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GabriQ
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Posts: 12
Registered: ‎03-30-2014
Location: RO
Views: 496
Message 71 of 221

Re: Z2 play self restarts and shut downs

NonaZag
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Posts: 9
Registered: ‎03-25-2018
Location: BG
Views: 480
Message 72 of 221

Re: Z2 play self restarts and shut downs

Hello,

 

The info is updated via the link you gave me.

NonaZag
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Posts: 9
Registered: ‎03-25-2018
Location: BG
Views: 479
Message 73 of 221

Re: Z2 play self restarts and shut downs

Hello,

The info is updated via the link.
Senior MotoAgent
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Posts: 5,941
Registered: ‎12-04-2017
Location: IN
Views: 452
Message 74 of 221

Re: Moto z2 play reboots automatically


@kvsanju wrote:

@Agent_Swarajwrote:

@kvsanjuwrote:

@kvsanjuwrote:

@Agent_Swarajwrote:

@kvsanjuwrote:

This happpens when the batter is between 78 and 81 %. 


Can you test in Safe Mode to see if this is an app issue? let us know if the issue still persists in safe mode?

 

Meanwhile, 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.

Update your profile -link

 

Thanks,

Swaraj


Sure you a can access and see if the cause is due to an application.

 

Already my details are updated. 


Yes , last Saturday I have tried safemode. The device restated few minutes back.



@kvsanjuwrote:

@kvsanjuwrote:

@Agent_Swarajwrote:

@kvsanjuwrote:

This happpens when the batter is between 78 and 81 %. 


Can you test in Safe Mode to see if this is an app issue? let us know if the issue still persists in safe mode?

 

Meanwhile, 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.

Update your profile -link

 

Thanks,

Swaraj


Sure you a can access and see if the cause is due to an application.

 

Already my details are updated. 


Yes , last Saturday I have tried safemode. The device restated few minutes back.


Thank you for the prompt response, if the frequency of restart on your device is same on safe mode then we would like to request you to perform FDR without restoring any apps and observe it for a while? Could you also confirm if this happens randomly at any battery percentage? 

 

As looking at your serial number, I do see that there are few apps such as ( WhatsApp, Idfc bank app, and Facebook) causing a constant crash on your device.

 

Hope this helps.

 

Thanks,

-Swaraj


I have done that too, however, the device restarted when there are no applications in it.

 

By monitoring for the past few weeks, I have observed that the device restarts when the battery level reaches 80%, however for the past 3 days it came down to  77 or 78%. 

 

The device is 25 days old and only one day it operated without restarting.


Thank you for confirming, If you did a factory data reset and tested BEFORE installing or restoring ANY apps, and problem persists, then service/repair/replace is next step.

 

Thanks,

-Swaraj

Senior MotoAgent
Senior MotoAgent
Posts: 5,941
Registered: ‎12-04-2017
Location: IN
Views: 450
Message 75 of 221

Re: Z2 play self restarts and shut downs


@GabriQ wrote:

38% battery. I was browsing the XDA website with Chrome.

Here is the bug report:

 

https://drive.google.com/file/d/1vJ44vJuh1RHgcoJcCkLdCmYfbxXMpNlt/view?usp=drivesdk


Thank you for sharing us the Bug Report, we have shared the same with our Engineer team for further evaluation. We will keep you posted on any further updates received.

 

Thanks,

-Swaraj

Senior MotoAgent
Senior MotoAgent
Posts: 5,941
Registered: ‎12-04-2017
Location: IN
Views: 447
Message 76 of 221

Re: Z2 play self restarts and shut downs


@NonaZag wrote:

Hello,

 

The info is updated via the link you gave me.


Thank you for updating your profile, we will have someone replicate your concern. Meanwhile, could you please confirm if the issue still persists in safe mode?

 

Thanks,

-Swaraj

Senior MotoAgent
Senior MotoAgent
Posts: 5,941
Registered: ‎12-04-2017
Location: IN
Views: 445
Message 77 of 221

Re: Z2 play self restarts and shut downs

Hi All.

 

Please be advised that we have reported the issue with our product team and engineer team for further investigation. We will keep you posted on any further updates. Please update your profile with IMEI number if you have not done yet.

 

Thanks,

-Swaraj

kvsanju
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Posts: 15
Registered: ‎03-05-2018
Location: SA
Views: 443
Message 78 of 221

Re: Z2 play self restarts and shut downs

Already updated the profile

GabriQ
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Posts: 12
Registered: ‎03-30-2014
Location: RO
Views: 435
Message 79 of 221

Re: Z2 play self restarts and shut downs

Please, investigate and fix this issue. It is so frustrating and irritating. Moto Z2 Play is my first Motorola phone with this kind of behavior. Im using only Motorola phones since 2003 and never have problems.

NonaZag
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Posts: 9
Registered: ‎03-25-2018
Location: BG
Views: 414
Message 80 of 221

Re: Z2 play self restarts and shut downs

Yes, in safe mode the problem still continues

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