topic Re: Z5 Premium randomly freezes/hangs in Z Series

Z5 Premium randomly freezes/hangs

uc0d3r — Tue, 31 May 2016 18:39:23 GMT

Hi All,

New phone, after updating to 6.x version it started to freeze and hang randomly.

Just a freeze then no response from screen then reboot with red light blikning on right side and after that it works for a while normally, when you don't touch it it doesn't hang, but you can delete the file or take a photo or install the app and during randon process it hangs..

Tried to wipe the phone - reset to defaults - same issue

Tried to do that again - reset to defaults with full wipe - same issue

Tried to repair software via PC connection - done, same issue appears.

Phone is only a couple a days in my hands - really disguisting experience, any advises ?

Or best advise would be to make a return and forget about it ?

Thanks guys in advance.

Re: Z5 Premium randomly freezes/hangs

Uliwooly — Tue, 31 May 2016 18:42:24 GMT

@uc0d3r

Could you test it in >>> safe mode

Re: Z5 Premium randomly freezes/hangs

uc0d3r — Tue, 31 May 2016 18:49:41 GMT

Already doing that, well it's seems to be that in safe mode it's not hanging up, but it was random so hard to say..

Okay if it's an app, what could couse such behavior maybe any ideas? It's strange that issue has started when there was no third part apps installed except stock google + sony apps..

Re: Z5 Premium randomly freezes/hangs

uc0d3r — Tue, 31 May 2016 18:56:53 GMT

Yeap.. in safe mode it has hanged, opened a lot of apps then went to playstore and it hanged and rebooted.. Any ideas guys ?:)

Really don't want to send the phone back or get a new one, already sticked the protection screen on it

Re: Z5 Premium randomly freezes/hangs

Uliwooly — Tue, 31 May 2016 19:14:06 GMT

@uc0d3r

next thing to test, still in safe mode but without the SIM card, only using WiFi, do you experience the same issue?

Re: Z5 Premium randomly freezes/hangs

uc0d3r — Tue, 31 May 2016 19:19:05 GMT

Will try that too, sim card come together with a phone it's a brad new card from o2 Germany provider..

I have found a topic here : http://forum.xda-developers.com/xperia-z5/help/xperia-z5-freeze-unresponsive-t3231862

I had this issue with my Z5 and non of the steps suggested (here or by Sony) worked - reset factory defaults, sony companion repair etc. I even waited for the 6.0 update to fix it and it made it worse . I sent my phone to Sony for repair, they said it was the screen which was replaced (at my expense) and when it came back it froze on the first charge .
Just got off the phone with Sony support and they said the most common cause of this issue is incompatible SD cards (or incompatible data on SD cards). Not sure I am convinced but thought I would mention it as I never saw this mentioned when googling this issue before!

Will post back if the issue reoccurs after reformatting my SD card (it had been used on a previous phone).

==Update==
Well that didn't take long. The phone crashed (within 3 hours) even without an SD card...

The guy says that it might be a sd card issue it's incompatible or the data on it is incombatible and causes somehow this problem..

I will remove the card and insert a new one from sandisk - now I have sandisk 32gb will insert formated sandisk 64GB.. just to give a shot if issue will still reapear I will try your advise without sim in safe mode.

Re: Z5 Premium randomly freezes/hangs

uc0d3r — Wed, 01 Jun 2016 07:45:05 GMT

Same issue with new formated sd card.. Will try safe mode today without the sim..

The main question would be what should I do then if it will work normally in safe mode without the sim ?:)

Request a new sim card or contact support ?:)

Re: Z5 Premium randomly freezes/hangs

uc0d3r — Wed, 01 Jun 2016 09:08:23 GMT

Before trying without a sim card, I will reset phone to defaults, make a repair and then will test it again.. if that won't help then will go for safe mode without a sim card.. and if not then probably will send phone to support..

Re: Z5 Premium randomly freezes/hangs

Uliwooly — Wed, 01 Jun 2016 17:01:11 GMT

@uc0d3r

Keep us updated.

Re: Z5 Premium randomly freezes/hangs

Sensination — Wed, 01 Jun 2016 19:49:00 GMT

Ask for replacement phone. I had the same problems called Sony, reset it twice as advised by them and same thing was happening. Random rebooting all the time. New phone I got did not reboot even once in two months. It's a hardware problem.

Re: Z5 Premium randomly freezes/hangs

uc0d3r — Fri, 03 Jun 2016 06:18:28 GMT

Okay so the same issue after reseting the phone and repairing it again.

I will just create a ticket and send it to the repair center as defect.

Thanks guys for your support !

Re: Z5 Premium randomly freezes/hangs

uc0d3r — Fri, 03 Jun 2016 13:31:57 GMT

Contacted directly Amazon - from where I purchased they agreed to replace the phone for free without any questions or troubleshooting Thanks again everyone for help, enjoy the weekend guys !

Re: Z5 Premium randomly freezes/hangs

Sensination — Fri, 03 Jun 2016 14:02:43 GMT

Glad to hear you got it replaced. Luckily I got mine through Amazon as well so they didn;t ask any questions and just got me a new one. I read some horrible stories of people who bought it directly from Sony or network operator and never get it fixed or replaced (i.e. Sony refused to acknowledeg it as a fault).

Hopefully new one will work fine. I had to replace mine FOUR times befoe I got a properly working unit without any problems.

Re: Z5 Premium randomly freezes/hangs

uc0d3r — Fri, 03 Jun 2016 14:15:06 GMT

Four times is really too much.. Hope that it will start working fine after first replacement

And regarding horrible stories, well it's really sad when the issue starts immediately with a new phone and vendor can't help you for free so basically you are throwing away your money

This phone was a gift to my wife, previously she had a Z1 Compact and she was happy with it, but by some reason screen has cracked - it wasn't dropped or something it was in the case, and in one day she noticed that top of the screen (touchpad) is not working.. there are some months warraty left but don't think that they would fix this for free.. so will leave it probably just for a navigation or something

Re: Z5 Premium randomly freezes/hangs

uc0d3r — Tue, 14 Jun 2016 11:41:02 GMT

So here how it was

I have sent this phone to amazon back - they have tried to repair it.

Have waited for one week - it came back with a note - that phone has passed all the tests and it works fine.

Great.. turning on the phone, installing apps, enabled GPS or something and what's that.. it has hanged and rebooted again.

Once more I have done the software repair, removed sim,sd - after playing with a phone in this mode issue has appeared again..

Wrote an email to amazon that I want to get replacement not the repair, they have sent the replacement.

Yesterday I have received new phone it works like a charm, didn't saw any reboots + it's not overheating so much as previous phone had.

So problem is finnaly solved, thank you guys who has participated in this thread !

Re: Z5 Premium randomly freezes/hangs

Huub4882 — Sun, 19 Jun 2016 19:29:36 GMT

I have had my phone for 6 months before it started to freeze and reboot randomly. So i had several updates. So the problem must be with one of the updates? it cannot be just a hardware problem. The phone does get hot. But had that with more sony xperia models. But they never froze and rebooted. Or this is a safety precaution in the software, so the pgone doesn't get too hot maybe??