topic Re: 5 IV compass issue, 90-120 degrees off and won't calibrate beyond low in Google maps in 5 Series

5 IV compass issue, 90-120 degrees off and won't calibrate beyond low in Google maps

Pernas — Tue, 05 Sep 2023 13:31:31 GMT

Hi!

Just a quick checkup if I can get a confirmation that this is an hardware issue with the design of the 5 IV compass since my new fully updated and factory restored 5 IV can't get a proper compass reading (often 90-120 degrees off). Compass calibration within Google maps still shows low regardless of attempts being made.

This is at a place where both an iPhone 14 and a Galaxy S23 works perfect with the compass.

/Per

Re: 5 IV compass issue, 90-120 degrees off and won't calibrate beyond low in Google maps

Anonymous — Tue, 05 Sep 2023 16:46:07 GMT

Hey @Pernas

Check if there is a compass test on the support app on the phone, if you found it, run the test and check what will be the result

Try also to check the performance of the compass on Google maps, while you're on safe mode, and check if it will make any difference

Re: 5 IV compass issue, 90-120 degrees off and won't calibrate beyond low in Google maps

Pernas — Wed, 06 Sep 2023 05:11:23 GMT

Thanks, unfortunately no compass test in the support app. Tried safe mode too without any difference.

To be honest, I read in advance that others were experiencing compass issues with the 5 IV even as we speak but since I was lucky with a really good price I decided to give it a try anyway. The compass in itself wasn’t a deal breaker.

However, some mentions that the compass test might have been removed from the support app just because of this and if that’s the case it’s ugly…tbc

Re: 5 IV compass issue, 90-120 degrees off and won't calibrate beyond low in Google maps

Anonymous — Thu, 07 Sep 2023 13:42:39 GMT

I didn't come across many complaints about the compass

But you can try the instructions here to resolve the issue if it's a bug with the software: https://www.sony.co.uk/electronics/support/mobile-phones-tablets-mobile-phones/xperia-5-iv-128gb/articles/00292437

Re: 5 IV compass issue, 90-120 degrees off and won't calibrate beyond low in Google maps

Pernas — Fri, 08 Sep 2023 08:45:20 GMT

Ok, already done this. Wouldn't have written here otherwise and from what I've read (and experienced) it's not easy to calibrate the compass from "low" to at least "medium" accuracy within Google maps with the 5 IV. Also, the "GPS Test" suggests a calibration for the compass and marks it as "Unreliable". Only on this phone(!). Magnetic field present >400uT - again only for this phone. If you Google it I'm not alone...no case attached either. Phones in the same room (or place outside) manages this perfectly.

If someone with a 5 IV could show me a screenshot of a working calibrated compass within Google maps I would happily accept that this could be a sample variation and not a wide spread issue.

Re: 5 IV compass issue, 90-120 degrees off and won't calibrate beyond low in Google maps

Pernas — Fri, 08 Sep 2023 09:40:31 GMT

Also, to further illustrate the issue with the 5 IV compass compared to an old Samsung Galaxy S5(!) with a picture;

(Both recently calibrated)

Re: 5 IV compass issue, 90-120 degrees off and won't calibrate beyond low in Google maps

Pernas — Sun, 10 Sep 2023 09:26:23 GMT

Hi again,

Below I've now provided new screenshots of this issue from another location compared to another phone (the SGS23) and the 5 IV to the right,

I would appreciate these (Phyphox app) screenshots from another users with the 5 IV

Anyone?

/Per

Re: 5 IV compass issue, 90-120 degrees off and won't calibrate beyond low in Google maps

Pernas — Wed, 13 Sep 2023 07:45:03 GMT

I'm amazed while pursuing this issue via different channels that I can't get a straight response on what to do. Either my device is a lemon and can easily be fixed or replaced or it's a (known) fault which is due to a mistake in this model. If the latter I guess I won't get any confirmation nor denial per se. Apart from that at least one other user should be able to confirm the compass function on their device so I can move on in the right direction.

Re: 5 IV compass issue, 90-120 degrees off and won't calibrate beyond low in Google maps

Piscie — Wed, 13 Sep 2023 15:03:03 GMT

Hello @Pernas have you tried a third party compass app to compare the performance? Also, have you tried a software repair via the Xperia Companion app?

Re: 5 IV compass issue, 90-120 degrees off and won't calibrate beyond low in Google maps

Pernas — Wed, 13 Sep 2023 15:35:26 GMT

Yes, apart from Google maps I've tried GPS Test (chartcross), GPStest and phyphox and they all show the same behaviour.

(Some of them have screenshots of the results earlier in this thread.)

All these apps behave well on other phones at the same location (s). Regarding the software repair I'm not yet ready to try another full reset procedure since I just recently did a full factory reset to no avail.

Re: 5 IV compass issue, 90-120 degrees off and won't calibrate beyond low in Google maps

jumpsuit — Wed, 13 Sep 2023 16:15:29 GMT

Have you actually tried contacting Sony Support about this?

