Thank you for reading my rant.
Click to expand...
Click to collapse
do you know that this has happened before??
have you charged the phone after 10 hours??
if not , pls do it.. and please check the oneplus forums as well.. the fix has been noted by some forum members there

vi6s said:
Hello,
I have to write this thread to tell everybody how angry I am at the OnePlus One Tech Support team. I bought the Oneplus One 64 GB Black version last November. It is an awesome phone in my opinion. Only $350 with awesome hardware. Bravo to OPO for making this phone. However, I did not realize that it has a crucial bug. If you let the phone battery run to 0% and let it die. Then it won't recharge. Last Friday, I went out with my friends and I came home late. My OPO ran out of juice and died. I plugged it in to recharge. Waking up the next morning, thinking the phone will be fully charged. Instead, I got a dead brick. The phone refuses to charge. I have tried all methods. Let it sit for 2 days, then plug it back in again, hoping the low battery screen will show up. But nothing so far has worked.
So, I decide to contact OPO Tech Support Team, and my experience has been so infuriated. My goal is for me to turn the phone on and recover my data. I did not think that the phone will die just because it runs out of battery so I have left a lot of important data in the phone. I need to turn it on and recover the data at least before I can do anything to it. I have stated this to the Tech Support Team several time, but they don't seem to care. This is their last email response to me:
Leah (OnePlus)
Apr 16, 14:25
Hi XXXX,
Sorry for the inconvenience. Regarding the issue we would like to perform fastboot on your computer ( device connected via USB cable ) to resolve the issue. My colleague would do it for you by taking a remote access of your computer. Please notice that we are not available to do a remote session without booking the time.
Could you please back up all your important files and information, as the process will erase all data on your phone? Our colleague will type in some commands on to your computer to which your phone will be connected. It will flash the whole kernel and OS.
Please not that we need Windows Machine in order to fix this device. (Windows 7 or above)
Also please download these files and tool on your computer before our colleagues can take the remote.
ROM CM -> https://s3.amazonaws.com/oneplussupport/DLT-CM.rar
ROM Oxygen -> https://s3.amazonaws.com/oneplussupport/oxygen-dlt.rar
Certificates > https://s3.amazonaws.com/oneplussupport/qc.rar
Remote Tool -> http://get.teamviewer.com/oneplus
Please Note that you need to be there when they take the remote as few steps requires your intervention. Our working time is 9:30am - 12:30pm Beijing time and 2pm- 5:30pm Beijing time. The remote will take you about 30 minutes to 1 hour.
There are some available times next week, please note that there are Beijing time.
Tue, April 21, 10am – 11am，3:30pm – 4:30pm,
Wed, April 22, 9:30am – 10:30am， 10am – 11am，11:30am – 12:30pm, 2pm – 3pm，3:30pm – 4:30pm, 4:30pm – 5:30pm
Thu, April 23, 9:30am – 10:30am，9:30am – 10:30am， 10am – 11am，11:30am – 12:30pm, 2pm – 3pm，3:30pm – 4:30pm, 4:30pm – 5:30pm
Please offer me several available periods, so if other people make schedule earlier than you, I can book the other available period for you.
Best Regards,
Leah
This shows total incompetence. They don't even read what I wrote to them. I stated several time that the phone won't turn on when I try to recharge (no low battery screen, just black screen after 6 hours) and I need to recover my data. It makes my blood boil when they don't even bother to read what I wrote. Instead, they give these script response. I am at my wit's end. I need to fix the phone ASAP. I read online that I can open the phone, disconnect the battery connection and reconnect it again. Then, it will recharge. I have watched the video showing how it is done and it is quite simple. I have fixed phones before and the step to open up and disconnect the cable is quite simple. I think I can do it easily. However, there is a warranty sticker on the phone. I don't want to remove it and then having OPO turn around and tell me that the phone is broken because I open it. The phone is dead. Completely dead. If you don't believe me, watch this video:
https://youtu.be/-7ZzMf2p6Cg
Sorry for the bad quality and the annoying voice ( that is my voice). I have to record the video using my sister's tablet. They made me record that video to show how dead the phone is. I need some tips and help on how to fix this. If it is a working solution, I want to try it. Please don't tell me to check my charger or plug in the phone to charge and stuff, I have tried those steps countless times already. It does not work. The low battery screen won't even show up.
Thank you for reading my rant.
Click to expand...
Click to collapse
If you havent already tried it, try plugging in to a low power USB source (PC/laptop, TV with USB port/etc) to charge slowly. Sometimes it can help replenish a drained battery better than a mains source for some reason and bring the phone back to life.
Mod Edit: Please try to use "hide" tags when quoting long posts. Especially an Opening Post. Or don't quote the Opening post, even better. Thanks!

