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Droid Razr M won't boot

This has now happened to me several times.

The screen will refuse to turn on (the phone will still be on and the led may be lit depending on messages.) So I'll do a hard restart by holding all the buttons. Upon restarting the phone will stay on the DROID eye logo forever. Attempt to boot into recovery mode will fail with a sad looking android guy showing a red exclamation mark. The phone will sit on this screen for a while and then reboot back into the normal loop.

I was able to get it working before by using fastboot to load the original firmware on the device. This is a major pain in the ass. Why does this keep happening? What's the right way to fix this?

Comments

Verizon_Support

tomkiley,

Thank you for reaching out to us. I am sorry to hear that you are having trouble with your phone. We definitely want you to be able to use it properly. What happened to cause it to do this? Did it happen when you were doing anything specific? These are the steps for the reset http://vz.to/1klAUr8. It sounds like when you get to the red exclimation point you have to hold both volume buttons to bring up prompts. Let us know if this helps or fill us in on how this happened. We look forward to helping.

Thank you,

TonyG_VZW

Follow us on Twitter @VZWSupport

tomkiley

Hi Tony,

Thanks for the reply. I was able to restore the stock firmware using some instructions I found online the other day. (Your link seems to go back to this page.)

Device wasn't doing anything. It was charging, I think it received a call while charging, though it didn't ring. Later at some point I attempted to remove from charger and use the side button to activate the screen. The screen didn't turn on and it seemed completely unresponsive. The LED was blinking showing I had a notification and that the device wasn't dead. I then attempted a hard reboot by holding all the buttons and after that it refused to boot. Hanging on the red eye.

Mostly wondering if anyone else has seen this problem (I've seen it 3 times now) or if there's a solution. Each time has required a full factory reset.

Thanks,

-Tom

Verizon_Support

Hello tomkiley,

Thanks for the update on the issue. I must say that this is certainly unusual. May I ask are you still having the issue after the last factory reset? Also, which method did you use to perform the factory reset? IF the issue does persist then please send us a private message so we can look into this deeper for you.

Thank you...

ArnettH_VZW

Follow us on Twitter @VZWSupport

elite8

I am having the same issue. My phone got very hot and the screen was blank. At that point the phone was unresponsive. I performed a hard reboot and the phone is stuck at the startup Droid image. Neither Normal, Recovery, Factory, or BP Tools worked. The phone won't move past the Droid startup image. I also tried the safemode reboot. No luck. I have a lot of pictures taken on the phone and would like to at least be able to retrieve those.

HELP!!!

Verizon_Support

I appreciate you taking the time to reach out, Elite8. I know how important it is to have a reliable device you can count on. How long have you had the device? Have you been able to hook your device up to your computer to review files that may be saved? http://vz.to/N89APj

YosefT_VZW

Follow us on Twitter @VZWSupport

tomkiley

Thanks for responding.

It looks like after two months the problem has happened again. This time the phone was acting very sluggish so I turned it off by holding the power button and selecting power off option. I waited a few minutes and then turned it back on. It went back to the boot logo and hung there.

A possible common theme is I had a recently missed call that I hadn't acknowledged at least the last two time. I'm not sure about before.

I previously restored by setting the phone into fastboot and then restoring the image using Motorola's tool to rewrite the system image.

I understand how hard these problems can be to diagnose, but it seems like I have something of a lemon of a phone.

Thanks for listening,

Tom

TysonC

Having same problem. Out of blue it got stuck on red eye. No new apps, no fall, no water. It will boot to AP Fastboot by holding down Vol- and boot mode selection menu by holding down Vol- and Vol+. All items in the menu cause a reboot to the red eye except recovery which gives me a green android with an open panel and red ! sign. This then leads to reboot back to the red eye after awhile. I took it to the store but I knew more about it than she did. Phone year and a half old and no insurance. Her best suggestion was to add another phone to our plan. I am about to try Restore Your Motorola Droid RAZR from Bootloop Using Fastboot Files | DroidViews as a last ditch effort. Then look into T-Mobiles offer to buy out my contract.

