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Random resets since update

My phone updated on Tuesday and since the update my phone has started randomly restarting. I'll be doing something, it will freeze and then restart. Twice I've gotten a bright blue screen and then it restarts. It's restarting 3-4 times a day now. Has anyone else had this problem?

I have the Droid Razr Maxx HD, Android version 4.1.2. It's a relatively new phone, I've had it almost 3 weeks. It was working fantastic before Tuesday and the only that changed that day was the system update.

Comments

mike2567

I am having EXACTLY this same issue to the letter!

I went by a verizon store and of course I got their "typical" answer on how to fix. Restore it to factory and start all over! I walked out, gonna wait till hopefully SOMEONE comes up with a real fix.

ANYONE?

tikibar1

Have you tried a system cache clear?

mike2567

I just did that, will let y'all know if the reboots stop.

Thanks for the advice!

dgrant99

Same here. Went to store, who were completely un-helpful/clueless. Researched the problem on forums. Did factory reset after uploading all contacts/photos to backup assistant plus. Phone still restarting randomly and freezing up. Hoping someone from Verizon will see this forum and get a solution for us. Been a customer for over 10 years now, since the dawn of cell phones. This kind of lack of customer service and lack of real product support is most likely going to get me to change carriers when my contract is up.

mike2567

cleared the system cache......

still having the same problem. so far this morning my phone has rebooted 5 times within the past three hours.

dimap52

I would contact Motorola and ask if they can supply an RUU (ROM Update Utility) that you download and install on a PC, then update the ROM via USB connection. These kinds of updates are usually more stable and reliable than OTA's. Either that or send it back to factory for a clean ROM flash. Because that's the only way the random booting problem is going to get fixed. No amount of re-setting and futzing around is going to fix it, regardless of what Verizon CSR's say in a store to get you out the door, seeing as you are not there to BUY something.

dgrant99

Just contacted Motorola. Spoke with Level 2 support. Their answer is that if you did a factory reset, you have done all you can. If you are still having problems, the phone must be sent in for repairs. Guess its back to the verizon store for a replacement.

dlw_droid

The 9.16.XT926.Verizon.en.us android update, build 9.8.1Q-62_VQW_MR-2, bricked my phone. I post this here for others' visibility. In case you haven't applied the update, I suggest you don't until they have time to find and fix the problem.

My Razor HD Maxx had seen a lot of apps crashing since early May. Sometimes gapps would crash by itself, while other times the phone would cascade into every running app crashing. I would get a stack of a dozen or more "sorry, X has crashed" messages, so deep that while I could push the power button to restart, I could not reach the "power off" hidden underneath the crash messages. I suspected it was a problem with the SD card, as it would happen within 2-12 hours after rebooting, and unmounting the card didn't seem to help. Since then, I have read here and elsewhere that is is a common problem, so I figured the next system update would fix it.

When the Android system update came out weeks ago, I was looking forward to it (hopefully) fixing the issue. I even waited a couple of days after Verizon made their version available earlier this week, just in case there was a problem. When I applied the update, the phone updated itself and suddenly was missing critical factory-installed apps, most noticeably the Contacts and Phone buttons (which on on every screen) were gone. I haven't found a way to access my contacts (though I can see them on a computer in Gmail), and the only way to make a call is to look up the phone number, send a text, then use the "call" button that appears when viewing the text. The Chrome browser crashes as soon as it loads. The Google Play (app store) crashes as soon as it loads, so there's no way to get apps or update the factory ones. In fact, the only apps that work are the email, text, and music player. Oddly, the music player offers "Nexus options" even though this is a Razor HD Maxx. I tried another factory reset, only this time did not restore my settings from the backup (which should have given me a pure factory config) and the result was the same.

I'll be going to the Verizon store at lunch for a replacement. At least all the info was backed up.

dlw_droid

Update: customer support was unable to do anything to it, so the manufacturer is sending me a new phone. Good thing it was still under warranty.

slcromer

Update - called Verizon and they advised me to do a factory reset, which I did. It's still doing it, so I'm off to Verizon. Wish me luck.

