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kiwox
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Message 1 of 18

Moto Z Droid device freezes and restart randomly

Hi,
After being an iPhone user for years, and developer fot iOS and Android, I decided to move to Android. Motorola is my favourite branch in this field, and Moto Z was my choice as it looks one of the most robust phone in the market.

I bought a Moto Z Droid (XT1650) last saturday. I felt very happy and wanted to replace my old iPhone...

I became very dissapointed when I start seeing it very very unstable. I was able to setup my google account, install some apps, but within 15~30 minutes of use, it just freezes and automatically restarts. 

The phone is brand new, closed box. Never used.
Just extracted from the box and start using it.

As I'm developer, I was thinking that device update was required. So I went ahead and updated everything, there were some updates. But even after the updates, the problem persists.

Then I tried all suggested options: Soft reset, cache wipe, factory reset... nothing changes.

IMEI 3541 0707 0591 842

What should I expect to do?

I didn't tried to make a debug with developer tools, but I will, to check if I can get some more information on this issue.

Senior MotoAgent
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Message 2 of 18

Re: Moto Z Droid device freezes and restart randomly

Hi kiwox,

 

Thank you for choosing Motorola. I am sorry as well if you're experiencing this kind of issue. We can submit your device for repair since you already perform a factory reset. I can personally assist you in the process. Just DM me your phone number.

 

Regards,

Joy

Motorola Support

kiwox
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Message 3 of 18

Re: Moto Z Droid device freezes and restart randomly

Thank you for your quick answer. 

I'm sending my contact information in a private message.

kiwox
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Message 4 of 18

Re: Moto Z Droid device freezes and restart randomly

Motorola [removed] and smile in my face.

 

After send my never-run-well Moto Z to US, after spent more than $400 because I had to pay to send from Argentina to US, and then from US to Argentina again.... today I got again my phone. 

 

SURPRISE FOR ME! It still having the problem!!!! [removed]

 

I sent my phone to Motorola and they returned it to me without touching it? I paid $600 to buy it, and then $400 more to "repair" and nothing... let say NOTHING changed. 

 

I don't know what should we do now. How much money should I spend to get a [removed] phone? 

 

I will let the people know about this case, in Argentina $1000 for a phone is a lot of money. I trusted Motorola, I use to recommend Motorola to my friends, but this is pure [removed], I have a $1000 brick for my desktop.

 

I'm very very frustrated. I feel stupid. And I don't know what to do now.

 

I will spread the social networks with this case, this will not finish here. You, Motorola, made me spent time and money, I don't deserve this.

 

  • Edited for site rule violation - language. Please follow all rules if you want to participate. Thanks. - Matt (Forums Manager)
Senior MotoAgent
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Message 5 of 18

Re: Moto Z Droid device freezes and restart randomly

Hi Mariano,

 

I know that this situation is quite upsetting. Here's the thing:

1. Keep in mind that the Moto Z Droid is designed to work exclusively for Verizon in the US. We can't guarantee the performance outside of the US and not on Verizon's network. That's why we also wonder why it doesn't fixed by repair.

2. Warranty is only in the country it was sold in, so it can only be claimed in the US. This is the reason why we do not recommend purchasing a US phone to be used in another country.

We will extend all the help we can give, but I want to set expectations that support is going to be difficult because you're using the phone outside of the US and not on Verizon network.

Kindly send a bug report of this issue. Bug report will collect information about your current device state.

 

Below are the steps for getting bug report:

    1. Go to Settings -> About Phone -> Tap on Build number seven times on the build number to enable a new Settings item, Developer options.
    2. Go to Settings ->Developer options -> Enable USB debugging > Toggle On 
  • Enable Settings -> Developer options -> Enable Bug Report shortcut > Toggle On
  1. Once the issue is reproduced: Go to Settings -> Developer options -> Click on take bug report or Press Power button and then choose Bug Report from the Power down menu.
  2. Wait for some time until the bug report is collected. It takes around 3 to 4 minutes tocollect the Bug Report.
  3. Then upload the BugReport to your personal Google Drive and then share the link tothe BugReport  on the forums in a reply or via a private message..
  4. Provide observations of what you saw happen right before the bug report was taken. Please indicate the local time when you observed the behavior.

