topic Re: Xperia XZ Rebooting automatically in XZ Series

Xperia XZ Rebooting automatically

Pencil_ — Thu, 30 Mar 2017 08:53:31 GMT

I have an issue about rebooting automatically. Even if while not using phone, my xperia xz reboots him. Also, i tried to repair my phone via companion and hardformat too. My problem continues. Moreover, I gave the phone to service 2 times and they said there was no problem (or they wasn't able to find it). The problem still continues although i sent it repair 2 times :(. Help me for fixing this problem please.

Thank You

Re: Xperia XZ Rebooting automatically

Jonas — Thu, 30 Mar 2017 09:14:01 GMT

Hi @Pencil_, welcome to our community!

I'm so sorry to hear about your phone.

How often do these restart occur, is a few times per day or once a week?

Since the service centre didn't find any faults with the phone and you have performed a software repair, I'd recommend that you remove your SIM and/or SD card(s) from your phone and see if these restarts still occur since a defect SIM and or SD card can cause the phone to restart.

I would also like to know if you restored a backup immediately after you performed the software repair and when you got the phone back from service or did you try using the phone for a while without restoring a backup?

If you did and the phone still restarts after removing the SIM and/or SD cards, try performing a new software repair using Xperia Companion. You can create a new backup before starting with the repair, but don't restore it or install any applications in the phone after the repair has been finished > use the phone as you would normally do and check if it continues to restart.

Let me know if that helps!

Re: Xperia XZ Rebooting automatically

Pencil_ — Thu, 30 Mar 2017 09:24:58 GMT

Although i treid all the software solutions you mentioned above my phone restarts a few times per day. Sometimes phone restarts 7 or 8 time in a day. However, I won't tried SIM card removal for solution. Thus, i will try it and observe it whether restarting continues or not. I will reply this topic if the restarts occurs altough SIM removed. If the restarts don't occur in a week, i will accept it as a solution. Thank you.

Re: Xperia XZ Rebooting automatically

Jonas — Fri, 31 Mar 2017 12:43:49 GMT

Hi again!

That sounds like a great idea!

I really hope that everything will work out for you so you can enjoy your phone without it restarting!

Re: Xperia XZ Rebooting automatically

Pencil_ — Fri, 31 Mar 2017 17:00:34 GMT

Hello,

This the 2nd day of my observation and for this day i observed two times my Xperia XZ restart him

My problem still continues. I think the problem is about hardware problem. In addition, although i tried all of these you mentioned above, it still continues. Help me please

Re: Xperia XZ Rebooting automatically

fetch93 — Fri, 31 Mar 2017 17:24:36 GMT

I have the same problem but my phone restart once a week. Also i notice that Xperia Home was restart and the phone was luggy for 10 sec. another bug was that blutooth activated itself.

Hope Android 7.1.1 is coming sooooon

Re: Xperia XZ Rebooting automatically

Pencil_ — Sun, 02 Apr 2017 18:54:23 GMT

As you can see in the video, my phone restarts automatically. not only watching video or stream but also it restarts him anytime while doing or not doing anything. I will go 3rd time to service and will want it to change due to my warranty. That's the proof:

https://drive.google.com/file/d/0B0MNoz3JMp_Rc0xkUU4zSmM0SVE/view?usp=sharing

Re: Xperia XZ Rebooting automatically

Jonas — Mon, 03 Apr 2017 11:43:17 GMT

Hi @Pencil_,

I'm so sorry to hear about that.

I wish I could help you any further, but since you have done everything I can recommend you doing I'm afraid that the phone has to be sent to service again.

Be as precise as you can in the error description since this is the only thing the technician can go on when examining your phone.

Keep me posted!

@fetch93, sorry to hear about your phone.

Are you doing anything specific in your phone when these restarts occur? Such as using a specific application or service? If you are, check if the application is updated to the latest version, if it is try uninstalling it and use the phone as normal for a week and see if you experience the same behaviour.

You can also restart your phone in safe mode and see if the same restarts occur here as well. I understand that having the phone in safe mode for over a week isn't ideal.

Let me know how it goes!

Re: Xperia XZ Rebooting automatically

fetch93 — Mon, 03 Apr 2017 13:26:57 GMT

i can't exactly say which app was in the background. I just know that the phone was in standby and then it restarts. But this is like I say once a week or two. I have only apps on my phone from playstore and always on the latest version.

And I found a bug. sometimes also once a week or two Bluetooth starts itself.

Re: Xperia XZ Rebooting automatically

fetch93 — Mon, 03 Apr 2017 13:27:57 GMT

Did you know when android 7.1.1 or 7.1.2 comes to the xz?

Re: Xperia XZ Rebooting automatically

Jonas — Wed, 05 Apr 2017 10:57:29 GMT

Thanks for the update!

What I can recommend is that you try the phone in safe mode so we can see if any of your downloaded applications is the cause of this.

I understand this isn't ideal since you may have to use your third party applications for example, your work or similar, it is however my best recommendation. While in safe mode, see if you experience the same behaviour with Bluetooth turning on by itself.

Regarding Android 7.1.1 and a release date, I'm afraid I have no information about this.

Keep me posted!

Re: Xperia XZ Rebooting automatically

qzzy — Thu, 06 Apr 2017 16:01:14 GMT

Hello,

Im having the same issue here. Without any reason, phone is just rebooting. In diagnstics, i can see system incident. Beside that, i dont have any sim/sdcard inside and its just brand new. I tried with companion and it still reboots. Is this some kind of bug on hw or sw level? From what i can see, not everybody is having this issue? And another thing to add is that phone is android 7.0 nougat.

