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razrrazr (2020) / razr 5G
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13 Posts

03-01-2021

Egypt

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RAZR 5G (All screens blackout when locked after folding - until hard restart!)

2021-09-12, 12:59 PM

Hi There,

 

I started to have the following problem this morning and it's still persisting!

 

(Both screens black out when 'locked' after folding, during which the phone is still working and receiving calls and the only temp solution is to hard restart and then it happens again after I fold)

 

FYI, the last update I had was a recent security patch.

 

I can't fold the phone and leave it to lock otherwise it will black out and I'll have to hard restart!

 

Please help urgently!

 

AR.derwi

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4687 Posts

10-05-2016

United States of America

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  • Message 2 of 14

Re:RAZR 5G (All screens blackout when locked after folding - until hard restart!)

2021-09-12, 22:37 PM

Hi @ AR.Derwi ,

 

Sorry to know that your device's screens go black. For us to further assist you, we'll ask you for some details.

 

 

  • To confirm, when you fold the phone, do both screens go black after?
  • Are you saying that even the external screen is black while folded and can't see anything?
  • Have you updated all the apps after the update?
  • Since this happened after an update, have you tried resetting the device? 
  • Have you tried resetting the app preferences? If not, here's how:
  1. Go to Settings
  2. Apps & notification
  3. See all
  4. Tap 3 vertical dots on top
  5. Show System 
  6. Tap 3 vertical dots on top
  7. Tap Reset App preferences

Let us know.

 

Regards,
Jess
Motorola Support

 

Please do not send me a personal message regarding your concerns or questions if this can be posted to this community. We prioritize the ones posting on threads.
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13 Posts

03-01-2021

Egypt

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  • Message 3 of 14

Re:RAZR 5G (All screens blackout when locked after folding - until hard restart!)

2021-09-13, 5:29 AM

Hi Jess,

 

Here are my replies to you questions in order:

 

1. Yes, after I fold and the external screen times out, when I unfold both screens are pitch black but the phone is on and receiving calls/notification..etc but pitch black until I force restart. (Note: If I fold and then quickly unfold before the external screen times out this doesn't happen! however, this means I have to walk around with the phone unfolded!)

 

2. Yes, even the external display.

 

3. I just updated all the apps (nothing changed)

 

4. This started to happen yesterday, the security patch was about a week ago / as for resetting the phone (do I have to? / What about my data?)

 

5. I just reset the app preferences (nothing changed)

 

Please advise (The situation is extremely frustrating).

 

Thank you,

 

AR

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3692 Posts

03-04-2016

India

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  • Message 4 of 14

Re:RAZR 5G (All screens blackout when locked after folding - until hard restart!)

2021-09-13, 6:31 AM

@ AR.Derwi wrote:

Hi Jess,

 

Here are my replies to you questions in order:

 

1. Yes, after I fold and the external screen times out, when I unfold both screens are pitch black but the phone is on and receiving calls/notification..etc but pitch black until I force restart. (Note: If I fold and then quickly unfold before the external screen times out this doesn't happen! however, this means I have to walk around with the phone unfolded!)

 

2. Yes, even the external display.

 

3. I just updated all the apps (nothing changed)

 

4. This started to happen yesterday, the security patch was about a week ago / as for resetting the phone (do I have to? / What about my data?)

 

5. I just reset the app preferences (nothing changed)

 

Please advise (The situation is extremely frustrating).

 

Thank you,

 

AR

Hi AR.Derwi

 

Thank you for writing us back, we would request you to take a Back up and perform a Factory Data Reset to see if that helps. you can also use our RSA tool to backup or restore photos, videos, audio files, and contacts. Please take note that you may still have to back up your SMS to Google as the tool may not be able to restore/backup messages.

 

Thanks

Sandip

 



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13 Posts

03-01-2021

Egypt

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  • Message 5 of 14

Re:RAZR 5G (All screens blackout when locked after folding - until hard restart!)

2021-09-13, 12:17 PM

Hi Sandip,

 

I've applied the reset through the RSA tool and the problem still presists!

 

Please advise as I'm totally drowning here!

 

Thx,

 

AR

 

 

 

 

 

 

 

 

 

 

 

 

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13 Posts

03-01-2021

Egypt

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  • Message 6 of 14

Re:RAZR 5G (All screens blackout when locked after folding - until hard restart!)

2021-09-14, 4:28 AM
Any news? (My situation is extremely inconvenient at the moment!)
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13 Posts

03-01-2021

Egypt

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  • Posts: 13
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  • Message 7 of 14

Re:RAZR 5G (All screens blackout when locked after folding - until hard restart!)

2021-09-14, 15:56 PM

Hi Sandip,

 

I didn't get any response from your end until now, and the problem I'm facing is negatively affecting both my personal and business life.

 

I'd very much appreciate your response at the soonest.

 

Thanks,

 

AR 

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3692 Posts

03-04-2016

India

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  • Message 8 of 14

Re:RAZR 5G (All screens blackout when locked after folding - until hard restart!)

2021-09-15, 3:56 AM

@ AR.Derwi wrote:

Hi Sandip,

 

I didn't get any response from your end until now, and the problem I'm facing is negatively affecting both my personal and business life.

 

I'd very much appreciate your response at the soonest.

 

Thanks,

 

AR 

Hi,

 

Sorry for the delay, Our best advice for this situation is that you submit your device for review and repair at one of our service centers so that the repair engineer could examine your unit and provide a proper resolution.  @Moto_Sara would like to look into your case and see what would be the best solution for you.

 

Regards

Sandip



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226 Posts

04-03-2018

United Kingdom of Great Britain and Northern Ireland

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  • Message 9 of 14

Re:RAZR 5G (All screens blackout when locked after folding - until hard restart!)

2021-09-15, 8:21 AM

@ AR.Derwi wrote:

Hi Sandip,

 

I didn't get any response from your end until now, and the problem I'm facing is negatively affecting both my personal and business life.

 

I'd very much appreciate your response at the soonest.

 

Thanks,

 

AR 

 

Hi AR.Dewi, 

 

We would be happy to point you in the right direction for help. Could you send me a PM with your IMEI number? 

 

Kind regards, 

 

Sara

 

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13 Posts

03-01-2021

Egypt

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  • Posts: 13
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  • Message 10 of 14

Re:RAZR 5G (All screens blackout when locked after folding - until hard restart!)

2021-09-15, 9:41 AM

Hi Sara,

 

Here's my IMEI#: (Removed)

 

Appreciate your prompt response!

 

Than you,

 

AR

 

Note: Removed IMEI for privacy and updated in your profile. -Sandip

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