HTC論壇

標題: HTC U11 部分版本遭列為「未通過認證」 [打印本頁]

作者: c2cb1eea-4932-491a-babc-1a53ef1cbd6e 時間: 2019-11-17 16:09
標題: HTC U11 部分版本遭列為「未通過認證」
最近發現 HTC U11 升級 Android 9 之後，Google Play 商竟然將 U11 顯示「裝置未通過認證」。

（目前部分機型的海外版更新至 Android 9 的最新版本）

（HTC U11 被判定為「裝置未通過認證」）

經過測試，無論是對 Google Play Store 清除資料或是進入工程模式還原至原廠設定，皆無法解決問題。
即使手機處於 Locked 的狀態，也很有機會碰到此問題。

寫信跟北美官方確認後得到以下的回覆：

This issue has been reported to us and we have let our engineering team know.
We are committed to delivering a great customer experience.
As such, we investigate all reported issues.
We apologize for any inconvenience you have experienced and appreciate your patience as we work quickly to investigate this matter.
In some instances, we may be able to deploy a software update to address an issue.
We recommend you regularly check your device for updates and download them when available.

大意內容為：
此問題已回報至工程團隊，對不便深感抱歉。
將迅速展開調查此情況。
在某些情況下，可能透過軟體部屬更新解決問題。
建議定期檢查是否有的更新，並在可用時下載。

看起來有不少版本的 U11 在更新至 Android 9 後有此狀況。

目前已知，此狀況會造成無法透過手機感應付款。

如果碰到此狀況，也可以自主跟 Google 回報，請參考以下方式：
首先，下載 Device ID 取得該裝置的 Google Service Framework (GSF) 的 Android ID 序號。
接著，進入 Google 裝置註冊填入已複製的 GSF 的 ID ，進行註冊。
這樣 Google 會向手機製造商 HTC 確認裝置是否符合相容性測試。

最後，只能默默等待官方工程團隊解決此問題了。
本文章最後由( kaiconan )於 2019-11-17 16:11 編輯

作者: 1f3693b3-0078-4e1d-8363-10fe59413d5d 時間: 2019-11-17 16:39

台灣更新後是正常的。目前Play商店最新版本是17.4.28。

作者: c2cb1eea-4932-491a-babc-1a53ef1cbd6e 時間: 2019-11-17 16:53

Mickey Wang 發表於 2019-11-17 16:39
台灣更新後是正常的。目前Play商店最新版本是17.4.28。

有兩點必須要說明：
部份海外版， Android 9 未包含「自動調節電池用量」，因此可以說的確跟台灣版不同。另外還原至原廠狀態，若使等待 Google Play 商店自行更新，通常不會更新至最新版，而是更新至相對穩定新版。
所以上述整篇內容是以「北美官方回應」為主要詢問管道，還請特別注意。

作者: 5f3ca810-5a49-41fe-bbce-d9a3c3c4e41a 時間: 2019-11-18 08:06
裝置未通過認證
雖然台版U11歷來在韌體更新後也曾發生過
但是樓主現在說的是海外版本非台灣販售版本，若在標題註明更好

作者: 9f71a1ad-0380-43d4-8346-0be8cf5baaeb 時間: 2019-11-18 09:51
您好，感謝您的建議和回饋，這邊小博士會再幫您回報給內部相關人員來了解，感謝您！

作者: c2cb1eea-4932-491a-babc-1a53ef1cbd6e 時間: 2019-11-19 08:27

HTC小博士發表於 2019-11-18 09:51
您好，感謝您的建議和回饋，這邊小博士會再幫您回報給內部相關人員來了解，感謝您！
...

如果小博士需要詳細資料查詢，如下：
電子郵件查詢回條：HTC Support 10075119
案件成立時間：2019年11月16日上午8:25 (UTC-8)
回復者：Melzar M.
回復時間：2019年11月16日上午11:31 (UTC-8) / 14:34 EST

相信內部查詢會更快一點。

作者: c2cb1eea-4932-491a-babc-1a53ef1cbd6e 時間: 2019-11-19 08:35

Btoyang 發表於 2019-11-18 08:06
裝置未通過認證
雖然台版U11歷來在韌體更新後也曾發生過
但是樓主現在說的是海外版本非台灣販售版本， ...

