yashsingh1/xdaforums huggingface dataset:
[HD2 General] pgamble:
HTC Customer Service are being typically cagey ... actually ... verging on dishonesty.

They have told me that they are investigating a small number of cases (circa 10) ... apparently by far and away the majority of the sold devices (all of them minus 10) are not showing the issue.

This comment is even after I referenced this thread which clearly shows upwards of 80% of devices have the problem.

I also got the party line from Gary (UK) that they believe this is definitely not hardware ... a hot fix will be made available ... and to look regularly at the website.

This doesn't really help. I need to decide ... as does everyone else ... if we should get the device replaced ... and if we do ... when (so we don't get one with the same issue).

How can they say things like this when it is blatantly obvious that they are being dishonest.

Paul.
[HD2 General] spacepilot:
Manufacturing dates of affected/less affected devices?

... hm, so let's hope for an okayish software compensation/filtering/whatever solution from htc, albeit it really looks more like an hardware issue behind it.

Not expecting SLR quality, but current camera is disappointing even when comparing to a 3.2MP Touch Cruise.

Massive pink blob in nearly all pictures and quite dark towards the edges in general :-(

For the list:

ROM 1.43.405.1 WWE

S/N HT9AZxxxxxxx from expansys 13.11.

-> according to http://xdaforums.com/showthread.php?t=472891

this tells manufacturing date 31.10.2009...

wouldn't this be an useful information to take in the list, to see if there are differently affected batches?
[HD2 General] pedmond:
For what it's worth, I also got a reply from HTC today stating it's a software issue. However, my technician couldn't say anything about how soon it will be fixed.

I have this unpleasant feeling though that they are trying to solve a hardware issue by a software patch, which may not be the ideal solution. I guess we'll have to wait and see.
[HD2 General] mr_Ray:
Or more correctly, the majority of owners have not contacted them. Entirely believable. I doubt HTC have developed psychic powers to read the minds of customers and remotely test their phones as appropriate.

That's lying with numbers too. This thread shows no such thing. A thread about "X isn't working" will unsurprisingly mostly only attract those who have their X not working. You enormously bias your sample there. In addition most cases show *minimal* pinkness in the centre unless a deliberately targetted photo is taken to highlight it. Most people with the problem (not everyone in the world reads xda-devs) probably aren't even aware of it.

If that's what they currently believe, fair enough, surely?

It's not like it is a clear cut hardware and we've been waiting for 6 months. Most Hd2 owners haven't even had their devices a week, never mind had time to test camera performance, communicate it to HTC, have HTC investigate... etc...

That's true, but give them a bit longer than a few days at least!
[HD2 General] Shasarak:
Yeah, I was wondering that: maybe there's a fault with the sensor or the lens coating and they're trying to compensate for it in software. :eek: I really hope not, as if there really is a hardware flaw then its effect will almost certainly be variable, which means there's no way the same software patch can accurately fix it on every unit.
[HD2 General] jordanb84:
right i definately have the pink blob aswell,

mines was purchased from o2 uk on the 19th november,

can someone please tell me how to find out rom info so that i can get it posted up?

ROM VERSION- 1.43.206.4 (70315) WWE

ROM DATE 11/06/09
[HD2 General] mitchec1:
Looking in settings, scroll down to about the phone and look under software option

o2 should be

ROM 1.43.206.4 (70315) WWE

11/06/09
[HD2 General] Norw:
"Settings" - "About Phone" (Last one on the list) - SW-Info.
[HD2 General] wazaaappp:
New Response From [ Gary (UK - Ireland Support (Tech)) ]

Hello

we have updated news, I quote.

“We are aware of the issue but it’s not a common fault with this device. It has been determined that this is not a hardware fault but a software issue and there should be a hotfix to be released soon to resolve it. Please monitor our website for the hotfix release. “

nice :) we'll get an update soon to fix this issue...
[HD2 General] AbdullahT:
Guys GSMARENA confirmed that this is Hardware problem

here is the link http://www.gsmarena.com/a_hardware_fault_causes_htc_hd2_*pink*_camera_issues_confirmed-news-1276.php
[HD2 General] Padder:
There is an update information at the bottom.... so it's a Software Problem like posted few posts before
[HD2 General] mightymn:
Old news; that's based on HTC's previous statement deeming it's a hardware problem. But today they say it's software!

edit: I see GSMarena has also updated the page
[HD2 General] Beards:
That information was based on the initial news released a few days back.