IMI

My phone has done the evil reboot dance every time the battery dies. It will reboot for about 3 days before it just suddenly stops. It is only a year and 3 months old and has done this for several months. Took into the store after it did this the first time they were unable to make it stop rebooting and offered to send me a refurb. Said never mind, since what I read on the forums is that this all of these models have the same problems and what good is a refurb then. Tried like heck to not ever let the battery die...but yesterday it did and I think the battery is now fried. Took it to the store again, they couldn't even get it to charge. Told me I was out of luck since Motorola's warranty is only for 1 year and I am 1 year and 3 months. They told me I needed to purchase a new phone for $450 to $500 and a new contract! My contract with Verizon is for 2 years but I have only a 1 year warranty? Unbelievable. I asked for a refurb. at that point since I'm a single mom, do not have that kind of money. Told me no I'm past the 1 year warranty and I'm not eligible anymore. So I said I'm basically screwed unless I can come up with another $450 -$500 or another old phone that I can bring in and they can activate but that I would have to pay another activation fee! I donated all my past used phones and I've been a customer with Verizon for 13 years! NICE

Verizon_Support

IMI I know how important it is to have a working device at the best price! We'll do everything we can to get you back in action! What phone make/model do you have? Has there been any physical/water damage?

AshleyS_VZW

Follow us on Twitter @VZWSupport

DT1

the same thing is happening with my phone! and it's been like this for more than a month now. It happened first to me when I was out of the country and paid for the global roaming data plan which was useless cuz my phone kept acting up, the worst part was that I couldn't use my dumb phone when I needed it most during emergency. I was lucky enough if my phone would turn on after a day; then it goes 3 days longer just leaving it on a charger. After it turned on the other day I was so cautious for my phone not to turn off as I was scared it will not turn on again, then comes this notification on the screen about a system upgrade and of course my phone turned off and it won't turn on again since yesterday. I did the soft reset as what I did previously but it's not doing anything! See the attached picture, it never pass this stage once I press the on button or after soft resetting it (holding both power button and the volume down button).

After reading the other comments here, it seems like we are all having this same exact problem after having our phone passed the warranty time. Heck! I freaking hate that I have 7 more months of the 2 year contract and can't use my dumb phone! Lucky enough for me that my stepson got a new phone so I get to use his old crappy phone now which is starting to aft up also.

jchriste93

I am having the same problem as everyone else. My RAZR M has started to reboot on its own this month and suddenly tonight it just died on a 45% battery. I finally got it to restart and come up to the home screen, but then it rebooted about ten times(giving me two minutes of home screen before rebooting each time) and then it finally went to the red eye animation and has been looping it. I attempted to do a system reset, the menu said that it was completed successfully and the phone is back to stock, but the it still just loops the red eye every time I try to reboot! It has been looping it for about two hours straight now... HELP!

Verizon_Support

Help is here, jchriste93!

I want to ensure we can stop the reboot issue for you. You mentioned hard resetting your device. Was "Automatic restore" enabled at the time you performed the reset? If so, it may have reinstalled the culprit application after the reset. I also want you to try wiping the device cache partition. Here's a link with steps: http://vz.to/1hsOBEY. Let me know how that works out for you. Thanks!

AnthonyTa_VZW

Follow us on Twitter @VZWSupport

jchriste93

I cleared the cache and cleared the memory again. Same result occurred; The red android eye just keeps looping.

Verizon_Support

Oh no jchriste93! I'm sorry it's still giving you trouble! Let's try a Hard Reset, and see if that will allow it to boot up. http://vz.to/Oqabwl A Hard Reset may erase the device, but you can get your info back if it is backed up. If the device won't turn on at all, it's often effective at bringing it back to life.

Thank you,

MichelleH_VZW

Follow us on Twitter @VZWSupport

relaw

I'm having the same problem. Tried soft reboots and a factory reset. Still always comes back to the red eye. Bought phone in 6/2012. Verizon store was unable to help.