I never thought of what the battery contain. Is it lithium-ion or is it nickel cadium? However your battery like all batteries contain a memory. Find a batteries plus before trying to take remove the battery. They may be able to refurbish the battery like removing the memory. If not your just got to have to duck up the warranty and remove the old battery install a new one. Tech support for most companies is useless. They hire kids right put of college that have no real world experience and never seen real issue with the oneplus one.

I know it appears that the phone is dead but try this.
Connect the phone to a USB port and hold up volume and depress the power button for about 20 seconds. You might see a new device driver notification in Windows.
If you do, the the phone is looking to be bulk loaded with a low level utility.
Don't assume they're stupid or not listening, techs need to be able to diagnose the problem if they're to help.
Seriously, have you seen the stupid crap end-users do with their phones?

Trust me they do read but they are required to go through the most tedious and annoying protocols to out you off or eventually solve the problem with the most minimal impact (money wise) and once they have been through every single option to avoid giving you a replacement they will give you one unless your phone is repairable for cheap, its annoying but its how most companies operate sadly.

FYI.. if you get the new hardware notification in Windows, then the download files they have provided you with have everything you need to fix it yourself.

koe1974 said:
I know it appears that the phone is dead but try this.
Connect the phone to a USB port and hold up volume and depress the power button for about 20 seconds. You might see a new device driver notification in Windows.
If you do, the the phone is looking to be bulk loaded with a low level utility.
Don't assume they're stupid or not listening, techs need to be able to diagnose the problem if they're to help.
Seriously, have you seen the stupid crap end-users do with their phones?
Click to expand...
Click to collapse
I tried your tip of holding the power and volume up for 20 seconds while connecting it to Windows PC. I got nothing. Absolutely nothing. I hold it for 2 full minutes. Still nothing. Try 3 times with different time intervals. Still nothing.
I don't think my phone can be fix with a software fix now. If the PC can't recognize the phone, I don't think you can even fastboot it. The phone is unresponsive to all kind of power button press combination.

gsmyth said:
If you havent already tried it, try plugging in to a low power USB source (PC/laptop, TV with USB port/etc) to charge slowly. Sometimes it can help replenish a drained battery better than a mains source for some reason and bring the phone back to life.
Click to expand...
Click to collapse
I have not tried to connect it to a lower USB source yet. I will try it and let you know.

Check your USB cable. Sounds like one of the contacts may be bent. Also try holding down the power button as you plug it in.
Sent from my A0001 using Tapatalk

There's a couple threads similar to this already,
http://forum.xda-developers.com/oneplus-one/general/to-idea-how-customer-service-t2851237
http://forum.xda-developers.com/showthread.php?t=2796367
You can share your experience with others in either of those.
Thread closed, thanks!
Darth
Forum Moderator

Shield Controller Unpairing After Reboot! Please help

As the title states, each time the Shield is rebooted I have to repair the included game controller. I've had the device for two months and it just started this today. I received a sound bar from Amazon today and the shield had to be unplugged in order to move the unit to a new shelf. After connecting the sound bar to my TV through an optical port, I plugged everything back in. At this point the controller required me to pair it, and has every time I've powered the device off since? I've not tried a factory reset, for obvious reasons that will be my last resort. The shield is not rooted, and on the latest firmware. The controller firmware is also up to date. If anyone has experienced this or has any idea of a cause or fix, your input would be hugely appreciated! Thank you.

androholic said:
As the title states, each time the Shield is rebooted I have to repair the included game controller. I've had the device for two months and it just started this today. I received a sound bar from Amazon today and the shield had to be unplugged in order to move the unit to a new shelf. After connecting the sound bar to my TV through an optical port, I plugged everything back in. At this point the controller required me to pair it, and has every time I've powered the device off since? I've not tried a factory reset, for obvious reasons that will be my last resort. The shield is not rooted, and on the latest firmware. The controller firmware is also up to date. If anyone has experienced this or has any idea of a cause or fix, your input would be hugely appreciated! Thank you.
Click to expand...
Click to collapse
I had a similar issue and it ended up being the controller. After it was replaced all was well.

Sleep Mode can't wake and 3.0 update (model Pro 500GB)

I received the Shield TV yesterday is the Pro, when i configure the first time the update start automatic to 3.0, when all works fine, and leave a few time the shield enter in sleep mode, but the problem is can't wake up, i tried with gamepad, remote, usb keyboard, power button anything respond, the only way is unplug the power and plug again.
I see in nvidia forums that is possible is a problem of the 3.0 update, because i can't tested in a lower version i don't know if is a general issue or is my device.
Tried on a Samsung TV LG TV, with and without HDMI CEC, and differents hdmi cable, and ethernet and Wifi.
I don't know, if you wait if general issue or return to the store.
Anyone have the similar problem next to update to 3.0? appear only fail on the Pro model 500GB.

