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2nd gen Moto X freezing when unlocking from lock screen

I've had my 2nd gen Moto X for about a month now and it has started to lock the phone up when I go to unlock it from the lock screen. I put the phone in safe mode and the same issue occurred during that time as well. The phone works great otherwise. I tried shutting the phone down and turning it back on every morning and it still happens between 1-3 times a day.

Comments

Verizon_Support

JMitch77

I definitely want to make sure your new device is up and running & 100%! Freezing while unlocking the phone even in safe mode is definitely strange. Do you have a Face Unlock, Pattern, PIN, or Password set up to unlock at all? Does this continue with just Slide set up to unlock the phone? http://vz.to/ZX9UX9

RuthW_VZW

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JMitch77

It is set up with just the slide to unlock it used from default.

aerosecret8727

My 2nd gen Moto X does the same thing. I unlock with a pattern. It froze in the middle of the night the other night so I was late for work as the alarm didn't go off.

JMitch77

2 times so far today it has happened and once each of the last 3 days. Starting to get really tired of having to hard reboot my phone. No suggestions at all about this problem?

Verizon_Support

Oh wow! Thanks for the details. Since you started experiencing the issue have there been any changes to the device? Software updates, application downloads, or damage to the device? If the issues are persisting in Safe Mode we may want to try resetting the device. Take a look here to see how http://vz.to/1xUaY9i.

AdamG_VZW

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MotoXChicago

Hi there, I have had my Moto X 2nd Gen for three weeks and my phone has been freezing up when trying to unlock it; the phone froze up twice today. The first time it happened I plugged it into it's charger and it unfroze, the second time I was away from the charger and I could not get it to unfreeze, I was stuck with a black screen. Luckily a Verizon store was a block away and the guy at the store held the power button and volume button down at the same time and then it finally came back to life. I told him the phone was brand new and I was very concerned that this was already happening. He told me that it was not a hardware issue but was a software issue, claims that if there is a software update this may no longer happen. Not sure if that is the case or the right answer though...

cogerber

I am also having the same issue. I will slide the unlock button down and it will freeze. I will hit the power button and the screen will never come back on. I also have to hold the power button down to reboot. Very frustrating. I love the phone but this is a real deal breaker!

JMitch77

cogerber hit it dead on with what these things are doing. Safe mode will make no difference in this happening or not.

The only other thing I can say is it didn't start to do this until maybe 4-7 days after I got the phone which I believe was within the week of it being released. I'm starting to wonder if one of the updates is what's causing it to happen. I'd like to find out for sure but I really don't want to factory reset the phone.

Verizon_Support

JMitch77,

I am truly sorry to hear you are still having issues. Given everything you have tried already a factory reset would be your next best step. Keep us posted on how the device works after the reset.

LindseyT_VZW

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aerosecret8727

I have the exact same issues, and they started about mid-October. I have performed a factory reset, and it did not help at all.

For the other people that have the Moto X 2nd gen, please make sure you set an alarm on another device. This thing has caused me to be late to work, and that NEVER happened in the almost 3 years that I had my iPhone.

The freezing in the middle of the night so my alarm won't go off in the morning is going to be a deal breaker for me.

JMitch77

I performed a factory reset at noon today and the problem occurred once again at 3PM so factory resetting the phone is not the answer to this problem.

digidigi

I'm having this happen too - I returned the first phone because it did this, and got a replacement. I didn't have a security screen set up on the new one (which I've had about a week) until two days ago, and now it froze for the first time this morning.

Verizon_Support

digidigi,

Yikes! We can't have this issue going on. Are you having the exact same issue where it will freeze once you try to unlock the device? Once the device is frozen are you able to press and hold the power button for approximately 5 seconds and then release (allow serveral seconds for the reboot process to complete)? Please keep me posted.

KevinR_VZW

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digidigi

Yes, it is the same issue - freeze on trying to unlock. (It doesn't happen every time.) I do hold the power button down to reboot, which does work.

For now, I've taken off the PIN to see if it's still going to freeze, although of course, I do want to be able to have a security/locking feature.

Verizon_Support

digidgi,

This is alarming. Let's get this straightened out. We encourage you to start your device in Safe Mode http://vz.to/1zwlmpj. This will advise us if it is an application causing this issue.

RobinD_VZW

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EliEkstein

I have the same problem.

Already got a replacement from motorola and the problem is happening again with my brand new phone!!!

I assume this is a genoral problem with the Moto X 2nd Gen.

Verizon Wireless Customer Support,

Please don't tell me to do safe mode and reset, i did it all already...

jessebt

I've been having the same problem. Put my phone into safe-mode this morning and still had the issue a few minutes ago. I've also tried a factory reset, it didn't help anything.

cogerber

Well I think our only hope might be the lollipop update. Verizon has us in there claws so I don't think we will get any help from them!

Russ89

I have had my MotoX Gen 2 for about 2 months now and this issue as you all have described started happening to me a few weeks after use. I have tried disabling, removing and clearing cache of most applications on my phone (I have not downloaded a lot of them) and still happens once every day or so. My alarm didn't go off one morning because my phone froze!

