topic Re: Need to connect charging cable to start or restart my phone in XZ Series

Need to connect charging cable to start or restart my phone

Aral — Sun, 22 Sep 2019 14:25:07 GMT

Dears all hello,

I don't know exactly if it's due to an update, but since sometime in August 2019, when I restart or shutdown my phone , I have to plug my charging cable usb-c to start it (power or pc it doesn't care). At the same time , the wireless charging mode is not working anymore too. Last thing strange, I tried to do a hard reset with power on+volume up button : it doesn't works ( power+power down doesn't work too).

I re-install my phone in a first time with using my on-line backup : it doesn't solve the problem.

I launched a software reparation with sony companion : it doesn't solve the problem.

I re-install my phone without using a back up (Like if I wanted to sell it) : it doesn't solve the problem.

I'm afraid to don't have my cable one time and cannot swith on my phone.

Model : XPERIA XZ3 - H8416

ANDROID : 9

BUILD : 52.0.A.8.157

Does someone can help me ?

Re: Need to connect charging cable to start or restart my phone

Strampke — Thu, 26 Sep 2019 09:05:49 GMT

Reading your story I have the impression that it is hardware failure.

In the Support app there are tests for the Vol-up and Vol-down keys.

There is a test for the charger as well. (not the wireless charger)

Re: Need to connect charging cable to start or restart my phone

Jonas — Thu, 26 Sep 2019 10:28:33 GMT

Hi @Aral, sorry to hear about this.

Have you noticed that the device powers off and suddenly goes to 0%? That usually indicates that there is something wrong internally in the device (in most cases the battery).

I'm also leaning towards what @Strampke wrote and that it is a hardware defect since you have tried everything you can do on your own (software repair) especially since the wireless charging isn't working either.

I would recommend that you get in touch with your Local support team and they will assist you further with having a repair arranged and answer any questions you may have regarding service routines, warranty and consumer laws.

Feel free to keep us posted!

Re: Need to connect charging cable to start or restart my phone

Aral — Thu, 26 Sep 2019 11:28:37 GMT

Hello,

Thanks for jour help both,

I think too it's a software problem because today i have a New information to give.

Yesterday evening around 11:00PM, i disconnected my device from his Sony charger. With 100% of battery. I Shut it down. Power button and then Power off one the screnn. Then i went to sleep.

This morning I took my phone... It was quiet hot... Then I pluged the charger ( as i need you do since Some Day) turn it On... The Battery was at 12%...

What do you think about that ( i already did à New installation With and without using my backup even when turning back my Phone to factory setting it doesnt solve the problem}

Re: Need to connect charging cable to start or restart my phone

Strampke — Thu, 26 Sep 2019 12:39:54 GMT

Besides what has been mentioned before you might take a look at consuming apps in the settings menu.

Another indication if you go to the support app again and find app issues.

Best chance however is hardware.

Re: Need to connect charging cable to start or restart my phone

Aral — Thu, 26 Sep 2019 13:06:01 GMT

Thank you Strampke,

Hum... I have an app in error in the app problem menu... And unfortunately this is the app "call" so I'm afraid that if I clear cache or data, to crash my phone or lose my contact.

Re: Need to connect charging cable to start or restart my phone

Jonas — Fri, 27 Sep 2019 11:56:23 GMT

Hi @Aral, thank you for the new information.

That sounds very odd and since the software isn't really started when the device is powered off, it does sound more and more like it's related to hardware and there is no other posts about this kind of behaviour plus that you have already performed a software repair.

My recommendation is that you get in touch with the Local support team in your market > ask them to arrange a repair for you since the device at this point, will need to be examined by a trained technician.

On the link below, tap on "Sony Mobile" and choose your country in the drop down list and you will find contact information for the Support team there.

https://support.sonymobile.com/global-en/contactUs/

Re: Need to connect charging cable to start or restart my phone

Aral — Sat, 19 Oct 2019 20:59:39 GMT

Dear all. Thanks to all for your support. I finallly turn my Phone to warranty. They changed the motherboard. It's to work nos. Bye bye.

Re: Need to connect charging cable to start or restart my phone

Jonas — Wed, 23 Oct 2019 11:34:21 GMT

Hi @Aral, thank you so much for the update and I'm very happy to hear that it's working now again!

It's never fun to have to send the device to service, but having to always run around with a charger just to be 100% safe isn't optimal either!

Let us know if there is anything else and have a fantastic day!