Mgroff

Since update mine is doing the same. Probably 15 - 20 reboots today alone. I have cleared cache, I have removed SIMM and removed apps and done everything I have seen posted and nothing has worked. I guess I am off to Verizon tomorrow.

slcromer

Good luck. When I was on the phone with Verizon doing the factory reset, the customer service rep advised to me go in and speak to a manager if this didn't work, because they had the ability to give me a new phone since I had JUST bought this phone for $200 2 weeks and 2 days before the update rendered it useless. The manager at our local store absolutely refused to give me a new phone - not only refused, but was completely unprofessional, condescending and rude from the moment we walked in and asked for a manager. I actually had to call the Verizon support line while I was in the store, because he was so obnoxious - and again was told by them that the manager had the ability to give me a new phone, but if he wouldn't my options were to send the phone in to Motorola (which I can't because it would mean being without a phone for 2 weeks and I run a rescue, so that's not an option) or get a "certified used" phone. So I have essentially paid $200 for a "certified used" phone, I guess.

bigdrummer

So, what I'm understanding here is that they released an update with a bug and instead of being able to download a patch or something, we have to get a new phone. I've had my phone for over a year...doubtful I can get it replaced. I'm an emergency responder so my phone crashing is not cool!

bigdrummer

Currently on the phone with Verizon. They're sending me a new phone. Sounds like this is the only solution. Verizon is going to lose a ton of money on this one!

dlw_droid

Update 2: the replacement (refurbished) phone came with 9.16.9.XT926.verizon.en.us, Build 9.8.1Q-62_VQW_MR-4 installed. So basically, it is a small update to the version that bricked the other phone. It is running better, with only occasional app crashes. But now it is asking to update itself to 9.20.1.en.us. I've only had it for 1 1/2 days, so I don't even have all the apps back the way I want them. Thus, I think I'll wait a week and check these forums before updating again.

I hope everyone else gains equal success.

jpmdallas

Same thing happening to me. I had had some minor problems with my phone when I first got it last year, it had been fine recently. Then I download this update, the purpose of which is supposedly to fix random restarts, only to be increasingly annoyed by more and more frequent random reboots and blue screen locks. My phone has rebooted five+ times TODAY. I've never had the blue screen freeze happen before. How on Earth does Verizon not catch this before the update is released? Based on everyone's experience on this board, I guess I'll send my phone in to be replaced, but I am either done with Motorola or Verizon in the future if I can find an acceptable way out.

Is there no Verizon rep monitoring these boards who can offer some positive help??

letshunt

This may be a coincidence, but after I updated to 9.20.1 en,US my SD card would disappear and reappear after reboot then disappear again. Verizon tech sent new phone. SD card working fine now, but getting message to update to 9.20.1 en.US again. Not sure if I should allow update. What do you think???

SoccerRef12

I never do OTA updates for this exact reason. Always manually update to a laptop, verify that the download is complete, do a nandroid backup, then install the update. If anything goes wrong, you can boot into recovery and restore your backup.

tjsmooth

Motorola Razr M phone - This phone work great. Never had any problems. What is this a new update? I hit Install later about 5 times. Knowing there's no option to stop these annoying prompts, I hit Install now on day 6. The phone updates, boots up, and then I reboot again for good measure. I'm on a business call the phone reboots by itself. I tried IM my customer and the phone freezes and reboots. Oh no... this update screwed up my phone (my biggest fear and i'm an IT consultant). clear system cache and reset the phone to default factory settings does not resolve the issue. Verizon rep told me to wait for the next update that's all we can do. Oh Yea??? So i'm going to walk around with this phone constantly rebooting. I better hope it's not a life and death situation. I was given the number for Warranty/Customer support who decided to send me an identical replacement phone (LOL). What a joke!

dimap52... you are 100% correct about Motorola issuing RUU (ROM Update Utility) for their phones in partner with Verizon. Allow the customers to have the option to use OTA's versus RUU. Previous RUU's will be useful just in case there's a failure or in this situation extreme instability. I though Motorola suppose to be innovative or is this just common sense to have previous ROM's to rollback in these situations. I'm reading nonsense about Verizon sending "new" phones as a replacement. Don't be fooled. They are sending you a refurbished "certified like-new replacement" phone. Officially mentioned by the Warranty/Customer Service. It's frustrating when customer's like myself and others pay good money for expected excellent service with a contract and receive poor service when we are not at fault. I read someone say they hope Verizon is reading this forum. Really? If Verizon was reading these forums Customer support would know that there's a huge problem (and acknowledge it) with the last update pushed by Motorola/Verizon July 10th.

This I want Verizon to comment on. If you determine there's a serious issue with the last update, why would you send out the same replacement phone with the original firmware? When the phone connects to the internet it will eventually detect a newer firmware update and prompt to install it. Do you really think the issue will be resolved 100% or; hit or miss? It's not rocket science.

What a customer should expect is to receive an upgraded phone (preferably new) in which the latest update will not have the same issue the customer is actually experiencing. Then again it could be too much to ask for excellent service.

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