Incident: Samsung Galaxy Fold Screen Failures Due to Protective Film Removal

Published Date: 2019-04-18

Postmortem Analysis
Timeline 1. The software failure incident with the Samsung Galaxy Fold occurred in April 2019 [83127, 83241, 83351].
System 1. Samsung Galaxy Fold's folding screen [83351, 83351] 2. Protective layer on the Galaxy Fold's display [83351, 83351]
Responsible Organization 1. Reviewers who removed the protective film on the Galaxy Fold screens, causing malfunctions [83351, 83351] 2. Samsung for not clearly communicating that the protective film should not be removed and for the design flaws in the Galaxy Fold [83121, 83121, 83351, 83351] 3. Samsung for the issues with the hinge and substances found inside the device affecting display performance [83634, 83634]
Impacted Organization 1. Customers who pre-ordered the Samsung Galaxy Fold were impacted by the software failure incident as they faced delays, cancellations, and potential issues with the device [Article 84499, Article 83893, Article 83127, Article 83907, Article 83241]. 2. Reviewers and testers who received early production units of the Galaxy Fold also experienced problems with the device's screen malfunctioning, impacting their ability to test and review the product [Article 83893, Article 83127, Article 83351].
Software Causes 1. Accidental removal of a protective film integral to the device's functionality [83121, 83351] 2. Impact on the top and bottom exposed areas of the hinge causing screen malfunctions [83121] 3. Substances found inside the device affecting display performance [83121] 4. Debris entering the device due to gaps in the construction [83634]
Non-software Causes 1. Fragile hinge and accidental removal of a protective film integral to the device [84499, 83893, 83127, 83907, 83241] 2. Debris entering the device through gaps in the folding screen design [83634] 3. Substances found inside the device affecting display performance [83634]
Impacts 1. The software failure incident with the Samsung Galaxy Fold led to the cancellation of pre-orders and the postponement of the device's release due to screen malfunctions and other issues reported by reviewers [84499, 83893, 83127, 83907, 83121, 83634, 83351]. 2. Customers who pre-ordered the Galaxy Fold had to be notified to confirm their orders, and some had to return their review units due to screen problems [83893, 83907, 83351]. 3. The incident tarnished Samsung's reputation as a technology pioneer and raised concerns about the durability and functionality of the innovative folding phone [83127, 83241, 83634, 83351]. 4. Samsung had to conduct thorough inspections of the faulty units to determine the cause of the screen malfunctions and other issues [83127, 83351]. 5. The incident highlighted the challenges and risks associated with developing and releasing new technologies like foldable phones, with potential long-term implications for the folding phone market [83127, 83634, 83351].
Preventions 1. Clear and prominent warning labels or instructions indicating that the protective film on the Galaxy Fold's display should not be removed to prevent damage [83351, 83351]. 2. Enhanced testing procedures to identify potential vulnerabilities in the hinge mechanism and display protection layers before distributing review units to testers [83634]. 3. Implementation of a more robust design for the hinge and display protection to prevent debris from entering and causing malfunctions [83634]. 4. Providing comprehensive guidance on the care and use of the folding phone's display to users to prevent accidental damage [83121]. 5. Conducting thorough inspections of the devices before distribution to ensure they meet quality standards and are free from defects [83907].
Fixes 1. Implementing a small plastic cover to go over the top and bottom of the phone where the two sides of the folding screen meet to prevent debris from getting under the display and protect it from damage [83634]. 2. Strengthening the display protection and providing more guidance on how to use the phone effectively, including not removing the protective layer [83907]. 3. Ensuring that the protective layer on the folding display is not mistaken for a screen protector and clearly communicating to users not to remove it [83351]. 4. Thoroughly inspecting the units to determine the cause of the screen malfunctions and making necessary design improvements to prevent future issues [83351]. 5. Potentially considering alternative materials or designs for the screen to enhance durability and prevent debris from entering the device [83634].
References 1. Reviewers and testers who experienced issues with the Samsung Galaxy Fold screens [#, #, #] 2. Samsung spokespersons [#, #, #] 3. iFixit teardown analysis [#, #] 4. Bloomberg's Mark Gurman [#] 5. YouTuber Marques Brownlee [#] 6. The Verge's Dieter Bohn [#] 7. CNBC's Steve Kovach and Todd Haselton [#] 8. Reuters [#, #]

Software Taxonomy of Faults

Category Option Rationale
Recurring one_organization, multiple_organization (a) The software failure incident having happened again at one_organization: - Samsung faced a software failure incident with its Galaxy Fold phone where the folding screen malfunctioned after just a few days of use, leading to broken and unusable screens [Article 83351]. - Reviewers reported issues with the interior folding screen, with problems such as the screen breaking and glitching, potentially caused by the accidental removal of a protective layer that was integral to the device [Article 83351]. - Samsung advised against removing the protective layer on the phone's display, emphasizing that it was not a screen protector and should not be removed [Article 83351]. (b) The software failure incident having happened again at multiple_organization: - The incident with the Galaxy Fold's screen problems highlighted concerns about the durability of foldable phones in general, indicating potential challenges that could plague folding phones from various manufacturers [Article 83634]. - The design of the Galaxy Fold, with exposed areas where debris can enter the device, was compared to issues seen with Apple's MacBook keyboards, where particles getting lodged under the keys caused malfunctions [Article 83634]. - The challenges faced by Samsung with the Galaxy Fold's screen issues may indicate that the technology for foldable phones is not yet fully developed, with potential issues that could affect other manufacturers working on similar devices [Article 83634].
Phase (Design/Operation) design, operation (a) In the articles, the software failure incident related to the development phase of design can be observed in the case of the Samsung Galaxy Fold. The incident was attributed to the protective layer on the folding screen of the device. Reviewers reported issues with the screen malfunctioning after removing this protective film, which was mistakenly thought to be a screen protector. This design flaw led to the screen breaking or malfunctioning in some cases. The design of the protective layer contributed to the problem, as users were not adequately informed about its importance and were misled into removing it, causing damage to the screen [83351]. (b) The software failure incident related to the development phase of operation can be seen in the case of the Samsung Galaxy Fold as well. Some reviewers experienced screen issues after normal use of the device, without removing the protective film. The operation of the device, including regular opening and closing, led to problems such as a bulge forming near the crease of the folding screen and eventual screen breakage. This indicates that the operation or regular use of the device contributed to the screen malfunctioning, highlighting potential weaknesses in the device's durability during normal operation [83351].
Boundary (Internal/External) within_system (a) The software failure incident related to the Galaxy Fold can be categorized as within_system. The failure was primarily attributed to issues with the device's design and construction, such as the fragile hinge, accidental removal of a protective film integral to the display, and the design of the folding screen. Reviewers reported problems with the screen malfunctioning, flickering, developing bulges, and becoming unusable within a short period of use [Article 83127], [Article 83241], [Article 83351]. Samsung acknowledged that the protective layer on the display was crucial and warned against removing it, indicating an internal design flaw that led to user-induced failures [Article 83351]. The company also mentioned that substances found inside the device affected display performance, pointing to internal construction issues [Article 83634]. Additionally, the delay in the release of the Galaxy Fold due to these screen problems further emphasizes that the failure was primarily caused by internal factors related to the device's design and construction [Article 83907].
Nature (Human/Non-human) non-human_actions, human_actions (a) In the case of non-human actions contributing to the software failure incident: - The Samsung Galaxy Fold experienced screen problems where the folding screen malfunctioned after just a few days of use, with issues like screen breaks, flickering, and bulges reported on review units [Article 83351]. - The failure was attributed to the removal of a protective layer that was integral to covering the plastic Infinity Flex display, leading to screen issues [Article 83351]. - The design of the Galaxy Fold left areas exposed intentionally for the folding screen to maintain flexibility, but this also made it susceptible to debris entering and causing damage [Article 83634]. (b) In the case of human actions contributing to the software failure incident: - Reviewers reported issues with the Galaxy Fold's screen after attempting to remove what they thought was a screen protector but was actually a vital protective layer [Article 83351]. - Some reviewers mistakenly removed the protective film, causing the screen to malfunction, highlighting the importance of proper handling and instructions for users [Article 83351]. - The accidental removal of the protective layer by users led to screen problems, emphasizing the need for clear guidance on how to handle the device to prevent such issues [Article 83634].
Dimension (Hardware/Software) hardware, software (a) The software failure incident occurring due to hardware: - The Galaxy Fold experienced screen problems, with some review units breaking after just a few days of use. Bloomberg's Mark Gurman reported that the folding screen of his review unit was completely broken and unusable after two days, potentially caused by removing a layer of film [83351]. - The Verge's Dieter Bohn also reported a small bulge near the crease of the Galaxy Fold, leading to a broken screen after two days of normal use [83351]. (b) The software failure incident occurring due to software: - The Galaxy Fold's screen issues were partly attributed to the removal of a protective layer that was integral to covering the plastic Infinity Flex display. Samsung emphasized that this protective layer should not be removed as it is not a screen protector [83351].
Objective (Malicious/Non-malicious) non-malicious (a) malicious: - There is no indication of a malicious software failure incident reported in the articles. (b) non-malicious: - The software failure incident related to the Samsung Galaxy Fold was non-malicious in nature. - The incident involved issues with the phone's screen, specifically the folding screen, which experienced problems such as breaking, flickering, and bulging [Article 83893]. - Reviewers reported issues with the screen after just a few days of use, with some attributing the problem to removing a protective layer that was not meant to be removed [Article 83351]. - Samsung emphasized that the protective layer on the phone's display was not a screen protector and should not be removed, indicating a non-malicious contributing factor to the failure [Article 83351].
Intent (Poor/Accidental Decisions) accidental_decisions [a83351] The software failure incident related to the Galaxy Fold screens breaking was due to accidental decisions. Reviewers accidentally removed a protective layer on the screen, not knowing it was integral to the device's functionality. This unintentional action contributed to the malfunction of the screens.
Capability (Incompetence/Accidental) accidental (a) In the case of development incompetence, the failure of the Samsung Galaxy Fold screens was attributed to the accidental removal of a protective film that was integral to the device. Reviewers, including Bloomberg's Mark Gurman and YouTuber Marques Brownlee, reported issues with the screens after removing this protective layer, which was not meant to be removed [Article 83351]. (b) The accidental aspect of the software failure incident with the Samsung Galaxy Fold screens was due to users accidentally removing a protective film that was crucial for the device's functionality. This accidental removal led to screen malfunctions and issues, as highlighted by various reviewers who experienced problems with the screens after peeling off this protective layer [Article 83351].
Duration permanent, temporary (a) In the case of the Samsung Galaxy Fold screen problems, the software failure incident can be considered permanent. The issues with the screens breaking or malfunctioning were attributed to contributing factors introduced by all circumstances, such as the design and construction of the device. Reviewers reported that the screens failed after just a few days of use, with problems like flickering, bulging, and complete breakage. The issues were not limited to a specific set of circumstances but were widespread among the review units provided to testers [Article 83351]. (b) However, there were also temporary aspects to the software failure incident related to the Samsung Galaxy Fold. Some of the screen problems were caused by specific actions taken by the reviewers, such as attempting to remove a protective layer that was integral to the device's functionality. This action led to immediate screen malfunctions, indicating that the failure was due to contributing factors introduced by certain circumstances but not all [Article 83351].
Behaviour crash, omission, value, other (a) crash: The Galaxy Fold experienced a crash as the folding-screen smartphone reviewers reported losing half the display functionality within a day of use, with some screens going black or flickering on and off [84499]. (b) omission: The Galaxy Fold incident involved an omission as some reviewers accidentally removed a protective film that was integral to the device, causing damage to the screen [83121]. (c) timing: The Galaxy Fold incident did not involve a timing failure as the system was not reported to perform its intended functions too late or too early. (d) value: The Galaxy Fold incident involved a value failure as the system's screen malfunctioned, leading to issues such as flickering, black screens, and bulges, impacting the device's functionality [83893, 83121, 83351]. (e) byzantine: The Galaxy Fold incident did not involve a byzantine failure as the system did not exhibit inconsistent responses or interactions. (f) other: The Galaxy Fold incident also involved a failure related to the system's hinge, which allowed debris to enter the device and potentially cause screen malfunctions, showcasing a structural flaw in the design [83634].