刻意不寫的理由如下：
HTC 本來就應該針對自家商品在更新上做好基本把關，且無論是 HTC 哪一個國家或地區銷售時，也從未說明該區域銷售的版本；也就是說，也許台灣使用者也有此情況，只是還沒發現。
本人也只是提供如果碰到該問題時，使用者該如何先自救，然而問題本身還需要 HTC 與 Google 了解之後解決，而不能有一絲絲怠慢處理。
另外，目前發現的是手機裝置感應付款，難保證會有其他影響，要是有使用者依賴此功能，難道還要先讓消費者了解自己買的是什麼版本的手機，再跟官方反映？相信大多數者使用者是沒有能力知道這些事情的。
基於以上理由，本人認為使用者無須瞭解使用的版本，只需要知道自己的手機在正常的操作下與支援其間內，正常使用手機就好了。你說呢？

作者: 327c41f2-5acb-4d15-a6a5-0f1d25e2dce5 時間: 2019-11-19 17:18

kaiconan 發表於 2019-11-19 08:35
刻意不寫的理由如下：
HTC 本來就應該針對自家商品在更新上做好基本把關，且無論是 HTC 哪一個國家或地區 ...

Please forgive me for posting in English. I am an English HTC U11 owner and this problem was reported on October 9 2019. To date HTC have still not found the root cause of the problem and as such cannot provide a timeline for a fix. Doing a factory reset will not solve this problem, it is something that HTC has done inside the ROM that needs to be fixed. I am posting here because it is the only HTC community that has a active link with HTC Support and I am hoping to get a better response. I would attempt translating with Google Translate but it might make mistakes and I don't want that.

作者: a89821f0-3086-4972-baf4-911f678b9896 時間: 2019-11-20 11:05
可以去：設定應用程式play商店儲存空間，然後把它清除，然後再按進去

作者: c2cb1eea-4932-491a-babc-1a53ef1cbd6e 時間: 2019-11-20 12:06

周韋丞發表於 2019-11-20 11:05
可以去：設定應用程式play商店儲存空間，然後把它清除，然後再按進去

麻煩仔細看內文，有詳細的說明，謝謝。

作者: c2cb1eea-4932-491a-babc-1a53ef1cbd6e 時間: 2019-11-20 12:22

anakha56 發表於 2019-11-19 17:18
Please forgive me for posting in English. I am an English HTC U11 owner and this problem was repor ...

Posting in English here is not a big deal. I found out that there weren't may people talk about this issue on Reddit, or maybe not many users notice this. I probably will share this information in Reddit in All English formate when I was free on the weekend.
I remember that when I wrote to HTC US customer service an Email, they seem already know this issue and the technical support wanted me to wait them to release update(s), which I mention in this article. This means for some reason HTC technical support takes more than a month and has not a good solution. This is kind of disappointing.

作者: 327c41f2-5acb-4d15-a6a5-0f1d25e2dce5 時間: 2019-11-20 13:16

kaiconan 發表於 2019-11-20 12:22
Posting in English here is not a big deal. I found out that there weren't may people talk about th ...

Tried clearing all cache locations, even downgrading the Play Store to an earlier version does not work :/.

There are, I think, 5 threads on Reddit about this problem. But as you said, one month to fix the issue is not right.

I will monitor this thread with Google Translate to see if it gets any update.

作者: 9f71a1ad-0380-43d4-8346-0be8cf5baaeb 時間: 2019-11-26 18:32
您好，小博士這裡想詢問您是否有安裝非play商店架上的應用程式（apk 檔案），以利小博士轉交給內部單位來確認，感謝您！

作者: 327c41f2-5acb-4d15-a6a5-0f1d25e2dce5 時間: 2019-11-26 22:02

HTC小博士發表於 2019-11-26 18:32
您好，小博士這裡想詢問您是否有安裝非play商店架上的應用程式（apk 檔案），以利小博士轉交給內部單位來確 ...

Hello and thank you for the response.

It is interesting that you ask this. I was the first user to find that if you install Google Device Health apk it re-enables the missing options for Adaptive Display and Adaptive Battery and since this has been installed my idle battery drain is perfect. I have been wondering if this has caused the device to be banned from Google Play Store? Besides this apk the other two are Google Phone and Google Camera, Google Phone was after the phone being listed as not certified so that is not the problem apk and Google Camera port has been used by many, many devices across many manufacturers with no issue.

Please thank, according to Google Translate, Little Doctor for asking that question. HTC English Support has not asked any questions and I get the feeling of being brushed off.

作者: 9f71a1ad-0380-43d4-8346-0be8cf5baaeb 時間: 2019-11-27 10:09

anakha56 發表於 2019-11-26 22:02
Hello and thank you for the response.

