Text bug - Working on possible solutions

Thank you for your inquiry. There is a software release in development for the SGH-A877 (Impression) to address the issue with texting. The software release is expected to be available for public release this month. 

Your continued interest in Samsung products is appreciated. 

Sincerely,

Technical Support

   The information was useful to me
   Satisfied    
5    4    3    2    1
   Not Satisfied    
   * Please do not reply back to this email message as this email address is used for
     outbound messages only.
   * If you are not satisfied with the answer we provided, please   click here
   * if you have a question on another product,  click here
   　
　
Text freezing
Please fix the issue with the text program. About every 3 or 4 days, it freezes while sending a message to a recipient. Power cycling the phone is the only temporary solution to this annoyance. The device has been around over a year, and there is no permanent correction for this yet? I've had this device for only 15 days, and it's froze 4 times already, with an AT&T 'soft reset' done twice already. I have never turned on the T9 function and I don't believe the touch screen freezes theory either, as I had an HTC 8525 that never froze once!

Thank you for your inquiry.  We understand your distress concerning the issue being experienced with your Impression.  We are committed to your satisfaction and would like to ask your assistance in resolving this issue. 

In order to provide our product analysts with the details that are pertinent to the isolation, duplication, and resolution of this issue, we ask that you contact us again with additional information concerning the following:

°         What software version is currently on your device?  This can be viewed by dialing *#1234#.

°         What is the signal strength at the time of this occurrence?

°         Does this occur when sending text messages, multimedia messages, or both?

°         Does this occur when sending messages to users on the at&t network, on another network, or both?

°         Is there an error message that appears on your device?  Example: Error?  Try again?

°         What specific action is being taken at the time of the error?  In example, does the error occur while talking, typing, sending, or receiving messages?  Is there a specific set of circumstances that can be identified in which this error occurs? 

°         Is the message you are sending segmented?  This means that the message is more than 160 characters in length and will be sent in multiple messages.  Is this the point where the issue occurs?

°         Are there any other details you can provide that may assist us in duplicating this?

Please note that until a solution is devised for this issue, powercycling your Impression should restore normal operation to your device.  We sincerely apologize for any inconvenience this presents.

A877UCID3 is the most current software version for your phone.  Your current version can be viewed by pressing *#1234#.

Should you have a version other than this release, we can flash this software to your phone at our service center. 

At your earliest convenience, please call Samsung Customer Support by phone at our toll free number 1-888-987-4357, between the hours of 7:00 a.m. to 9:00 p.m. Monday through Friday, and 9:00 a.m. to 6:00 p.m. Saturday, Central Standard Time to arrange for this service.

Additionally, some at&t locations may offer this service.  Please contact an at&t Customer Service Representative for information on the availability of this service.

    * Online: http://www.wireless.att.com/answer-center/main.jsp
    * Phone: 1-888-333-6651

Unfortunately, there are no supported options for removing preloaded features from your device.  Samsung is unable to assist with navigation of internal menu options.  We sincerely apologize for any inconvenience this presents.

We look forward to receiving your response to the points above.  Thank you for your patience and understanding.

We appreciate your continued interest in Samsung products.

Sincerely,

Technical Support


   The information was useful to me
   Satisfied    
5    4    3    2    1
   Not Satisfied    
   * Please do not reply back to this email message as this email address is used for
     outbound messages only.
   * If you are not satisfied with the answer we provided, please   click here
   * if you have a question on another product,  click here
   　
　
Text freezing
I am very frustrated with the text program freezing about every 3 days! I have found 2 different firmwares for the Impression: A877UCIB7 & A887UCHL6, but I need to know step-by-step how to install them inside the Impression, so not to brick it.

I will just erase access to the AT&T bloatware, as it is already disabled on my Impression; I don't mind the AT&T programs removed either. I do not need AT&T data on the phone, as I do not want to use any of those features. All I will use are text/picture/video messaging, voice calls, games, apps, and maybe the widgets (shortcuts).

I also know how to alter the internal settings by:
1) Using dial pad and entering: *#6984125*#
2) Choose INTERNALS and enter: *#3818790*#
3) Choose Storage Settings > update Java DB & update apps database

If you can't fix your software issue, at least let the customers troubleshoot for you! It is a shame that after a year there is still no solution for this annoying texting problem!

°         What software version is currently on your device?  This can be viewed by dialing *#1234#.

-         A877UCID3 (also found in Settings > Phone Information)


°         What is the signal strength at the time of this occurrence?

-          The device shows one signal bar (or sometimes none) and the "E" for Edge, then two to three signal bars and the "3G+" . . . about 5 texts later, it freezes while attempting to send a text.


°         Does this occur when sending text messages, multimedia messages, or both?

-         I have only sent one multimedia message and it sent successfully.  The text messages have only been the source of the freezing.


°         Does this occur when sending messages to users on the at&t network, on another network, or both?

-          I have only sent messages to people on the AT&T network.


°         Is there an error message that appears on your device?  Example: Error?  Try again?

-         The first four times, it stalls on the sending message screen and three minutes later, states to try again.  The most recent time, it wouldn't send the text and the center ("Back") & the far right ("End") buttons only show the list of messages trying to slide left/right.


°         What specific action is being taken at the time of the error?  In example, does the error occur while talking, typing, sending, or receiving messages?  Is there a specific set of circumstances that can be identified in which this error occurs?

-          I haven't texted while in a voice call;  I had texted while a game was suspended, but the text hadn't stalled in a suspended game.  I cannot determine what causes sending texts to stall/freeze, but the freezing happens about every 3-4 days.  I do not "power-cycle" the device every day, as I have never done so on prior devices (even the Samsung Sync).


°         Is the message you are sending segmented?  This means that the message is more than 160 characters in length and will be sent in multiple messages.  Is this the point where the issue occurs?

-         My text messages are usually less than 100 characters; primarily about 15 words or less and rarely reaching the third line in landscape mode (but when it freezes, most of the messages have been on the first line only).
 

°         Are there any other details you can provide that may assist us in duplicating this?

-         I have never turned on "T9," nor used the touch-screen keyboard to text; I only use the slider QWERTY to text.

-         All my texts are in reply to stored texts in the Inbox folder; I do not access my contact list to send a text.  I store less than 30 texts in the Inbox folder and under 20 in the Sent folder.

-         When the text message freezes, it is moved to the Outbox and will not send.  Attempting at least three times to send it, it will not send -- until the device is power-cycled and then it sends successfully.