Z5 compact hanging on phone calls made/received

[Patdfb]

Hi. I upgraded from a Sony XP to a z5 compact white, yesterday, however when i make or recieve phone calls, the phone effectively freezes.screen goes black, even when calls finished!!!

This is especially annoying as the same problem blighted my XP and is one of the main reasons i chose to upgrade as was struggling with ram issues anyway

Brand new phone, and having the exact same issues.

Apps downloaded are

Facebook messenger
Avast anti virus
Ccleaner
Burgerking app
My o2
o2 priority

What is going to be causing the phone part to freeze?

Nb i also have wifi on most of the time


Any help much appreciated

[xavinux]

Hi @Patdfb

Please, boot your device into safe mode as explained here. If this issue is not present in this mode, that indicates a third party app is causing the problem. In this case exit Safe Mode and then un-install any third party apps you don't need and clear the cache/data for the apps you want to keep.

[Patdfb]

Hi, its brand new outvof the box less than 24 hours old. It affects phone calls and only calls, howcis safe mode going to help that if i cant take, calls in it? Cheers

[xavinux]

Hi @Patdfb

Because it can be a third party app that is creating this issue, and that´s why in this case I´d first of all boot the device into safe mode and check if problem persists.

[Patdfb]

Hi cheers, tried it, called voicemail. Screen dies for around 90 secs even in safemode!!!

[xavinux]

Hi @Patdfb

Ok, please try first run a backup of the device information as explained here. Then perform a system repair using PC Companion or Bridge for MAC. This will factory reset your phone and erase all data. You might need to charge your device for about 1-2 hours before so the device has at least 80% battery. Make sure the device is not connected to computer or laptop and turned off until you are prompted (sometimes you have to press power button and volume up until the device vibrates 3 times or on some devices you have to press the small button near the SIM tray or on the back of the device). Start PC Companion -> Support zone -> Update my phone/tablet -> Blue Repair my phone/tablet -> follow instructions. When prompted connect your phone still switched off holding volume down or back button. The repair or reformat process will start. If you are using Windows 8/8.1 or a 64 bit operating system adjust settings for PC Companion and run in compatibility mode -> chose Windows 7 or XP.

[Patdfb]

@xavinux, why would i need to factory reset of a brand new phone?
Seems a bit extreme, if all that is affected is the phone part. Rest of os is fine. Can not just force stop or reinstall phone?

[xavinux]

Hi @Patdfb

This is used to perform a repair of the device, as if your issue also appears in safe mode, then it's not created by a third party app.

[Patdfb]

Okies will try it

[xavinux]

Hi @Patdfb

Good, keep us updated please. I´m at disposal for any question.