topic Re: Phone freezing in Z Series

Phone freezing

paul_arnold — Mon, 23 Feb 2015 08:26:39 GMT

Hi,

Yet more problems with my Z3.

Two or three times in the past month I've come to use the phone only to discover that it's completely frozen.

It doesn't respond to anything including the power button.

The only way to restart it is to press the reset button.

Apart from software re-install with the pc software, which I've done, is there anything else I can do or do I have to return to Sony be without a phone for 3-4 weeks ?

This is the second Z3 I've had, the first was returned around a month after purchase due to another fault and now the replacement isn't working so I'm really unimpressed with Sony.

Thanks

Re: Phone freezing

stockyvillage — Mon, 23 Feb 2015 08:34:20 GMT

If you have repaired the software using PC companion ,try looking at third party apps you have installed and also run a diagnostic check.If all that fails looks like an intermittent hardware fault

Re: Phone freezing

Uliwooly — Mon, 23 Feb 2015 08:36:57 GMT

That's a good suggestion

PC Companion (PCC)

Bridge (for Mac)

Alternatives on How to backup Xperias

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

Re: Phone freezing

paul_arnold — Mon, 23 Feb 2015 10:00:46 GMT

Thanks for the suggestions.

I've run diagnostic test and all appears OK.

I've only installed two apps (Online banking and Squeeze controller) and neither of these were running at the time of the freeze. Can they cause problems even when not running ?

Forgot to mention before that my phone sometimes reboots. The interval doesn't seem to be fixed, sometimes it reboots every day and other times it'll run for a few days.

Thanks

Paul

Re: Phone freezing

Uliwooly — Mon, 23 Feb 2015 10:10:08 GMT

Some phones come with a preloaded antivirus app, it could be that, just repair your phone with PCC

Re: Phone freezing

Curnow1 — Mon, 23 Feb 2015 14:03:32 GMT

Uli he mentioned that he already has done the software repair.

Re: Phone freezing

Curnow1 — Mon, 23 Feb 2015 14:16:36 GMT

Paul, device temperature shouldn't have any business to the response of the power botton unless we are talking about putting it in the freezer then the power button would freeze. When you start using the device does any steam/condensation show up? The temperature of your hand and the screen should show steam.

My advice for you is to plug the phone to the charging with the maximum screen brightness and a game which uses alot of power to heat it. Like clash of lords. Download it and don't do anything just let it play. After 2 hours unplug the device uninstall the app and check does it still get so cold

Re: Phone freezing

dandy63 — Mon, 23 Feb 2015 14:18:07 GMT

@stockyvillage wrote:
If you have repaired the software using PC companion ,try looking at third party apps you have installed and also run a diagnostic check.If all that fails looks like an intermittent hardware fault

Follow @stockyvillage advice & run your phone in Safe Mode......if it runs fine then your problem is a 3rd Party App

http://talk.sonymobile.com/t5/FAQ/How-to-boot-your-phone-into-safe-mode/m-p/348008

Re: Phone freezing

Lord_viridis — Mon, 23 Feb 2015 14:33:20 GMT

I don't think he means it's cold when he says frozen, I'm reading it as stopped responding to any input or button press.
I'll reread it to make sure.

Re: Phone freezing

stockyvillage — Mon, 23 Feb 2015 15:17:57 GMT

I read it same way as you Virdis.So you ain't lost your marbles

Re: Phone freezing

Lord_viridis — Mon, 23 Feb 2015 15:25:53 GMT

Thought so.
Btw to the op, it sounds like something is wrong and if repair installation doesn't fix it, I would suggest getting it to a service centre for repair, I'm sure you know the routine by now.
Very unfortunate you've had multiple bad experiences but hang in there, 3rd time lucky as they say.

Re: Phone freezing

paul_arnold — Mon, 23 Feb 2015 15:39:10 GMT

Hi guys,

Yes, I meant it's stopped responding to all input.

I've used the pc software to repair when this first started but it didn't fix the problem.

Sadly it looks like its got to go back to a repair centre again.

Hopefully 3rd time lucky but it's only getting 3 chances. So annoying.

I'll get it returned as soon as I can borrow a phone.

Paul

Re: Phone freezing

dandy63 — Mon, 23 Feb 2015 16:56:44 GMT

@paul_arnold did you try Safe Mode

Re: Phone freezing

paul_arnold — Mon, 23 Feb 2015 17:50:26 GMT

I've not tried safe mode.

Is it worth trying that even though I used the repair option in the pc software ?

I have just run repair again. I will restore my conatcts but not install any apps and see what happens.

Re: Phone freezing

Uliwooly — Mon, 23 Feb 2015 18:43:21 GMT

@paul_arnold

Did that worked?

not installing any app but restoring your contacts? also uninstall any preloaded antivirus

Re: Phone freezing

paul_arnold — Tue, 24 Feb 2015 07:57:44 GMT

It has been running for 12 hours now so too early to tell.

If it's still running this time tomorrow then that'd be an improvement on before

Current status - Repaired using pc software, contacts re-instated, antivirus uninstalled.

Thanks to all for the help/suggestions so far. I'll keep you informed.

Paul

Re: Phone freezing

Lord_viridis — Tue, 24 Feb 2015 12:23:21 GMT

Thanks for the update,
Hopefully you sorted it now.

Re: Phone freezing

paul_arnold — Fri, 27 Feb 2015 08:00:29 GMT

A quick update.

The phone worked fine until a few minutes ago when it reset

I'd not made or received a call or text for over 12 hours.

Both data and wifi were disabled so it couldn't have been updating anything.

Looks like I've got to go through all the pain of finding another phone so I can return this to Sony. Really tempted to buy something else and walk away from Sony altogether.

Paul

Re: Phone freezing

Lord_viridis — Fri, 27 Feb 2015 08:56:42 GMT

It's a shame you've had multiple issues that has made you feel like leaving the brand behind, i know it's not what you want to hear but mines been solid since day 1, (Although being fair it was a replacement on day 1 as the other had white patches on screen) I love the Sony brand and style, always have. But one thing I've ALWAYS said, sony really, really have to work on their quality control, they really do.
Get them to fix it, keep open mind, if it comes back the same and you feel like ditching the brand, I doubt anyone could criticise that decision.
Let us know how you get on.

Re: Phone freezing

paul_arnold — Tue, 24 Mar 2015 14:50:07 GMT

Hi,

I thought I'd post an update on this problem.

I eventually borrowed a phone from a friend so I could return my Z3 to Sony.

Sony received the phone on Saturday 21st March. On Monday 23rd March they posted the phone back to me saying no fault found!

So, despite the fact that I told them the phone can take many days before it freezes or resets, and that during the last test I'd not installed any apps or even used wifi etc and it took 2 weeks to go wrong they insist that less than a day of testing is enough to prove there is nothing wrong!

My conclusion is that the service centre is run by a bunch of idiots who have no idea what they're doing.

To say I'm annoyed is an understatement.

Any suggestions on how to progress this further ? Who do I direct a serious complaint to or do I just give in, sell the phone and buy a decent brand ?

I don't suppose those from Sony who post on here are likely to comment ?

Paul