Hi,
I have exactly the same problem since I updated to Marshmallow.
Shield Pro 500GB. I tried to play with HDMI CEC and power settings (disabled sleep mode completely) as well, but still can't wake/turn on when I leave it alone for a while. Case green LED is not lit. The touch button on the case does not even work. Tried Shield controller, xbox 360 wireless controller, shield remote, Logitech K400 plus keyboard/touchpad without any luck. Only option is to dis/reconnect power supply.
Bootloader is unlocked, I used it rooted before the Marshmallow update and there were no problems. I did not reroot it yet.
Any ideas, anyone?
Thanks!

Same Here
Have the same exact problem since updating to 3.0
Has anyone found a way to fix it?
I have the 500GB model.

It's general bug, many user report on shield forum. For now I guess just power off every time then turn it on using bottom on the machine.

I have the same problem too. I'm from Spain but buy on Amazon France ( 500 G ) version PRO. Has anyone tried to install another version of the firmware ??
for example: the developer? //developer.nvidia.com/shield-developer-os-images ( sorry but ....To prevent spam on the XDA forums, ALL new users prevented from posting outside links in their messages. After approximately 10 posts, you will be able to post outside links. Thank you for understanding! )
????

Having exactly the same problem.
I got mine 2 days ago and immediately upgraded to marshmallow so don't know if it happened before.

I did contact nvidia, and they are awere of it. Just send the feedback in your geforce expiernce on the pc or laptop, and on the shield tv in about and then send feedback. They are working on it to get it fixed.

same problem when hdmi control turned on on my tv.. problem is that i need it for my sound

Have had the same problem after updating, but for me the standbybutton on the console itself doesn't work after sleepmode has been active for a little while, have to take the ACcord out and in again to get it working, the fan ect is clearly running so it is in sleepmode, annoying as hell, was about to return it for a new console yesterday but they didn't have new ones in so i wouldn't go the whole easter without my movies and series stuck at the cabin.. hehe
Hope they get it fixed ASAP or some smart XDA-member makes a fix =) must be a software issue, but why only on some consoles ? i have formatted the thing multiple times to try getting it fixed without luck..

I hope someone found fix. In any case, i experience the same but not all the time.
In about 1/4 of the attempts to wake the device it is stuck in sleep. Impossible to turn it back on with remotes, controllers or hdmi-cec. The tv also loses track of the fact that a device is connected to that specific hdmi port.
Unplugging and plugging back in forces a reboot.
This is on a fully updated, fully "original" ATV Pro
Verstuurd vanaf mijn A0001 met Tapatalk

Need Help - Shield 2015 16GB no booting anymore

To start at the beginning.
The shield was running flawless unitl I got the Update to nougat. After that all the time network (LAN) crashed and even my router got problems. This just happened when the shield was on. Without everything was fine. The shield lost all the time the IP adress provided from the router. Setting it to static was not much better.
I decided to make a recovery flash as descripted here, because I thought the update crashed somehow.
https://developer.nvidia.com/gameworksdownload
I just made those changes which are written in the instructions. Everything seems to worked out. Files were copied and flashed.
After the reboot command. I just get a black screen. Nothing happens. I can load fastboot again with no problem, but the OS will not boot. Unpluging doesn't help either. Tried a different tv too. Still black screen
I even locked the bootloader again.
Can somebody please help me to get the shield fixed?

Did you use the flash-all.bat script?
If so then try to flash each part manually using these commands in fastboot. Do not reboot device until you flashed all those img files.
fastboot flash staging blob
fastboot flash boot boot.img
fastboot flash recovery recovery.img
fastboot flash system system.img
fastboot flash vendor vendor.img
fastboot reboot
Funky-Fab-4Strings said:
To start at the beginning.
The shield was running flawless unitl I got the Update to nougat. After that all the time network (LAN) crashed and even my router got problems. This just happened when the shield was on. Without everything was fine. The shield lost all the time the IP adress provided from the router. Setting it to static was not much better.
I decided to make a recovery flash as descripted here, because I thought the update crashed somehow.
https://developer.nvidia.com/gameworksdownload
I just made those changes which are written in the instructions. Everything seems to worked out. Files were copied and flashed.
After the reboot command. I just get a black screen. Nothing happens. I can load fastboot again with no problem, but the OS will not boot. Unpluging doesn't help either. Tried a different tv too. Still black screen
I even locked the bootloader again.
Can somebody please help me to get the shield fixed?
Click to expand...
Click to collapse

Yes i did all parts manually. Dont even know there is a flash all script. I followede the instructions in nvidia page.