Read their end paragraph where it then mentions it is now being reported as a Software error.

The letter that is mentioned is the one I received from HTC Support.

EDITED:

Padder & mightymn, apologies... You were posting the same reply whilst I was typing mine. :)
[HD2 General] panart:
I got a similar response:

New Response From [ Amr (South East EU Support (Tech)) ]

Kindly be informed that the issue but is not a common fault with this device. It has been determined that this is not a hardware fault but a software issue and it is currently under investigation.
[HD2 General] PDPPDA:
Slightly behind the curve but this is the response I had from HTC CS about 4 hours ago (only just check my emails).

Dear valued HTC Customer,

HTC aims to consistently deliver high quality products and services to our customers.

At the moment there is no rom update or any hotfix for this issue but you are not the only one more customer have the same fault with the device and htc is trieng to resolve this isseu but there is no date to this update be release and we recommend to contact the re-seller exchange this device or contact us to have further suppor with our hotline.

Obviously some speed typing involved and at the end of the day not really that helpful.

Personally I am probably going to give it a couple more days before putting down a marker with my supplier (superetrader) that this unit might be winging its way back as faulty.
[HD2 General] pedmond:
Funny, I got the same and from the same person :rolleyes:
[HD2 General] AbdullahT:
I have cancelled my pre-order for this device from expansys because of this problem :(

shall I pre-order it again if its just software problem ? :confused:
[HD2 General] Shasarak:
I'm not buying this. How can it possibly be a rare software problem? Surely all HD2's in any given country and for any given carrier (if any) have the same software, so how can a software problem only affect a small number of phones?
[HD2 General] skr_xd:
May be the camera software is same in various ROMS?:confused:
[HD2 General] kolomnik:
I also got similar reply. I wasn't going to give up on this device anyway, there is much more in it than camera :D
[HD2 General] gavinfabl:
Replier

Action

Comments

Replied Time

Attached File

Dennis

(UK - Ireland Support

(Customer Service))

Close Pending

Thank you for that information, I received this info directly from our escalation manager so it is the most current one. If you've got any other questions feel free to contact me again. Best regards, Customer support team HTC Corp. Global Service Division http://www.htc.com/europe/CA_Hotline.aspx
[HD2 General] gavinfabl:
this is htc confirming its software not hardware.
[HD2 General] Som30ne:
Fuji had a similar phenomenon with one model

It turned out to be heating issue.

As the camera was used for a long period of time, electronic components

inside the camera (some capasitors / resistors / processors) heat up,

and caused the sensor to read the heat as light (heat and light are both

electro-magnetic radiation).

They resolved it in the beginning by phisical fix, but later by a software patch to compensate.
[HD2 General] chronicle:
Can't be that with this...mine is absolutely terrible straight out the box immediately after turning it on.
[HD2 General] Step2p:
This is a reasonable explanation but wouldn't this also produce a pink blob in a black background?
[HD2 General] ZeuBug:
So, it's not necessary to return the device to the reseller for now? waiting for a software fix? :)
[HD2 General] pedmond:
That's what HTC says...
[HD2 General] hbahaie:
another strange camera behavior

please have a look and tell me where you find the pinkish tint if any, and then look at my next post !
[HD2 General] Chrlz:
It is more likely that the center portion of the sensor was damaged during the soldering process to the PCB. it's a defective manufacturing line and I doubt if any software-based fix will be able to fix this, without compromise the total color reproduction/sharpness/other in-phone picture processing algorithm.
[HD2 General] mika34:
In 3rd photo i see your HD2 lying on the bed! What did u use to make photo? :eek:
[HD2 General] cobhc:
I don't see a next post from you.

That's the case for the HD2 I assume.
[HD2 General] hbahaie:
hahaha, it is the pouch, zoom into the pic to see, plz comment on tge pink pattern, is it there?
[HD2 General] maati:
No, seems rather the other way round: The colors are colder in the center of you picture.

