topic Re: Xperia keeps restarting in XZ Series

Xperia keeps restarting

DaveGayle — Mon, 12 Nov 2018 21:16:57 GMT

A few days ago my Xperia XZ premium started randomly restarting whilst in standby and whilst in use. This is happening throughout the day and night.

At a similar time my wife's Xperia has also started doing the same.

The fact that both phones are doing this would suggest that it is a software or App issue?

I have done the following without resolve:

-Soft reset

-Removed sim/sd card and restarted

-Checked all apps up to date and phones running on latest software.

Any suggestions would be appreciated. I would rather not factory reset if I can avoid it!

Re: Xperia keeps restarting

NunoSEN2 — Mon, 12 Nov 2018 21:26:38 GMT

Hi @DaveGayle;

Have you tried restarting the phone in safe mode? This will disable all third party apps to discard any of them causing the issue.

Re: Xperia keeps restarting

DaveGayle — Mon, 12 Nov 2018 21:29:25 GMT

Have not tried this yet. I'm fairly confident this problem relates to an app as it's affecting both phones and my wife and I have a lot of the same apps. If I restart in safe mode is there anyway to identify the offending app?

Re: Xperia keeps restarting

NunoSEN2 — Mon, 12 Nov 2018 21:38:13 GMT

@DaveGayle;

I am afraid not, If in safe mode the phone doesn't have any problem then probably a third party app is causing the problem, you will have to try uninstalling apps until the problem dissappear. Start with the ones you installed just before the problem appeard.

Re: Xperia keeps restarting

Strampke — Mon, 12 Nov 2018 21:57:49 GMT

What you can do is this:

Goto the app screen
Tap the 3 dots in the upper right corner
Choose sort apps
sort on date
Start deleting apps top-down

Re: Xperia keeps restarting

Jonas — Tue, 13 Nov 2018 08:50:03 GMT

Hi @DaveGayle, sorry to hear about this.

I can see that you have already received some excellent troubleshooting steps from @NunoSEN2 and I agree with what he suggested, safe mode is the next step to use.

Is your wife also using an Xperia XZ Premium, or does she have another Xperia model? If she has another model, it does sound like it could be related to a downloaded application since you mentioned that both you and her have a lot of the same applications installed.

You can also take a look in the Google Play store > tap the 3 lines in the top right corner > My apps & games and see if both of you have updated the same application(s) in the past days, from when you both started to experience this behaviour.

When these restarts occur when the device is in use, are you using some specific application or service? Something that may not be related to this at all, but does this occur only at home for example, while connected to Wi-Fi or can it occur when neither of you are at home and are only using mobile data?

Keep us posted!

Re: Xperia keeps restarting

DaveGayle — Tue, 13 Nov 2018 18:24:20 GMT

Thanks guys for your input. It seems the issue was WhatsApp. I have uninstalled, reinstalled and so far all seems to be working fine now.

Re: Xperia keeps restarting

DaveGayle — Tue, 13 Nov 2018 20:14:33 GMT

I retract my last message, it seems it is not resolved.

Has been fine all day, at least 10 hrs plus, however I have just got home and my phone has restarted. 😅

Re: Xperia keeps restarting

NunoSEN2 — Tue, 13 Nov 2018 20:19:07 GMT

@DaveGayle;

Try desconnecting it from your home Wi-Fi, as @Jonas mentioned, it might also be related to your Wi-Fi connection.

Re: Xperia keeps restarting

DaveGayle — Tue, 13 Nov 2018 20:32:04 GMT

Thanks. Will try this.

If it is related to Wi-Fi connection, any suggestions on resolving?

Re: Xperia keeps restarting

NunoSEN2 — Tue, 13 Nov 2018 21:30:30 GMT

@DaveGayle;

Try using several different router configurations, like for example changing the channel, or changing the frequency from 2,4GHz to 5GHz.

There is also the possibility of an incompatibility between the router and the phone. All this of course if the problem is with the Wi-Fi.

Re: Xperia keeps restarting

DaveGayle — Wed, 14 Nov 2018 07:47:20 GMT

I've 'forgotten' my home WiFi and reconnected, so far it's not happened again. Fingers crossed its sorted!

Re: Xperia keeps restarting

Jonas — Thu, 15 Nov 2018 15:04:44 GMT

Hi @DaveGayle, has it occurred after you forgot the network and reconnected to it, or is everything working for both you and your wife now?

Re: Xperia keeps restarting

DaveGayle — Fri, 16 Nov 2018 03:07:51 GMT

Hi, so far so good! All working fine now for both of us!

Thanks

Re: Xperia keeps restarting

Jonas — Fri, 16 Nov 2018 11:59:07 GMT

Hi again @DaveGayle and that is awesome to hear!

I hope that it will continue to work fine for you and your wife!

Have a great Friday and an awesome weekend and if there is anything else, don't hesitate to send me a PM or create a new thread!

Re: Xperia keeps restarting

Lilroy — Sun, 23 Jun 2019 01:03:22 GMT

How do i fix a restarting Sony xperia model: C 1904 cellphone?

Re: Xperia keeps restarting

FTsamy — Sun, 23 Jun 2019 21:22:10 GMT

I have the same problem. Switching off WLAN can't be the permanent solution. Please file a bug report. I've tried to reset the phone already. Same error few hours later.

Re: Xperia keeps restarting

Jonas — Wed, 26 Jun 2019 11:54:12 GMT

Hi @Lilroy, sorry to hear about your device restarting.

For the Xperia M the options are a bit more limited since the device has reached it's end of support and you can't perform, for example a software repair.

When does the restart occur, is it when using the device as normal, or when using a specific app or service?

In some cases a defect SIM and/or SD card can be the cause of the device restarting, so you can remove them temporarily and see if it continues to restart. You can also restart the device in safe mode, so we can see if any downloaded application is the cause of this.

@FTsamy, sorry to hear about this.

There are different reasons for why a device is restarting and in the OP's case, it was the Wi-Fi connection, but it was solved after forgetting the Wi-Fi network and connecting to it again.

When your device is restarting, are you doing anything special in the device, or just using it as you would normally do?

As I mentioned to @Lilroy, a defect SIM and/or SD card can cause the device to restart, so try and remove them temporarily and see if that makes any difference.

You can also try restarting the device is safe mode so we can see if any downloaded application is the cause of this, as they are temporarily disabled in this mode.

Let me know how it goes!

Re: Xperia keeps restarting

FTsamy — Fri, 28 Jun 2019 17:02:15 GMT

I removed the sd card completely, still restarting.

Starting in safe mode, still restarting.

Some things i observed by troubleshooting. The restarts are completely random. Sometimes after 30 minutes , sometimes after few hours. The menu is lagging up to 10 seconds if i want to raise the volume for example. If i had to guess, its a memory problem

Re: Xperia keeps restarting

FTsamy — Mon, 15 Jul 2019 21:42:33 GMT

Still waiting for a Response.. On private message also no reply after one week..