Incident: Samsung Galaxy Note 7 Battery Explosion Recall Incident

Published Date: 2016-09-02

Postmortem Analysis
Timeline 1. The software failure incident happened in August 2016 [Article 48167]. 2. The incident occurred in August 2016 [Article 49274]. 3. The incident took place in August 2016 [Article 50460]. 4. The software failure incident happened in December 2016 [Article 57823].
System 1. Galaxy Note 7 software update system [47619, 47653] 2. Galaxy Note 7 battery manufacturing process [48167, 48726] 3. Galaxy Note 7 battery quality control [50460]
Responsible Organization 1. Samsung - The software failure incident was caused by a manufacturing flaw in the battery cells of the Samsung Galaxy Note 7 smartphones, leading to overheating and explosions [47619, 47653, 48036, 48121, 48130, 48167, 48479, 48609, 48726, 49033, 49274, 49336, 50460].
Impacted Organization 1. Consumers who purchased the Galaxy Note 7 were impacted by the software failure incident [47619, 47653, 48167, 48332, 48950, 49757]. 2. Samsung as a company was impacted by the software failure incident [47619, 47653, 48036, 48609, 49033, 49274, 50460]. 3. Suppliers and partners of Samsung were impacted by the software failure incident [47653]. 4. Regulatory bodies like the US Consumer Product Safety Commission were involved in the recall and were impacted by the software failure incident [48726].
Software Causes 1. The software update implemented by Samsung to prevent batteries from overheating [47653]. 2. Samsung issued a software update to earlier versions of the Galaxy Note 7, capping the charge at 60% and displaying a warning upon powering on the devices [49274]. 3. Samsung's next software update for the Galaxy Note 7 smartphone rendered the devices useless to prevent further incidents of catching fire and exploding [57823].
Non-software Causes 1. Design failure in the first battery and a manufacturing defect in the second battery [Article 50460] 2. Sub-optimized assembly process creating variations of tension and exposed electrodes due to insufficient insulation tape [Article 48726]
Impacts 1. The software failure incident led to a major blow to Samsung's reputation and raised alarm among airlines, with several banning passengers from using the Galaxy Note 7 on board [47653]. 2. The incident resulted in a recall crisis, with Samsung receiving 35 reports worldwide tied to a battery cell issue, causing damage to Samsung's image [48036]. 3. The software failure incident caused a recall of the Galaxy Note 7, leading to financial penalties and severe financial losses, with analysts predicting it could cost Samsung up to US$5 billion in revenues [49033]. 4. The incident prompted Samsung to issue a software update that limited battery recharges to 60% of capacity in an effort to contain the crisis and encourage consumers to return their handsets [47653, 48332]. 5. The software update released by Samsung in mid-December in the US essentially turned the Galaxy Note 7 into useless mementos, preventing them from charging and functioning as mobile phones [57823].
Preventions 1. Properly testing the software update before rolling it out to customers could have prevented the software failure incident [47619, 47653]. 2. Working closely with US authorities and following standard recall procedures could have helped prevent confusion and increase the effectiveness of the recall process [48130, 48165]. 3. Implementing a more thorough quality control process to ensure that all phones have the necessary insulation tape separating volatile elements could have prevented the issue with the batteries [48726, 50460]. 4. Avoiding rushing the product to market and taking the time to address any technical problems or defects before launch could have prevented the software failure incident [48479]. 5. Communicating effectively with customers and providing clear instructions on how to handle the recall process could have helped prevent delays and issues with returning the faulty devices [48332, 49274].
Fixes 1. Implementing a software update to limit battery recharges to 60% of capacity to encourage consumers to return their handsets [47653]. 2. Issuing a software update to earlier versions of the Note 7, capping the charge at 60% and displaying a warning upon powering on the device [49274]. 3. Releasing a software update that renders the Galaxy Note 7 devices useless to prevent further incidents of combustion and explosions [57823].
References 1. Samsung spokesperson [48167] 2. Consumer Reports [47653, 48121, 48130] 3. IDC analyst Tay Xiaohan [48036] 4. CPSC Chairman Elliot Kaye [48165] 5. Maria Rerecich, Consumer Reports director of electronics testing [48121] 6. Richard Windsor, analyst with Edison [48609] 7. US Consumer Product Safety Commission [48726, 49274] 8. Samsung representative [48726] 9. Samsung spokeswoman [48130, 49336] 10. Source familiar with the issue [50460]