Is there any discussion or Root Cause Analysis for this kind of issue? Would you give more feedback?

Thanks in advance

Kind regards

Ozan

Re: Xperia XZ Rebooting automatically

fetch93 — Thu, 06 Apr 2017 16:38:05 GMT

I think its only a bug from the software. I hope it will be fixed in 7.1.2

Re: Xperia XZ Rebooting automatically

qzzy — Thu, 06 Apr 2017 17:15:20 GMT

Is there any way to confirm this? Its so irritating that it happened right after i bought it. And i dont want to wait for service and etc cause i will be abroad. Therefore i need some kind of workaround or temporary fix.

Re: Xperia XZ Rebooting automatically

Pencil_ — Fri, 07 Apr 2017 07:20:55 GMT

After 3rd service, they were not able to find anything about hardware. I think like fetch93 too. Because after nouget update, this problem will start. I will try to downgrade the phone to lolipop and start waiting new upgrade on Xperia XZ. I would like to say that it is obvious that Sony Xperia XZ Nouget upgrade crashing phone and cause it restart automatically. If you are considering feedbacks in this forum, you have to release a new update to fix that restart automatically problem.

Thank you for your attention.

Re: Xperia XZ Rebooting automatically

Jonas — Mon, 10 Apr 2017 13:22:38 GMT

Hello everyone!

I'm sorry for the late reply, I have been out of office due to being sick.

@qzzy, sorry to hear about your phone.

Was it a software repair using Xperia Companion that you tried and that didn't solve the rebooting of your phone? If that is correct, did you restore a backup or installed any new applications directly after performing the software repair or did you just start up the phone as normal and went through the start up guide again and the phone started to reboot?

If you restored a backup, try performing the repair again > do not restore a backup or install any new applications and see if you still are experiencing this behaviour.

@fetch93, I checked with some of my colleagues that are using the Xperia XZ and they had not experienced the same behaviour. If you haven't tried safe mode that is still my recommendation.

@Pencil_, Have you tried contacting your Local support team regarding consumer laws and so forth in your market since the phone has been to service 3 times and they haven't be able to repair the phone? If you haven't I'd recommend that you get in touch with them so they can inform you on how to proceed with this.

I'm sorry for the inconveniences this may cause for all of you and keep me posted!

Re: Xperia XZ Rebooting automatically

Pencil_ — Mon, 10 Apr 2017 13:29:45 GMT

I contacted my local service and they told me while giving the phone to the service, call us and we would talk them. I don't know the details but I think my local service will be able to solve my problem. Today, I will get my phone from service and for the 5th time while giving it (if it happens) I will call my local service in order them to talk the service that I will give my phone. I want to stay positive :). Thank you for your attention. @Jonas

Re: Xperia XZ Rebooting automatically

Raymond90 — Mon, 10 Apr 2017 14:22:00 GMT

Hi, I just want to say i have the exact same problem as mentioned above, my phone (xperia XZ) just randomly reboots, the screen freezes and it reboots. I'm very sure it has nothing to do with my simcard because i dont have to re-enter my pin. When i wanted to send it for repair they said it would be very unlikely they will find anything. I can't afford to be without a phone for several weeks and have it returned to me still having the same issues. I bought this phone in January but I'm having issues since the day i bought it. So it can hardly be an app i installed. I was hoping it was a software issue that would be resolved with a new android update, but now i'm not very sure it will be. When I look at diagnostics it says 40 issues in the past 10 days. What can i do about this....

Re: Xperia XZ Rebooting automatically

qzzy — Mon, 10 Apr 2017 16:02:04 GMT

Hi Jonas,

It was a software repair. Afterwards, I started the phone normally. And then I did factory reset. And rebooted the phone manuallly. No SIM card or SD card was installed. And I didnt install any application. I didnt restore a backup or anything like this. I havent sent the phone to service yet but, what may help to pinpoint the issue @Jonas? As you can see, nothing is installed or inserted.

Kind Regards

Ozan

Re: Xperia XZ Rebooting automatically

Jonas — Wed, 12 Apr 2017 12:28:56 GMT

Hello again everyone!

@Pencil_, Thanks for staying positive.:)

I understand that its not fun to have send your phone in for repairs, especially a fifth time.

I hope that everything will work out after the latest repair so you can enjoy the phone without it restarting.

@Raymond90, sorry to hear about that.

How often do these restarts occur and are you using a specific application or service in the phone when it restarts?

A faulty or defect SIM card can cause the phone to restart since when you remove the SIM card or the phone loses contact with it the phone will restart (you will see a message on the screen saying that the SIM card has been removed and the phone will restart). Can you remember if you have seen this message on your screen when the phone has restarted itself?

In addition you can reboot your phone in safe mode and see if you still experience the same behaviour, just so we can make sure that a third party application isn't the cause of this.

@qzzy, Thanks for the information. In your case I'd recommend having your phone examined by a trained technician since the phone continues to restart without any apps / restored data and no SIM and SD cards are inserted in the phone.

To have your phone sent in to an authorized service centre, get in touch with your Local support team and they will arrange a repair for you and answer any questions that you may have regarding local service routines, warranty and so forth.

It's important that you are very specific on how this behaviour occurs in your phone. Try and describe in the best possible way so the technician that will examine your phone has as much information as possible!

I'm sorry that all of you are experiencing this behaviour and keep me posted!