Same thing happened to me.
However mine will not flash the boot.img it just hangs

so you dont have any boot at all? You still get into fastboot???

Just an FYI I got mine RMA'd by Nvidia, I had to go through the chat and do all the fixes, none worked so I had to dig up the receipt, take a pic of the serial # and give them my tv model number. Pretty painless overall. Should get replacement in 3 days.

I just got contact to nvidia too. Hope they gonna rma mine too.

Just got the instructions for rma via E-Mail and already sent all documenta back.

I had the same issue, did the chat, was told I'm getting RMa'd but for two days now there has been no further discussions or emails. Did your Rma confirmation take a bit to come? thanks

Didn't get anything back until now. Keep fingers crossed

when you submitted receipt and sn / pn, did you change to Do you want a response? I had originally put no. Also its more like 4 days now.

I just got all information via E-Mail. It was an offline chat Mord less. Nvidia just wrote me back in this second. The guy passes everything over to their waranty Departement and will get back to me after he has some news.
Edit. Just got my rma documenta and shopping label.

I did mine through the chat and got an email today that they are sending mine out.
We value you as a customer and for your convenience; I have raised an advance replacement of the device, meaning you'll be receiving the replacement unit before you have to send back the defective to us. We'll also provide you with a prepaid shipping label to send the defective back to us.
I would go through the chat rather than email. I also filled out the survey after the chat and gave glowing remarks about my rep I think that helped speed up the process.

AS mentioned. Got my shipping Labels already but i have to send it out first i guess. Worst thing is FedEx is 50 km away Form my place to drop it off.

chrissurra said:
I did mine through the chat and got an email today that they are sending mine out.
We value you as a customer and for your convenience; I have raised an advance replacement of the device, meaning you'll be receiving the replacement unit before you have to send back the defective to us. We'll also provide you with a prepaid shipping label to send the defective back to us.
I would go through the chat rather than email. I also filled out the survey after the chat and gave glowing remarks about my rep I think that helped speed up the process.
Click to expand...
Click to collapse
when did you start the chat? Its now 4 days with nothing further in comments other then he said he would rma.

I did my chat yesterday and it was shipped today I will receive it next Tuesday. Very simple process.
Heres the link I used:
http://nvidia.custhelp.com/app/chat/chat_launch/session/L3RpbWUvMTQ4NTkxMzE4My9zaWQvTFBXb1o1YW4=

maybe you flashed something incorrect ... but then locked the bootloader. the bootloader should never be locked when there is file corruption because the only way to fix it is by unlocking the bootloader and flashing. but if its locked and fried your screwed.
maybe you locked it for rma

So I got a new or refurbished Shield today. I set everything up and now I am back at my first problem before i tried to flash a recovery rom with my old shield.
The unit always loosing ethernet network connection. It says its connected, but no internet. The funny thing is, that I updated the software via the same line. to 3.3 and then to 5.0(2). So the Internet is working fine on other devices with the same wire.
Maybe it just starts when i install kodi... but why? My old Shield was running just fine with kodi and Software 3.3.
Any ideas?

Nvidia Shield TV Pro, a Nightmare !

I got this thinking I am buying the best machine available for streaming and from day once , have been plagued by problems.
First on opening the unit, the AC adapter was faulty. It turned out to be a piece of plastic stuck between the contacts.
Anyway I solved that problem on my own as shipper refused to entertain any claims outside the USA.
Then when it finally got going, I noticed most apps had loading circles going around, and were waiting to download. Tried everything possible and they would not move ahead . Finally cleared cache and data on the Google Play Store app and the app started downloading for precisely one application then it stopped and again same circling. I had to clear data on the Play store app every time to update each and every app on the machine.
Then i couldnt find my favorite apps in the app store. Turns out , Shield does not support. Ok, no problem, i said lets compromise and move on.
Downloaded MX Player Pro from the Play Store and sat down to watch a 1080p movie on the USB drive and again the loading circle popped up on the screen. Buffering on a 1080p file from a usb 3.0 flash drive !!! I copied the file onto the HDD and again the same problem. I had no idea how to watch this movie, BTW had watched it a night before perfectly on my Alphawise H96 Pro+.
Then one by one all the apps started crashing.
I decided to do a factory restore which lasted 2,5 hours. After restore, same problem, all apps crashing.
I do not have anything connected to the Shield , no usb drive. no air mouse, nothing. Both ports are empty.
The surprising thing is even Google play store crashes , also the Lean back Launcher and the system crashes.
I called up Nvida support and they say we do not support the Shield as you are not in the USA. Guys, even the chinese from Aliexpress support you and give a replacement if item is faulty. All they ask is a video showing the problem. In todays times, there are going to be non us customers buying from the Usa, you need to support them also.
Stuck with a Lemon.
Cannot even sell it off as whoever buys it from me will throw it back in my face. The dam thing is just a few days old.
Havent slept three nights, trying to solve the problem, got finally tired and have connected the Alphawise to the TV and Shield goes back into the box
There are lots of other people complaining about similar issues but no fixes from Nvidia ?
If someone can please suggest something which I can try, I will be highly obliged. Else I am stuck with a $300 paper weight.
I did a Full Reset (2.5 hours) once and a Fast reset , hoping it would solve the problem. But no luck.
Please help, someone, please.

