Thursday, September 18, 2008

2.1 Firmware Investigations

Just a quick update, but following information provided by diligent users, we have some lines of investigation which we are pursuing on the freezing issue which can sometimes occur with iPhones or iPods running the new 2.1 firmware.  We've also managed to reproduce this ourselves on a test device, and are working on a consistent reproduction case to nail it down.

If you encounter this problem, please do e-mail support with the subject 'iPhone Freezing Returned'.  We've had a number of users send in reports, but more information is always good.  Please include some details about--as best you can recall--the last operations you were performing before the freeze.  That information is especially helpful.  Things like, were you adding an entry,  changing one, or not changing anything?  If you were changing one, was there anything unique about the entry?  We may not respond individually to each e-mail, but we are studying them.

And our thanks again to all the users who have sent us information.  Thank you!

47 comments:

Carlos said...

I am trying to turn Calendars off, or delete the account and, it is not allowing me do so.
How can I effectively disable the Calendar from syncing with Nueva Sync, either temporarily or permanently.

Thank you.

TEST ACCOUNT said...

@ Carlos.

WHY? Because it freezes? Dude at this time there is NO work-around. (THIS GOES FOR THE NEXT WANT-TO-BE GENIUS WHO COMES UP WITH ANOTHER WORK-AROUND!)

Right now this is all you can do:

1) Reset all settings, on you iPhone.
2) Delete you Nuevasync account from iPhone.
3) Wait for Nuevasync to work things out.

Francis said...

If you delete your account off of www.nuevasync.com then soft reset your iPhone, you can then disable or delete Calendar sync on your iPhone. You can re-create your account on www.nuevasync.com later with the same user name. This method doesn't require you to reset settings on your phone, so you don't lose a thing.

It is also correct that there is no work-around at this time. If you do this, then re-create your account on www.nuevasync.com and on your phone, it will work for a little while, then freeze up again. We're waiting for a fix to that problem.

David Boreham said...

Folks, please do not delete and re-create your Nuevasync account. This just churns our user database and does nothing to solve the problem. If you want to disable sync without changing anything on your hanging iPhone, then change your Nuevasync password.

Carlos said...

If it would let me change my password, that would be wonderful.
I will have to find some time to actually sit down & figure out what to do with this, as this is inconvinient. I just can't work with the iPhone Calendar, period.
Thank you,though.

Daphne said...

@carlos: you can change your password at the Nuevasync-website. Then reset your iPhone (hold and home button for 10 sec). Then you can remove your Nuevasync-account from your iPhone (don't give the new password if your iPhone asks for it!). All your calendar-items will be removed from your iPhone though.
I hope someone will find a permanent solution...

marky said...

TRieD to turn off contacts sync on iphone 3g= FREEZe
Tried to delete exchange sync account on iphone 3g= FREEZe

changed password on NUEVASYNC website and did not update the password on iphone 3g = NO FREEZE and normal (but of course no sync)

=)

Carlos said...

I effectively deleted my account off of www.nuevasync.com and then, and only then, could I regain control of my iPhone Calendar.
Nuevasync is undoubtedly a great service. It's just unfortunate that this happened.
Looking forward to some genius finding a fix for this one.

MrAffectus said...

I managed to get Calendars to turn off. I switched it to off and got the in progress pop-up; I then plugged the phone in and went to sleep. In the morning Calendars was off and the data was wiped without my having to reset the whole device again.

I turned Calendars back on to see if things were back to normal. My info uploaded and the calendar worked fine for a while ... then started crashing again.....

ptone said...

Looks like they fixed it. (at least my freezes, which were severe)

I was able to delete the nuevasync account on the phone by:

change PW on nuevasync server account

going to airplane mode

goto account info and change PW quickly and then

return to home screen (don't linger...)

Delete Nuevasync account on phone

exit airplane mode

recreate nuevasync account on phone

so far so good...

Steve said...

I just did what ptone suggested, and so far it's working. I don't think it's gone this long without freezing before! I guess we'll see what happens

vestini said...

Would it be too suspicious of me to wonder if Apple, through its new firmware 2.1, has deliberately provoked the freezes?

After all, NuevaSync is a competitor to MobileMe and the dirty tricks Microsoft, through its operating system, played on Netscape certainly offer a precedent.

To ruin NuevaSync it would not be necessary for Apple to code its firmware to freeze ALL iPhone calendars using NuevaSync, only a certain random number. Since there were occasional freezes before 2.1, the apparent change would appear to be only incremental.

But enough to make ALL users wary of NuevaSync. No one wants to put vital information in a system that is prone to locking out all access.

