topic My Device keep on Shutdown by itself! in XA Series

My Device keep on Shutdown by itself!

Leonnard — Thu, 17 May 2018 06:38:45 GMT

What's the matter with my device? it kept on shutting down by itself like suddenly. Always though, and it's stressing me out. When you having fun watching youtube then suddenly shutdown. Thats not good tho. help me guys

Re: My Device keep on Shutdown by itself!

Jonas — Thu, 17 May 2018 11:13:20 GMT

Hi @Leonnard, sorry to hear about this.

When this behaviour occurs, are you able to power on the device directly again or does it just restart itself and you have to enter the screen lock code to unlock the device and then you can use it again?

Is it only when you are watching YouTube that the device turns/restarts itself?

Just to make sure that no downloaded application is the cause of this, try restarting your device in safe mode and see if there is any change, as downloaded applications are temporarily disabled in this mode.

You can also temporarily remove your SIM and/or SD card(s) from the device as a faulty card can cause the device to restart.

Let me know how it goes!

Re: My Device keep on Shutdown by itself!

Leonnard — Fri, 18 May 2018 16:40:57 GMT

It's not just Youtube. literally it happen everytime. For your information, i have done factory reset for twice and it still occurs. and it happen in safe mode too.

Thanks For REPLY!

Re: My Device keep on Shutdown by itself!

NunoSEN2 — Sun, 20 May 2018 19:25:47 GMT

@Leonnard;

Well, in that case the only thing left for you to discard a software issue is make a software repair with Xperia Companion.

Re: My Device keep on Shutdown by itself!

Leonnard — Wed, 23 May 2018 08:40:03 GMT

OK, you wanna the worst part is? I've sent my phone to sony service center and I've just received it. Guess what, it happen again.

Re: My Device keep on Shutdown by itself!

najodleglejszy — Wed, 23 May 2018 08:46:49 GMT

@Leonnard have you tried doing what @Jonas said and using the device without SIM for a while? removing or inserting SIM card makes the phone reboot, so if there's something going on with the SIM card or the tray, it could be the reason behind the issue.

Re: My Device keep on Shutdown by itself!

Leonnard — Wed, 23 May 2018 09:56:46 GMT

I've tried it. And it's useless.

Re: My Device keep on Shutdown by itself!

Jonas — Thu, 24 May 2018 12:22:21 GMT

Hi again @Leonnard and I'm sorry to hear that the restarts continue even after the device was returned from service.

Can you see in the service papers what they did with the device at the authorized service centre? For example, if they changed any parts?

When you received the device back from the service centre, did you restore a backup or installed new applications? If you did, try performing the software repair using Xperia Companion and do not restore the backup directly and see how it behaves and if the device still restarts on it's own.

Keep us posted!

Re: My Device keep on Shutdown by itself!

HRJ86 — Wed, 07 Nov 2018 03:32:50 GMT

Mine has been doing the same exact thing and I've actually factory reset the phone to original settings and reinstalled certain apps to see if it's happening with anything in particular or not but it's still doing so. Basically it just shuts off and you have to hard restart the phone wait at least 30 seconds for it to fully boot then input my pattern password. I'm kind of curious about if this is a new issue that's on the rise or if there's something that can remedy this problem?

Re: My Device keep on Shutdown by itself!

AlexandruRai — Wed, 07 Nov 2018 07:25:12 GMT

It happened to me too. I come from XA dual and XA1 dual and both accepted the sim cards. This model XA2 ultra dual H4213 I own now it have some issues with 4G signal and sometimes the signal stops (on both I have 4g) and the after few moments it comes back and also restarting. But I did an upgrade and then a PcCompanion repair and after that restaring is much less than before but sometimes the 4g and bluetooth signals are still freezing (or not detecting the device in bluetooth case). Also the fingerprint will not work it the shutting down of the screen is made by a third party app not by power button. These are software issues and must be changed. I repeat myself, my sim cards are new and tested/used by other Xperia devices with much better connectivity and 4g. The software for this device is not quite balanced. Please send this to Sony engineers.

Thank you in advance!

Alex

Re: My Device keep on Shutdown by itself!

Paulchen5668 — Sat, 08 Dec 2018 14:07:36 GMT

I just bought a XA2 on 11/25/2018 at Taipei and left for working in Bangkok. Identical shutdown problem as stated happened to my XA2. After communicated with service center at Taipei, I have to send back to them for checking from Bangkok.. I just sent back by courier on 12/07/2018 to my brother in Taipei and ask for his help to send to Sony's service center. Will advise what happen later. What a bad luck to have such problem on a newly bought Xperia. Sony have to look into this problem, Why many users have had this problem? it's very possible a hardware problem. I have done 2 times factory reset and 3 times software rebuild by Xperia Companion but problem remains.

Re: My Device keep on Shutdown by itself!

b0ney — Sat, 08 Dec 2018 16:06:32 GMT

my phone too and send it back 3 times to the store where i buy it and send it back to sony repair center here in taiwan but its still keep on shutting down it really me off

Re: My Device keep on Shutdown by itself!

Jonas — Thu, 13 Dec 2018 13:17:24 GMT

Hi @Paulchen5668, very sorry to hear about this.

Keep us posted on how it goes!

@b0ney, sorry to hear that you are experiencing the same behaviour.

