[Resolved] AT&T Epix’s “SLOG DUMP” Error Message

Posted on Apr 17 2009 - 6:00pm by Hansoo
Update 5/22/2009: CareAce.net have written a quick review of ID1 update’s effect. A majority of the data generated from you guys, thank you! Please refer to any question, suggestion or observation of the ID1 update here!
Update 5/19/2009:
Exactly two weeks has past, and Samsung has promptly delivered the revised patch as previously mentioned. CareAce.net had gone through the entire installation process. We are now playing the waiting game (for problems to emerge) while testing the device for faulty behavior that had showed up after installing the initial patch.
Click below for Installation Process of the Samsung Epix’s revised patch

The installation process is somewhat tedious with quite a few soft resets and even hard resets. Be sure to backup all your data, you may want to use backup tools such as Microsoft Myphone, or PIM Backup. You should be able to complete the entire process in 10 to 15 minutes.

Tests performed (started 5/19/09 4:37pm PST):

  • Calling out: No freezing so far.
  • Incoming call: It has came through; none went into voicemail

We will continue testing the device and posting its results here. Check back for more updates. Feel free to let us know how the update worked for you!

Update 5/5/2009:
Outrage is a choice word for the effects of the FOTA update provided by AT&T that we’d initially addressed. While the intentions were genuinely helpful, the patch did cost more problems for some users. The most apparent behavoir includes the device freezes randomly when trying to dial. It is however notable that the problem (both SLOG DUMP and the effects after patch) does not apply to all Samsung Epix users.

AT&T has planned to release a revised patch in about two weeks, so if you’re experiencing frustration with the problem, help is under way.
AT&T Epix users have been experiencing an bugging error with the message “This is forced SLOG DUMP”. The no-fun part is the constant need to perform soft-resets and at times even hard-resets, causing a great level of inconvenience to the users’ experiences. Since the discussion first started back in May of 2008, and 341 discussion threads later, the problem has finally been resolved.

What does it look like?

RIL Messsage: This is forced SLOG DUMP. You may find the log file in My Device > Temp with a "Fatal Error".

Possible Problem

The problem seems to be triggered when the device attempts to execute certain command and was met with a fatal error which can be backtracked to the device’s radio ROM. This happens to a large proportion of the Samsung Epix user and the statistics (from discussion) does indicate the possibility that the majority of problematic devices are location based. As some of the forum users have pointed out, this problem can be traced to a log file created under My Device > Temp following the occurence of the error message.

Possible Solution

Many people have tried different ways to create a work around for the problem. Some of them includes:

  • Download previous notification patch
  • Soft-reset the device on a regular basis (there were free application available to perform this automatically)

Neither had resolved the problem on a permanent basis. And one can only perform this many soft resets or hard resets before frustration begin sink in.

The Solution from AT&T

Ultimately it was always up to Samsung and AT&T to develop and release a patch to amend this ROM-related issue. Fortunately, there always seemed to be a consistent conversation between the representatives of either company and concerning consumers. From there, data were collected, information gained, knowledge produced and finally a patch is made available and released! Here is a statement from AT&T’s Forum Caretaker on the Forum’s thread concerning the issue:

A fix is now available for the Samsung EPIX Slog Dump issue.  An AT&T Care Representative can send the patch directly to your phone.  The update will take approximately 5 minutes to install.  This process will not involve a hard reset of your device, but please ensure all important data is backed up prior to calling for the update.  Please call 800-331-0500 for this software update.  Thank you!

So what happens when you call them?

The AT&T consumer-service-representative (CSR) that you will be talking to will have the ability to push the patch throughto you using Firmware-Over-The-Air (FOTA). This process of receiving the patch may vary from a couple of minutes to several hours. If it does go beyond reasonable time of wait (e.g. more than a day), do call up AT&T and let them know. Once you have received the patch, installation is a breeze and can be performed in under 5 minutes. The indication that your firmware has been updated is the change of version to UCIB3, if not you may go through the following step to make sure its updated:

  1. Verify your firmware version. Version UCIB3 means you’ve already installed it.
  2. Go to Start > Settings > System tab > Windows Update.
  3. If you haven’t setup the Windows Update app, follow these steps.
  4. If you have, skip to step 5 a. When prompted to view a privacy statement, tap Next. b. From the dropdown list, select Manual. c. Tap Next. d. Tap Finish.
  5. Tap Check Now.
  6. It is required to excute hard reset.(important)