So maybe the way forward is getting the "iPhone Dev Team" to check out Apple's new firmware for malicious code.

And getting a team of lawyers ready to sue.

David Boreham said...

vestini: There's absolutely no possibility that this is an Apple conspiracy. Reputable companies just don't do things like that.

Roberto Riquelme said...

Hi everyone!

I had the same freezing problem... and it happened when I changed and created appointments in my iPhone, that had to be updated to Google Calendar.

I was able to delete and resync the account on my phone, and since then, I only changed the appointments in Google Calendar, that are updated to my phone, and no more freezing has occured...

Hope this helps...

Greetings from Chile!

whiskey mike said...

I used the reset all settings once last Tuesday. That was the first day I noticed the freeze. Since then I have had no issues. I can post events in Gcal or Ical with sync. No freezes. I'm using an original iPhone (edge) with 2.1 firmware

Bryan said...

David Boreham!!! The problem can be fixed by:

I was able to delete the nuevasync account on the phone by:

change PW on nuevasync server account

going to airplane mode

goto account info and change PW quickly and then

return to home screen (don't linger...)

Delete Nuevasync account on phone

exit airplane mode

recreate nuevasync account on phone

Everything WORKS NOW!!! WOO HOO!!

Daphne said...

@bryan: can you change a calendar-item on your iPhone? Because that's what trickers the freezing... (at least it seems like it does)

Bryan said...
This comment has been removed by the author.
Bryan said...

@daphe: Yes. I just tried it on mine and it updated it on Google Calendar and everything!!

David Boreham said...

Folks: if this problem were caused by something as simple as create an event on the iPhone, we'd have discovered that long ago. We know that the freezing state is entered without any communication whatsoever between the iPhone and our service. So something that happened in the past set the phone up to get into the frozen state all on its own. We do know that if you reboot the iPhone after changing your nuevasync password, then it won't hang again. So it has to make contact with the service at least once after booting in order to hang. We have made some changes to the service that should make the hanging occur less often, so it would be worthwhile performing the reset process (change password, reboot, remove sync config, re-add sync config) to see if it's fixed permanently for you.

Geoff said...

Guys, awesome product. I signed up last night having already upgraded to 2.1 and have had zero issues so far. To this point I'm only syncing calendar. Is there a way to receive a .ics invitation and accept it on the iphone? I see the invitations basket on my calendar now but can't seem to get anything to show up there. Thanks!!

wil said...
This comment has been removed by the author.
Ryan said...

I'm not sure if my problem is specifically related to the problems with 2.1 and calendar freezing, Since mine only seems to be affected by trying to view details for events on my calendar sent by google/nuevasync. When I try to view an event that is local or mobile me, I can view the details without any hassle. When I try to view any event sent to my phone by nuevasync (for my calendar subscriptions), it will crash the Calendar app. I have tried all the workarounds posted here, and no such luck.

Freddy Reyes said...

You don't need to reset your phone (I did it twice), just login into your nuevasync account and disable google cal sync.

Reboot your phone and now calendar shouldn't freeze.

I'm using NemusSync (your phone needs to be jailbroken) as a temporary solution until this could be fixed.

Jim Kimmel said...

This seemed to work for me (my calendar is the only thing I sync with nuevasync and since 2.1 when I launch the calendar app on the iPhone, nothing would happen - the phone appeared to freeze, no scrolling or date changes). Powering the phone off and on had no effect. The following steps seem to have corrected the problem.

I disabled the sync on Nuevasync's site. Deleted the account from my iPhone. Changed the password on Nuevasync and then re-enabled the sync from there. Then I created a new account for the sync on my iPhone. Everything appears to be working fine and no resets were required. Again, this was only for calendar syncing.

CWB said...

Changing my password or disabling sync on the Nuevasync site did not work for me; not matter what I did, calendar freezed up.
Even when I entered flight mode, disabled wifi and I changed the password on the NS site calendar would freeze.
So I did a reset of all settings, and now at least I can enter calendar. I haven't added NS yet, I want to wait until this gets resolved. One thing I did notice though, was that after the reset, I suddenly had 800mb free space where I had very little before.
Does syncing cost disk space?

whiskey mike said...

could this be possibly related to the problems the iPhone is having with mail checking since the 2.1 update? I've been seeing some discussion about dropped emails and failure to fetch mail regardless of time scheduled to get mail. Not sure if it's a parallel issue that may be affecting NS.

Kevin said...

Everything has been working fine for me for the past week. Granted, I haven't used my calendar application all too heavily. However, following Nuevasync's suggestions worked for me, and the freezing has been absent for the past week. Thanks guys! Looking forward to more advancements (color-coded calendar entries, and push gMail!)