Regarding the previous services on the device, has there been any change of parts in the device, or have they not been able to find the fault? I don't know about the service routines and the consumer laws in your market and if the device can be replaced a certain amount of repairs or not, but you can always check with the Local support team, who are very well informed about this.

Troubleshooting that the device is shutting down is not that easy and it depends on how often it shuts down. For example, if the device shuts down once every other week, compared to it shutting down 10 times per day.

Let me know how it works after you get it back the next time and check with your Local support team regarding the consumer laws!

Re: My Device keep on Shutdown by itself!

Paulchen5668 — Thu, 13 Dec 2018 15:49:46 GMT

Owing that I found the shutdown problem at the next day I bought, at that day I has left for Bangkok and the device kept shutdown itself very frequently (10 times a day), I spent almost one week trying to trobleshooting and solve the problem but all failed. I am very sure it's a hardware problem from my engineering backgrond and have been working more than 30 years in the electronic relative field. So I tried to contact the service center in Bangkok (they suggested me to contact Taiwan as the do not sell XA2 here) and the service center in Taipei. Taipei center had given me some possible solutions but all failed to solve after tried. So I asked if I could send back to them by door to door courier directly for checking but was refused. So I had to send it back to my brother in Taipei for re-sending to them. My brother has received it and will help me to send when he had time. I believe it will be sent soon but not sure when. When I bought it, the store said they will replace a new one within 7 days if there is a problem. But the deadline is passed in my case. I am not sure what is the policy from Sony. Anyway, I look forward to receivibg a non-defective mobile no matter they fix or replace. I have been a very lowyer customer of brand Sony since long. Have bought many TV, AV systems, Camera, vodeo camera etc. I still have confidence in her quality. Hope it won't disappoint me this time also. Anyway, I will post again later when there is a result. I just wonder why Sony has not solve this problem from the production line. This item has been sold in the market for a period and quite a few user reported the same problem?

Re: My Device keep on Shutdown by itself!

Jonas — Tue, 18 Dec 2018 10:14:51 GMT

Hi again @Paulchen5668!

Regarding the policies, these may vary between regions/markets and since I work globally, I don't have the market specific rules/policies for all the countries, but the Local support team knows about this and will be able to provide more information. In your case it does sound like it was something that the store offered and is not connected to a policy given by Sony.

I really do hope that the device will be repaired or replaced because having a device that shuts down by itself can't be very fun.

Keep me posted!

Re: My Device keep on Shutdown by itself!

Paulchen5668 — Wed, 26 Dec 2018 03:28:22 GMT

new bought XA2 keeps shuting down and can't be solved by Xperia Companion or factory reset. Sent back to Sony Service Center and just got the unit repaired. Sony fixed the problem by replaceing a new main board as I found the IMEI number changed. So the shutting down was a hardware problem as I supposed.

Re: My Device keep on Shutdown by itself!

Paulchen5668 — Wed, 26 Dec 2018 03:30:40 GMT

Just got back from Sony Service Center a, Sony fixed the problem by replaceing a new main board as I found the IMEI number changed. So the shutting down was a hardware problem as I supposed. No longer shutting down by itself.

Re: My Device keep on Shutdown by itself!

HRJ86 — Thu, 27 Dec 2018 22:54:29 GMT

Now from what I've read from numerous sources on different threads in regard to this, one individual said that it could possibly be SIM card issue which I have purchased a brand new nano SIM card replaced it with the current one and it's still doing the same exact problem. Another individual had stated that it could possibly be a software issue as he had screenshot some information in regards to this but I couldn't figure out exactly where he received this information from. and now this individual who just posted earlier saying that they had to send off their device because it is now a hardware issue. so basically like everybody else on here is wanting to know is what is the exact cause to this since there's multiple speculations running amok and no real determination on why exactly this is happening more why has Sony addressed this issue to all individuals owning this phone that either still have warranty under this phone?

Re: My Device keep on Shutdown by itself!

CNCGURU — Sun, 30 Dec 2018 01:19:21 GMT

Just bought mine 2 days ago, here in US. This problem started yesterday and has gotten progressively worse. This is ridiculous. Got stuck in a restart loop earlier, I pulled Sim card. Finally after holding power button in for some time it stopped. Reinserted Sim and it worked for a while. Took Sim out, to test if it was Sim related and it still powered down randomly. I'm returning this pile of garbage to best buy tomorrow.

Re: My Device keep on Shutdown by itself!

HRJ86 — Sun, 30 Dec 2018 03:59:40 GMT

As like I've said before and everybody else can agree with this, I'm surprised Sony has not addressed this particular issue and taken appropriate actions in trying to remedy the problem. So far there's only been three possible explanations as to why the phone would be randomly shutting off or crashing. Now I myself am trying something different and I just recently swapped out my SD card with a different one to see if that has anything to do with it. It may be unrelated or not but it's worth a shot; but as I had said there are three possible scenarios in which is causing this issue. One could be the SIM card inside the phone, the second would be a software glitch or issue, and the third could possibly be hardware. Now I've already contacted Sony about this and they gave me a whole laundry list of possible solutions to how to correct this but I want to speak to someone directly, or on here, if they're reading this to contact them directly about getting this resolved. If by some chance hopefully when Android 9.0 comes out in the next month or two as this was originally established not too long ago maybe that might correct the issue, but you never know!