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05-03-2018

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'Camera has stopped' error on Moto Z Play Droid

2018-05-03, 16:08 PM

Hey everyone,

 

I recently bought a Moto Z Play droid second hand and all seemed to be going well until I tried using the camera. Everytime I try and open the camera app I get the message 'The Camera has stopped'. If I try and use a third party camera app it just says 'Failed to open camera'. Here's a video of what i'm talking about:

 

https://imgur.com/a/cAluUSR

 

The flashlight function also doesn't work(I assume because it uses the flash light of the camera?). I'm kind of assuming it's a hardware problem and I'm just out of luck based on what I've tried - but I thought i'd see if anyone has any advice.

 

Things I've tried:
-safe mode

-3rd party camera app

-clearing 'camera' and 'camera tuner' app's data/cache 
-factory reset

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Re: 'Camera has stopped' error on Moto Z Play Droid

2018-05-03, 17:31 PM

Hi Half-Blue,

 

Sorry to know about that. The only option left I think we missed is to force stopped your camera (Settings > Apps > Camera > Force Stopped). I'd just like to verify, do your applications reinstalled automatically after the reset? 

 

Please update your profile with current phone, carrier and serial number -- this will help me investigate. Please make sure that the options under Settings > Motorola Privacy are on as well, and let me know (just reply here) if it's okay for me to look at your apps to see if they are a source of problems.

Need help updating your profile? See here

 

Best regards,
Rich
Motorola Support



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Re: 'Camera has stopped' error on Moto Z Play Droid

2018-05-03, 17:34 PM
Hey Rich,

You're more than welcome to look at any apps to see if it's causing the problem. Unfortunately I have tried forcing stop on camera, but the problem always persists. If it helps at all, sometimes i get the 'camera has stopped' message when i'm not even trying to use the camera. It will just randomly pop up when i'm doing other things on my phone
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Re: 'Camera has stopped' error on Moto Z Play Droid

2018-05-03, 17:50 PM

From what you have described it sounds like a hardware failure.  You could try going to Settings > Device Help > Fix tab > Hardware Tests > and run the Rear camera and Flash tests to see what happens.  Did the seller happen to rpovide any kind of return or faulty equipment warranty?

~Scott
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Re: 'Camera has stopped' error on Moto Z Play Droid

2018-05-03, 18:03 PM

I kinda figured that it was a hardware failure. I got the phone off of ebay and it was an As Is auction so i can't be too upset that something doesn't work. Interestingly enough though, camera and flash tests do not even appear as options in my hardware tests (I've updated the imgur album with a picture of what i see for hardware tests).

 

I did read on one forum post someone had a simmilar problem and "tightning the screws on the back of the case" fixed the issue, but it looks like doing that would require using a heat gun to open the case and it's probably all around more trouble than it's worth

 

Out of curiosity, if i bought a moto camera mod, do you think it would function correctly?

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Re: 'Camera has stopped' error on Moto Z Play Droid

2018-05-03, 18:29 PM

If the Camera and Flash do not appear in the Hardware Test section that must mean that Android does not even recognize that the camera is hooked to the phone.  I wonder if someone took the phone apart and left the camera disconnected?  I don't know if the Hasselblad Mod would work or not, not sure if it's tied to the built-in camera in any way.  It would be an expensive idea to test.

~Scott
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Re: 'Camera has stopped' error on Moto Z Play Droid

2018-05-03, 18:38 PM
Well it's also a moto z droid(the Verizon version) which is unlocked even though apparently that's supposed to be impossibe (I'm using it on at&t) so they definitely did something to it :P anyway thanks for all your help!
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  • Message 8 of 16

Re: 'Camera has stopped' error on Moto Z Play Droid

2018-05-03, 19:03 PM

Hi Half-Blue,

 

Thanks for updating your profile. I haven't seen any apps that may cause this issue. However, can you please check your camera settings? Please go to Apps > Camera > Permission (Make sure all are enabled). Also does the "large text" enabled in the Settings? Please check Settings > Accessibility > Disable Large Text.  If nothing has changed please uninstall updates from the camera. Go to Settings > Apps > Camera > 3 dots > Uninstall Updates.

