topic Z5 frozen with screen on, won't reboot in Z Series

Z5 frozen with screen on, won't reboot

chicgeek — Sat, 05 Dec 2015 21:15:00 GMT

I have a Sony Xperia Z5.

While using it tonight it froze with the screen on. Holding down the power button failed to restart the phone. Using a pointed object on the SIM slot power button also failed: no vibrations, no change to the phone. The Sony Bridge for Mac program did not detect a device was connected.

The battery is near-full and I require the use of my phone before it runs out. Any suggestions of what else to try?

Re: Z5 frozen with screen on, won't reboot

_alexdon_ — Sat, 05 Dec 2015 21:21:29 GMT

Yes, try to press power button and volume up at the same time, the device should turn off (vibrate 3 times). Try to turn it back on.

Re: Z5 frozen with screen on, won't reboot

chicgeek — Sat, 05 Dec 2015 21:26:14 GMT

Worked a charm, thank you. Why is this method not listed on the official support page for resetting your phone? (Or did I just miss it?)

Re: Z5 frozen with screen on, won't reboot

_alexdon_ — Sat, 05 Dec 2015 21:28:35 GMT

Checked here:

https://support.sonymobile.com/global-en/xperiaz5compact/userguide/Resetting-your-device/

It isn't. This method is not new or anything like that, it is used for several years.

Re: Z5 frozen with screen on, won't reboot

chicgeek — Sat, 05 Dec 2015 21:34:52 GMT

Yeah, I did some research before posting and found that page. If it's not in the official docs then that's a failing on Sony's part.

Thanks alexdon - so quickly resolved. I appreciate your experience and help.

Re: Z5 frozen with screen on, won't reboot

_alexdon_ — Sat, 05 Dec 2015 21:38:33 GMT

I will try to escalate this and perhaps it can be edited/added.

Anytime.

Re: Z5 frozen with screen on, won't reboot

ezy2ezy — Sun, 06 Dec 2015 16:59:56 GMT

mine did this today too...

just suddenly went "blank" and failed to respond to anything (although my sm2 suggested the phone was still active even if it was dead to the world looking at it).

i too remembered the power button / vol up trick from the z1

i am also sure it made a ghost call when in my pocket yesterday about the same time a facebook messanger message came in...

the call was made to an number in the contacts that ive never called before nor is it an easy search or first in list contact...

the phone i am sure was screen locked...

the latest firmware is installed.

Re: Z5 frozen with screen on, won't reboot

Mahendthiran — Wed, 06 Jan 2016 10:09:40 GMT

Sony Xperia Z5 is a terrible phone. The same thing happened to my Z3 and just minutes ago my Z5 hanged. I guess we should all boycott Sony and stick to either Samsung or iPhones.

THOSE THINKING OF A SWITCH TO SONY DO NOT DO SO. Their support centre is even crap!!!!

Re: Z5 frozen with screen on, won't reboot

Uliwooly — Thu, 07 Jan 2016 01:44:00 GMT

@Mahendthiran

That's quite interesting, what you described its most likely caused by a third party app since both are your phones, you probably have the same apps, thus creating this problem.

On a side note, a boycott because you experience an issue without narrowing down the problem its silly, think about it, are you going to boycott a car company if you are driving and there's a pothole on the road or if the last oil change wasn't done properly, etc?

Re: Z5 frozen with screen on, won't reboot

Mahendthiran — Thu, 07 Jan 2016 02:50:11 GMT

@uliwwoly

You must be on Sony's payroll.

I used to own a Samsung Note II and an iPhone 4 and did not encounter such problems. For Z3 and Z5 the phone got heated up suddenly and the screen froze while I was using Whatsapp.

Also do read an article on CNET where Sony admitted and apologised for the glitch.

I still say that boycott Xperia phones at all cost. When the warranty expires Sony will ignore you. I live in Singapore and the Service centre at Somerset 313 is terrible as well.

AVOID SONY XPERIA series at all costs people and save yourself the heartache.

Take care people::))

Re: Z5 frozen with screen on, won't reboot

Tidbits — Thu, 07 Jan 2016 03:35:15 GMT

There's also a button within the flap. I believe it's white, but right now my Xperia is at home so I can't say exactly what color it is. Just use a toothpick or something until the device turns off.