SSL9000J

Same problem here. My Razr M started slowing down a few months ago. Also it would randomly reboot itself, sometimes even during a call! Last night, the battery was very low, (around 3%,) so I plugged it into the charger. At some point it must've shut itself off, because when I tried to "wake it up" a while later, I got the battery charging screen. (Picture of a battery with a lightning bolt and the percent charged.) I held down the power button, and got stuck in Hal's eye bootup mode. ("What are you doing, Dave?")

So I tried everything mentioned here; cleared cache, total reset, and got bupkis! Still stays on Hal's eye. ("Dave, stop.")

Now this is the part where customer support chimes in with "Oh my goodness! I certainly understand how frustrating this is, and want to help!" Blah blah blah. I have the extended warranty, which covers "mechanical and electrical defects." So I'm going to try my luck at the local Verizon store. From what I've read, the phone is probably hosed at this point.

BT001

This just happened to me today. I did not have any drained battery issues. Phone had a good charge on it and appeared to be running properly. Simply touched the Play store icon and the phone rebooted but stuck on the red eye. Tried several soft boots but it always stops on the red eye. Starts playing the boot up sound effects but is cut off before it finishes. No new apps installed recently, but I update the apps almost daily. I've had the phone for 22 months.

SSL9000J

Went to the Verizon store to resolve the issue; walked out with a new phone. (They said it was a software problem, therefore fatal.)

Sent from Yahoo Mail on Android

BT001

UPDATE: I took the phone to a Verizon store and they shipped me a new/reconditioned phone. I had an extended warranty contract.

kylefoster1983

I am having the same issue. I factory restored, cleared cache, and let battery die. None of these options worked. All that happened to my phone was that the battery died and after I plugged it back in and charged it, it would just go to red eye screen for hours on end. I went to the store and they said they could do nothing for me. My phone is out of warranty and I took insurance off a year ago after I read that insurance didn't cover theft, cracked screen, or water damage. I didn't know I was buying a product that would be defective after 18 months, otherwise I would have kept insurance on. It obviously isn't a lemon because this has happened to multiple people. I know I can't be helped and I have 3 months till I get a renewal. It is very frustrating because I use my phone apps to run my business. I really don't want to have to spend $400 to get a new phone when I am 3 months out from a new one. It is unfortunate that I can't be helped because I have been a customer with Verizon for a long time and the only option I see that I have left is to go to another service provider that will buy out my contract. I would be willing to sign a 2 year 3 month contract, I really don't care. This is my last request to be assisted without having to spend a ton of money. If I cant be assisted I am sorry to say that I will be finding a different service provider.

Verizon_Support

I'm sorry to learn that your phone needs to be replaced and you don't insurance on it kylefoster1983. I'd like to take a look at your account and double check options for you. Please reply to the direct message I just sent you and I'll review your account for you.

AntonioC_VZW Follow us on Twitter at www.twitter.com/VZWSupport

mommoshome1

I am having this issue also. In the past months, my battery would get extremely hot. Instead of putting it back in my pocket as usual, I would leave it out on the table to cool off. Now, it would not let me get into any wifi programs such as facebook, only programs that i had downloaded such as candy crush. So I tried a restart, but it also got hung up on the Verizon eye logo.And of course this happens on New Years Eve/New Years day, so good luck on finding an open Verizon Store for some assistance! I am 2 months shy of renewal. I like the old plans that would allow me to get a new phone at a discount, instead of these new plans where i either have to do without a phone for 2 months or pay full price!

mommoshome1

Your link is broken, it only comes back to this page. Can you give some step by step instructions on how to fix the problem of the original poster?

