Z5 E6653 - Reboot in Standby

[FraeuleinSimone]

The device is unused on the table and suddenly starts again unsolicited. PIN does not have to be entered. The device is only two weeks old.

[_alexdon_]

@FraeuleinSimone This could happen because of a faulty SIM card or microSD, can you remove the SIM card and see if the same happens?

[Jonas]

Hi @FraeuleinSimone, welcome to our community!

I'm so sorry to hear about that.

As @alexdon mentioned, if your SIM card is defect this will cause the phone to restart.

How often does the restarts occur? Is it a few times per day or a few times per week? Does it only restart when the phone is in standby mode or when you are using the phone as well?

Should the phone continue to restart when the SIM card is not mounted in the phone, could you please try and reboot your phone in safe mode? This is to make sure that a third party application is not the cause of these restarts.

Keep us updated!

[FraeuleinSimone]

Yes, I did remove SIM-Card (Device was off!), check only with WIFI, but no Result. I am really frustraded, it's my second Sony Xperia, the predecessor was the Z2 and it's problem was the worst speech qualitity - no solutions until today. And now that!

[FraeuleinSimone]

Thanks for your fast Answers and your Will to help.

I dont want to mark the Topic as Solution, it was fail clicked (no English Prof 😞

Problem is still on. Meanwhile I've made an fabric reset on the phone - did not solve the problem.
Installed the Xperia Companion and try out repairing the Software. Complete the whole process two times, still restarts in Standby every 10 Minutes.
It is so annoying and really frustrating (also I am verey busy on my Job, I do not have SO MUCH TIME TO INVEST IN this problems!!).

[Jonas]

Hello again!

No worries, you can remove the solution if you press on "Options" tab in the top right corner of the message and press "Not an solution".

To restart your phone in safe mode, press the ON/OFF button until you see the message on your screen with "Shut down" and "Restart", press and hold with your finger on "Shut down", after 2-3 seconds you will see a new window that is asking if you want to reboot in safe mode, press OK in the bottom right corner.

To exit safe mode simply restart your phone.

Keep us updated!

[FraeuleinSimone]

Okay, I did the restart in safe mode. Please introduce me through the next steps, thx.

[FraeuleinSimone]

Info: Rich Communications pops up and ask for my mobile phone number.

[Jonas]

How is it working when your phone is rebooted in safe mode?

Do you still experience that the phone reboots while in standby? If you do, I'd recommend performing a software repair using Xperia Companion.

If you don't experience that the phone reboots in standby when it's rebooted to safe mode, a third party application is the cause of these reboots. If you have a lot of applications installed it's hard to pinpoint which one is the cause, do you remember if you installed a specific app prior to these reboots? If you do, start with uninstalling that one.

First of all make sure that all your apps are updated with the latest update.

Rich communications seems to be an operator service that is aimed at replacing SMS text messages, however you will have to contact your network provider for more information regarding that service.

Let us know how it went!

[FraeuleinSimone]

Hi Jonas,

thanks for your answer.

Unfortunately, I had no success  And i really tried with infinite patience, for hours.

I've rebooted in safe Mode, then again a normal Reboot. Lot of App Updates started and it took a while until ready.

First it looks good, no more System incidents for hours. After full charging I've checked the dignostic menu again, and really, no more System incidets since 6 hours.

Next i opened the Menu in the top right corner (still in Diagnostic Menu), click on "Contact", Screen turns black, red charging light blinks two times, System reboots again.

Please take not, that this was the ONLY reboot while active, and not in standby!!

I am done .... payed 400 Euro for a new Smartphone, getting a faulty device I can't use. 

Desperately I tried another Fabric reset without restoring any App, but Problem is presently on.

You remember my fifth Message in this Topic, Software repair with Xperia Companion after fabric reset was the first I did by myself, before writing this Topic.

If you think, I should make another Software repair by Xperia Companion (because rebooting in safe mode meanwhile).??

And, the most important question is: Do you think, we will getting my Phone run probably? 

While i write this Message to you, I started the Phone again. Set Dispay turn off on 30 Minutes.

Display still is on, now after half an hour pop-up a Software Update. Just clicking on settings, check the info and click back, now the Pop-Up with the Software Update is gone. No Notification. Systems tells me, System is up to date. 

What  a big, big Desaster!!

Hope for your soon response.

Andrea