[Asus  Eee Pad Transformer Prime] Gary Key:
Good Day,

For those users who are suffering from the "Random Lockup or Screen Corruption" problem after the ICS update we are currently finalizing our replication efforts along with a final fix. We have identified two issues that could potentially cause this problem and will start contacting a subset of users who have already reported the problem for further testing and system level information.

Issue -

1. System might randomly lockup or generate a blind screen effect after the ICS update. I have received a few reported cases matching this behavior and we will be in contact with most of you in the near future.

a. If we do not contact you directly, it does not mean we are not working on this problem. I have read all the messages and randomly selected a couple of users for further contact. We will have a fix for this problem shortly.

Sincerely,

Gary

1/18/12 Update - We will continue to contact additional users over the next two days. We are in the process of qualifying a fix now and are awaiting a system return to verify this fix with our partners shortly.

1/19/12 Update - The ICS 9.4.2.11 update being rolled out now addresses the horizontal line and random signal line issues after the initial ICS load. It also addresses poor video playback (especially YouTube), however if you still have the YouTube corruption problem after this update, please uninstall then reinstall Flash from the app market. This patch also addresses the random reboot problem after the ICS update but we still have another patch that is in qualification testing at NVIDIA to fully solve these problems.

1/22/12 Update - I will provide an update tomorrow on our new Customer Service Support program for the Transformer Prime and additional forum support that will be coming in the very near future. In addition, I expect an update from engineering and NVIDIA shortly on the random lockup problem after the ICS update.

1/23/12 Update - Replication testing is still in process and I do not have an update to provide yet. We will provide a customer support hotline and direct email address shortly for users suffering with this problem. In the meantime, we will start another series of direct communication between our service/engineering group and selected users for additional testing.

1/25/12 Update - We are working on two different solutions now and hope to have a fix available in early February. One option to try is to revert back to the last Honeycomb image through the manual update process, set the unit power mode to balanced performance and screen brightness manually to 50%, and then manually update to the latest ICS build using these instructions - http://service.asus.com/TF201_fwupdate. You will need a fully charged battery and have the system plugged into AC power. This worked on a couple of returned units but not on all units. Only try this procedure if you are comfortable with flashing a new ROM image and want to take the time to complete each process.

1/31/12 Update - We are now testing a firmware and driver update. I will provide an update once initial alpha testing is completed.

2/1/12 Update - We received new code from NVIDIA today and are in the process of testing it. If this code is acceptable and provides a solution to the lock/reboot problem after the ICS update, we will release it in beta form for additional testing with users suffering from this problem before implementing it in the next OTA update. I should have an answer in two days if we can release the current patch code.

2/7/12 Update - We received another new code update from NVIDIA for testing today. Hopefully we will be able to release a beta patch or OTA update shortly. I will have an update after testing is completed tomorrow.

2/8/12 Update - We plan on releasing a new OTA update with revised firmware and code to solve the random lockup/reboot problem early next week.

2/8/12 Update - We pushed 9.4.2.13 US early to address the random lock and reboot issues plus you might see general improvements in performance including WiFi and maybe even aGPS.

9.4.2.13 Release Notes -

1. Fix Random Reboot / Lockup Problem (100% success in regression testing with returned units, hopefully the same in the community)

2. Enable Google WideVine video rental in the US

3. General Performance Enhancements

4. New WiFi Firmware (there might be improvements in WiFi performance or lock capabilities, still working on the WiFi/BT dropout fix that will not be assisted by the WiFi/GPS firmware updates) (Edited for clarification)

2/23/12 Update - We will release the .15 Firmware update in the very near future. To date, 100% success with the beta testers whom I thank profusely not to mention a very smart engineer at HQ.

Just a reminder, for those I or engineering did not contact directly yet about this problem, it does not mean we are ignoring your problem. We have read all the messages so please do not be upset if we have not contacted you yet.

3/6/2012 Update:

I am back and will start answering messages.