Conclusion

This was an epic experience for the group of Samsung Epix users experiencing this issue, with their needs finally addressed despite a 11-month wait. The lesson that we can all take away from this is that your voice does count. If you are experiencing an issue with your device, do try to contact relevant parties and make your problem known. Who knows, your issue might be simpler and your wait may be much shorter. A breathe of relief for the AT&T Samsung Epix users now. :)

61 Comments so far. Feel free to join this conversation.

  1. Erna Bostelmann February 28, 2012 at 2:18 am -

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  3. mrwangkai June 3, 2009 at 3:54 pm -

    Hey guys, we are still keeping an eye out for any updates, patch that may become available and will definitely provide any update if available! Thanks for all the input. :)

  4. Snickolaz June 2, 2009 at 7:44 am -

    Yeah there’s no way that I have a stronger signal on mine, now when I lean back in my office chair I loose all signal and drop a call. I wish there was like a reg hack to up the power, I would rather have a good signal than the battery lasting until dark…

  5. Anthony June 1, 2009 at 11:19 pm -

    Atleast you guys can update the phone! Mine won’t connect to the software Samsung released. AT&T sent me a ‘new’ phone through the mail, it wasn’t new. This update has been nothing but a headache.. Let’s see if samsung will replace my phone.

  6. buisnessM June 1, 2009 at 5:58 pm -

    It is supposed to be stronger. After updating, I can feel the signal is more stable but battery life is curious.

  7. Snickolaz June 1, 2009 at 8:33 am -

    Has anybody else been having weak signal after the update? I’ve had my spots here and there before, but since the update I seem to loose all signal more often than I used to.

  8. Peter June 1, 2009 at 6:38 am -

    Unfortunately I dont remember the GPS settings before the update, as it “just worked”. But I know that after the update it is:
    GPS Settings:
    Programs port: GPD1
    Hardware port: COM9
    Baud Rate: 4800

    I’ve tried these settings with no luck, then changed it to COM1 with no luck as well (for programs port)

  9. mrwangkai May 29, 2009 at 3:46 pm -

    Hey guys, if you are having GPS issue, would you mind sharing the settings information on your GPS before and after the ID1 update. We’re trying to figure out some possible solution from these information. Thanks!

  10. Pete May 28, 2009 at 12:03 pm -

    I totally see the device.exe spiking to 100% after loading Google Maps. Even when I close out the program it still spikes way too high. Have to restart and the device.exe goes down to around 11%.

    Was on the phone with ATT for hours trying to get another device, but only got a exchange. GPS still doesn’t work.

  11. JoonBLUE May 27, 2009 at 6:49 pm -

    @ONE4FUN
    That seems like a USB driver problem. When I tried to update, my PC does not recognizes Samsung USB driver for the first time after reboot. When you have this problem, simply try again without PC reboot. At least it works for my stupid Lenovo. If it still does not work, uninstall Samsung driver from Device Manager > Port, then try re-installing driver.

  12. Pete May 27, 2009 at 7:27 am -

    @MRWANGKAI thanks for the concern and update. I’ve tried a bunch of settings with no luck.

  13. mrwangkai May 26, 2009 at 6:38 pm -

    For you guys who are bugged by the GPS issue, someone suggested resetting the GPS settings to its prior setting may resolve the problem. Now I know you may not have kept track of the numbers, but if you did (or that you remembers), do give it a try.

  14. mrwangkai May 26, 2009 at 6:29 pm -

    @Pete, this seems to be a problem for several users (at least those that have commented on this site). We’re currently testing that as well, and at the same time contacting Samsung who had released the update. Rest assured that we will keep you informed once we have more information.

  15. Pete May 26, 2009 at 7:22 am -

    Totally having the same GPS issues as well. I’ve done numerous settings with no luck. Anyone find a work around to get this to work in Google Maps?

  16. roc69x May 25, 2009 at 6:01 pm -

    My GPS is not working after the ID1 patch. I tried running AT&t navigator to set it up and changing the port to COM1. It is also not working with Live Search or Garmin XT. It will not pick up any satellites. Any input would be nice.

  17. mrwangkai May 22, 2009 at 5:02 pm -

    @One4Fun, that does sound pretty frustrating. Do you mind trying to perform a hard-reset on the device and then go through with the update again. And this is just a wild guess, if you’d first install the update through a XP, do you think you can try it again on a Vista (or vice versa).

