Z2 play self restarts and shut downs

[D34dpool]

I have this phone for 3 months and I enjoy it, but since 2 or 3 weeks my phone just shuts down or restarts for no reason. Everytime I have more than 30% of battery so it isn't it. Today I was calling my friend, I switched to speaker mode and my phone shut down. The other time I was just playing a game on my phone and all of a sudden it shut down as well. I don't know where is the problem. I have the latest software.

[Moto_Ella]

Hi D34dpool, 

May I ask what happened before the issue start? I suggest calibrating the battery and see if it helps. Hold power button until device reboots. Upon reboot plug into the charger. Allow phone to charge to 100% and leave on the charger for at least an additional hour. let me know how it goes. 

Regards,
Ella
Motorola Support

[Harsha24]

My MotoZ2 play reboots automatically and then takes a little longer than usual to reboot.

I don't have any antivirus app or launcher which may mess with the software.

Even though the phone reboots, it doesn't. I am saying this cause the apps remain open.

[fparejo]

me too

[D34dpool]

It was okay for a couple of weeks but suddenly the issue came back. Now my screen usually goes black, with everything working (sound, or button) and I have to restart my phone. Last time it took around 5 minutes to boot up. Can you please help me to get off that issue, because I have to restart my phone usually once per day. It happens randomly, last time I was talking on Messenger with my friend and screen went black and only option to get it working is to restart the phone. 

[Moto_Ella]

Hi Harsha24 & fparejo, 

It is sad to hear that you have encountered such concern, but let me help. May I ask when and what happened before it start? How often does it reboot? Can you go to Settings > Storage > Internal storage > cached data.? You may also try booting it into safe mode. Let me know how it goes. 

Would you also update your profile with the serial/IMEI/MEID number of your phone? This will help us investigate. Make sure that your Motorola Privacy is enabled. Please check the link and update your profile here.

Regards,
Ella
Motorola Support

[Moto_Ella]

---

@D34dpool wrote:

It was okay for a couple of weeks but suddenly the issue came back. Now my screen usually goes black, with everything working (sound, or button) and I have to restart my phone. Last time it took around 5 minutes to boot up. Can you please help me to get off that issue, because I have to restart my phone usually once per day. It happens randomly, last time I was talking on Messenger with my friend and screen went black and only option to get it working is to restart the phone. 

---

Hi D34dpool, 

It really must have been hard for the phone to act up but let me see what I can do. May I ask what happened before the issue recur? Has the phone been updated recently? Please try booting your phone into safe mode and clearing cached data as well. Go to Settings > Storage > Internal storage > cached data. Let me know how it goes. 

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? Click on this link.

- Ella

[Agent_Swaraj]

Hi, All.

We are sorry to hear about that, could you help narrow does the issues:

1. How often does this happen?

2. Does this happen when you use any specific application/settings?

3. From when did this start? 

Can you test in Safe Mode to see if this is an app issue? To go into Safe Mode, press the physical power key, then press and hold the pop-up "Power off" key until the Safe Mode instructions pop up. Let us know if this helps?

Have you also, tried doing a clear cache partition and see if it may help.
 
Meanwhile, would you please update your profile with the serial/IMEI/MEID number of your phone? This will help us investigate. Make sure that your Motorola Privacy is enabled.
 
Please check the link and update your profile here.

Thanks,
Swaraj

Moto Support

[D34dpool]

I've updated my profile