Recurring |
unknown |
(a) The software failure incident related to the incorrect notification about Russian software being installed on Samsung phones in the UK seems to be a unique incident specific to Samsung. There is no mention in the provided article of a similar incident happening before within the same organization or with its products and services.
(b) The incident reported in the article does not indicate that a similar software failure incident has happened before at other organizations or with their products and services. The focus of the article is on Samsung's apology and clarification regarding the technical error that led to the incorrect notification about Russian apps being installed on UK phones. |
Phase (Design/Operation) |
design, operation |
(a) The software failure incident in the article can be attributed to the design phase. Samsung apologized for a software update that incorrectly stated Russian government-mandated apps had been downloaded to UK customers' phones. The incorrect wording in the notification was due to a technical error, and no Russian apps had actually been installed on the devices. This error in the wording of the message was a result of the system development or update process, indicating a failure in the design phase of the software update [120112].
(b) The software failure incident in the article can also be linked to the operation phase. After the incorrect software update was received by customers, one user, Andrew Edmans, contacted Samsung for clarification. Despite promises of a reply within 48 hours, he did not receive any response and had to follow up multiple times. Eventually, a tech remotely accessed his phone to confirm the update and stated it was a notification error. This delay in response and the need for remote access to address the issue highlight operational failures in customer service and support, impacting the user experience [120112]. |
Boundary (Internal/External) |
within_system |
(a) within_system: The software failure incident in this case was due to a technical error within Samsung's system. Samsung apologized for a software update that incorrectly stated Russian government-mandated apps had been downloaded on UK customers' phones. The wording of the message was incorrect and was shared with a limited number of UK customers due to a technical error [Article 120112]. This indicates that the failure originated from within Samsung's system, specifically related to the software update process and notification mechanism. |
Nature (Human/Non-human) |
non-human_actions, human_actions |
(a) The software failure incident in this case was primarily due to non-human actions. Samsung apologized for a software update that incorrectly stated Russian government-mandated apps had been downloaded to UK customers' phones. The company attributed this incorrect wording to a technical error and clarified that no Russian apps had actually been installed on the devices [Article 120112].
(b) Human actions also played a role in this software failure incident. The customer who experienced the issue, Andrew Edmans, bought a second-hand Samsung Galaxy Z Fold2 phone and ran an official Samsung update. He noticed the incorrect wording about Russian apps being installed and contacted Samsung for clarification. Despite his efforts to resolve the issue, he faced delays and frustration in getting a proper response from Samsung's customer service, which contributed to his disappointment with how the situation was handled [Article 120112]. |
Dimension (Hardware/Software) |
software |
(a) The software failure incident related to hardware:
- The incident reported in the article [120112] was not directly related to hardware failure but rather a software update issue on Samsung phones. The incorrect notification about Russian government-mandated apps being downloaded was attributed to a technical error in the software update process. The issue was not caused by hardware problems but rather by a mistake in the software update that led to the misleading notification on the devices.
(b) The software failure incident related to software:
- The software failure incident reported in the article [120112] was primarily due to contributing factors originating in software. Samsung apologized for a software update that incorrectly stated Russian government-mandated apps had been downloaded on UK customers' phones. The incorrect wording in the notification was acknowledged as a technical error in the software update process. This incident highlights a software-related failure in the update mechanism that led to misleading information being displayed on the devices. |
Objective (Malicious/Non-malicious) |
non-malicious |
(a) The software failure incident in the article is non-malicious. Samsung apologized for a software update that incorrectly stated Russian government-mandated apps had been downloaded on UK customers' phones. The company attributed the issue to a technical error and clarified that no Russian apps had actually been installed on the devices [Article 120112]. |
Intent (Poor/Accidental Decisions) |
accidental_decisions |
(a) The intent of the software failure incident was not due to poor decisions but rather accidental decisions. The incident occurred when Samsung mistakenly sent a software update to UK customers stating that Russian government-mandated apps had been downloaded on their devices. This incorrect wording in the notification was attributed to a technical error, and Samsung clarified that no Russian apps had actually been installed on the devices [120112]. The error caused confusion and concern among customers, leading to anxiety and distress for some users like Mr. Edmans. Samsung's handling of the situation was criticized for not appropriately addressing the impact on customers and ensuring trust in the software update process. |
Capability (Incompetence/Accidental) |
development_incompetence |
(a) The software failure incident in the article can be attributed to development incompetence. Samsung apologized for a software update sent to UK customers incorrectly stating that Russian government-mandated apps had been downloaded. The wording of the message was incorrect and shared with a limited number of UK customers due to a technical error. The incident caused concern among customers, with one expert mentioning that Samsung had not fully explained what went wrong, leading to customer anxiety and distress [120112].
(b) The software failure incident can also be considered accidental. Samsung acknowledged that the incorrect wording in the software update was a result of a technical error. The company stated that no Russian apps had been installed on the devices, indicating that the error was unintentional. The incident caused confusion and distress among customers, highlighting the accidental nature of the failure [120112]. |
Duration |
temporary |
The software failure incident reported in Article 120112 was temporary. The incident was caused by a technical error in a software update sent to UK customers by Samsung, resulting in incorrect wording about Russian government-mandated apps being downloaded on devices. Samsung clarified that no Russian apps had actually been installed on the devices, indicating that the failure was due to specific circumstances related to the technical error in the update. The incident led to customer concerns and anxiety, but it was not a permanent failure as the incorrect wording was a result of a limited number of UK customers receiving the erroneous message due to the technical error [120112]. |
Behaviour |
omission, other |
(a) crash: The software failure incident in the article does not involve a crash where the system loses state and does not perform any of its intended functions. The issue reported by Samsung customers was related to incorrect wording in a software update, specifically mentioning Russian government-mandated apps being downloaded when they were not actually installed [Article 120112].
(b) omission: The software failure incident can be categorized as an omission where the system omitted to perform its intended functions at an instance. In this case, the software update incorrectly stated that Russian apps had been downloaded on UK customers' devices, causing confusion and concern among users [Article 120112].
(c) timing: The software failure incident is not related to timing issues where the system performs its intended functions correctly but too late or too early. The issue was primarily about incorrect messaging in the software update rather than timing-related failures [Article 120112].
(d) value: The software failure incident does not involve a failure due to the system performing its intended functions incorrectly. The issue was more about misleading wording in the software update rather than the system functioning incorrectly in terms of the actual apps installed on the devices [Article 120112].
(e) byzantine: The software failure incident does not exhibit characteristics of a byzantine failure where the system behaves erroneously with inconsistent responses and interactions. The issue reported was more about a misleading notification error in the software update rather than inconsistent behavior of the system [Article 120112].
(f) other: The other behavior exhibited in this software failure incident is related to a misleading notification error in the software update, causing confusion and concern among users. The incorrect wording in the update led to customers believing that Russian government-mandated apps had been downloaded on their devices, even though they were not actually installed [Article 120112]. |