It is interesting that you ask this. I was the first user t ...

Hello, I will help you to report the information to the internal staff, thank you！

作者: c2cb1eea-4932-491a-babc-1a53ef1cbd6e 時間: 2019-11-28 06:52

HTC小博士發表於 2019-11-26 18:32
您好，小博士這裡想詢問您是否有安裝非play商店架上的應用程式（apk 檔案），以利小博士轉交給內部單位來確 ...

更新至 Android 9.0 之初有手動安裝「自動調節電池用量」，為了驗證是否是因為第三方應用程式，還原至原廠設定後，即都從 Google Play 下載按裝。

作者: 9f71a1ad-0380-43d4-8346-0be8cf5baaeb 時間: 2019-11-28 11:42

kaiconan 發表於 2019-11-28 06:52
更新至 Android 9.0 之初有手動安裝「自動調節電池用量」，為了驗證是否是因為第三方應用程式，還原至原 ...

您好，這裡會再幫您回報給內部單位來確認了解，請您耐心等候，感謝您！

作者: 327c41f2-5acb-4d15-a6a5-0f1d25e2dce5 時間: 2019-12-19 14:25

HTC小博士發表於 2019-11-27 10:09
Hello, I will help you to report the information to the internal staff, thank you！

Some more information that needs to be considered and if you can to please pass on to the internal staff.

I recently discovered that in the fastboot menu my phone is reporting "Software Status: Modified" now I have never rooted this phone since I have bought it. I have approached the reseller and they have confirmed that the phone was bought from HTC and shipped directly to me so no-one from the shop has touched the phone. How did a phone direct from HTC come with software status modified? The only thing that we can think of is that back in December 2019 I flashed the following RUU

RUU_OCEAN_WHL_O80_SENSE90GP_MR_NA_Gen_Unlock_2.42.617.1

To resovle a different problem. The reseller seems to think that by flashing this RUU I have caused the software status to trip and that this is causing the device to be no longer certified. Is this possible?

作者: bcab97ae-f165-42e3-8eff-2b549a5f24a5 時間: 2019-12-21 21:24

anakha56 發表於 2019-12-19 14:25
Some more information that needs to be considered and if you can to please pass on to the internal ...

我也遇到相同的問題了，Google pay無法使用

希望能盡快修正問過，不然可能要放棄這支手機了

作者: 327c41f2-5acb-4d15-a6a5-0f1d25e2dce5 時間: 2020-1-7 17:13

sundory 發表於 2019-12-21 21:24
我也遇到相同的問題了，Google pay無法使用

希望能盡快修正問過，不然可能要放棄這支手機了

I don't think this will be resolved soon. My ticket with HTC #10062486 has been open since 03/10/2019 with no progress other than "We are looking into it". It was in desperation that I turned to this forum for help and escalation but this to also appears to be a dead end. Not nice to say but I am a little happy to see that this problem is now reaching to the forum users, hopefully HTC will push harder to get this resolved. I did see mention on this forum for a new update, are you running the new update? If so and your phone status is still not certified then that means that HTC still have not found a fix :/.

作者: 327c41f2-5acb-4d15-a6a5-0f1d25e2dce5 時間: 2020-4-3 16:39
Sadly it does not look like HTC will be fixing this problem at all and since they won't be fixing it and are not interested in fixing it I have no other option left to me other than to buy a new phone other than HTC and just not come back to HTC. Their response to this issue should serve as a warning to everyone that they are not the company they used to be.

作者: c2cb1eea-4932-491a-babc-1a53ef1cbd6e 時間: 2020-4-23 01:19

anakha56 發表於 2020-4-3 16:39
Sadly it does not look like HTC will be fixing this problem at all and since they won't be fixing it ...

They are on organization drawdown now, especially on customer service, therefore, This issue well takes more time. As you know, HTC is focused on HTC VIVE, the VR or XR, now, so it's seems hopeless, sigh…

作者: c2cb1eea-4932-491a-babc-1a53ef1cbd6e 時間: 2020-5-19 00:49

anakha56 發表於 2020-4-3 16:39
Sadly it does not look like HTC will be fixing this problem at all and since they won't be fixing it ...

Hi there, today I just check system update, and I got an update. The system number will be version 3.37.617.2.

This update fixed some bugs, and hope this helps you.

歡迎光臨 HTC論壇 (https://community.htc.com/tw/)