Re: Z5 frozen with screen on, won't reboot

Uliwooly — Thu, 07 Jan 2016 05:33:25 GMT

@Mahendthiran

You are entitled to your opinion but you should post the source link not just comments.

Re: Z5 frozen with screen on, won't reboot

Mahendthiran — Thu, 07 Jan 2016 07:28:35 GMT

@chickgeek

Please read this online article by CNET

cnet.com/au/news/sony-apologises-forxperia-z-sudden-death-glitch

I'd like to know if you had experinced another frozen screen/death after rebooting?

I have experineced this problem twice now and I bought my Z5 on December 14, 2015. I'm deeply upset with Sony for selling a dud product. Please print the article out and bring your phone back to the retailer and demand an exchange.

What if the problem happens after the warranty period? I'm sure SONY WILL IGNORE US. We have to stand up against the crooks in Sony for selling us products knowing well that they consist of bugs.

* DEAR ALL IGNORE Z series phones if anyone is thinking of a switch!!!!!!!!!!!!!!

Re: Z5 frozen with screen on, won't reboot

Uliwooly — Thu, 07 Jan 2016 15:14:27 GMT

@Mahendthiran

That CNET article its about this

http://talk.sonymobile.com/t5/Xperia-Z-ZL-ZR/Xperia-Z-dead/m-p/293794#M533

You took it out of context and assuming that the Xperia Z and Z5 are the same phone, I have multiple Xperias and I haven't experienced that, also read the forum guidelines

http://talk.sonymobile.com/t5/Welcome/Discussion-guidelines/m-p/349678#U349678

Also you are NOT looking for help nor anything like that, you are just, I don't like using this term but, "trolling" the forum, that's not ok, we have been trying to help you, but if you change your mind and ways let us know, in the mean time, contact Sony directly with your feedback

Re: Z5 frozen with screen on, won't reboot

Mahendthiran — Thu, 07 Jan 2016 16:27:33 GMT

What is out of context?

The phone screen freezing, phones dying out? I dare you to prove me one Z3 or Z5 that does not have this problem?

For starters mine did and I have the evidence.

Prove me now!!

Re: Z5 frozen with screen on, won't reboot

Uliwooly — Thu, 07 Jan 2016 17:07:53 GMT

@Mahendthiran

Did you read the forum guidelines, I have a Z Z1 Z3 Z5 Z5 Premium and other Xperias, I don't have that issue, don't assume because you have an issue that everyone else does, also just because I don't have issues, I don't assume that your statements are bias or logical fallacies or lies, but I give you the benefit of the doubt and I've told you how to test it, but you are reluctant. So again, contact your Local support and get your devices inspected and again READ the forum guidelines.

http://talk.sonymobile.com/t5/Welcome/Discussion-guidelines/m-p/349678#U349678

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Re: Z5 frozen with screen on, won't reboot

Mahendthiran — Fri, 08 Jan 2016 17:50:15 GMT

HI did the problem resurface? Mine did the same thing a couple of days ago. I rebooted and called their service centre in Singapore where I live. Not much help. My main concern is will the problem resurface? This seems to be a problem with all Sony models.

Re: Z5 frozen with screen on, won't reboot

Tedney — Tue, 29 Mar 2016 23:08:28 GMT

I bought the z5 after years with samsung notes 1 2 @ 3. I wish i had bought note 4. The z5 is complete rubbish in comparison. The thing overheats, the battery is rubbish, the screen stays blank after a call, its has more software glitches than a 1980s pc. Its so crap that its an embaressment to sony.and sonys excuse for a skin is terrible. I didnt bother sending it back to sony its on ebay hopefully someone is as stupid as i and buys it. I will go back to my note3.

Re: Z5 frozen with screen on, won't reboot

nicolai1 — Fri, 01 Apr 2016 05:43:52 GMT

thanks!!! u saved my day read your answer and it worked perfectly

Re: Z5 frozen with screen on, won't reboot

Paulievd — Wed, 13 Apr 2016 22:22:13 GMT

What can I do when my screens stays black also when I pressed the power button and the volume up button at the same time. Nothing works on my phone and the battery is almost 100%.