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atomiclemur
Paper Tape
Posts: 5
Registered: ‎02-19-2018
Location: US
Views: 920
Message 11 of 40

Re: Moto Z - Dies when using camera, dies at random times

  • Did it. Still having the same issue. Here is a snapshot of the last day of my battery life if it helps. enjoy the roller coaster! Screenshot_20180525-152942.png

 

Senior MotoAgent
Senior MotoAgent
Posts: 4,712
Registered: ‎03-05-2018
Location: US
Views: 919
Message 12 of 40

Re: Moto Z - Dies when using camera, dies at random times

Hi atomiclemur,

 

Thanks for the screenshot. Could you 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

atomiclemur
Paper Tape
Posts: 5
Registered: ‎02-19-2018
Location: US
Views: 911
Message 13 of 40

Re: Moto Z - Dies when using camera, dies at random times

Just updated my info. You have my permission to check apps 

Senior MotoAgent
Senior MotoAgent
Posts: 4,712
Registered: ‎03-05-2018
Location: US
Views: 873
Message 14 of 40

Re: Moto Z - Dies when using camera, dies at random times

Hi Everyone, 

 

Are we using SD card? I'm thinking if this is somehow related to a faulty SD card. Please unmount the SD card and try to observe the camera. Thanks.

 

Best regards,
Rich
Motorola Support

AngusSckitt
What's DOS?
Posts: 1
Registered: ‎08-08-2018
Location: BR
Views: 773
Message 15 of 40

Re: Moto Z - Dies when using camera, dies at random times

Hello friends.

Fully reinstalling the camera app seems to be working well for me.

 

I do not use an SD card.

 

Regards,

Andre

Senior MotoAgent
Senior MotoAgent
Posts: 4,712
Registered: ‎03-05-2018
Location: US
Views: 754
Message 16 of 40

Re: Moto Z - Dies when using camera, dies at random times

Hi AngusSckitt,

 

Thanks for posting here. I'm glad that it works for you. 

 

Best regards,
Rich
Motorola Support

denzoid
Paper Tape
Posts: 2
Registered: ‎11-16-2018
Location: US
Views: 613
Message 17 of 40

Moto Z Shuts Off when Using Camera and Flash

Searched these forums and found similar threads/issues but they are either old and/or unsolved or marked solved when in fact they are not.

I purchased this phone 12-8-2017 and this has been a problem for quite some time but I didn't fully realize the extent until I updated to 8.0.0. 

This is the most problematic issue I am having atm there are other issues such as erratic/severe battery drainage, but this one issue is constant and happens repeatedly whenever I use the flash when taking pictures.

*Note* If I have phone connected via USB to a power supply this problem does not exist.

If using battery power it doesn't make any difference what percentage the battery is at, it shuts down always.

 

Fixes I have tried (with no change/fix to this issue):

Install third party Camera app

Bluetooth turned Off

Clear caches

Battery Calibration procedure

Start in Safe Mode

Factory Data Reset (with Apps)

Factory Data Reset (no third party apps)

 

 

Senior MotoAgent
Senior MotoAgent
Posts: 4,712
Registered: ‎03-05-2018
Location: US
Views: 579
Message 18 of 40

Re: Moto Z Shuts Off when Using Camera and Flash

Hi denzoid,

 

Thanks for posting. I appreciate all the steps you've tried. Is it still shutting down while using the third-party camera app? Are you getting an error message too? Try testing the Camera in the Device Help app > Fix > Hardware > Camera. Let me know how it goes. Thanks.

 

Best regards,
Rich
Motorola Support

denzoid
Paper Tape
Posts: 2
Registered: ‎11-16-2018
Location: US
Views: 565
Message 19 of 40

Re: Moto Z Shuts Off when Using Camera and Flash

Yes , it still shuts down when using a third party camera app, no error message(s), just shuts off.

Tested the camera via Fix>Hardware>Camera and it passed. Tested the Flash, and it passed (and the phone stayed on also) While I was in there I tested the battery and received the message "You may have a problem with the battery" and then the battery test was labeled as "Failed" with a red triangle. Ran the rest of the tests and all passed.

Senior MotoAgent
Senior MotoAgent
Posts: 4,712
Registered: ‎03-05-2018
Location: US
Views: 525
Message 20 of 40

Re: Moto Z Shuts Off when Using Camera and Flash

Hi denzoid,

 

Thanks for trying. It looks like a hardware causing an issue. You've tried doing the factory data reset without having your apps restored but the issue still persist. It could be the battery itself which needs a repair. I would suggest sending your phone to our technicians for repair. 

 

Best regards,
Rich
Motorola Support

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