Thanks,

Joy

Motorola Support

kiwox
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Message 6 of 18

Re: Moto Z Droid device freezes and restart randomly

kiwox
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Message 7 of 18

Re: Moto Z Droid device freezes and restart randomly

kiwox
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Message 8 of 18

Re: Moto Z Droid device freezes and restart randomly

I'm mobile developer, so I'm researching with Android Studio and Android Debugger. 

 

Here are the logs that I get right in the moment the device freezes.

 

12-18 15:09:21.137 1564-1630/? D/BatteryService: mLastPlugType/mPlugType:2/2
12-18 15:09:21.137 1564-1630/? D/BatteryService: set mLastPlugType to 2
12-18 15:09:21.141 2293-2293/? D/KeyguardUpdateMonitor: received broadcast android.intent.action.BATTERY_CHANGED
12-18 15:09:21.142 2673-2857/? W/QCNEJ: |CORE| CNE received unexpected action: android.intent.action.BATTERY_CHANGED
12-18 15:09:21.143 2293-2293/? D/KeyguardUpdateMonitor: handleBatteryUpdate
12-18 15:09:21.147 2267-2267/? D/VideoCall_LowBattery: BatteryIntent received: android.intent.action.BATTERY_CHANGED
12-18 15:09:21.152 2267-2267/? E/QtiImsExtUtils: getConfigForPhoneId subId is invalid
12-18 15:09:21.152 2267-2267/? E/QtiImsExtUtils: isCarrierConfigEnabled bundle is null
12-18 15:09:21.152 2267-2267/? D/VideoCall_LowBattery: allowVideoCallsInLowBattery: false isCarrierOneSupported: false mIsLowbattery: false
12-18 15:09:22.222 712-813/? W/SurfaceFlinger: Timed out waiting for hw vsync; faking it
12-18 15:09:22.228 712-811/? W/SurfaceFlinger: Timed out waiting for hw vsync; faking it
12-18 15:09:22.570 933-1395/? I/AudioFlinger: BUFFER TIMEOUT: remove(4096) from active list on thread 0xf2d83780
12-18 15:09:24.136 1564-2182/? E/WifiHAL: wifi_get_link_stats: requestResponse Error:-110
12-18 15:09:24.136 1564-2182/? E/wifi: android_net_wifi_getLinkLayerStats: failed to get link statistics
12-18 15:09:25.786 1564-2162/? D/BatteryService: uevent={POWER_SUPPLY_TEMP=317, POWER_SUPPLY_PRESENT=1, POWER_SUPPLY_STATUS=Full, POWER_SUPPLY_CAPACITY=100, ACTION=change, DEVPATH=/devices/soc/qpnp-smbcharger-17/power_supply/battery, SUBSYSTEM=power_supply, POWER_SUPPLY_VOLTAGE_NOW=4405644, SEQNUM=4861, POWER_SUPPLY_NAME=battery, POWER_SUPPLY_CURRENT_NOW=152, POWER_SUPPLY_CHARGE_COUNTER=2681000, POWER_SUPPLY_CHARGE_RATE=Normal, POWER_SUPPLY_HEALTH=Good}
12-18 15:09:25.790 1564-2778/? D/BatteryService: mLastPlugType/mPlugType:2/2
12-18 15:09:25.790 1564-2778/? D/BatteryService: set mLastPlugType to 2
12-18 15:09:25.799 2267-2267/? D/VideoCall_LowBattery: BatteryIntent received: android.intent.action.BATTERY_CHANGED
12-18 15:09:25.808 2267-2267/? E/QtiImsExtUtils: getConfigForPhoneId subId is invalid
12-18 15:09:25.808 2267-2267/? E/QtiImsExtUtils: isCarrierConfigEnabled bundle is null
12-18 15:09:25.808 2267-2267/? D/VideoCall_LowBattery: allowVideoCallsInLowBattery: false isCarrierOneSupported: false mIsLowbattery: false
12-18 15:09:29.398 2673-2857/? W/QCNEJ: |CORE| CNE received unexpected action: android.intent.action.BATTERY_CHANGED
12-18 15:09:29.539 1564-2182/? E/WifiHAL: wifi_get_link_stats: requestResponse Error:-110
12-18 15:09:29.540 1564-2182/? E/wifi: android_net_wifi_getLinkLayerStats: failed to get link statistics
12-18 15:09:34.143 1564-2182/? E/WifiHAL: wifi_get_link_stats: requestResponse Error:-110
12-18 15:09:34.143 1564-2182/? E/wifi: android_net_wifi_getLinkLayerStats: failed to get link statistics
12-18 15:09:34.954 2293-2293/? D/KeyguardUpdateMonitor: received broadcast android.intent.action.BATTERY_CHANGED
12-18 15:09:34.964 2293-2293/? D/KeyguardUpdateMonitor: handleBatteryUpdate
12-18 15:09:34.968 1564-2164/? D/MotoSensors: ALS 27
12-18 15:09:34.973 1564-2187/? E/WifiHAL: fetchLowiCbTableAndCapabilities: NULL lowi_handle, err: dlopen failed: library "/vendor/lib64/liblowi_wifihal.so" not found
12-18 15:09:34.973 1564-2187/? E/WifiHAL: getLowiCallbackTable: LOWI is not supported.
12-18 15:09:34.975 1564-2187/? E/WifiHAL: fetchLowiCbTableAndCapabilities: NULL lowi_handle, err: dlopen failed: library "/vendor/lib64/liblowi_wifihal.so" not found
12-18 15:09:34.975 1564-2187/? E/WifiHAL: getLowiCallbackTable: LOWI is not supported.
12-18 15:09:34.978 1564-2187/? E/WifiHAL: fetchLowiCbTableAndCapabilities: NULL lowi_handle, err: dlopen failed: library "/vendor/lib64/liblowi_wifihal.so" not found
12-18 15:09:34.978 1564-2187/? E/WifiHAL: getLowiCallbackTable: LOWI is not supported.
12-18 15:09:36.008 712-813/? W/SurfaceFlinger: Timed out waiting for hw vsync; faking it
12-18 15:09:36.111 712-811/? W/SurfaceFlinger: Timed out waiting for hw vsync; faking it

