Z5 compact support and camera not working

[Sam_nzer]

Hi,

So my camera and diagnostic tests for it aren't working. The camera gets a pop up saying it's stopped. The run all tests and camera tests, except the button test, say test not available or support has stopped.. I've tried clearing the cache etc and restarting both support and camera in apps.. No change..

Everything else is working fine, as far as I can tell. 

Any ideas?

Regards,

Sam.

[ChloeS]

Hi @Sam_nzer

Could you please elaborate so I can help out?

Do you get an error message when trying to use the camera? If so what is it?

Let me know 

[Sam_nzer]

Hi

It just has a pop up that says camera has stopped working, and support has a pop up saying Support has stopped working (only on the "run tests" page.

[Sam_nzer]

Also, on the support test page I can scroll, but if I try the click run all tests it the app stops, and if I slowly press it, after a little wait it says tests not available.. Same with camera test

[Sam_nzer]

So basically I my camera isn't working and I can't run diagnostic tests..

Any ideas? 

Regards,

Sam

[ChloeS]

Hi @Sam_nzer

Thanks for clarifying that 

Can you start your phone in safe mode and see if it will allow you to use the camera and access the diagnostic tests while in safe mode? 

Let me know 

[Sam_nzer]

Hi Chloe, 

No difference when on safe mode..

[Sam_nzer]

Any ideas?

Merry Xmas!

[NeoBeum]

---

@Sam_nzer wrote:

Any ideas?

Merry Xmas!

---

Hi

Can you go to the Security settings for Permissions and toggle them off.

Restart the device.

Then try launch the Camera using the hardware key.

When you start to re-enable permissions for camera, start with Apps:

Setup Wizard, Camera, Video, Screen Recorder, Support, Google Play Services

You don't even need to enable Video or Screen Recorder or Support for tests... but diagnostics may fail if Support is disabled.

 

Let me know which stage the crash occurs 

[Dublinmac]

Hello, I have the exact same issue but did not understand your instructions. Can you please explain how to do this troubleshoot again? Also did you get any feedback to see if this solve that person's problem? Thank you!