  18. One4fun May 22, 2009 at 2:44 pm -

    The Downloader won’t let me attempt another update. Seems like the PDA firmware loads first and the downloader sees that the PDA has been updated, so it just gives me PDA failure errors at this time. The only way to resolve it appears to be sending it back to Samsung…..or thowing it through the front window of an AT&T store….lol.

  19. mrwangkai May 22, 2009 at 2:30 pm -

    @One4Fun, I’m sorry to hear the difficulty that you faced during installation. So when you say the PDA updated but the Phone didn’t, was that stated on the update install (with this filename: Samsung EPIX_Multipatch_ID1_For_XP)? Let’s try to get you at least through the setup, so we may get on the same page and then deal with any issue that comes up.

  20. mrwangkai May 22, 2009 at 2:25 pm -

    @J.D, the freeze-up problem seems to be an issue with the first FOTA update. IF you have downloaded that update and is met with the freeze-up problem, then this revised update should fix the problem.
    We’re still testing the speed issue, AJ did mention above that his internet speed did improve. This update does not need to be accompanied by a prior FOTA update.

  21. One4fun May 22, 2009 at 2:12 pm -

    I finally got the Download Tool to run and then the update completely stopped in the middle and gave me “connection failure” error messages. I powered down the phone and did a hard reset, then checked the Phone and PDA versions. The PDA updated, the Phone didn’t. Called Samsung and they referred me to AT&T. Of course when I called AT&T, they said I needed to talk to Samsung, but they did contact a Samsung Level 2 tech and put me on the phone with him. He stated “there are no new updates to the EPIX firmware”. I directed him to their website and he said “Oh”. Anyway, he said the phone didn’t need the upgrade…..I had to explain that the phone was the problem and that’s why they issued the update. To make a long story short, everything is working ok so far, but if I have any SLOG dumps or freezes, Samsung will pay to ship the phone back to them, reload all software/firmware and ship back to me. I have an open warranty repair with them. What a freaking mess!

  22. J.D. May 22, 2009 at 8:57 am -

    Two things:

    First, to those that have installed this new update – How is it working so far? Any freezeups or other problems? I’m very hesitant to install because I’ve never had a SLOG DUMP, so I hate to just make things worse.

    Second, can anyone confirm if this new update covers everything in the FOTA? The main thing I’m looking for is a fix for the HSDPA speed issue (which I didn’t know existed until this update came out). Would it be best to first get the FOTA and then this update?

  23. mrwangkai May 21, 2009 at 11:06 am -

    @Andy: sounds good! Any input is welcomed. :)
    We are in process to compile our simplified version of the installation process with screenshots and hopefully screencast.

  24. Andy May 21, 2009 at 7:05 am -

    @mrwangkai, The freezing occurred after I installed a bunch of software, I did a hard reset and installed just a few programs and so far no freezing. I am going to slowly install the remaining software to see if I can figure out what is happening.

  25. AJ May 20, 2009 at 9:06 pm -

    you might need to reset the settings for the gps, go to mysamsungepix.com and look around there, they have a fix for it.

  26. badcat160 May 20, 2009 at 8:59 pm -

    with the new update my Google maps and Live search stop working (GPS)

  27. Jamal May 20, 2009 at 8:28 pm -

    Are you runnig the software under 32 bit Windows (XP or Vista)? The update will not run under 64 bit windows.

    Does your Windows user account have admininstrator previligies?

    When you run the software and it does not shows, does show in the task manager?

    BTW, it is very window and may be hindig behind another window!

  28. One4fun May 20, 2009 at 7:32 pm -

    Well, I’ve tried everything that was suggested and it still doesn’t work. I see the modem in Device Manager and the Diagnostic test works, so I know the computer is talking to it, but the Downloader doesn’t see it and the ID and Key portion of the Downloader never appears.

  29. Jamal May 20, 2009 at 7:10 pm -

    If you extract the downloaded ZIP file to a specific folder of your choice, then execute the setup file that you extracted, then then you will be asked for the ID and KEY.

    Simple Update Steps:

    Change the USB connection to Modem on the phone as instructed.
    Run software update, enter ID and KEY.
    Turn off phone.
    Connect USB cable.
    Turn on phone (you will only see the Samsung icon on phone’s screen).
    Once the Start button is enabled on the software, click it to begin the update the process.
    Wait until is says Job Done!

    If you the update hangs for more than 15 minutes at:
    “Create COM 4 Succeeded” disconnect cable and start the process again. It should complete successfully within a few minutes.