Software Taxonomy of Faults

Category Option Rationale
Recurring one_organization (a) The software failure incident having happened again at one_organization: The incident with the Galaxy Note 7 was a significant software failure incident that happened again within Samsung. The initial issue was related to battery explosions, leading to a recall. However, even after the recall and replacement program, replacement devices began exhibiting the same problems, indicating a recurring software failure issue within Samsung's products [48609]. (b) The software failure incident having happened again at multiple_organization: There is no specific information in the provided articles about a similar software failure incident happening at multiple organizations.
Phase (Design/Operation) design, operation (a) The software failure incident related to the design phase: - The failure in the Galaxy Note 7 was attributed to a design failure in the first battery and a manufacturing defect in the second, with some phones missing insulation tape separating volatile elements, highlighting a quality control issue [Article 50460]. (b) The software failure incident related to the operation phase: - Samsung issued a software update to earlier versions of the Note 7, capping the charge at 60% and displaying a warning upon powering on the devices, indicating an operational response to the battery issue [Article 49274].
Boundary (Internal/External) within_system, outside_system (a) within_system: - The software failure incident related to the Samsung Galaxy Note 7 was primarily within the system. The articles mention issues such as a manufacturing flaw in the battery causing battery malfunctions and explosions [47653], a software update being implemented as a last-ditch effort to contain the crisis [47619], and a software patch being used to prevent batteries from overheating [47653]. These factors point to internal system issues leading to the software failure incident. (b) outside_system: - The software failure incident also had contributing factors originating from outside the system. For example, there were criticisms directed at Samsung for not following standard recall processes, causing confusion among customers [48165]. Additionally, regulatory bodies like the CPSC (Consumer Product Safety Commission) were involved in the recall process, indicating external oversight and involvement in managing the software failure incident [48726].
Nature (Human/Non-human) non-human_actions, human_actions (a) The software failure incident occurring due to non-human actions: - The failure was attributed to a manufacturing defect in the battery that caused the negative and positive electrodes to come together, resulting in battery malfunctions and explosions [47653, 48167]. - Samsung's next software update for the Galaxy Note 7 smartphone was aimed at rendering the devices useless to prevent further incidents of catching fire and exploding, indicating a non-human action to address the issue [57823]. - The defect in the manufacturing process led to a disastrous launch for the Galaxy Note 7, with multiple reported cases of smartphones exploding since its release [48167]. - The defect in the manufacturing process was considered a rare error, affecting a very small percentage of all Note 7 handsets sold [48726]. (b) The software failure incident occurring due to human actions: - Samsung faced criticism for not going through the standard recall process, which was deemed confusing for customers by the CPSC Chairman [48165]. - The delay in working with authorities and issuing a recall statement for the Galaxy Note 7 was highlighted as a human action that contributed to the crisis [49274]. - Experts mentioned that Samsung's decision-making process and corporate culture may have compounded the issues leading to the failure incident [48479]. - The failure incident led to concerns about Samsung's ability to address the issue quickly and restore consumer confidence, indicating a potential human action in managing the crisis [48036].
Dimension (Hardware/Software) hardware, software (a) The software failure incident occurring due to hardware: - The incident with the Samsung Galaxy Note 7 was attributed to a manufacturing defect in the battery, where the negative and positive electrodes came together due to a flaw in the manufacturing process [47653, 48167]. - Some phones were found to be missing insulation tape that separates volatile elements in the battery, indicating a quality control issue related to hardware [50460]. (b) The software failure incident occurring due to software: - Samsung issued a software update to earlier versions of the Galaxy Note 7, capping the charge at 60% and displaying a warning upon powering on the devices, as a measure to address the battery issues [49274]. - The software update was mentioned as a last-ditch effort to contain the crisis related to the battery explosions in the Galaxy Note 7 [47619]. - Samsung's next software update for the Galaxy Note 7 was intended to render the devices useless to prevent further incidents of catching fire and exploding, indicating a software-related solution to the hardware issue [57823].
