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Moto Z Phones - Mod CapableMoto Z² Play
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12-06-2019

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Randomly restarts

2019-12-06, 0:35 AM

So my wife's phone started randomly restarting like bad. Anytime it rings or makes any sound at all it restarts. I thought no problem I bought an extended warranty it would cover this. So we send it in to have it fixed. They tell me they can't fix it due to physical damage. Her phone has always been in a case with a screen protector since the day she got it. But she dropped it a while back and got 1 crack across the screen that is barely noticeable. But because of this the warranty isn't valid???? Come on Motorola. This is not how you should treat customers. I have the same phone and the first time I dropped mine the screen shattered. This phone has a weaker screen than any phone I have ever had. Needless to say I am not happy with Motorola and can not recommend anyone buy they're phones but definitely do not buy they're extended warranty. It's worthless. Motorola just lost a long time customer.

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9 Posts

02-10-2019

DE

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Re: Z2 play self restarts and shut downs

2019-12-10, 22:59 PM

So as my own thread got closed i thought I'd post it here in order to being able to discuss this and also added a few notes...

 

Black Screen & Reboot issue could be battery related?

 

I'm kind of glad I'm not the only one having this black screen (&reboot) issue.

 

It started already quite some time ago and I'm having it almost every day.

 

Usually while using the camera or doing other stuff that could be battery intensive like playing videos or games or doing video chats.

 

What i figured out is that it only occurs when battery drops below a certain percentage, usually it's below 60%. If i don't have it discharged that much or leave it on the charger this doesn't occur, independently of how many days it's already running.

 

The screen goes black, sounds do continue to play and I can use the fingerprint sensor (so it vibrates) or do the flashlight gesture to turn it on & off, eventually the phone reboots and takes quite some time to do so, afterwards the battery is usually at around 40% and it's quite likely to happen again within the hour, after another restart it's usually between 20 and 30%.

 

So could it be an energy management or even battery issue or something similar?

 

I think it started when I was having massive battery drain issues and these started a short while after the last security update.

 

I also noticed, sometimes before the restart happens the white light above the top right of the screen is blinking for about minute or two, but not every time. I figured this happens when i connect it to the charger after the screen went black (i thought i might prevent a reboot and it eventually wakes the screen up again but it gets stuck infinitely and i have to keep pushing power to reboot manually).

 

This is really annoying and makes the phone almost unusable if you need to rely on it to work. Because the update to Android 9 is due since the beginning of the year I was hopeful that this will fix the issue but i'm beginning to lose hope as it's already delayed by almost a year.

 

*removed* motorola, please fix this! Otherwise I'll never buy one again and the Z2 Play is my third after the Defy+ and the G5. And I've convinced several friends and members of my family to also buy a motorola as I was quite satisfied and they trust my opinion. But I'm already looking for a new phone although this Z2 is not even 2 years old and it won't be a Motorola again if this is left unfixed.

 

Really disappointed

 

Marc

 

Edited: due to site rules violation -preferred language - Rich

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11959 Posts

03-05-2018

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Re: Z2 play self restarts and shut downs

2019-12-11, 18:39 PM

Hi,

 

If you are experiencing incorrect or inconsistent battery level, quick battery discharge, slow or erratic charging speeds, or sudden power off or rebooting, a battery calibration could correct the problem.

To perform a battery calibration:

  1. Force reboot the device by holding the power button until the device reboots
  2. Plug into the supplied charger
  3. Charge to 100% and leave on the charger for at least an additional hour after getting to 100%

We also recommend doing a full factory data reset without restoring apps. Backup your files before doing the reset. But don't restore/reinstall your files/third-party apps. Observe your phone without any apps installed and see if there's any improvement. Otherwise, we recommend sending the device for repair/replacement.

 

To perform a factory data reset:

Settings > System > Reset > Factory Data Reset

 

 

Thanks.

 

Best regards,
Rich
Motorola-Lenovo Support

 



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9 Posts

02-10-2019

DE

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Re: Z2 play self restarts and shut downs

2019-12-12, 15:48 PM
I already did that twice and while it fixed that rapidly discharging issue, the black screen & reboot issue happened again the very day after. i read on another thread that it's the battery which needs to be replaced. I'm going to wait a little longer if Android 9 fixes this issue too and if not, I'll send the device in to let you do that.
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1 Posts

12-29-2019

US

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Re: Z2 play self restarts and shut downs

2019-12-29, 1:30 AM

I've been having this problem for awhile. Glad to know I'm not the only one but from what I can see Lenovo isn't going to do anying about it. I didnt have the time to read every comment so if there is a fix please let me know

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2 Posts

08-08-2017

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Re: Z2 play self restarts and shut downs

2019-12-31, 0:29 AM

I fixed mine, it's called Samsung! I put that piece of crap Z2 PLAY on a piece of plywood and gave it both barrels of 12 gauge 00 buck! PROBLEM SOLVED!!!!

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1 Posts

03-26-2020

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Re:Moto Z2 Force randomly turning off & battery drain issue

2020-03-26, 20:23 PM

Hi,

My Moto Z2 Play randonly shut down. I am charging the battery. I have tried restarting by pressing the power button. Also tried the factory reset option by pressing the power and volume button down at the same time. I am just not able to get the phone to work. I live in portugal and this is not a very popular brand here. I bought the phone through Amazon Spain. How do I get this fixed? 

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1 Posts

03-30-2020

AR

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Re:Z2 play self restarts and shut downs

2020-03-30, 17:24 PM

Hi! The same thing happens to me. Every time I have a phone call, the phone shuts down itself. I did everything I could. But after shutting down, the battery is lower (like 20%) and sometimes it doesn't let me put on the cellphone. Please I need help.  

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11959 Posts

03-05-2018

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Re:Z2 play self restarts and shut downs

2020-03-31, 18:24 PM

Hi VivekAvari,

 

Thanks for posting. Pressing and holding the power button until reboots doesn't do factory data reset, that process is called power cycle, force reboot. There are some troubleshooting steps you can try on this thread, one of which is factory data reset that will delete all the data on your phone. Settings > System > Reset > Factory data reset. It is important not to restore apps/backup after doing this. Backup your important files so you won't lose them. Let me know if that helps. Thanks.

 

@Darmar23 I would also suggest doing the same troubleshooting steps. 

 

See here for more details. Thanks.

 

Best regards,
Rich
Motorola-Lenovo Support

 



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