topic Re: Xperia Z5 problem in XPERIA archive

Xperia Z5 problem

bobbbell — Wed, 06 Jan 2016 15:28:50 GMT

Hi, I have just received my Z5 back from a so called repair from SBE under warranty. The phone is approximately 16 days old since purchase (21st December 2015). I do not want to lose a brand new phone again for the same problem but it is looking inevitable as the same problem I sent it in for is still present unless someone can advise me as to what I am doing wrong with it.

I sent it in for the battery getting hot whilst charging which is still does but only from 70% to around 90% which I suppose is acceptable. The second problem was it pairing with other devices in my home which is now ok.

The third and major problem was the camera which was blurry and now it is ok but when I switch it to take a video the set does not follow my hand movement and this was also reported to Sony under the warranty. Is this something that I am doing wrong and has anyone else had this same problem with the Z5. Can anyone advise me what I could do to fix this. I have all the latest updates on the phone according to Sony and as I said I don't want to lose this brand new phone again to these people for repair when they've already had it and sent it back as fixed.

Re: Xperia Z5 problem

Uliwooly — Wed, 06 Jan 2016 15:38:22 GMT

@Newonetoday

Just to clarify the only issue is: ???

@Newonetoday wrote:

... but when I switch it to take a video the set does not follow my hand movement and this was also reported to Sony under the warranty...

could you elaborate?

Re: Xperia Z5 problem

bobbbell — Wed, 06 Jan 2016 16:04:48 GMT

Hello Uliwooly, I shall try and explain the difference to you maybe then you'll understand a little better the problem I've had with the phone since getting it.

I also have a Z3 Compact which I use at work, now when I want to take a video at work and it is quite a big factory I pan across my problem, usually an electrical panel to highlight the problem, as I use the video my hand or arm moves around to take in what I'm looking at and then I stop the video and send it to my boss.

Now on the Z5 when I switch on the video it comes on and I start it to record but when I move the camera around the room it stays in the same place as when I started the video and it doesn't follow my hand or arm movement around the room.

Now I highlighted this to the repair centre along with the receipt for purchase on the 21st December yet they still send it back faulty and I don't want to lose it again for another week. Who want's to lose a brand new phone that they've paid a lot of money for.

Sorry for being so blunt but this problem is annoying me to a state of aggression towards Sony and their QC department and I am a huge Sony fan and have been for many years.

Re: Xperia Z5 problem

Uliwooly — Wed, 06 Jan 2016 16:10:47 GMT

@Newonetoday

Got it, that's terrible if you are using manual/superior auto mode, but try this

settings > apps > all > camera > clear data > restart the phone > check again

if that doesn't work then

Boot on >>> safe mode > check again

if that doesn't work then

repair the phone with PCC and report back

software repair

PC Companion (PCC)

Bridge (for Mac)

Alternatives on How to backup Xperias

http://talk.sonymobile.com/thread/36355

Re: Xperia Z5 problem

bobbbell — Wed, 06 Jan 2016 16:20:53 GMT

Tried your first option and no joy. Messgae comes up that camera is not operating and do I wish to close it or wait. I have closed it. Can you lead me on how to get into safe mode on the phone please for the second option.

Re: Xperia Z5 problem

bobbbell — Wed, 06 Jan 2016 16:23:04 GMT

Phone states that the App Version in use is 9.4.A.1.6

Re: Xperia Z5 problem

bobbbell — Wed, 06 Jan 2016 16:25:11 GMT

Sorry I got how to get into safe mode thanks

Re: Xperia Z5 problem

Uliwooly — Wed, 06 Jan 2016 16:33:28 GMT

@Newonetoday

Do you experience the same on safe mode?

Re: Xperia Z5 problem

bobbbell — Wed, 06 Jan 2016 16:41:44 GMT

I don't know how to try and shoot a video in safe mode as I can't find anything to open the video in safe mode to try it. If I try to use the video using Whatsapp it sticks as I said. If I open the video app it stays the same with no following of hand movement.

