topic Re: Xperia Z5 Auto Farctory Reset itself in XPERIA archive

Xperia Z5 Auto Farctory Reset itself

tncalucard — Fri, 29 Jan 2016 10:12:01 GMT

Hi,

I have a Z5 for about 2 weeks and it has been doing factory resets on its own about 5 times.

The worst part is that it delete the content of my SD card also.

I already done what was recomended on both links bellow and tThat didn't solve it:

/t5/Xperia-Z5-Z5-Compact-Z5-Premium/Z5-compact-rebooting-itself/td-p/1047396

/t5/Xperia-Z5-Z5-Compact-Z5-Premium/Xperia-Z5-Premium-Reboot-itself/td-p/1066833

I also have disabled the MyXperia functionalities and I use a two steps authentication for my Google account what makes almost impossible to have someone reseting it through any of these methods unless it is me.

Does Sony has a solution for that?

Castro, Thiago

Re: Xperia Z5 Auto Farctory Reset itself

Rickard — Fri, 29 Jan 2016 11:09:01 GMT

Sorry to hear that.

First make sure that you haven't switched to another account by accident. On the lock screen, swipe down the notification bar, tap top right icon and select the owner account.

If that's not the cause, do you have any corporate account in your phone like an Exchange ActiveSync account?

Re: Xperia Z5 Auto Farctory Reset itself

tncalucard — Fri, 29 Jan 2016 12:32:11 GMT

@Rickard wrote:
Sorry to hear that.
First make sure that you haven't switched to another account by accident. On the lock screen, swipe down the notification bar, tap top right icon and select the owner account.
If that's not the cause, do you have any corporate account in your phone like an Exchange ActiveSync account?

Hi,

I don't have any other accounts on my cell phone.

My phone was on my pocket and when I took it to look it was doing the factory refactor.

Best regards,

Castro, Thiago

Re: Xperia Z5 Auto Farctory Reset itself

Jpminou — Fri, 29 Jan 2016 15:19:11 GMT

You need another motherboard.

Re: Xperia Z5 Auto Farctory Reset itself

tncalucard — Fri, 29 Jan 2016 17:29:23 GMT

@Jpminou wrote:
You need another motherboard.

So,

If I take to my local support they should do it?

Re: Xperia Z5 Auto Farctory Reset itself

Uliwooly — Sat, 30 Jan 2016 01:24:57 GMT

@tncalucard

Does anyone has access to your Gmail's password?

Re: Xperia Z5 Auto Farctory Reset itself

tncalucard — Sat, 30 Jan 2016 15:56:15 GMT

No @uliwooly,

And as stated before, I use 2 step authentication so they would have to have access to a trusted machine (impossible) or have my phone.

Best regards.

Re: Xperia Z5 Auto Farctory Reset itself

Uliwooly — Sat, 30 Jan 2016 15:59:31 GMT

@tncalucard

That's rather odd, but do contact your Local support to get your device inspected

Re: Xperia Z5 Auto Farctory Reset itself

Rickard — Mon, 01 Feb 2016 15:39:05 GMT

But you don't have any account or app that enforces a PIN pr password on the phone? These may also reset the phone if you enter wrong PIN/password X amount of times.

Re: Xperia Z5 Auto Farctory Reset itself

tncalucard — Sat, 06 Feb 2016 01:25:34 GMT

@Rickard wrote:
But you don't have any account or app that enforces a PIN pr password on the phone? These may also reset the phone if you enter wrong PIN/password X amount of times.

The first time it happened I did not had any, but now I am using one.

I will test later if that was the case.

Still it would be rather strange as it would require me inserting the wrong password an amount of time.

Best regards

Re: Xperia Z5 Auto Farctory Reset itself

Rickard — Mon, 08 Feb 2016 10:10:10 GMT

If the wipe is not being done remotely (MyXperia, Google Device Manager, Exchange ActiveSync etc.). what i suspect may be the cause is that the phone is placed in such a way that the display turns on by accident. As you don't need to press [enter] to confirm PIN, it's possible to enter wrong PIN x amount of times and if there's a wipe policy set when wrong PIN has been entered a certain amount of times, then the phone can be reset by accident.

In later updates for Z3, we have added a feature where you need to confirm the wipe by entering the text "SONY" to avoid that this may happen. The information i have is that this feature is also planned to be added to Z5.

If you are sure that this is not the cause and it's not being wiped remotely, i recommend that you contact a service centre or Local support to have your phone checked.