topic Re: Loss of BT and Wi-Fi in C Series

Loss of BT and Wi-Fi

nnmka — Wed, 16 Nov 2016 08:36:54 GMT

Hi! After updating to 6.0, this phone has turned into a nightmare! I can not use the Sony Xperia C5 Ultra Dual with Sony SmartWatch 3. When the Bluetootn you Wi-Fi hours in sleep mode all the time lose the connection with your phone. I turn on the phone and see what you Bluetootn Wi-Fi reconnect. On Android 5.1 was not a problem. Recovery through Xperia Companion does not help. Watches are now forced to lie on a shelf and not be used. Firmware: 29.2.B.0.129 (E5533). What to do?
The sister of the same phone. I checked on Android 6.0.

Checked clock Xperia Z3 and everything works fine, but do not work on the C5 Ultra Dual with Android 6.0
problem in a future firmware Will corrected? Or do I change the phone?

I tried to solve the problem as follows:

http://talk.sonymobile.com/t5/Xperia-C5-Ultra/Marshmallow-issues/m-p/1171171#M1902

But it did not help.

If you do not include Bluetooth, the Wi-Fi works well, but without Bluetooth can not use the Sony SmartWatch 3 and sync them with your phone.

Sorry for my english, I'm using Google Translate

Re: Loss of BT and Wi-Fi

Jonas — Wed, 16 Nov 2016 10:20:36 GMT

Hi @nnmka, I'm sorry to hear about this.

I just want to make sure that I understand you correctly. Do you mean that you can't use Bluetooth and WiFi at the same time or that the connection with Bluetooth and WiFi drops while the phone is in standby mode?

Are you using a 2.4 GHz WiFi network or a 5 GHz WiFi network? Bluetooth and 2.4 GHz WiFi networks use the same frequency bands. Does your router support 5 GHz network? If it does could you please try and setup a 5 GHz network and see if you experience the same behaviour?

I would recommend rebooting your phone in safe mode to see if a third party application is the cause.

If you have another Bluetooth accessory available could you please try and see if the same thing happens or if it only happens with your Smartwatch 3?

Let me know how it went!

Re: Loss of BT and Wi-Fi

Shreyas1 — Wed, 16 Nov 2016 13:59:18 GMT

Facing same issue after upgrade to 6.0. I don't think I faced it right after the upgrade, rather I started facing it offlate.

1. First BT started behaving strange. Before upgrade I used to pair phone with Asus Zenwatch2 and car Bluetooth and it used to work fine. Now it still works with the watch but with car, I am facing issues. It shows paired but as soon as I make a call, the pairing drops. Haven't tried connection with only car without the watch. But earlier it used to work.

2. This is a nightmare. The WiFi stopped working since last week. If you try switching it on, it slides back on its own. I reboot the phone in safe mode, there also it doesn't start smooth. In safe mode also it keeps sliding back but a little slow in switching off. So if I quickly tap on WiFi network while it's there momentarily, it connects. Then if I reboot in normal mode, it works. But the problem resurfaces if I switch off WiFi to save power.

It might be related to some updated app but how do I find out the culprit. Please help, I am losing my patience.

Re: Loss of BT and Wi-Fi

Shreyas1 — Wed, 16 Nov 2016 14:01:36 GMT

Forgot to mention, I own Xperia C5 ultra

Re: Loss of BT and Wi-Fi

Jonas — Wed, 16 Nov 2016 14:44:09 GMT

Hi @Shreyas1 I'm sorry to hear about that :(.

Since it works perfectly from what I understand with your watch there might be compability that is the cause for this behaviour when you have your phone connected to your car. Could you please try and unpair the watch with the phone and only have the car as a paired device?

I'd also recommend that you reboot your phone in safe mode to see if it works better with the car when for example making a call.

How long would you say WiFi stays active before the slider goes back to off both in normal mode and safe mode? Is it 2-3 seconds in normal mode and 10-15 seconds in safe mode?

When the phone has been rebooted in safe mode and you reboot it back to normal mode, does the slider go back to off at the same speed as it did in safe mode or does it stay on for a longer period of time?

Please keep me updated and I will do my best to assist you!

Re: Loss of BT and Wi-Fi

Shreyas1 — Thu, 17 Nov 2016 13:14:33 GMT

It used to work well before the upgrade with both watch and car, so incompatibility is ruled out. Will try using with car in safe mode. However this is not a big issue. Bigger issue is WiFi.

Normal mode - slider goes back in fraction of a second.
Safe mode - it sometimes takes 3-5 seconds and at other times stays in on position. But at other times goes back under a second. So no consistent behavior. It's just that if I try a few times, once I will get enough time for selecting the network.

Once I am connected to WiFi in safe mode, rebooting normally doesn't switch it off. So after connecting to network if I reboot in normal mode, then the WiFi works.