  30. JoonBLUE May 20, 2009 at 6:22 pm -

    /One4fun
    I had a same problem before, I saved downloader to my desktop.
    If I double click on downloader when it is “selected” (selected means, the file name is highlighted by single clicking on the file), it does not ask for ID/KEY. But if the downloader is NOT “selected” (deselecting by clicking anywhere on desktop than a file), it asks ID/KEY and works fine.
    It shows ID/KEY window before the downloader screen comes up.
    Try this One4fun.

  31. One4fun May 20, 2009 at 5:14 pm -

    I’m trying to install this update and am having problems connecting to the phone. I run the Download Tool program and it comes up, then I connect the phone to the USB and turn the phone on. The USB port on the phone is set to Modem, but I never see the ID/KEY Prompt box, nor does the downloader ever see the phone. Anyone have any ideas?

  32. AJ May 20, 2009 at 3:49 pm -

    thats the name of my file from samsung’s site

  33. mrwangkai May 20, 2009 at 3:45 pm -

    @KD, where did you saw the modified date? You should click on the links that are within the green background area. For example, the patch for XP should be a zip file named: Samsung EPIX_Multipatch_ID1_For_XP.zip.

  34. KD May 20, 2009 at 3:28 pm -

    So I’m confused… Followed the revised download site up top and downloaded the patch but after extracting it, it shows a modified date of 5/5/2009 on both the Vista and XP installers… Is this correct?

  35. mrwangkai May 20, 2009 at 11:09 am -

    @Andy, did the freezing up behavior occur after you have installed the FOTA update or came with the device prior to any updates? Thanks!

  36. Andy May 20, 2009 at 10:45 am -

    I have Vista, and after I got all the drivers updated properly (I had to manually upgrade the drivers in device manager to the 4.4.70 version) it worked properly. So far the freezing up while in suspend mode doesn’t seem to be fixed, but I haven’t had any other issues. It could be some of the software, I am going to hard-reset again and not install anything but a few programs that I need.

  37. gskev May 20, 2009 at 9:01 am -

    After my first flash failed, I UNCHECKED the box under Settings/USBtoPC “Enable advanced network functionality”. Then re-ran the update successfully. Thought I bricked it!

    Also, second time I forgot to change USB connection type back to MODEM from Sync per instructions. The first reboot reset it.

    So far so good.

  38. AJ May 19, 2009 at 9:16 pm -

    just to let you guys know, the update from samsung has made a huge difference in the speed of my internet. ok dsl reports the original was around 300kbit/sec, now im getting 700kbit/sec — this just made the phone awesome :P

  39. Jamal May 19, 2009 at 8:23 pm -

    The Vista update freeze issue was resolved by turning off the device (was scared the device is ruined), and existed the software, then re-ran it. I then turn on the phone, connected the USB Cable, and started process again, this time it updated the phone in less 3 minutes!

    All seems fine :)

  40. JAMAL May 19, 2009 at 7:38 pm -

    The update process under Vista is stuck at:
    The status as follows:
    There is a “Create COM 4 Succeeded” message in the top label. The status box shows:
    PDA Write count : 682
    PDA finished!!
    PDA downloaded.
    Step 4. Downloads Phone image
    Downloading PHONE…
    ChangeUSB ok

    There is a Green bar at the bottom of the phone’s screen.

    Should I just keep waiting? It’s been like this for the past 20 minutes. Any ideas?

  41. mrwangkai May 19, 2009 at 6:41 pm -

    @Jamal. Thanks! I’ve updated the links. And yes, you do need to be patient to go through the entire process.

  42. Jamal May 19, 2009 at 6:24 pm -

    It’s available for Vista, too.

    Here is the link:

    http://downloadcenter.samsung.com/content/SW/200905/20090520053638015/att_I907_EPIX_ID1_Software_Update.pdf

    Note: The instructions for installation can be confusing epecially if you the USB connection to Modem, then in step 5 you do a backup via ActiveSync. So, make sure you Epix connection type is set to Modem, remove SIM card and follow the steps provided.

    The update process is very slow…so be patient.

    Good Luck!

  43. mrwangkai May 19, 2009 at 6:01 pm -

    The patch did not actually mention the issues that it will address. I believe this is geared towards fixing the SLOG DUMP issue. It will certainly be worth it to try to install this patch if you’re already encountering the SLOG DUMP error (and see if it fixes the HSDPA speed).

  44. AJ May 19, 2009 at 5:57 pm -

    will this also fix the HSDPA speed issue?