Objective (Malicious/Non-malicious) non-malicious (a) malicious: - There is no indication in the provided articles that the software failure incident related to the Samsung Galaxy Note 7 was malicious in nature. The incidents were primarily attributed to a manufacturing flaw in the battery that caused explosions and overheating issues, leading to safety concerns and recalls [47619, 47653, 47783, 48036, 48130, 48165, 48167, 48332, 48479, 48609, 48726, 49274, 49757, 57823]. (b) non-malicious: - The software failure incident related to the Samsung Galaxy Note 7 was primarily non-malicious in nature, stemming from a manufacturing defect in the battery that led to safety hazards and the need for recalls and software updates to prevent further incidents [47619, 47653, 47783, 48036, 48130, 48165, 48167, 48332, 48479, 48609, 48726, 49274, 49757, 57823].
Intent (Poor/Accidental Decisions) poor_decisions (a) poor_decisions: - The incident involved a flaw in the manufacturing process that resulted in negative and positive electrodes coming together, indicating a failure due to poor decisions in the manufacturing process [47653]. - Samsung bypassed official recall procedures, took days to work with authorities, and issued a strongly worded statement late, indicating a delay in addressing the issue which could be considered a poor decision [49274]. (b) accidental_decisions: - The incident was described as a very rare manufacturing error by a Samsung spokesperson, suggesting it was an accidental decision rather than intentional [48167]. - An unnamed Samsung official mentioned that the manufacturing defect affected less than 0.01% of all Note 7 handsets sold, indicating it was an accidental issue rather than intentional [48726].
Capability (Incompetence/Accidental) development_incompetence (a) The software failure incident occurring due to development incompetence: - The articles mention issues with the manufacturing process that led to the battery problem in the Samsung Galaxy Note 7. Samsung employees changed their minds about specs and workflow, which made it challenging to work with suppliers [47653]. - Samsung's corporate culture, described as militaristic with a top-down approach, may have compounded the issues as orders came from individuals who did not necessarily understand the product technologies [48479]. (b) The software failure incident occurring accidentally: - The defect in the manufacturing process that caused the battery malfunctions in the Galaxy Note 7 was described as a rare manufacturing error [48167]. - The defect in the Note 7's manufacturing process was said to affect less than 0.01% of all handsets sold, indicating a rare occurrence [48726].
Duration permanent, temporary The software failure incident related to the Samsung Galaxy Note 7 battery issue can be categorized as both temporary and permanent. Temporary: The incident was initially temporary as Samsung issued short-term solutions such as shutting phones off and implementing a software patch to prevent batteries from overheating [47653]. Additionally, Samsung issued a software update to earlier versions of the Note 7, capping the charge at 60% and displaying a warning upon powering on the devices [49274]. Permanent: The incident also had elements of permanency as it was caused by a manufacturing flaw that resulted in a disastrous launch for the Galaxy Note 7, with at least 35 reported cases of the smartphone exploding since its release [48167]. The defect was revealed to be a result of sub-optimized assembly processes and insufficient insulation tape, indicating contributing factors introduced by all circumstances [48726]. Additionally, the incident led to a full recall under CPSC, requiring the return of all smartphones sold and an immediate halt of sales from all retail outlets, not just from the manufacturer [48121].
Behaviour crash, omission, timing, value, byzantine (a) crash: Article 47619 mentions that Samsung issued a software update as a last-ditch effort to contain the crisis related to the Galaxy Note 7 battery explosions, indicating a system crash where the software was not performing its intended functions [47619]. (b) omission: Article 47653 highlights an inconsistent response to the recall of the Note 7 across America, with some stores and carriers continuing to sell the phones even after the recall announcement, indicating an omission in performing the intended recall functions [47653]. (c) timing: Article 57823 discusses Samsung's decision to render the Galaxy Note 7 devices useless through a software update to prevent further incidents of catching fire and exploding. The timing of this action, especially during the holiday travel season, suggests a timing-related failure [57823]. (d) value: Article 48609 mentions that Samsung's voluntary replacement program led to criticism from the US consumer watchdog, indicating a failure in providing the correct value to customers and regulators [48609]. (e) byzantine: Article 48165 discusses how Samsung's actions related to the recall of the Note 7, including not informing the CPSC about the replacement program and not following standard recall processes, drew criticism and confusion. This behavior of inconsistent responses and interactions with regulatory bodies and customers aligns with a byzantine failure [48165]. (f) other: The articles do not provide specific information on a failure behavior that does not fit into the categories of crash, omission, timing, value, or byzantine.

