Wifi/Bluetooth will not connect on Droid MAXX

I've seen this posted several times in this forum without a satisfactory answer given. Here's the deal: I have Droid MAXX which will no longer connect to WiFi or Bluetooth. To be specific, sometimes the on/off sliders go to 'on' but then will immediately go back to off, or the sliders themselves will be greyed out. Once in a blue moon I'll even be able to connect to WiFi only to have the symptoms return that i described earlier. I had a perfectly functional phone before loading this most recent update (24.3.7.obake-maxx_verizon.Verizon.en.US) and now I consistently go over my data allotment each month.

I have

-Factory Reset (App restore unchecked)

-Wiped the partition cache

-Left the phone alone after a factory reset without installing any apps for 3-4 days

-Taken it into a Verizon Store, told to wait for Lollipop update

I'm not going to claim to be an expert, but I can troubleshoot a phone and I know it is not one specific WiFi network that I am having this issue with. No liquid or physical damage. This is a replacement phone that I have had for about a year. I need a fix, and I needed it about 3 months ago when this issue popped up. If I need to wait for Lollipop to fix this, so be it, but at least do me and the other users of this device a solid and give us a general idea of when that is going to happen.

Accepted answers

Verizon_Support

@ccraven89

Thanks for confirming all the troubleshooting steps you've tried! I see you've gone through a great deal of trouble trying to resolve this wireless issue. You mentioned earlier that this was a replacement you received from Asurion. They actually hold the warranty to their replacement devices. I recommend reaching out to Asurion Technical Support at (Toll Free) 888-881-2622 for further assistance with your wireless device. Please let them know all of the troubleshooting steps you have already completed. