Published Date: 2019-07-24
| Postmortem Analysis | |
|---|---|
| Timeline | 1. The software failure incident related to Joy-Con drifting on Nintendo Switch consoles happened in July 2019 as per Article 87861 and Article 87461. |
| System | 1. Nintendo Switch Joy-Cons [87861, 87461] 2. Nintendo Switch Lite controllers [90194] |
| Responsible Organization | 1. Nintendo [87861, 87461, 90194] |
| Impacted Organization | 1. Nintendo customers [87861, 87461, 90194] 2. Nintendo of America [87861] 3. Switch owners [87861, 87461, 90194] |
| Software Causes | 1. The software cause of the failure incident was a defect in the Nintendo Switch Joy-Con controllers, specifically the issue known as "drifting," where the analog sticks on the controllers do not return to center properly, causing a constant input in a particular direction [87861, 87461, 90194]. |
| Non-software Causes | 1. Lack of quality control in manufacturing the Joy-Con controllers [87861, 87461, 90194] 2. Defective hardware components in the Joy-Con controllers leading to the drifting issue [87861, 87461, 90194] 3. Marketing and selling the Nintendo Switch and Joy-Con controllers despite being aware of the defect through online consumer complaints [87861, 87461, 90194] |
| Impacts | 1. Nintendo faced a class-action lawsuit over Joy-Con "drifting" issues, leading to legal action against the company [87861, 87461, 90194]. 2. Customers experienced frustration and inconvenience as the defect in the controllers caused gameplay issues, rendering some games unplayable [87861, 87461, 90194]. 3. Nintendo had to change its repair policy, offering free repairs for faulty Joy-Cons and reimbursement for customers who already purchased new controllers [87461]. 4. The reputation of Nintendo and the quality of its products came into question, as customers had high expectations for the brand [87861]. 5. The incident highlighted the importance of quality control and customer support in the gaming industry, emphasizing the need for companies to address hardware defects promptly [87861, 87461, 90194]. |
| Preventions | 1. Implementing rigorous quality control testing during the development phase to detect and address issues like Joy-Con drifting before product release [87861, 87461, 90194]. 2. Conducting thorough user testing to identify any potential hardware or software defects that could lead to customer dissatisfaction [87861, 87461, 90194]. 3. Providing timely software updates to address any emerging issues reported by customers, such as offering firmware updates to potentially resolve Joy-Con drifting problems [87461]. 4. Proactively engaging with customers to address their concerns and provide solutions, such as offering free repairs and refunds for faulty controllers without requiring proof of purchase [87461, 90194]. 5. Ensuring transparent communication with customers about known defects and the steps being taken to rectify them, which can help maintain trust and loyalty among consumers [87861, 87461, 90194]. |
| Fixes | 1. Nintendo offering free repairs for malfunctioning Joy-Cons and giving refunds to those who paid a service fee to have them fixed [87861]. 2. Nintendo mandating a free repair policy for faulty Joy-Cons without requiring proof of purchase [87461]. 3. Nintendo offering to fix Joy-Cons for free without proof of purchase following a class-action lawsuit [90194]. | References | 1. Internal memo at Nintendo [87861, 87461] 2. Law firm Chimicles Schwartz Kriner & Donaldson-Smith [87861, 87461, 90194] 3. Nintendo of America [87861] 4. Nintendo support forums [87861] 5. Vice [87461] 6. Polygon [87461] 7. Customers experiencing Joy-Con drift issue [87861, 87461, 90194] |
| Category | Option | Rationale |
|---|---|---|
| Recurring | one_organization, multiple_organization | (a) The software failure incident related to Joy-Con drift has happened again at Nintendo. The issue of Joy-Con drift, where the analog sticks on the controllers don't return to center properly, causing constant input in a particular direction, has been reported multiple times by Nintendo Switch owners [87861, 87461, 90194]. Nintendo has faced a class-action lawsuit over this problem and has been offering free repairs for malfunctioning Joy-Cons without requiring proof of purchase [87861, 87461, 90194]. (b) The software failure incident related to Joy-Con drift has also happened at other organizations or with their products and services. The issue of Joy-Con drift has been widely experienced by owners of Nintendo's Switch console [87461]. Additionally, the law firm Chimicles Schwartz Kriner & Donaldson-Smith filed a class-action lawsuit against Nintendo over Joy-Con drift, indicating that this issue is not limited to just one organization [87861, 87461, 90194]. |
| Phase (Design/Operation) | design, operation | (a) The software failure incident occurring due to the development phases: - The Joy-Con drifting issue with Nintendo Switch controllers is a result of a design flaw in the analog sticks not returning to center properly, causing constant input in a particular direction [87861, 87461, 90194]. - Nintendo marketed and sold the Switch and Joy-Con controllers despite being aware of the defect through online consumer complaints, indicating a design failure in the product development phase [87861, 87461, 90194]. (b) The software failure incident occurring due to the operation phases: - Customers have complained of controllers that seem to operate on their own, making some games unplayable, which could be attributed to operational issues or misuse of the system [87461]. - Some customers documented that the Joy-Con drift issue interferes with gameplay, suggesting operational challenges with the controllers [87461]. |
| Boundary (Internal/External) | within_system | (a) within_system: The software failure incident related to the Joy-Con drifting issue with Nintendo Switch controllers is primarily within the system. The drifting problem is caused by a defect within the Joy-Con controllers themselves, where the analog sticks do not return to center properly, leading to constant input in a particular direction [87861, 87461, 90194]. (b) outside_system: The software failure incident does not seem to have contributing factors that originate from outside the system. The issue of Joy-Con drift is inherent to the design or manufacturing of the controllers and is not influenced by external factors [87861, 87461, 90194]. |
| Nature (Human/Non-human) | non-human_actions, human_actions | (a) The software failure incident occurring due to non-human actions: - The software failure incident of Joy-Con drifting on Nintendo Switch consoles is attributed to a defect in the controllers where the analog sticks do not return to center properly, causing constant input in a particular direction [87861, 87461, 90194]. - This issue, known as "Joy-Con drift," results in controllers registering movement without user input, making some games unplayable [87461]. - Nintendo has acknowledged the Joy-Con drift problem and has taken steps to address it by offering free repairs for malfunctioning Joy-Cons without requiring proof of purchase [87861, 87461, 90194]. (b) The software failure incident occurring due to human actions: - The law firm Chimicles Schwartz Kriner & Donaldson-Smith filed a lawsuit against Nintendo, alleging that the company marketed and sold the Switch and Joy-Con controllers despite being aware of the defect through online consumer complaints [87861, 87461, 90194]. - Nintendo has faced criticism for not addressing the Joy-Con drift issue promptly, leading to customer dissatisfaction and legal action [87861, 87461, 90194]. - The law firm behind the lawsuit highlighted that the drift issue prevents consumers from playing games as intended on the Nintendo Switch, causing frustration and upset among users [87861]. |
| Dimension (Hardware/Software) | hardware | (a) The software failure incident occurring due to hardware: - The articles discuss a hardware-related issue known as "Joy-Con drift," where the analog sticks on the Nintendo Switch controllers don't return to center properly, causing constant input in a particular direction [87861, 87461, 90194]. - Customers have reported issues with the controllers' hardware, specifically the left joystick registering movement without being touched, making some games unplayable [87461]. - Nintendo has acknowledged the hardware issue and offered free repairs for malfunctioning Joy-Cons without requiring proof of purchase [87861, 87461, 90194]. (b) The software failure incident occurring due to software: - The articles primarily focus on a software failure incident related to hardware issues with the Nintendo Switch controllers, known as "Joy-Con drift," which is caused by a defect in the controllers' hardware [87861, 87461, 90194]. - The issue of Joy-Con drift is described as a defect in the controllers' hardware that causes the joystick to register movement even when not being engaged by the user, indicating a hardware-related problem rather than a software-related one [87461]. |
| Objective (Malicious/Non-malicious) | non-malicious | (a) The software failure incident related to the Joy-Con drifting issue with Nintendo Switch controllers is categorized as non-malicious. The issue of Joy-Con drift is described as a defect where the analog sticks on the controllers do not return to center properly, causing a constant input in a particular direction [87861, 87461, 90194]. This issue has led to a class-action lawsuit against Nintendo, with customers experiencing frustration and inconvenience due to the malfunctioning controllers. Nintendo has acknowledged the problem and has taken steps to address it by offering free repairs and reimbursements for affected customers, indicating a non-malicious nature of the failure incident. |
| Intent (Poor/Accidental Decisions) | poor_decisions | (a) The intent of the software failure incident related to poor_decisions: - The failure related to the Joy-Con drifting issue with Nintendo Switch controllers was due to poor decisions made by Nintendo in marketing and selling the Switch and Joy-Con controllers despite being aware of the defect through online consumer complaints [87861, 87461, 90194]. - Nintendo faced a class-action lawsuit over the defective controllers, indicating that the company's decisions regarding the quality and functionality of the controllers were called into question [87461, 90194]. (b) The intent of the software failure incident related to accidental_decisions: - The failure related to the Joy-Con drifting issue was not accidental but rather stemmed from a known defect in the analog sticks of the controllers, causing constant input in a particular direction [87861, 87461, 90194]. - Nintendo's decision to offer free repairs and reimbursements for faulty Joy-Cons indicates a response to a known issue rather than an accidental decision [87461]. |
| Capability (Incompetence/Accidental) | development_incompetence | (a) The software failure incident occurring due to development incompetence: - The articles report on a software failure incident related to Joy-Con drift issues experienced by Nintendo Switch owners [87861, 87461, 90194]. - Customers complained about the defect in the controllers causing the joystick to register movement without being touched, rendering some games unplayable. - The law firm behind the lawsuit alleged that Nintendo marketed and sold the Switch and Joy-Con controllers despite being aware of the defect through online consumer complaints, indicating a lack of professional competence in addressing the issue promptly. - The lawsuit escalation and the need for a policy shift to offer free repairs without proof of purchase or warranty confirmation suggest a failure in addressing the issue effectively, possibly due to development incompetence. (b) The software failure incident occurring accidentally: - The Joy-Con drift issue, where the controllers register movement without user input, was reported by numerous customers [87861, 87461, 90194]. - Customers documented the defect causing the joystick to register movement even when not engaged, leading to gameplay interference. - The problem was widely experienced by Nintendo Switch owners, indicating that the issue was accidental and not intentionally introduced by the company. - Nintendo began addressing the drifting problem by offering free repairs without proof of purchase, suggesting an accidental introduction of the defect rather than a deliberate action. |
| Duration | permanent | (a) The software failure incident related to the Joy-Con drifting issue with Nintendo Switch controllers can be considered as a permanent failure. This is evident from the fact that Nintendo faced a class-action lawsuit over the drifting problem, which was a persistent issue affecting numerous customers [87861, 87461, 90194]. The problem was widespread and affected a significant number of users, leading to legal action and a change in Nintendo's repair policy to address the issue permanently. Customers reported ongoing issues with the controllers, indicating a long-standing and continuous problem rather than a temporary glitch or isolated incident. |
| Behaviour | other | (a) crash: The articles do not mention any instances of a system crash as a result of the Joy-Con drifting issue. The failure is related to the controllers not functioning correctly due to the drifting problem, but there is no mention of the system crashing as a result of this issue. (b) omission: The omission behavior is not directly mentioned in the articles. The failure is more related to the controllers not returning to center properly, causing a constant input in a particular direction, rather than omitting to perform their intended functions. (c) timing: The timing behavior is not applicable to the Joy-Con drifting issue discussed in the articles. The problem is related to the controllers' hardware defect causing constant input in a particular direction, rather than a timing issue. (d) value: The value behavior is not explicitly mentioned in the articles. The failure is primarily due to the hardware defect in the Joy-Con controllers causing them to drift and not return to center properly, leading to gameplay issues. (e) byzantine: The byzantine behavior is not described in the articles. The failure is centered around the hardware defect in the Joy-Con controllers causing drifting issues, rather than exhibiting inconsistent responses or interactions. (f) other: The behavior of the software failure incident related to the Joy-Con drifting issue is primarily a hardware issue with the controllers themselves, specifically the analog sticks not returning to center properly, resulting in constant input in a particular direction. This behavior is not directly categorized into the options provided. |
| Layer | Option | Rationale |
|---|---|---|
| Perception | None | None |
| Communication | None | None |
| Application | None | None |
| Category | Option | Rationale |
|---|---|---|
| Consequence | no_consequence, unknown | (a) unknown (b) unknown (c) unknown (d) unknown (e) unknown (f) unknown (g) There were no real observed consequences of the software failure [87861, 87461, 90194] (h) unknown (i) unknown |
| Domain | manufacturing, finance, entertainment | (a) The software failure incident reported in the news articles is related to the entertainment industry. The incident involves issues with Nintendo Switch controllers, specifically the Joy-Cons, which are essential components for gaming on the Nintendo Switch console [87861, 87461, 90194]. (h) The incident also has implications for the finance industry as customers who had to purchase new Joy-Cons due to the drifting issue may be eligible for reimbursement from Nintendo, which involves financial transactions [87461]. (m) Additionally, the failure incident is related to the manufacturing industry as it involves defects in the manufacturing of the Joy-Con controllers for the Nintendo Switch consoles [87861, 87461, 90194]. |
Article ID: 87861
Article ID: 87461
Article ID: 90194