mommoshome1

None of the replies from Verizon have been helfpul. Either broken links or they don't seem to understand that the unit is frozen at the Verizon Eye screen - that we cannot get into the phone to any of the programs. A google search showed this link to a You Tube video that shows you how to get into the reboot program, even if your screen is frozen like mine. Droid Razr Maxx how to Reset a frozen screen, stock recovery, and enter boot mode - YouTube

mommoshome1

Note that if your unit is frozen like mine, you may need to press the up/down and the power button, wait for the motorola logo to come up (restart) and then quickly release and press the up/down and power button again to get to the reboot screen.

baznyc

Obviously a defect in these phones. I had a slightly different problem, which Verizon & Motorola had no clue about how to resolve. Phone was working fine. Had it charge overnight. In the morning it was unresponsive, except for a solid green led.

Tried everything... just unresponsive. Spoke to tech support... no glory. Spoke to Motorola support... nothing. Motorola doesn't even know what a solid green led means... nobody does. Went to Verizon store, & only recourse was a new phone. Every now & then I go over to old Razr M, & try to reset. I figure one day it'll respond ;(

B33

When you see the Green LED it's time for a New phone seen the same thing on my Droid Maxx of another issue but the phone was Stuck in Boot mode it would only Vibrate and show the Green L.E.D sorry but replacing is the only thing that can be done.. See if a certified good as new one can be sent out to you the phone you have know will have to be sent back to Verizon..

baznyc

This happened a few weeks ago... got new phone.

jillmt

I am having this exact issue. My phone is also over a year old, so no replacement. Can't upgrade until 2/28/2015 and I do NOT want to buy a new phone at full price. I am NOT pleased.

I can reboot by holding power and the down volume key. It then gets to the Droid "eye" and sits there. It's been over an hour since this started. I cannot get into safe mode or any of the other suggestions I saw, because I cannot get past the eye. I also tried holding the up volume for 3 seconds, then pressing power, and nothing happens at all. Tried the USB cord to the computer and computer doesn't recognize that it's attached.

GalaxyClass

Boot looping is not an easy fast fix for most phones and where you are at this point I would consider a new phone. If you can't get into boot recovery you don't have a chance however.

First try to power off the phone for 5 minutes
Now you need to boot into Stock Recovery Mode by Pressing and Holding the Volume Up+Home+Power buttons at the same time for a few seconds until you see the Android System Recovery menu on your screen.
You’ll be using the Volume Up/Down to switch between different options and Power button to select your desire option.
Now select the Wipe data/Factory Reset option and confirm it.
Additionally, take also the following actions:

Wipe cache partition

Go to Advance and Wipe dalvick cache

Now Go back to the main Recovery menu and Select the option Reboot System Now to Reboot your phone.

CC35308

Same problem as everyone else here. I've had my Droid Razr for about 20 months, in general, it's been great, except for stupid software problems (freezing, non-responsive, MAKING ME STARE AT A RED EYE FOR HOURS). No water damage, no falls, no physical damage. A couple days ago, it started randomly shutting down, then today, it does this red eye thing. I just tried a factory reset and it seems to have done nothing. It's been on the red eye for 10 minutes now. Although I've loved how much my Droid can withstand physically, and I love the system when it actually works, I'm very unhappy right now. I'm a journalist and a college student, so if my phone fails, it really screws me over, and I definitely don't have the money to buy a phone before the upgrade. And, now, IF my phone decides to work, I'll have to set it up again, hoping that everything important got backed up. Looks like this will be my last Droid.

Verizon_Support

CC35308, I want to make sure that we bring life back to your phone. Sounds like you have done a lot of the trouble shooting on the device already. While the device is stuck on the Red Eye have you tried to press and hold the power and volume down button for a good 10-15 seconds to do a power cycle? How long have you been having these troubles? Please keep us posted.

KevinR_VZW

Follow us on Twitter @VZWSupport

rusrockt23

I'm in the same boat. A few days ago, my phone started rebooting on it's own, and today it rebooted and won't get past the red eye screen. I've tried factory-resets and all the normal other potential fixes, but nothing. I'm 4 months from being able to upgrade and in no position to pay full retail for a new phone right now. It seems like a new customer can sign up with a 2 year contract and get a 2nd Gen Moto X for $49.99, but a 10+ year customer who is 4 months away from upgrading has to pay $500? I love Verizon but it seems like my best option at the moment is to find a new carrier who will buy out my contract.