  45. mrwangkai May 19, 2009 at 5:57 pm -

    @AJ, the FOTA update is the initial attempt to resolve the SLOG DUMP. In either cases, whether you have downloaded the FOTA update or not, you may download this revised patch.

  46. AJ May 19, 2009 at 5:56 pm -

    do i have to install the FOTA first or can i just update with this one?

  47. mrwangkai May 19, 2009 at 5:41 pm -

    This is the supposedly no freeze version. This is the revised patch following the FOTA update. We’ve just finish installing it and are testing it right now, so far so good (in terms of freezing when dialing out).

  48. AJ May 19, 2009 at 5:37 pm -

    is this the no freeze version or is this the original version?

  49. mrwangkai May 19, 2009 at 3:38 pm -

    @Steve, thank you Steve, we are currently installing and testing the update. Will be back with results.

  50. steve porter May 19, 2009 at 3:27 pm -

    Samsung finally has the links for the downloader program for the firmware update working as of today. Also June the 30 samsung will be putting the new update on there phones. I spend 2 hrs will att and samsung to no they didn’t know what was going on one person told me the ETA of new phones . But had got a link 2 days earlier for updates but the links for the programs were not on them they are there.
    XP firmware downloader update : http://ars.samsung.com/customer/usa/jsp/faqs/faqs_view.jsp?SITE_ID=22&PG_ID=557&PROD_SUB_ID=558&PROD_ID=1343&AT_ID=151653
    Vista downloader update:
    http://ars.samsung.com/customer/usa/jsp/faqs/faqs_view.jsp?SITE_ID=22&PG_ID=557&PROD_SUB_ID=558&PROD_ID=1343&AT_ID=151653
    God Bless Epix Users

  51. Thumper May 6, 2009 at 11:54 am -

    Just wanted to come back and say that after about 10 days I am thrilled with my new Epix. One of the smoothest transitions to a new phone I have ever had! Only have had one problem with Bluetooth and Com ports–other than that–trouble free. This is an excellent compact and powerful phone with EXCEPTIONAL battery life. The extra thickness some reviewers complained about (still only 0.5″) is worth not having to worry about screen brightness and connections all the time. Been able to tweak it with the cab file downloads and advice to make it perfect. Thanks again!

  52. Thumper April 21, 2009 at 4:08 pm -

    OK. I took the plunge and got one free on Amazon.com with just a renewal and unlimited data plan! This looks like a great site with great resources for the Epix. I already have you bookmarked in my browser. I look forward to downloading and tweaking my new phone in the next few days. Thanks again!

  53. mrwangkai April 21, 2009 at 3:44 pm -

    @Thumper, currently we haven’t encounter too much issue with the Epix. In fact, if you are looking for a full QWERTY keyboard PocketPC (touchscreen), Epix is a pretty good choice. (:

  54. Thumper April 21, 2009 at 10:45 am -

    Thanks! I live in the Seattle area also. Has anyone had any major issues that would stop me from getting the phone? Are you still pleased overall?

  55. hansoo April 21, 2009 at 10:14 am -

    I guess it happens in specific area, maybe LA. I have been using EPIX for over 6 months, but it has never happened to me. (I live in Seattle area.)

  56. mrwangkai April 21, 2009 at 10:14 am -

    @thumper, we don’t actually know the exact number or percentage of Epix affected by the problem, but location does seem to play a part in this for some user. For some of the users, California seems to be one of the areas that the SLOG Dump problem occurs. Do ask the AT&T representative about this issue (or any occurrence of this issue in the area you’re getting the phone) before buying it. Hopefully this is helpful! :)

  57. Thumper April 21, 2009 at 9:08 am -

    I almost bought an Epix yesterday but have been scared off by the “SLOG Dump” problem. Can anyone tell me how common this problem has been for people?

  58. hansoo April 19, 2009 at 9:39 pm -

    @Kumeiya, I regret to say that we don’t support other Platform besides Windows Mobile. We are specialized in Windows Mobile especially Samsung.^^

    BTW, I think you should call Samsung Service first. The symptom seems to be quite critical.

    Thanks.

  59. badcat160 April 19, 2009 at 2:30 am -

    is there a free application for Soft-reset the device on a regular basis like once a day automatically?

  60. kumeiya kaineka April 19, 2009 at 1:38 am -

    it is avery useful post.can you help me with my at&t sgha707 it calls for only 13seconds then mutes, on receiving it is all mute.???

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