If you've already tried a full reset and aren't prepared to try a software repair then your only option is to contact Support who would probably ask you to attempt either or both of the aforementioned anyway.

You can't force other Xpeira 5 IV compass users to post in your thread here so contacting Support is your best option 😉.

Re: 5 IV compass issue, 90-120 degrees off and won't calibrate beyond low in Google maps

Pernas — Wed, 13 Sep 2023 16:45:48 GMT

Yes since a few hours ago I have a case open with the Sony support which I initially didn't find my way to. In Sweden they sometimes just try to take it back to the store where they send it to a service center which probably won't find any fault and then charges you. This is I why I really hoped for someone kind enough to confirm or deny this issue since a quick googling reveals other with the same issue. I'm not forcing anyone 😀

Regarding the software repair, I'll deal with if needed to. Not very fond of that as a starting point though.

Re: 5 IV compass issue, 90-120 degrees off and won't calibrate beyond low in Google maps

jumpsuit — Thu, 14 Sep 2023 11:06:44 GMT

Let us know what Support says

Re: 5 IV compass issue, 90-120 degrees off and won't calibrate beyond low in Google maps

Pernas — Sat, 16 Sep 2023 18:25:20 GMT

Ok, Sony Support finally wanted me to perform a software repair - which I did eventually - and the fault remained after that. Kind of expected that.

On the positive side is that I (finally) got a confirmation from another 5 IV user in Sweden which had the same experience with his compass and he hoped for every new f/w update that the compass would get fixed...
(Don't think that will happen)

I can see now that my suspicions regarding this case were right from the beginning and after being involved in similar support for many years with different products only (B2B) I know that admitting a fault is not going happen.

Especially now with the stronger consumer laws where the manufacturer must prove the fault wasn't there to start with for quite a long period nowadays.

Let's hope something good can come from this

Re: 5 IV compass issue, 90-120 degrees off and won't calibrate beyond low in Google maps

Piscie — Mon, 18 Sep 2023 16:37:26 GMT

Hey @Pernas, hopefully the software repair will fix this. Let us know how it goes.

Re: 5 IV compass issue, 90-120 degrees off and won't calibrate beyond low in Google maps

Pernas — Mon, 18 Sep 2023 17:01:50 GMT

The software repair didn't fix it and Sony support couldn't really help me with anything further.

They admitted to not have contacted their internal back-support prior to giving me the advice of a full device reset and subsequent software repair.

Anyway, todays contact with the dealer revealed that they could have helped me sending the device to their service center and also offered to pay for the first investigation in case they didn't find any fault.

However, being within the 14 day return-window so to speak I decided to return the device as I didn't want to risk a never-ending service loop regarding something which can't be fixed in reality. Especially since I got confirmation from other users of the same device that the compass isn't good. End of story.

Just as a note, the compass in an old Galaxy S5 worked perfect even today compared to the badly behaving 5 IV...

End of story...

Re: 5 IV compass issue, 90-120 degrees off and won't calibrate beyond low in Google maps

Pernas — Fri, 22 Sep 2023 09:00:15 GMT

After my somehow unwanted return of the 5 IV I also tried a 1 IV and that compass works like a charm so I had to purchase a 1 IV from another source. Bare in mind that I've also tried other 5 IV's but they worked as bad as mine...

Anyway, with that said it's a shame that apparently known faults has to be kept secret this way instead of being rewarded...

End of story (pt.2)

Re: 5 IV compass issue, 90-120 degrees off and won't calibrate beyond low in Google maps

HannahEd01 — Fri, 22 Sep 2023 14:39:38 GMT

Hey Pernas, thank you for the feedback, in my opinion, all users should report the fault to Sony and require an investigation, as from what you said it doesn't seem to be an issue with a specific device, but a model line.

I'll also report this to Sony directly.

Thanks again.

Re: 5 IV compass issue, 90-120 degrees off and won't calibrate beyond low in Google maps

Aquarius — Wed, 27 Sep 2023 19:31:37 GMT

Same problem here: the built-in magnetometer ak0991x from manufacturer AKM can not be calibrated at all!

I see only three options before we should use legal means:

1) SONY promptly publishes a software fix

2) SONY reimburses an appropriate percentage of the purchase price

3) SONY offers a free exchange to the new Xperia 5 V (which would also solve the ridiculous overheating problems of the Snapdragon 8 Gen 1 processor!)

If someone asks me today what smartphone I am using I can only answer: It's a very handy phone BUT I can not recommend it to you because... (listing all the epic fails of the Xperia 5 IV and it's price tag)!!!

Re: 5 IV compass issue, 90-120 degrees off and won't calibrate beyond low in Google maps

Pernas — Wed, 27 Sep 2023 19:43:35 GMT

Interesting, any idea which magnetometer they picked for the 1 IV since it works so much better?