IoT System Layer

Layer Option Rationale
Perception None None
Communication None None
Application None None

Other Details

Category Option Rationale
Consequence unknown (a) death: No information about people losing their lives due to the software failure incident was mentioned in the articles. [based on <Article 83351>, <Article 83121>, <Article 83241>, <Article 83634>, <Article 83127>, <Article 83907>, <Article 83893>, <Article 84499>]
Domain information, sales, manufacturing, finance, knowledge (a) The failed system was intended to support the information industry, specifically in the context of technology and smartphones. The Galaxy Fold by Samsung, a foldable phone, experienced screen problems and malfunctions, impacting the distribution and consumption of information through mobile devices [Article 83351]. (b) The transportation industry was not directly related to the software failure incident reported in the articles. (c) The natural resources industry was not directly related to the software failure incident reported in the articles. (d) The sales industry was indirectly impacted by the software failure incident as the Galaxy Fold pre-orders had to be canceled or delayed, affecting the exchange of money for products [Article 84499, Article 83907]. (e) The construction industry was not directly related to the software failure incident reported in the articles. (f) The manufacturing industry was indirectly impacted by the software failure incident as the Galaxy Fold is a manufactured product by Samsung, and the failure of the device affected its release and distribution [Article 83127, Article 83351]. (g) The utilities industry was not directly related to the software failure incident reported in the articles. (h) The finance industry was indirectly impacted by the software failure incident as the Galaxy Fold is a high-priced device, and the failure of the product could have financial implications for Samsung [Article 83121, Article 83634]. (i) The knowledge industry, particularly in terms of technology and innovation, was impacted by the software failure incident as the Galaxy Fold was a highly anticipated and innovative device that faced technical issues [Article 83127, Article 83351]. (j) The health industry was not directly related to the software failure incident reported in the articles. (k) The entertainment industry was not directly related to the software failure incident reported in the articles. (l) The government industry was not directly related to the software failure incident reported in the articles. (m) The software failure incident was primarily related to the technology and smartphone industry, with a focus on the Galaxy Fold product by Samsung, which falls under the consumer electronics sector [Article 83121, Article 83351].

Sources

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