Could you please tell us your ROM version?
[HD2 General] tnyynt:
Not that it matters: if I zoom in I can see the headphone and usb ports. HD2 is inside the pouch.
[HD2 General] mika34:
I definitely see HD2 in the pouch!!!!!!!!!!!!!!!!!!!!!!!!!!! you can see micro usb and 3,5mm plug in it.

Pink pattern is not there because you made photos using different camera. We don`t need cheating here.
[HD2 General] hbahaie:
ok, you win

it was a selly mistake from me, but i was trying to have some brain storming.

yes, the previous pics was taken by nokia n79 with 5 mega camera, as u see it has the same pinkish color but at the sides not the center as the case in HD2, so i think it is a common hardware issue in the new 5 megas cameras and it is usually solved or better terminology "adjusted" by a software. in current pics, the first one was taken at night but in a very good luminated area, i taked it before realising the camera issue, after knowing of the camera issue i taked pic2 indoor in semi luminated area with default settings. 3rd and 4th were taken after playing with metrics, just changing white balance and/or iso other than auto.
[HD2 General] wazaaappp:
Is not hardware issue... HTC has confirmed that is software problem and the deleveloper team is already working on it. Try to monitor the support section for updates. :)
[HD2 General] hbahaie:
My post is to augment the saying that it is a software, I am following every post here like all of us here, but i meant an issue or a property in the technology of the new wave of 5 magapiexel cameras with auto focus, all of us know that it is not a hardware fault, but better description of it is "a complementary hard/soft ware adjustment that eliminate that discoloration before shotting or saving the picture, I think many of our masters here in xda have proposed something like that during the worthy huge disscution in this pretty thread. I just tried to confirm that by shotting the same scene by another 5 mega cam and see the difference.
[HD2 General] nghj:
maybe it started as a hardware issue but HTC realize that they cant afford to have everyone returning and exchanging their phones (or even cancelling their orders), so one smart guy says why not we program a fix so that the camera app can cleverly reduce the pink center via white auto balance or something? its already noted depending on the lighting, ppl might or might not get the pink shade, so maybe a software tweak might just do the trick.
[HD2 General] pedmond:
No connection to the subject at hand, but isn't there a rule about NOT using one's signature to make political statements? I'm talking about one of the posters in this thread, of course.

We don't want to turn this forum to political debates and I strongly suggest the signature be removed.
[HD2 General] Beards:
Which post are we talking of?

If we are talking of the letters I have received from HTC then I am in full agreement with you.

An oversight on my part.

I have edited my posts and sent of a PM to ijob who quoted one of my posts that included the sig.

Many thanks for bringing this up
[HD2 General] kersh:
I was thinking the same, specially after some devices have more pink tint than others with the same rom versions and stuff.

I think that HTC are gonna make a patch to correct by software the tint but it will be a botched job only to don't get a lot of expensive hardware returned that will cost them millions.
[HD2 General] Beards:
I don't think it's money HTC would be thinking of..... Items such as this can be embarrassing to say the least and I'm sure they will want to be seen to put things right.
[HD2 General] Beards:
No sorry.... Not yet.

I don't have the time today as I'm due in Theatre soon.

In fact... logging off for the day now.
[HD2 General] christonabike:
Cool, I'll give that a go when I get home. Thanks.

I poked HTC with a stick via email and got a reply back. It's a standard reply but maybe they really are looking into it ;)

Dear Mr X,

Thank you for your email.

We are aware of this issue at HTC and are currently looking into it.

Apologies for any inconvienience.

Best Regards,

HTC Technical Support.
[HD2 General] kersh:
same problem here.
[HD2 General] Simon D:
Just tried it, and it seems no different :(
[HD2 General] Xaddict:
CMOS

These cameras use cmos chips.

Could just be the lens though, chromatic abberation.