Verizon_Support

Rusrockt23,

Having a working phone is paramount in being able to enjoy our service! We'll take care of you so you don't have to look to another carrier. Do you happen to carry insurance on your phone? If so, then it can definitely be replaced.

SarahO_VZW

Follow us on Twitter @VZWSupport

rusrockt23

Thanks for the reply.....I don't have insurance. All of my previous phone have worked great for 2+ years, so I guess I figured I didn't need if I planned on upgrading in 2 years.

Firebird_WS6

I've had a similar problem with my RAZR M. I received my phone originally in January of 2013. In approximately February to March of 2014 I encountered problems where the phone kept getting really warm and then would go into a restart cycle. It would restart over and over. I even went to the Verizon store and the employee did a factory restore with an attempt to save the phone. It did not resolve the issue. I was told to get a new phone. I ended up contacting Motorola directly. Even though I was out of factory warranty they had sent me a replacement. Motorola was very friendly and helpful.

A few weeks ago my replacement phone (had for one year) would crash occasionally and restart (nothing new was added at the time). In the past 48 hours the phone began to restart after very little interaction with it. Since last night, I've been stuck with the same red eye issue that others have been reporting.

Both of my phones have never been wet, dropped, or abused in general. I'm currently out of contract so am looking for alternative phones at the moment,but noticed this thread with others who have had similar problems. I figured I would make a comment that I've had two of these phones which both ended up having the same problem after about a year.

Smak726

I just experienced the same thing with the dreaded red eye spinning and not powering on. I was doing a google search when the phone started flashing, turned itself off and back on again. When it came back on it looked like it reset itself as the background screen was now the droid red pipes not the picture i had. I decided to turn it off to try to see if it would reset but nope now I'm stuck at the red eye. Have been on with Verizon and Motorola support and none of the suggestions work. Phone will NOT power off and the battery drains quickly. It WILL charge but I need to get my contacts off this phone...I would think with as many complaints with the same issue either Verizon or at the very least Motorola could figure out how to fix this for all of us so we aren't losing pictures, contacts etc. I supposedly had cloud back up but Verizon was rude and wouldn't help. All my work contacts and pictures are on this phone, how is it that Verizon cannot provide me a file with this info?

rockportnate

Same problem here. Verizon's only solution is to force the customer to buy a new phone.

I'm 2 months from the end of a contract. This is going to cost me 500-700 to buy a new phone.

I'm disappointed at Verizon and the MFG of the phone.

The guy at my local Verizon store even commented on how clean the phone was...no physical or water damage.

I still have some of the original stickers on the phone and I've had it for 22 months.

vodzman

I just had the same problem myself a few days ago. Motorola says my warranty is up and Verizon says buy a new phone. I'm not eligible until July unless I switch to Edge and then still can only pick one of two Motorola Droid phones anyway. I just think that if a contract lasts 2 years then a phone with no physical damage should be able to last 2 years. Someone needs to own up and take care of this. It seems to be a pretty common problem.

rockportnate

Too bad. This cost Verizon a customer (me).

Tinger17

It is simply pathetic that Verizon won't fix this Red Eye of Death thing. It IS fixable by reinstalling the flash image on the phone. It's technical, but if you know what you're doing, can be done in about 10 minutes. When VZW phone support throws up their hands on this, their hands are just reaching for your wallet. Verizon just wants another sale, not a happy customer.

Search for Mr. Blue Coat tutorial on restoring the stock Verizon KitKat 4.4 if you're up to the task and don't care if you might actually brick your phone that's ALREADY acting like a brick. There are other sites and solutions out there. Mine is fixed and runs great. Your mileage may vary. Good luck.

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