Blank/black screen after verizon logo (internal screen)

My daughter's Env3 internal screen goes black after the Verizon logo appears. When the logo is on the screen it appears normal. No lines/discoloration/etc. that usually show up when it's an issue with the screen itself. The internal keyboard is not working either as far as I can tell. I spoke with Verizon's CS and she thought it sounded like a software crash so I took the phone to a Verizon store and had them reflash the software. The guy said he thought it was working because the internal screen worked while he was doing it. As soon as the phone restarted though, it went back to black again after the logo.

Any help would be appreciated. This is the second env3 and a replacement for one that died within a year. She's had this one six months and it's out of warranty. Her contract is up in Nov. so I really don't want to invest in another phone with Verizon.

Accepted answers

ChristinaB_VZW

Hi Acraftylady,

Certified Like-New Replacements have a 90-day warranty. If your son's device is almost out of warranty (as your posting indicates), there is still a 90-day window for the warranty on the replacement device. Here is an example for you.

Let's say your son's warranty expires on July 30th (or one year from when his original device was purchased). You received a Certified Like-New Replacement phone for his line on June 25th, and activated it that same day. The warranty would start on June 25th, the date of activation, and last for 90 days, or September 25th. This is the case, even though the original warranty on the device expired 12 months after it was activated.

I hope this information is helpful for you. Have a great evening!

All comments

hellokittykat

I've had this problem where the phone either shuts off completely in the middle of use and a full battery charge or the phone gets stuck on the Verizon logo as its charging. From what I can tell, it seems to be a problem with the Verizon mobile firmware and certain models of phones. Someone else in this forum had the same problem with a Samsung phone. I've had this problem only with the LG Envy Touch. I've had the LG Envy original and the LG Envy 3 before and they worked fine so I stayed with this line of phones. I was lucky enough where my first LG Envy Touch last about 8-9 months before this problem started. Then finally it got completely stuck and they couldn't fix it so they replaced it with a new phone. Then, the replacement phone started the show the same problems only 2 months afterwards.

It would almost always switch to the Verizon logo screen while it was charging and not allow you to talk while it was charging either (whereas earlier versions of the Envy phone allowed you to talk while charging). Power cycle used to be a temporary fix but now the phone just goes into a completely black screen or off mode or I might be able to get it to the Verizon logo screen again holding and pressing the Power On button and rocking the phone back and forth between a horizontal and vertical position.

I think it may also have to do with the "switching" capability this phone has. By "switching" I mean that when the phone works, and you make a call and then sometimes have to use the number pad if you're going through a phone menu, when you move the phone from your ear to look at the phone, it switches from a black screen/power save mode to a lighted screen so that you can use the number pad. There seems to be a motion sensor that allows this switching capability. I think that this motion sensor in the phone has something to do with the Verizon logo and boot up problem. When the phone gets stuck on the Verizon logo, it also tends to get very hot. I'm not sure if the hot temperature of the phone is caused by this problem or if the overheating IS the cause of the logo problem.

No one in Verizon seems to know how to fix it. They just send you a replacement. Now, they don't even send you a new replacement and you can't get it done in a retail store anymore. You have to call it in and they will check to see if your phone is under warranty or an extended warranty (due to prior problems with a phone or if you purchased it or purchased insurance) then they only offer a Refurbished replacement phone. I don't like this new change because you're basically get a phone that didn't work before so you'll likely end up with the same problem and maybe get a few months of functionality on it before you have to seek yet another replacement. Why doesn't Verizon fix this instead of covering it up with temporary solutions? Like I said before, my other versions of the Envy worked fine before so I think it has to do with their software having a logic error. Having so many problems with a phone is so inconvenient that I am most likely going to end my 11 year relationship with Verizon.

I would double check on your warranty. I think that if you were given a warranty replacement before that it extends your warranty period to cover that replacement phone. Most phones have a 1 year standard warranty. If you were given a replacement phone within that first year, it should extend your warranty.

hellokittykat

I looked through this forum some more and it seems that this bootup issue occurs in several other phones so it really does seem to be a problem with the Verizon software causing the issue and not the phones. This is terrible since you're basically losing an otherwise good phone. If you can get the phone unlocked, you might be able to save it to use with another carrier whose software might not be as problematic as Verizon's.

acraftylady2

My son's ENV2 had the inside screen go black. He only had it 10 months so was replaced under the manufactureres warranty with a certified like new one. Second phone did the same thing a week after he had it so back it went and he got another that has been fine every since. We were told the certified like new replacement had a 30 day warranty. Mary

ChristinaB_VZW

Hi Acraftylady,

I hope this information is helpful for you. Have a great evening!

acraftylady2

Yes sorry it was 90 days they told me on the certified like new one and the second one has been fine and it's over a year now. Mary