Not sure if small lense's get C A though.
[HD2 General] rayho:
Hi guys, what is your ROM code version? :)
[HD2 General] christonabike:
Mine's 1.43.405.1 (70124) WWE
[HD2 General] Beards:
I managed to find a spot in between Theatre patient's and popped back in.

christonabike, yes they are aware of it..... I for one have been in communication with them. DId you not read my earlier post?
[HD2 General] christonabike:
I ran the email off to them this morning before checking this thread so I hadn't read your post at the time. They didn't fob me off with the hard reset crap so I guess they're getting the picture that it's a more generic problem. (crosses fingers)
[HD2 General] Simon D:
Metering Modes

Same here! :)

One thing I've just noticed, is I only have the option to use "Spot Metering" mode, the options to change it are greyed out??!! Centre Weighted or Average aren't an option on mine.
[HD2 General] sharpey:
do you have touch focus switched on? if you do thats why the other options are greyed out
[HD2 General] Simon D:
Oh yeah! Thanks for that, however on my HD and TD2 you can still change the metering mode when Touch Focus is on??!!

Just another thought, you can clearly see the pink tinge on the screen BEFORE you take the picture, so I wonder if that means it's lens related rather than software or processing? :(
[HD2 General] Beards:
That was exactly my thought and will be in the next message I send back to HTC Support.
[HD2 General] Dr.Sid:
Well software is used to render live preview as well ! Quite probable the same software which is used for rendering the final picture. So it still can be software related.

I say it is either optical problem, or bad software trying to fix some optical problem. For example vignetting or barrel distortion are often corrected by software these days and if it does not match the lens perfectly, similar artifacts may appear.

But still, this looks simply as bad lens job. Is it some batch related or does EVERY HD2 exhibit this ?
[HD2 General] DMAND:
Either its a ROM isssue or the first batch have a fault as I got mine yesterday and doesnt have this pink blobbly tinge in the middle
[HD2 General] Beards:
If you don't mind me asking, where in the UK did you get yours from?
[HD2 General] mkent_barbados:
I have found that when I first start the camera I have this problem, but if I change metering modes it goes away, even if I go back go the original mode (auto). so hopefully it's software in my case.
[HD2 General] nghj:
have u tried taking photos in the same conditions?

eg: photos of a white wall in mildly lit room.
[HD2 General] DMAND:
I got mine from clove.co.uk,

I've tried photographing a white wall last night without the flash and with, when I get chance I'll upload the pics.

There may be the ever so slightess hint of pink the no flash pic maybe, but nowhere near as bad as some of the pics posted.
[HD2 General] Dr.Sid:
Well I guess you would need exact same conditions. No one said it is that bad on every picture.
[HD2 General] altec1000:
If it would be a hardware problem the next batches with good cameras should have problems with the corrected software. And HTC would maintain a seperate fix for the first batches.

If the fix doesnt satisfy I can always send it in a couple months back for repair. No need to rush.
[HD2 General] mac-devil:
funny tho , i just got replied today by HTC telling me they r aware of the continious mail they r getting about the pink spot camera :p

And that the technicians and support team of htc r still looking into it as they didnt found the problem yet that is causing it.

so they gave me to option to bring it back to the store where i bought it from if within 14day of the buy (not for me since i got it on the very first batch on nov 6th) or bring it in as repair :s

so yes hopefully this is software related...

so i m sitting tight for an update to come ...
[HD2 General] ed2004:
Well hotfix is on the way

Posting Source
[HD2 General] pedmond:
Nope, talking about hbahaie as a matter of fact...

I really don't think the HTC letters have anything political in them :o.
[HD2 General] Som30ne:
Remember that this device use a much faster processor

And components inside it might be heating much faster than the components of any camera as a result of the much much higher speed.
[HD2 General] Som30ne:
Not necessarily

As the effect is not lighting up all the colors, but only slightly lights up the red channel (considering the fact heat is infra RED), it might be so light

that without a "boost" from the real image, it would be invisible to the naked eye.

(I believe that if you would run the black image via channel analyzer, you would see the red channel has more activity - BUT - only if the JPG compression did not wash it up as "invisible")
[HD2 General] Som30ne:
No doubt that software fix

would have an effect on the whole picture quality,

but we will have to see.

In any case - that defect is a thumbs down to the HTC QA team.
[HD2 General] Beards:
Okay... thanks. :)
[HD2 General] Beards:
Guys,

Having had time to reflect on the situation of 'is it Software or Hardware', I'm still not convinced it is indeed a Software issue.......

Let's look at it from a practical point of view:-

We have differing machines with differing ROM's each showing the problem!

Surely if it were Software related it would be consigned to the same ROM?

Or is it a complete list of ROM's that have the problem???