IoT System Layer

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

Other Details

Category Option Rationale
Consequence harm, property, non-human, theoretical_consequence (a) death: People lost their lives due to the software failure - No information about deaths due to the software failure incident was mentioned in the articles. (b) harm: People were physically harmed due to the software failure - The articles mentioned injuries to owners and damage to property caused by the combustion of some Galaxy Note 7 units due to lithium-ion battery issues [57823]. (c) basic: People's access to food or shelter was impacted because of the software failure - No information about people's access to food or shelter being impacted due to the software failure incident was provided in the articles. (d) property: People's material goods, money, or data was impacted due to the software failure - The articles discussed harm to property caused by the combustion of some Galaxy Note 7 units due to lithium-ion battery issues [57823]. (e) delay: People had to postpone an activity due to the software failure - No information about people having to postpone activities due to the software failure incident was mentioned in the articles. (f) non-human: Non-human entities were impacted due to the software failure - The articles mentioned the impact on the environment due to the discontinuation of Galaxy Note 7 smartphones and the potential environmental impact from the firm's discontinuation of the devices [49757]. (g) no_consequence: There were no real observed consequences of the software failure - No information about there being no real observed consequences of the software failure incident was provided in the articles. (h) theoretical_consequence: There were potential consequences discussed of the software failure that did not occur - The articles discussed potential reputational damage, financial penalties, and loss of consumer faith in Samsung products due to the software failure incident [48609, 48479]. (i) other: Was there consequence(s) of the software failure not described in the (a to h) options? What is the other consequence(s)? - No other consequences of the software failure incident were mentioned in the articles.
Domain manufacturing The software failure incident discussed in the articles is related to the manufacturing industry. Samsung faced a significant software failure incident with its Galaxy Note 7 smartphones, leading to a massive product recall and subsequent environmental concerns due to the disposal of the defective devices [#47653, #48332, #48479, #48609, #49274, #49757]. The incident impacted Samsung's mobile business financially, with potential lawsuits and claims over property damage and medical bills [#48609]. Additionally, the failure incident extended to other areas of Samsung's business, such as a lawsuit in the US regarding faulty washing machines, prompting intervention by the CPSC to address safety issues [#49274]. The failure incident also highlighted environmental concerns related to the disposal of electronic devices, with experts warning about the challenges of proper disposal and recycling of smartphones [#49757]. The disposal of the 2.5 million smartphones raised questions about the environmental impact and the need for better recycling practices in the smartphone industry [#49757]. Furthermore, the incident shed light on the issue of child labor in mining operations for materials like cobalt used in electronic devices, implicating companies like Samsung in the supply chain concerns [#49757]. In summary, the software failure incident involving the Galaxy Note 7 smartphones primarily affected the manufacturing industry, specifically Samsung's mobile business, and raised broader environmental and ethical concerns related to electronic waste disposal and supply chain practices.

Sources

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