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Support The phone keep Restarting.

Discussion in 'Android Devices' started by eyalan, Feb 3, 2014.

  1. eyalan

    eyalan Lurker
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    Today my Nexus-5 suddenly turned off and since then it doesn't load.

    When I turn it on it keep restart itself over and over - sometimes I can see Google is logo for one second and it restart it self again, sometimes I can see the three circle but again only for one second and... restart.

    I was trying to press on-button + volume-down, the phone is entering this mode but restarts it self after one second!

    My battery is full!
    I did not download anything or saved anything.

    Please advise.
    Thanks.
     

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  2. jj14x

    jj14x Android Expert
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    Are you rooted? What were you doing when it turned off the first time?

    (is the phone brand new - first time you turned it on? - "I did not download anything or saved anything?) Or did you mean that you think you didn't download/install any malicious/buggy app?
     
  3. eyalan

    eyalan Lurker
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    No, I did not root or change anything - it's as I got it from Google.
    When it turned off the first time I was trying to turn it on.
    The phone is one month old!
    Yes, I did not download/install any malicious/buggy app or file.

    The phone turned off while I sent whatsapp message.

    Thanks.
     
  4. jj14x

    jj14x Android Expert
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    When you press volume down and power button, it enters bootloader mode, and restarts from there too? If you can get into bootloader, you could try a factory reset from there, but obviously, that requires your phone to not restart upon entering the bootloader mode

    Check to see if the power button is sticking (maybe it is stuck). Else, contact Google for a replacement
     
  5. eyalan

    eyalan Lurker
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    I was just thought the same (about the stuck button) so I hit him few times. (also because I am frustrated) the phone just back to life.

    Thanks.
     
  6. Tyseyh

    Tyseyh Android Expert
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    I'd still be tempted to send it back for a swap to be honest.
     
  7. JBentleyR

    JBentleyR Android Enthusiast
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    This has happened to me a couple of times in the past (not rooted, not doing anything at the time) and when I have asked for advice (I thought it might have been on here, but I can't find it) I was told that it's something that just happens from time to time!

    Today, however, it happened again - twice in succession - whilst my wife and I were following navigation directions on Google Maps. When it had re-started for the second time, I had to re-enter the destination and hope that it would pick up from where it had left off which, thankfully, it did. However, if this is going to keep happening I'd regard it as being an unreliable system.

    My wife's iPhone 4S has never suffered from this problem, and so I presume it is a 'feature' of either the Nexus 5 or Android.

    I'm using Android 4.4.4 and hope to download Lollipop when it is offered as a complete OS. Perhaps that will solve the problem.

    Personally, I have never liked Apple, as in my opinion they are overpriced for what they are, but if the problem persists I may have to swallow my pride and change to an iPhone.
     
  8. Hook

    Hook Ever since DU... ;-)
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    This is certainly *not* something that happens from time to time. You probably have days left on your warranty (unless UK is different). I would get Google to do something about it right now (assuming you don't have a case that is pushing on the power button).
     
  9. JBentleyR

    JBentleyR Android Enthusiast
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    Thanks for your very prompt response, Hook.

    I have just telephoned Google (UK) and spoken to a very helpful young lady. After asking me for some details about the problem and the phone, she said she could arrange to send me a refurbished Nexus 5 and I could return the original upon receipt.

    She did ask, however, that I try using the phone in 'safe mode' for a few weeks to see whether the problem might be caused by a third-party app. I though that a very reasonable request and that I'd be happy to do so, but was concerned that my warranty runs out next month, but she assured me that I actually have TWO YEARS' warranty!

    Just out of interest, all my third party apps are from the Google Play Store and have good reviews.
     
  10. Hook

    Hook Ever since DU... ;-)
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    Safe mode is probably a good thing to check, but I find "a few weeks" to be extreme. I suspect it isn't a third party app, but it could be an interaction of two normally benign apps. The thing is, how frequent is this problem? It happened twice in one day using GPS (and I would test that some more) but I'm not sure what you'll know if it doesn't happen again for a couple of weeks. If it doesn't happen in safe mode, are they not going to give you the replacement? I would tell them you need a reliable phone and ask if they couldn't go ahead and do the swap. Up to you.
     
  11. JBentleyR

    JBentleyR Android Enthusiast
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    I agree, but I have no problem with her suggestion.

    She offered to send a refurbished phone before asking if I might try safe mode. I get the impression that, if I did call back and ask for it, a replacement would be sent without quibble.

    However, to be fair I'm happy to leave it for a while and see if it happens again.

    As for GPS, I realise that it isn't like an app that can be removed, but I will keep a note of when the problem occurs in future and whether this happens when GPS is enabled.