Further and more importantly ~ We then have differing machines with the same ROM where one machine is fine yet another has the problem!

Again, surely if it were a Software related issue it would be ALL machines in the same ROM showing the problem. How can you have some with and some without?

I just don't buy into the idea of it being Software orientated!
[HD2 General] mooooooa:
My HD2 has also the problem.. From DK. I'm 99% that it's a HARDware issue. :(
[HD2 General] sharpey:
jesus people if they can fix it via a software update who the hell cares
[HD2 General] Dr.Sid:
I too think it's hardware problem .. chip heating sounds rather logical in fact, although I still think it will be some optical issue.

Still both might be possible to be fixed by software.
[HD2 General] Xeon:
What makes you that sure. HTC confirmed it is software related and the cause has been found. Let's just wait for a patch. I can't think of anything wrong with the camera. Actually the camera is a standard device not even made by HTC as far as I know. You can't be that sure. Isn't the lens the same found in the HD ? I am not sure but probably it is.
[HD2 General] Shasarak:
Because if it's a hardware issue then a software fix cannot completely compensate for it. It may make it less bad, but it can't exactly compensate. It's also likely to introduce side-effects.
[HD2 General] Beards:
Well if you read my last post you will see my reasons why I believe this to be Hardware related.

Your camera is fine and I am very pleased you have a machine working wonderfully.

But for those that have the problem they can not help but feel upset.

These machines cost a lot of money and no one wants something that's not 100% working correctly.

As to waiting for a patch.... that will work against those that are in a dilemma. Do they wait and then miss out on having a direct replacement if the HotFix does not cure the problem.

Correct....
[HD2 General] maati:
But you can still have it exchanged if the software fix isn't enough for you.
[HD2 General] gavinfabl:
@ Beards

this is a very tricky one IMO. To recall lots of HD2's would cost HTC a lot of dosh. By rectifying the problem by a software fix costs nothing.

I have notified HTC and the UK online store (Clove) of my problem in writing. HTC support have confirmed software, and Clove today also confirmed the same. At the end of the day I am willing to wait for a fix. If the problem is there after the fix and/or camera quality has deteriorated, then under UK law we are all protected by the Sale of Goods Act.

So ultimately, any UK buyer cannot lose.
[HD2 General] Z7vv:
The following pictures where taken last night, they don't seem to have any pink spots in them. I'm no photographer, so everyone else can take a look:

http://img682.imageshack.us/img682/5369/imag0035d.jpg

http://img97.imageshack.us/img97/1307/imag0021z.jpg

http://img256.imageshack.us/img256/46/imag0022x.jpg
[HD2 General] mightymn:
Fiddled with their saturation a bit, don't seem to have any pink spot at all.

Could you tell us your ROM version and when and where you bought the device?
[HD2 General] Beards:
I completely agree in what you say Gavin and being a UK buyer will ultimately do the same.... It's the non-UK residents I will feel sorry for, especially if this sorry tale could have been avoided from the start (hands in the air HTC on owning up to it being a Hardware problem all along please).

It's just the whole concept idea I don't buy into. I need HTC or any other governing body to convince me it's Software related.

Like you, I also spoke with Clove today. I had a lengthy chat with Chris Love and as you say, he too has been informed it's Software. The HD2's they have tested only manifest the problem when shooting a white background. Chris then mentioned "nobody shoots a white background" but I pointed out the white background is not just in name..... if you take a shot of a landscape on a bright clear day and point the camera at the sky so as to lower the light in the sensor and take the shot you end up with a pink sky.

Not sure I could convince Chris on this one so we have to be careful we don't alienate our good sellers, especially if they will have to adhere to what HTC say.

Mind you , I trust Chris and know full well he will have our best interest at heart.... but other sellers may not be so quick to assist.
[HD2 General] meeporox:
I noticed that it doesn't actually look 'pink' when you are trying to take a picture. it only looks pink after you have taken the picture. Does it mean it is due to a problem in processing the picture (software defect) instead of a hardware issue? If it is hardware, we should be able to notice the 'pink' when we are taking the picture.

just my 2 cents. Hope it is software related so that i do not need to return the phone. :)
[HD2 General] ma7moud:
you made the order Nov 17 or received it on that day?