[Updated] Google offering replacements to Pixel 2 users facing fatal camera errors/crashes
Update (October 17):
Sadly, the issue is still not fixed. What worse is new complaints have come to light after the Android Pie update. See our latest coverage here.
Update (July 10):
Google finally acknowledges the issue.
Seems like silently replacing faulty Pixel units is Google’s new escape to avoid any bad press. While the American multinational tech company is already replacing Pixel 2 units with sensitive proximity sensors and Pixel/Pixel 2 units facing microphone issues, turns out the second gen Pixel users encountering fatal camera errors also have no other option.
We highlighted the issue back in the mid of November last year, wherein Pixel 2 users reported random camera crashes, with their units throwing an error stating ‘The camera device encountered a fatal error’ (as can be clearly seen in the feature image above) on accessing the Camera app, rendering it useless.
While Google did initiate investigations, with Orrin (Google employee and also the Community Manager at Pixel User Community) asking for bug reports, replacements likely mean they don’t have a software fix for the problem. This vindicates user reports calling the issue more of a hardware glitch.
It’s worth highlighting that one of the complaints (who is an Android developer himself) confirmed the same after looking at debug logs.
I would recommend everyone get a replacement because it seems like a hardware or power issue. I am an Android developer myself and all the debug logs indicate a hardware problem
Following is what the same user got to hear from Google Support:
The Response was to get an RMA for the issue and support said there tracking the problem and issuing replacement devices for those effected wince there is no known fix
And, a quick look at the relevant forum thread reveals that Google has indeed been silently replacing the affected units. Following is a selection of users comments who got the replaced units:
I just got my RMA in from Google, no issues whatsoever. I flashed back to stock and launched both cameras side by side, new one no crashes, old one crash after 3s. I highly recommend setting 687 aside and getting an advanced replacement, there may still be enough time to get it before the holidays. This must be a failing hardware issue
My first replacement had the same problem (didn’t show up for a day or two though). My SECOND replacement has not had the problem at all in the past 3 days. I’d recommend you getting a replacement – if it works you win, if it doesn’t work you don’t lose anything
I also encountered this problem I got on a support chat with Google and they’re sending a replacement
After opening a ticket with Google Pixel Support they have sent me a replacement device. The new phone doesn’t seem to have the issue, but only time will tell if it comes back
When I opened a support ticket (via online chat option) it was escalated to their advanced support team.This might have only happened because I had already previously provided some debugging information to the Pixel/Android team. It took quite a bit of back and forth with information before a replacement was issued. Once it was the phone arrived in just a few days via FedEx. You might find the process of getting issued a replacement faster though
I scheduled an RMA with the advanced support team and since I live in Turkey, I got a friend traveling to the US to take my phone with him, ship it once he gets there receive the replacement device and bring it back to me. He shipped my Pixel 2 to Google on Thursday the 25th of January. A few hours before writing this I received an e-mail from Google stating my replacement device was shipped and will be delivered to my friend tomorrow on the 31st
So finally a good news. I returned my defective set day before yesterday and today I received the replacement
After RMA’ing the first unit that continually had the issue, I never saw the issue again on my new devices. I would recommend replacement. It’s been 2 months since I replaced the device
Sadly, there are few reports saying even the replacements did not help, as the problem showed up again after some time.
This is also happening to me. Ive rma two devices and tried safe mode and still camera crashes randomly
Mine was replaced two weeks ago for the same issue. Yesterday, the replacement developed the same issue. Google, please do something: I really don’t want an iPhone
Everyone I know that has this phone (about 6 people) has experienced this issue at one point. Some more than others. I’ve had my phone replaced and I still have the issue. The error doesn’t happen as much anymore but still occurs and if very annoying. Putting the phone into airplane mode has always temporarily fixed the issue but it comes back once airplane mode is off and I have poor LTE signal
With a mixed bag of reports, it’s difficult to comment whether or not a replacement will solve the problem. But sadly, that’s the only option you have for now, and as one of the user said in their comment listed above, there’s no harm if you go for an RMA.
So we suggest you start the RMA process, and don’t forget to share your experience with us in the comments section below.
Stay connected with us on Twitter (@PiunikaWeb) to hear about all related developments as and when they occur