Robin said...

if you RESET the phone...

Remember to turn the Time Zone Support back to OFF; the default after a reset is ON.

For me, all I had to do is reset and it worked again (via the Settings icon).

Strangely it just started to freeze last night even though I've been running 2.1 since it came out... and it seemed to be the calendar itself and not the Nuevasync connection.

BIG THANKS to the development team - this is BY FAR my favorite addition to the iPhone capability.

Devin said...

Hi all, just wanted to say that since I did the password change trick to delete the account on my iPod then remake it, I've had no syncing problems. Hasn't frozen once since I did it yesterday morning (about 18hrs ago).

*knocks on wood*

Spencer E Holtaway said...

I did

1. change password on nuevasync online
2. reset iPhone
3. delete Nuevasync exchange acct from iPhone
4. reset iphone
5. add Nuevasync exchange acct with new password

All has been working fine for about 24 hours. I'll post again if it freezes up again.

Also, this has helped my 2.1 battery life increase kick in, I think. Is it possible that the constant attempt to login/sync was eating up the battery? I also experienced a touch of overheating near the headphone socket since I installed 2.1, which has disappeared now that I've fixed (possibly temporarily, of course!) Nuevasync.

Tavs said...

None of the proposed workarounds have helped me.. Have reset, changed password, airplane mode, disabled sync on the nuevasync site etc etc. But alas, no resolution, my iPhone freeze when I access contacts, freeze when I access calendar. I cannot change or disable syncing in the iPhone settings, or the settings area freeze. Worked beautifully until 2.1, but now my iPhone is a brick when it comes to calendars or contacts.

Sasha said...

So just to get this straight, now that I've thawed my calendar out with the pw workaround, I should hold off on entering any events until we get a green light from nuevasync...?

All I can say, is at least I'm not going totally crazy!

Tavs said...

Any update on this issue?

Michael said...

I have held off upgrading to 2.1, so is it okaynow to do so?

Tavs said...

This problem has not been fixed yet. My iPhone 2.1 with Nuevasync is still freezing in calendar and contacts.

SJP said...

I followed jim kimmel's instructions (for only calendar syncing) with only one change: I had to change the nuevasync password before deleting the calendar account on my iPhone. The iPhone would not delete the account otherwise. Thanks jim!

Also, thank you nuevasync! This is a great product at a fantastic price.

Rememberer said...

Tried the reset account, change password fix and it seems to work. I'll post againg if it breaks.

Dirk said...

Guys, had the problem today first time too. Luckily I found this post. Did the PW change on the web, disabled sync on web, deleted and recreated account on iPhone.

IMPORTANT:
Problem appeared after I created an event (on Iphone) at April 2nd, 2009 which repeated monthly with no end date.
Anyone dare to reproduce this?

David Boreham said...

Thanks for your help everyone. We have succeeded in reliably reproducing the freezing problem and we're now working with Apple to resolve the issue.

Yonathan said...

I'm not trying to be brilliant or anything, and maybe this is totally irrelevant but has anyone with freezing problems tried to change the region format (general settings > international), or if that doesn't work, restore first and then change the region format? After my 2.1 update my region format setting had changed. I changed it back and that solved my problems. Might be just me, but maybe worth trying (I had actually already done a full restore before trying this so I don't know if it works without a restore)

Devin said...

just wanted to say that after doing the PW change trick 11 days ago my iPod hasnt frozen once.

Philip Cain said...

All I can say is, recurring events break things real bad.

I did the various password reset things to stop the freezing, but there are definitely now duplicate recurring events in my iPhone calendar that aren't showing up in Google.

ali said...

I tried the PW change thing a few weeks ago and it fixed it, but then tonight, randomly, it's started freezing with the calendar and contacts again.

adszhu said...

Hi, invitations delivered by Nuevasync are not handled as "invitations" on my iPhone, but they are placed in my calendar immediately, just like I had already accepted them. Is it possible to handle them as invitations that I can either accept or decline?

brion said...

First I just want to say this is a great service and thanks for providing it. that being said i too am having the calendar freeze problem. i did the reset steps and mine works again, but i imagine it will return. what's the status on the fix and the problem? also is there any way to keep it from happening?

Rod Swift said...

Philip Cain may have a clue to one of the iPhone lockup problems. I found that my sync worked well for weeks until I deleted at Google Calendar one instance of a recurring event.

I selected to delete just that item, but it did not delete it from the iPhone calendar via sync.

I then tried deleting a different single event of a recurring event on my iPhone and it didn't disappear from Google Calendar.

Then... well, the lockups started to occur.

Hmmmmmmmmmmmmmmm