 

 

EDIT: More information about that error

 

Reading at the Android source code, I find the following block of code, that explains that message comes from a driver error.

 

Code from: https://android.googlesource.com/platform/frameworks/native/+/faf77cce9d9ec0238d6999b3bd0d40c71ff403...


// note: !timestamp implies signalConnections.isEmpty(), because we
// don't populate signalConnections if there's no vsync pending
if (!timestamp && !eventPending) {
// wait for something to happen
if (waitForVSync) {
// This is where we spend most of our time, waiting
// for vsync events and new client registrations.
//
// If the screen is off, we can't use h/w vsync, so we
// use a 16ms timeout instead. It doesn't need to be
// precise, we just need to keep feeding our clients.
//
// We don't want to stall if there's a driver bug, so we
// use a (long) timeout when waiting for h/w vsync, and
// generate fake events when necessary.
bool softwareSync = mUseSoftwareVSync;
nsecs_t timeout = softwareSync ? ms2ns(16) : ms2ns(1000);
if (mCondition.waitRelative(mLock, timeout) == TIMED_OUT) {
if (!softwareSync) {
ALOGW("Timed out waiting for hw vsync; faking it");
}
// FIXME: how do we decide which display id the fake
// vsync came from ?
mVSyncEvent[0].header.type = DisplayEventReceiver:Smiley Very HappyISPLAY_EVENT_VSYNC;
mVSyncEvent[0].header.id = DisplayDevice:Smiley Very HappyISPLAY_PRIMARY;
mVSyncEvent[0].header.timestamp = systemTime(SYSTEM_TIME_MONOTONIC);
mVSyncEvent[0].vsync.count++;
}
} else {
// Nobody is interested in vsync, so we just want to sleep.
// h/w vsync should be disabled, so this will wait until we
// get a new connection, or an existing connection becomes
// interested in receiving vsync again.
mCondition.wait(mLock);
}
}

Administrator
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Message 9 of 18

Re: Moto Z Droid device freezes and restart randomly

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. https://forums.lenovo.com/t5/Forum-Feedback/Complete-your-forums-profile/td-p/3339943

Please do not PM me - if you have issues, search the forums for threads on your topic and post there, or start a new thread. Thanks!
kiwox
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Message 10 of 18

Re: Moto Z Droid device freezes and restart randomly

Ok, thank you. I added the information there.

 

I was researching all over the night about this, I think it is related to a wifi driver issue. Now I'm seeing lot of people reporting similar issues after update to Nougat. 

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