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XZ1 Dual charging and wifi problems

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Message 1 of 6
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Message 1 of 6

XZ1 Dual charging and wifi problems

Two days after I got my new xz1 dual, whenever it charges up to 35%, led light would flash green and phone would keep restarting.  Later when I tried again, it shuts down at 35% after flasing green lights, then the blue led light light up, it won't even charge or start until unpluging the charger.  I drained the battery, and everything worked fine.  1 week later, the wifi on xz1 keeps disconnecting while my old z5 dual had no problem.  One day later, everything was fine again.  I want a proper explaination from sony, and until now, I'm still not able to reach anyone from sony support, when I call them, they just tell me to go to esupport.sony.com where I can't even find any smartphones with the model number.  If this is problems like this keeps poping up, I'll have to switch to samsung or even apple just for a better user experience.

5 REPLIES 5
Sony Xperia Support
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Message 2 of 6

Re: XZ1 Dual charging and wifi problems

Hi @Hammer0112, I am sorry to hear about your experience with your Sony Mobile handset.

 

It's incredibly difficult to troubleshoot a problem that is not currently occurring. There could be many reasons why this happened. It could be software or hardware related, but to identify where the trouble is we need to eliminate what it is not.

 

If you do experience the issue again, I would recommend that you start by testing your phone in safe mode.


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.

Regular
Message 3 of 6
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Message 3 of 6

Re: XZ1 Dual charging and wifi problems

Don't you guys know what the led lights stand for?  The phone certainly detected issue, and you are telling me that I can't troubleshoot it?

Regular
Message 4 of 6
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Message 4 of 6

Re: XZ1 Dual charging and wifi problems

Problem returned, safe mode doesn't help. Phone keeps restarting.

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Sony Xperia Support
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Message 5 of 6

Re: XZ1 Dual charging and wifi problems

If the issue is still occurring in safe mode, we can assume the problem is not related to third party software.

Try these steps one after the other. Check whether the problem was solved after each step, before trying the next one.

  • Force the device to shut down and restart (hard reset).
  • Remove the SIM card, and then try restarting the device. If the device restarts successfully after you remove the SIM card, your SIM card may be damaged. Replace the SIM card.
  • Remove the SD card, and then try restarting the device. If the device restarts successfully after you remove the SD card, your SD card may be damaged. Replace the SD card.
  • Charge your device to at least 80%. If possible, try to backup all important data. Perform a software repair using Xperia™ Companion. Before performing a software repair, make sure you know your Google™ credentials. Depending on your security settings, you may need to enter them in order to start up the device after a software repair. Note! Try to back up all personal data before performing a software repair. All data in the internal memory is overwritten during a software repair. Content on an external SD card is kept.
  • Contact your retailer or a Sony Mobile repair partner. Note! Before handing the phone over for service, back up all your data to avoid possible data loss. Data on the device may get deleted when examined. Don't forget to bring proper documentation, for example, proof of purchase and warranty card. The documentation required may vary depending on market, country or region. If possible, deactivate Find My Device/Protection by my Xperia and remove the Google accounts on your device before sending it in for service or repair to prevent Find My Device/Protection by my Xperia or Google™ Device Protection from locking your device. 

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.

Inhabitant
Message 6 of 6
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Message 6 of 6

Re: XZ1 Dual charging and wifi problems

Did you get a look at how the phone shuts down? Did it power off or freeze and restart? My xz1 used to shut down while charging sometime back, but i think it was because of current surges through my wall socket. But I have experienced random freeze and restart problems twice on my phone. I worry whether this has damaged the motherboard.

Also, the wifi problem has something to do with software as many others have experienced this. Sony is currently working on an update for this.