Re: Loss of BT and Wi-Fi

Jonas — Thu, 17 Nov 2016 14:15:37 GMT

Thanks for the update.

This sounds more like a hardware error rather than a software error.

To rule out that it's a software error I would recommend performing a software repair using Xperia Companion.

When you perform a software repair all data stored in the internal storage will be deleted so I recommend that you backup any data that you want to save using Xperia Companion.

If you experience the same behaviour after performing the software repair I'd recommend getting in contact with your Local support and they will be able to assist you with getting the device sent in to a authorized service centre. I'm sorry for any inconvenience this may cause.

Let me know how it works after the software repair!

Re: Loss of BT and Wi-Fi

Shreyas1 — Fri, 18 Nov 2016 11:39:41 GMT

Software repair worked. Thanks for the help. Although need to install android wear to test BT dual connectivity.

Re: Loss of BT and Wi-Fi

Jonas — Fri, 18 Nov 2016 12:02:17 GMT

Thanks for getting back to me.

I'm happy to hear that!

Let me know how it goes with the Bluetooth test and I will do my best to assist you.

Have a great weekend!

Re: Loss of BT and Wi-Fi

Shreyas1 — Sun, 20 Nov 2016 06:20:26 GMT

Back to share some findings. My problem is back. But I am 100% sure and have verified it multiple times that the culprit is Android Wear. The problem starts with install itself, I don't even need to connect my watch. But as soon as I uninstall it, WiFi starts working. I have left a review on play store as well. Let's hope they fix it asap.

Re: Loss of BT and Wi-Fi

Markus2 — Sun, 20 Nov 2016 14:19:36 GMT

Hi folks,

I am having actually the same issue, Bluetooth is disconnecting, connecting, disconnecting,...
It happens 2 times every 3-5 minutes.

I also tried the software repair, removed the SD card and followed the instruction step by step - after the repair I got the same dropping BT as before 😖

The update is a bummer, I am really disappointed.

Looking forward to the next update/fix.

BR, Markus

Re: Loss of BT and Wi-Fi

Markus2 — Sun, 20 Nov 2016 14:40:54 GMT

...Also in Safe Mode!

Re: Loss of BT and Wi-Fi

Shreyas1 — Sun, 20 Nov 2016 15:33:03 GMT

@Markus2 by any chance do you have Android Wear? If yes, try uninstalling it and reboot. My problem got resolved with that.

Re: Loss of BT and Wi-Fi

Markus2 — Sun, 20 Nov 2016 17:31:07 GMT

Shreyas1,

Thanks for your reply.

Unfortuantly I don't have a smart watch or the app.

BR, Markus

Re: Loss of BT and Wi-Fi

Jonas — Mon, 21 Nov 2016 11:16:02 GMT

@Shreyas1 Thanks a lot for sharing your findings!

If you want you can send them an email as well with your findings.

I'm afraid I wont be able to help you with the Android Wear application but I hope this will be fixed as soon as possible.

@Markus2, Sorry to hear that.

Have you tried with different Bluetooth accessories? If you have done that and you experience the same behaviour I would recommend that you contact your Local support and they will be able to assist you with getting your device sent in to a authorized service centre.

Let me know if there is anything else I can assist you with!

Re: Loss of BT and Wi-Fi

Markus2 — Tue, 22 Nov 2016 10:41:00 GMT

Jonas,

thanks for your reply.

I have tried it with two other BT-Headset - same behaviour.

The local support in Germany does not support this phone (C5 Ultra Dual)

also other countries were not helpfull when I called and explained my issue.

Looks that I am trapped 😞

Markus

Re: Loss of BT and Wi-Fi

Jonas — Tue, 22 Nov 2016 11:54:30 GMT

@Markus2 For an authorized service centre to be able to repair your phone, the phone has to be launched in that specific market.

I work globally so I'm afraid I wont be able to assist you with market specific inquiries.

I would recommend that you get in contact with the Local support in the country where the phone was bought from and they will be able to assist you.

I'm sorry our Local support in Germany were unable to assist you.

Let me know if there is anything else I can assist you with!

Re: Loss of BT and Wi-Fi

Markus2 — Tue, 22 Nov 2016 13:41:19 GMT

Jonas,

Thanks for your effort and your time.

I think it is best to get back to the previous software release.

Could you please be so kind and provide me with a solution?

Thanks, Markus

Re: Loss of BT and Wi-Fi

Jonas — Tue, 22 Nov 2016 14:11:54 GMT

I'm afraid I won't be able to assist you with how to downgrade to a previous software since we don't provide support for this.

Re: Loss of BT and Wi-Fi

Markus2 — Tue, 22 Nov 2016 16:08:01 GMT

Jonas,

I totally understand your point of view
hope Sony understands that I am slightly disappointed!

BR,
Markus