    Edit: If nothing happens after a few days, I could begin to re-enable one third party app at a time to see if the problem re-occurs.
     
  12. mrsbelpit

    mrsbelpit Android Enthusiast
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    I would actually just go ahead and get the refurb if I were you. A few months ago, my phone did the same thing. Came back fine. A month later, again. Came back fine. Two weeks ago, it did it again and I was never able to power it back on. It was just restarting, showing google, restarting again. As a matter of fact, when I put it in the box to send it back it was still going. I'm in the US, but my Play store service was exemplary. I got the new phone in less than 24 hours from the time I called. It turns out it's a power button assembly failure, and if you Google it, it doesn't seem uncommon. Not a ton of it happening, but it's out there.
     
  13. 9878

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    Mine started doing this 2 days ago. I completely uninstalled all apps I could, and it is still doing it. Sometimes starts up and works fine for a short while. Maybe the button has gone bad. I got mine through SPRINT. Anyone know what kind of warranty?
    --------------------------------------------------------------------------------------------------------------
    Turns out mine was a faulty power button. It is currently off at LG being repaired. I purchased it 12/3/13 and it was apparently made in October. I was told it has a 15 month warranty from date of manufacture? That sounded odd, but I am within the time frame, so okay. I REALLY miss it as I am dealing with an old Motorola Photon stuck on Gingerbread....
    ----------------------------------------------------------------------------------------------------------
    So far repaired button is good, even after Lollipop update.
     
    #13 9878, Nov 4, 2014
    Last edited: Nov 24, 2014
  14. JBentleyR

    JBentleyR Android Enthusiast
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    Thanks for your advice, everyone. I think you are right, that I should request a replacement. The lady I spoke to at Google UK was very helpful, and I shall contact her again for a replacement, which she has already agreed to do.

    Before that, however, I must make sure everything is backed up somewhere. I know apps can be downloaded again from Play Store, but regarding downloaded documents, photographs, contacts, and so on I am not so sure. Is there a wiki somewhere which will explain procedures?

    I have, of course, a Google account but I have disabled Google Now. Will this cause any problems?
     
  15. jj14x

    jj14x Android Expert
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    See if this post helps
     
  16. JBentleyR

    JBentleyR Android Enthusiast
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    Thanks. I think I've probably got everything covered now. As I understand it, they send the replacement phone before I return the faulty one, so there will be the opportunity to check that I have everything on the new one before sending the old one off.
     
  17. GuitarG20

    GuitarG20 Clueless Senior Member
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    IIRC they send you a new phone and have you return the old in the box they send.
     
  18. JBentleyR

    JBentleyR Android Enthusiast
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    Yes, I believe that is their procedure, and I must say I regard it as an excellent attitude. A shame that some other companies don't feel able to do the same.
     
  19. JBentleyR

    JBentleyR Android Enthusiast
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    I've just received the following response from Google:

    Thank you for your response. If you can confirm to me you have followed the steps below. I can look into the warranty replacement for you.
    If your device randomly reboots, the issue could be caused by a third-party app or feature. Do the following to stop random reboots:

    Step 1: Check for system and app updates.
    To update the OS,
    - Go to 'Settings.'
    - Scroll down to 'System.'
    - Touch 'About phone' (or tablet).
    - Touch 'System updates.'
    To update apps, visit the Google Play app.

    Step 2: Use device in safe mode (and uninstall apps in safe mode).
    - With the device on, hold the 'Power" button to get the 'Power off' option.
    - Press and hold 'Power off.'
    - Select 'OK' to reboot in safe mode.
    - Note: If the device does not randomly reboot while in safe mode, then the issue is caused by a third-party app.
    - To exit safe mode, power the device off and restart it normally.

    Step 3: Uninstall apps (can be done in safe mode).
    - To uninstall an app, go into 'Settings.'
    - Then under the heading 'Device,' select 'Apps.'
    - When you select the app to be removed, you will see an option to uninstall.

    The system and all apps, except for Google Now Launcher and HP Print Service Plugin (neither of which I use, but cannot be removed), have been updated.

    As for using the phone in safe mode, and/or deleting all third-party apps, I can see why Google want me to try that, but for how long? Bearing in mind that it has been several weeks since the earlier events, I'm assuming that I could go on in safe mode for several weeks more and find no re-occurrence but equally I could continue in normal mode for the same length of time with the same outcome!

    On the other hand, if I were to insist upon an immediate replacement I might find the same thing happening if it is, in fact, caused by a conflict between two apps.

    Difficult to know what to do for the best. I don't want to fill this thread with lots of clutter, but I thought about listing all my apps and asking if anyone here sees any potential conflict. All third-party apps have been obtained from the Play Store.
     
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