Hopefully this issue can be resolved soon...

moe51

Unfortunately my wife is also having this problem on her new Moto X 2nd Gen. I don't have a lot of access to the phone to troubleshoot it but my current theory is that it is a bug with the Moto active display (the app that turns on the screen to show you notifications when you reach for the phone). You can turn this off in settings. Has anyone tried this? With it turned off you would just have a normal lockscreen and have to turn on the phone by using the power button (like most phones).

If this is the problem it kinda stinks since this is a core functionality of the phone and unlike other android phones there is no LED for notifications.

There was also an update to active display pushed in September (Moto Display - Android Apps on Google Play) maybe you could attempt to uninstall the update via Google Play.

I also suspect there is a conflict between the active display and the Verizon messaging app as I haven't been able to find anyone posting about this problem on a non-Verizon phone and the only time I've seen it happen is when there is a notification of a new text message (happens every day but I am only around sometimes to see it). You could try disabling that app and using another texting program.

rtp4333

Moto X 2nd gen owner here. Just checking in to confirm that I have the same issue. I absolutely love the phone otherwise but a daily freeze-up is a deal breaker if not addressed. I am fortunate that it hasn't happened at night yet. I am going to start setting a secondary alarm. I hope this issue is fixed soon because it is getting really annoying.

moe51

Bad news. I disabled active display and the crashes including the middle of the night ones that cause missed alarms are still happening. I'm out of ideas. Motorola really dropped the ball on this. It's their flagship phone and one a lot of iPhone users jumped over to Android with. Hoping that the Lollipop upgrade will fix it.

Verizon_Support

moe51,

Thank you for reaching back out to us. We don't want you to miss any kind of alarms. Can you check to see if there is an update on the software for me? Let's head into Settings, About Phone, and System Updates. Keep us posted.

KevinR_VZW

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JMitch77

The Lollipop update should be available for everyone, I was able to do it through system update in settings this afternoon. If the issue persists after this update, I'll post again to update everyone.

_Hotrod_

I have the lollipop update and mine still freezes up! This phone is poo!

Verizon_Support

$Hotrod$,

Updates should improve your phone. I am sorry to hear you are still having issues with freezing. Does your device only freeze when unlocking the device also? Have you tested your device in safe mode to see if the issue is still present? http://vz.to/16CQRET

LindseyT_VZW

Follow us on Twitter @VZWSupport

_Hotrod_

Yes and yes! It even froze up when trying to contact Verizon. I've tried

every reset imaginable. No change

On Feb 7, 2015 9:16 AM, "Verizon Wireless Customer Support" <

veronica_713

I, too, had this problem, even after the Lollipop OS update, until I realized something:

Every time my phone would freeze when I tried to unlock from the lock screen, once it would reboot, I noticed I had a notification from Google Play that one or more of my apps had updates ready to install. That pointed to Google Play just not playing well with some part of this particular phone's software, and once I tested that hypothesis, I found out it was true (at least for me).

Solution: Go into Google Play notification settings and turn off the option to notify you when apps have available updates.

Problem solved! (and it's never happened again since)

The only bummer, of course, is that you no longer get updated when any of your apps have available updates, but that really doesn't bother me. I just go into my list of installed apps in Google Play once a week and check.

Hope that helps someone on this thread!

CaptainData

Unfortunately this didn't work for me. About an hour after turning off the notification feature in Google Play my screen froze again.

The strange thing is that the phone isn't actually frozen - I just can't interact with it. I know this because it continues to receive notifications such as email and texts and vibrates or makes noise accordingly. If I press the power button rapidly, I'll get flashes of the screen showing up periodically but it immediately goes black again.

I'm not using a case that would interfere with the proximity sensor, but that's what feels like is happening.

I have the Moto X 2014 running Lollipop 5.0. Hopefully the 5.1 release rumored for next week will fix it? :smileyhappy:

Gooch4130

Same issue on my brand new moto x 2014. VERIZON...when are you going to fix this? I will try disabling the play store alerts, but this is ridiculous. Perhaps if you didn't lock down your phones and wait months before providing updates, these issues could be resolved much quicker. Is there a way to get an OTA in advance to address this problem?

Snn5

No, there is no special user list to sign up for to get updates ahead of anyone else. You could sign up for the Motorola Feedback Network, but that wouldn't gain you but 1-2 weeks ahead of anyone else.

Gooch4130

Quick update...my phone received the OTA to 5.1 two days ago. Phone froze once again last night. I disabled the play store app notifications and set it to auto-update prior to receiving the OTA. Given the issue is still occurring, that does not seem to be the fix.

Are others still seeing this problem? If not, was anything specifically done to fix the issue?

gmacgrady

I have the exact same problem on a Verizon branded Moto X (2014), now running Lollipop 5.1. The screen goes all black sometimes when I try to unlock it.

It started about a month after I got the phone and now happens fairly frequently. I can't associate it with anything in particular, other than perhaps a battery below 50% charge (but I'll have to keep checking that).

I solve this problem in two ways. I can power cycle the phone off and back on with the power button. The much faster way is to double wrist shake to turn the camera on. It does, and then I can get to the home screen with the home button.

This is a VERY annoying bug, especially when it happens when driving. I'm not sure if this bug is specific to Verizon branded phones, but Verizon or Motorola should solve it. The problem was identified in this thread a full nine months ago.

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