 

Best regards,
Rich
Motorola Support



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Re: 'Camera has stopped' error on Moto Z Play Droid

2018-05-03, 19:09 PM
Hi Rich,

I've tried all three of those settings but unfortunately the error is still there
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Re: 'Camera has stopped' error on Moto Z Play Droid

2018-05-03, 20:16 PM

Hi Half-Blue,

 

I actually consulted my team in regard to this. We suspect that this is more likely a hardware issue. We've verified that you already reset the phone and yet camera still shows crashing even after the reset. I believe that we've already performed all necessary troubleshooting steps I'm not seeing any other things we can do to sort this out. In this case, I would suggest sending the phone for repair/replacement. You can contact us to check your warranty option, here's the link. Thanks.

 

Best regards,
Rich
Motorola Support



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  • Message 11 of 16

Another Moto Z Play with "Camera has stopped" error.

2018-05-04, 0:04 AM

The wife and I bought 2 Moto Z Play Droid phones from Verizon a bit over a year ago. Recently, her camera stopped working. It would pop up a "Camera has stopped" error message. I could usually clear it up by force-stopping the Camera app and maybe also rebooting the camera. At the suggestion of a Verizon employee, I did a factory reset on the phone but that didn't clear it up. 

 

I see others with this issue on this forum. One suggestion was:

 

However, can you please check your camera settings? Please go to Apps > Camera > Permission (Make sure all are enabled). Also does the "large text" enabled in the Settings? Please check Settings > Accessibility > Disable Large Text.  If nothing has changed please uninstall updates from the camera. Go to Settings > Apps > Camera > 3 dots > Uninstall Updates.

 

I checked by permissions and made sure they were all enabled (though I don't see why the camera needs access to my phone and contacts). I don't even see a "Disable Large Text" option under Settings > Accessibility. I have gone the camera settings and uninstall all updates. Still no joy.

 

Another suggestion was:

 

You could try going to Settings > Device Help > Fix tab > Hardware Tests > and run the Rear camera and Flash tests to see what happens. 

 

Perhaps it's my version of Android (I have 7.1.1 if that makes a difference), but I don't see this as an option either.

 

I bought this phone on a 2-year payment plan and I still have 10 months or so to go on it, despite it being out of warranty. Being retired, I'm not in a position to pay it off and buy another phone just to get the bloody camera working. I wouldn't even bother except that MoviePass is now requiring me to take a picture of my ticket stub and send it in as part of the check-in process.

 

Reps at three different Verizon stores have told me that they have seen this problem and while it is not common, it seems to be a known issue. What can I do to fix it on my own (if that's possible)? How much would it cost to have it fixed (if it is not fixable by me)?

 

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Re: Another Moto Z Play with "Camera has stopped" error.

2018-05-04, 18:31 PM

Hi JerryLBell,

 

Sorry to know that you're also having this issue. I'm the one moderating Z series community so I merged your post here. Do you still remember anything before this issue occurred? 

 

Best regards,
Rich
Motorola Support



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Re: Another Moto Z Play with "Camera has stopped" error.

2018-05-08, 19:49 PM

Do you still remember anything before this issue occurred? 

 

I remember a LOT before this issue occurred. It didn't damage my memory at all!

 

Joking aside, the problem started not long (but not immediately) after the latest system update. I think I've given all the other pertinent details in my original post. 

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Re: Another Moto Z Play with "Camera has stopped" error.

2018-05-16, 21:29 PM

Hi JerryLBell,

 

Thanks for updating. This is more likely a hardware issue. I would suggest sending the phone for repair/replacement. Here's the link to the instruction.  You may also contact us in case you need further assistance regarding your warranty options. Thanks.

 

Best regards,
Rich
Motorola Support



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2 Posts

03-28-2017

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  • Message 15 of 16

Re: Another Moto Z Play with "Camera has stopped" error.

2018-05-23, 16:55 PM

Hi, 

 

Like Jerry's issue, I havethe Moto Z Play and I just recently did a update. I have the same problems with my camera.  I have tried the methods suggested on here and still nothing..

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11-15-2018

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  • Message 16 of 16

Re: 'Camera has stopped' error on Moto Z Play Droid

2018-11-15, 17:43 PM

Guys, I had the same problem. 

 

I just removed the smart lock ( Facial recognition ). 

 

Settings -> Security -> Smart Lock -> Trusted Face -> Delete

 

Then

 

Settings -> App -> Camera ->Force Stop ----- Disable and again Enable.

 

Power off Device ( Don't restart ), for some reason it works only when you power off and On the device. 

 

Fortunately this worked for me. Hope it works for you guys.

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