Phone misbehaving bigly

[PattiCakeUS]

I've had my Nexus 5X since April 2016, it's worked flawlessly until today. I looked at facebook this morning before work & sent a few texts, no problems. I'm on Google Fi, also on the Google beta program and got either a beta or the standard monthly Google update the middle of last week.

This morning I got to work, took my phone out of my purse, & noticed the screen was black with the white Google logo. I thought "huh, that's weird" and watched while my phone continued to go between just a black screen, or a black screen with the Google logo.

Next, I decided to wipe the cache (because it's an easy thing to do & I thought maybe it would magically fix things) - but it didn't make any difference. Lastly, I thought I may as well suck it up & do a factory reset, so I did that, then did a restart. Still black screen, Google logo. I tried a factory reset again (hey, why not, right?) but the 2nd time it got hung up somewhere in the process, & informed me "Encryption unsuccessful" and asked me if I wanted to do a factory reset. Gee, yeah I think I would *rolls eyes*. I pushed the little onscreen button to make it so - but it looped back to the same "Encryption unsuccessful" message again.

At this point, since I bought my phone direct from Google & bought the 2 year warranty, I filled out an insurance claim & am waiting for them to confirm they're going to replace my phone.

Has anyone had their 5x replaced recently? I'm just curious if they're still able to replace them, since it looks like they don't sell them any longer.

 

[Rock101]

I've had my Nexus 5X since April 2016, it's worked flawlessly until today. I looked at facebook this morning before work & sent a few texts, no problems. I'm on Google Fi, also on the Google beta program and got either a beta or the standard monthly Google update the middle of last week.

This morning I got to work, took my phone out of my purse, & noticed the screen was black with the white Google logo. I thought "huh, that's weird" and watched while my phone continued to go between just a black screen, or a black screen with the Google logo.

Next, I decided to wipe the cache (because it's an easy thing to do & I thought maybe it would magically fix things) - but it didn't make any difference. Lastly, I thought I may as well suck it up & do a factory reset, so I did that, then did a restart. Still black screen, Google logo. I tried a factory reset again (hey, why not, right?) but the 2nd time it got hung up somewhere in the process, & informed me "Encryption unsuccessful" and asked me if I wanted to do a factory reset. Gee, yeah I think I would *rolls eyes*. I pushed the little onscreen button to make it so - but it looped back to the same "Encryption unsuccessful" message again.

At this point, since I bought my phone direct from Google & bought the 2 year warranty, I filled out an insurance claim & am waiting for them to confirm they're going to replace my phone.

Has anyone had their 5x replaced recently? I'm just curious if they're still able to replace them, since it looks like they don't sell them any longer.

I'm sure if you check your agreement that it does not give you the right to a new phone

 

[Rock101]

I'm sure if you check your agreement, Google is not obligated to supply you a new phone, it'll be a refurb.

 

[PattiCakeUS]

I wasn't expecting anything other than a refurb, I was just wondering if anyone here has had theirs replaced recently, since Google no longer sells this phone. I thought they might not even have refurbs any more.

I finally got my tracking number on my replacement phone so it should be arriving tomorrow. It's so hard not having a phone for a few days!

 

[Clementine_3]

I have nothing, just stopping in to give a friendly wave and giggle at bigly.

 

[codesplice]

Oh no, @PattiCakeUS! I hate that you got hit by this bootloop issue which (unfortunately) does seem to be going around. Signs point to a hardware failure of some sort, and the encryption failure suggests that the storage chip might be the culprit. That said, I commend you on your troubleshooting efforts!

I'm glad to hear that you were able to get a replacement device dispatched so quickly, and I sincerely hope that it will serve you well.

(And also that my wife's 5X and my 6P can last until the new Pixels come out in the fall.... *fingers crossed*)

 

[PattiCakeUS]

Oh no, @PattiCakeUS! I hate that you got hit by this bootloop issue which (unfortunately) does seem to be going around. Signs point to a hardware failure of some sort, and the encryption failure suggests that the storage chip might be the culprit. That said, I commend you on your troubleshooting efforts!

I'm glad to hear that you were able to get a replacement device dispatched so quickly, and I sincerely hope that it will serve you well.

(And also that my wife's 5X and my 6P can last until the new Pixels come out in the fall.... *fingers crossed*)

Thanks, I hope so too! I got the replacement today, & it sure looks like a brand new phone to me. There are no scratches or scuffs or anything.

I also ordered the Pixel XL to try out. Right now you can get a free Google Home device so that's another fun thing to play with. If the Pixel seems good, I might be able to get my guy to switch to Fi service & use it (his current phone is a Note 5 on Sprint), he has 3 months left on his contract & would need to pay $160 to actually buy his phone, which I think is crazy. If he doesn't like it, I may end up keeping it myself, but we'll see what happens when it arrives