topic Re: Z5 crashing in XPERIA archive

Z5 crashing

JamieMck — Tue, 12 Apr 2016 00:36:50 GMT

Hi there,

I received my Z5 as an upgrade as part of my contract.

I've had the phone for around two days, however this issue has been present since the first boot up.

I have downloaded the PC Companion and am told the phone and its software is up to date.

Whenever I boot up snapchat, the entire phone freezes and then crashes. The screen goes black and then comes back on with whatever the screen was at when it crashed, then slowly fades with red lines running from top to bottom of the screen. After which, the phone reboots.

Assuming it was snapchat, I uninstalled the app and re-installed, however the same issue is present. I went into settings and attempted to run the phone diagnostic tests. The main camera was fine, passing the test. When I moved onto the second part, the front camera, the phone lagged quite badly and then crashed. Once the phone restarted, I went back into the front camera and, upon opening it, the phone screen crashed, looking like an old television with static on the screen before rebooting again.

I'm lead to believe this is the front camera that's causing the issue, seeing as Snapchat runs off of the front camera upon app start up.

Re: Z5 crashing

CameronT — Tue, 12 Apr 2016 00:42:04 GMT

Hi @JamieMck,

Welcome to the community.

It does seem the camera app is causing the issue, based on the information you have provided.

Are you on Lollipop or Marshmallow?

Re: Z5 crashing

JamieMck — Tue, 12 Apr 2016 00:50:14 GMT

Android 5.1.1 - Lollipop.

When I go into software updates, it tells me my phone is on the current version of Android

Re: Z5 crashing

CameronT — Tue, 12 Apr 2016 00:51:07 GMT

@JamieMck,

Go to Settings > Apps > All > Camera > Clear Data > Force Stop. Try it again and see if the same thing is happening.

Re: Z5 crashing

JamieMck — Tue, 12 Apr 2016 00:55:46 GMT

Done,

Unfortunately, the same error occurs in the diagnostic checks. The front camera works as normal until I press the button to capture, then it freezes and reboots.

Re: Z5 crashing

Uliwooly — Tue, 12 Apr 2016 00:57:41 GMT

@JamieMck

Remove the SD card and then boot in >>> safe mode

Re: Z5 crashing

JamieMck — Tue, 12 Apr 2016 01:07:12 GMT

I removed the Micro SD, booted into safe mode, cleared camera data, force stopped and attempted the diagnostic check again, however it still crashed.

I'm not sure if it helps at all, but when the phone does crash, the led at the top flashes red three times.

Re: Z5 crashing

CameronT — Tue, 12 Apr 2016 01:13:15 GMT

@JamieMck,

Doesn't seem like it's an app specific issue then. Might be the firmware. You may have to run a software repair next.

Re: Z5 crashing

JamieMck — Tue, 12 Apr 2016 01:17:22 GMT

I'd ran a software repair yesterday if I'm not mistaken. It rolled the phone back to the basics, wiping my contacts etc. Afterwards, the issue still persisted.

Re: Z5 crashing

CameronT — Tue, 12 Apr 2016 01:22:27 GMT

@JamieMck,

If the software repair hasn't helped, you will have to contact your local support team to arrange a repair.

Re: Z5 crashing

JamieMck — Tue, 12 Apr 2016 01:24:05 GMT

Alright, thanks for your help so far.

Re: Z5 crashing

CameronT — Tue, 12 Apr 2016 01:26:57 GMT

@JamieMck,

No problem. Let us know how you get on.