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whitecap158
Fanfold Paper
Posts: 11
Registered: ‎03-04-2019
Location: US
Views: 367
Message 1 of 12

Moto Z3 Play automatic restarting problem

I recently bought a Moto Z3 play prime exclusive phone, and it has never stayed on for more than 25 minutes. Is this a battery defect, or can I do something to fix it?

 

*Update*

I just updated my phone, and now it wont power on past the startup animation

Senior MotoAgent
Senior MotoAgent
Posts: 4,476
Registered: ‎03-05-2018
Location: US
Views: 314
Message 2 of 12

Re: Moto Z3 Play automatic restarting problem

Hi whitecap158,

 

Thanks for posting. Did you restore all your apps and files from your old phone to your new phone? 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-Lenovo Support

whitecap158
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Posts: 11
Registered: ‎03-04-2019
Location: US
Views: 260
Message 3 of 12

Re: Moto Z3 Play automatic restarting problem

Feel free to look at anything on the phone

SDLightning
SCSI Port
Posts: 45
Registered: ‎12-12-2018
Location: US
Views: 226
Message 4 of 12

Re: Moto Z3 Play automatic restarting problem

Do you have a thick protective case around your phone? I have found a few times that if you have it in your pocket or accidently press the power button underneath may actually get the button stuck once in a while, resulting in reboots(I also found out when driving and having the phone clamped on a winshield carrier keeps it looping too as it put pressure on the power button). 

Senior MotoAgent
Senior MotoAgent
Posts: 4,476
Registered: ‎03-05-2018
Location: US
Views: 190
Message 5 of 12

Re: Moto Z3 Play automatic restarting problem

Hi whitecap158,

 

Thanks for updating your profile. I'm seeing several crashes with your apps. Please make sure all apps are updated in Playstore. Check if you have System Update too. Also, boot and leave your phone in safe mode until the phone restarts again. 

 

To Enable Safe Mode
1. Press and hold the Power button until Power off comes up on the screen.
2. Touch and HOLD Power off on the screen until reboot to safe mode appears.


Best regards,
Rich
Motorola-Lenovo Support

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whitecap158
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Posts: 11
Registered: ‎03-04-2019
Location: US
Views: 184
Message 6 of 12

Re: Moto Z3 Play automatic restarting problem

Could you tell me which apps are crashing? Also, do you know why the phone restarts right after being plugged in?

Senior MotoAgent
Senior MotoAgent
Posts: 4,476
Registered: ‎03-05-2018
Location: US
Views: 159
Message 7 of 12

Re: Moto Z3 Play automatic restarting problem


@whitecap158 wrote:

Could you tell me which apps are crashing? Also, do you know why the phone restarts right after being plugged in?


I'm seeing several crashes with Amazon Alexa, and oddly with the Moto Help app. I can't tell that for sure, but let's isolate the case by troubleshooting. Make sure all apps and system software are up to date. Boot and leave your phone in safe mode.

 

Best regards,
Rich
Motorola-Lenovo Support

whitecap158
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Posts: 11
Registered: ‎03-04-2019
Location: US
Views: 152
Message 8 of 12

Re: Moto Z3 Play automatic restarting problem

After updating all my apps and ensuring that my software was up to date, I booted the phone into safe mode and plugged it in. less than ten minutes later, it restarted. It is important to note that the two apps that were crashing were both functional while in safe mode.

Senior MotoAgent
Senior MotoAgent
Posts: 4,476
Registered: ‎03-05-2018
Location: US
Views: 93
Message 9 of 12

Re: Moto Z3 Play automatic restarting problem

Hi whitecap158,

 

Thanks for trying. It looks like a hardware failure. Try performing a full factory data reset without restoring your apps/files. We need to observe the phone without any files installed on your phone. Backup your files before doing the reset so you won't lose them. If auto power cycle persists I recommend sending the phone for repair/replacement. 

 

Best regards,
Rich
Motorola-Lenovo Support

whitecap158
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Posts: 11
Registered: ‎03-04-2019
Location: US
Views: 55
Message 10 of 12

Re: Moto Z3 Play automatic restarting problem

I disabled the apps and the problem went away, but now the phone wont charge

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