Wow, that sounds like a whole lotta suck.
Sorry to hear you had such hardship.
My Pro model had the blurry Recommendations section, which was a symptom of the faulty harddisk, for ages (before I knew about the mass RMA they had) and, one day, the Shield stopped responding to input, even from the capacitive power button on the device itself.
So I pulled the plug but it wouldn't turn back on afterwards.
I applied for a replacement here:
https://nvidia.custhelp.com/app/home
Where'd you get yours?
I'd purchased mine as soon as it was released through the US Amazon - I couldn't wait the extra month or so for it to be released in Europe
Despite this, they processed the replacement. I sent it off to the Netherlands, if I recall correctly, and they returned the refurbished unit shortly afterwards, which has been working fine ever since; all the useless recommendations load quickly and there's no slow down or stuttering like I'd experienced before. I also got a new controller in the box with it and an EU plug. :good:
Anyways, my point is that it shouldn't matter where it was purchased. Try that link and see if you can't get it sorted.
I wish you the best!

DreadfulDrummer said:
Wow, that sounds like a whole lotta suck.
Sorry to hear you had such hardship.
My Pro model had the blurry Recommendations section, which was a symptom of the faulty harddisk, for ages (before I knew about the mass RMA they had) and, one day, the Shield stopped responding to input, even from the capacitive power button on the device itself.
So I pulled the plug but it wouldn't turn back on afterwards.
I applied for a replacement here:
https://nvidia.custhelp.com/app/home
Where'd you get yours?
I'd purchased mine as soon as it was released through the US Amazon - I couldn't wait the extra month or so for it to be released in Europe
Despite this, they processed the replacement. I sent it off to the Netherlands, if I recall correctly, and they returned the refurbished unit shortly afterwards, which has been working fine ever since; all the useless recommendations load quickly and there's no slow down or stuttering like I'd experienced before. I also got a new controller in the box with it and an EU plug. :good:
Anyways, my point is that it shouldn't matter where it was purchased. Try that link and see if you can't get it sorted.
I wish you the best!
Click to expand...
Click to collapse
I have the 2017 shield pro. and all though I wouldn't say it has been a nightmare, it hasn't been without its problems; such as apps randomly not responding with a message saying close the app or wait...slow down of apps opening at all to include settings not opening...streaming apps to include Netflix not playing or simply force closing...even Leanback Launcher stopping with the message Leanback Launcher has stopped...close or wait....I finally bit the bullet after posting on this forum and getting no response and did a wipe of data and dalvic from TWRP and re-flashed the 6.1 or 6.2 firmware. It seems to be running smooth so far. Got my shield from amazon. wouldn't expect this many problems from a $300 device that claims to be the best on the market. When it works without problems it is a great device!
Hope you get it sorted out. If nothing else works, it may be worth it to fastboot boot TWRP if you have an unlocked bootloader...wipe data and dalvic and install the 6.1 firmware update.

Real sorry to here you had so many problems Mate. Hope they sort it for you ....But if they fail to deliver (which they really should not, Take no excuses from them ,Polite but firm)
You have the option to get a Donner clone from a thread based in these forums ,along with further help in the threads below.
https://forum.xda-developers.com/shield-tv/development/nvidia-shield-tv-ssd-t3402580
https://forum.xda-developers.com/shield-tv/general/guide-migrate-to-ssd-hdd-size-satv-pro-t3440195
I would almost Guarantee that it is your Hard drive at fault ...as your descriptive clearly points to this as the culprit.
I have read a number of post and comments in them threads ,and it is invaluable ... I am Dam sure many will bend over backwards to help you out.
Real shame the same can not be said concerning NVIDIA ...Hopefully they see your Dilemmas and respond dutifully.
Good Luck!
Best Regards,