Re: Xperia Z5 problem

Uliwooly — Wed, 06 Jan 2016 16:56:39 GMT

@Newonetoday

I don't understand, use the camera app to record a video.

Re: Xperia Z5 problem

bobbbell — Wed, 06 Jan 2016 17:02:20 GMT

Message even in safe mode says " Camera is not responding"

Re: Xperia Z5 problem

bobbbell — Wed, 06 Jan 2016 17:37:07 GMT

PC Companion says there is nothing wrong with it either but there is they just don't know it yet.

Re: Xperia Z5 problem

Uliwooly — Thu, 07 Jan 2016 00:09:15 GMT

@Newonetoday

I don't understand this:

@Newonetoday wrote:

PC Companion says there is nothing wrong with it either but there is they just don't know it yet.

Re: Xperia Z5 problem

bobbbell — Thu, 07 Jan 2016 07:46:37 GMT

It seems to me that the camera which I take it is linked to the video camera is faulty. Whether it's a factory fault or a camera fault I do not know but I have written to Sony complaints to tell them about it and will wait to see what they say. Thank you for your time and assitance with this problem. I don't know if I'll be able to give you the reason for it or not as the last repair list says

Diagnosis performed : Resolved

Software update confirmed : Result Passed

Quality control performed : Result Passed

Live call performed : Result Passed

Parts replaced : Items Nil

Returned Accessories : Sim tray, Data Cable and Usb Charger

No doubt I will return it but I will call the helpline with this problem. It may be that I have done something wrong and that's why the video isn't working but if it is I will let you know what it was.

Re: Xperia Z5 problem

spwaw — Thu, 07 Jan 2016 12:24:56 GMT

Do you have genuine Z5 ??

Re: Xperia Z5 problem

Uliwooly — Thu, 07 Jan 2016 15:54:44 GMT

@Newonetoday

Just to be clear, did you repaired the phone with PCC?

Re: Xperia Z5 problem

bobbbell — Thu, 07 Jan 2016 15:56:55 GMT

Yes it is genuine Z5 unit.

Re: Xperia Z5 problem

bobbbell — Thu, 07 Jan 2016 15:59:33 GMT

No PC Companion didn't manage to fix anything at all. It is now on it's way back to SBE in Kent (Sony's repair centre) for further analysis. Am actually hoping to get a brand new replacement phone from Sony. And even more hopefully one that works properly.

Re: Xperia Z5 problem

Uliwooly — Thu, 07 Jan 2016 16:02:18 GMT

@Newonetoday

Keep us updated but your answers aren't as clear, did you repaired the phone with PCC, disregard the outcome, which means, you ran PCC > support zone > repair > downloaded the software > install it > the phone will reset

Re: Xperia Z5 problem

bobbbell — Thu, 07 Jan 2016 16:44:16 GMT

I did everything you said went into Safe Mode and still the camera remained frozen. I used PC companion and it download to my Sony Vaio laptop and installed the latest updates which I had already and it made not the slightest difference. The message onscreen still comes up say " Camera is not responding" Would you like to close it yes / no. I spoke to Customer Care / Help who talked me through the various settings that should be there and it still remained the same and he said it looks like a hardwire problem so they gave me another repair reference number and I have sent it back to SBE (Bad reports back on them in the SBE complaints forum online). May I just add to this that I am a very ardent Sony supporter with various pieces of their equipment still working in my home, TV Sony Bravia, Mini hifi, Bluray player BDP-S5200, Xperia Z3 compact for use at work, and this is the first piece of equipment I have had that has gone faulty. Maybe it was just bad luck and what gets me more than anything is that it was brand new on the 21st Dec 2015 and I have only used it for 2 days out of 17 now and this is it going back for the second time for a repair that I had listed as the main problem two weeks ago now. I am more disgusted by the way Sony handle things as the manufacturer of the item than I am with anyone. They use a company (SBE) who, irrespective of negative comments seem to have no link up with Sony to keep customers in the picture as to what is going on with the warranty / repair that they have sent in to them. That is very poor practice from an International company such as Sony.