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Z5 crashing

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Visitor
Message 1 of 12
762 Views
Message 1 of 12

Z5 crashing

Hi there,

 

I received my Z5 as an upgrade as part of my contract. 


I've had the phone for around two days, however this issue has been present since the first boot up.

 

I have downloaded the PC Companion and am told the phone and its software is up to date. 

Whenever I boot up snapchat, the entire phone freezes and then crashes. The screen goes black and then comes back on with whatever the screen was at when it crashed, then slowly fades with red lines running from top to bottom of the screen. After which, the phone reboots.

Assuming it was snapchat, I uninstalled the app and re-installed, however the same issue is present. I went into settings and attempted to run the phone diagnostic tests. The main camera was fine, passing the test. When I moved onto the second part, the front camera, the phone lagged quite badly and then crashed. Once the phone restarted, I went back into the front camera and, upon opening it, the phone screen crashed, looking like an old television with static on the screen before rebooting again.

I'm lead to believe this is the front camera that's causing the issue, seeing as Snapchat runs off of the front camera upon app start up.

 

11 REPLIES 11
Sony Xperia Support
Message 2 of 12
754 Views
Message 2 of 12

Re: Z5 crashing

Hi @JamieMck,

 

Welcome to the community.

 

It does seem the camera app is causing the issue, based on the information you have provided.

 

Are you on Lollipop or Marshmallow?


Official Sony Xperia Support Staff


If you're new to our forums, make sure that you've read our Discussion guidelines.

To get in touch with your local support team, please visit our contact page.

Visitor
Message 3 of 12
751 Views
Message 3 of 12

Re: Z5 crashing

Android 5.1.1 - Lollipop.

 

When I go into software updates, it tells me my phone is on the current version of Android

Sony Xperia Support
Message 4 of 12
748 Views
Message 4 of 12

Re: Z5 crashing

@JamieMck,

 

Go to Settings > Apps > All > Camera > Clear Data > Force Stop. Try it again and see if the same thing is happening.


Official Sony Xperia Support Staff


If you're new to our forums, make sure that you've read our Discussion guidelines.

To get in touch with your local support team, please visit our contact page.

Visitor
Message 5 of 12
744 Views
Message 5 of 12

Re: Z5 crashing

Done,

 

Unfortunately, the same error occurs in the diagnostic checks. The front camera works as normal until I press the button to capture, then it freezes and reboots.

 

Emperor
Message 6 of 12
741 Views
Message 6 of 12

Re: Z5 crashing

@JamieMck

 

Remove the SD card and then boot in >>> safe mode




"I'd rather be hated for who I am, than loved for who I am not." Kurt Cobain (1967-1994)

Visitor
Message 7 of 12
723 Views
Message 7 of 12

Re: Z5 crashing

I removed the Micro SD, booted into safe mode, cleared camera data, force stopped and attempted the diagnostic check again, however it still crashed. 

I'm not sure if it helps at all, but when the phone does crash, the led at the top flashes red three times.

Sony Xperia Support
Message 8 of 12
714 Views
Message 8 of 12

Re: Z5 crashing

@JamieMck,

 

Doesn't seem like it's an app specific issue then. Might be the firmware. You may have to run a software repair next.


Official Sony Xperia Support Staff


If you're new to our forums, make sure that you've read our Discussion guidelines.

To get in touch with your local support team, please visit our contact page.

Visitor
Message 9 of 12
710 Views
Message 9 of 12

Re: Z5 crashing

I'd ran a software repair yesterday if I'm not mistaken. It rolled the phone back to the basics, wiping my contacts etc. Afterwards, the issue still persisted.

Sony Xperia Support
Message 10 of 12
699 Views
Message 10 of 12

Re: Z5 crashing

@JamieMck,

 

If the software repair hasn't helped, you will have to contact your local support team to arrange a repair. 


Official Sony Xperia Support Staff


If you're new to our forums, make sure that you've read our Discussion guidelines.

To get in touch with your local support team, please visit our contact page.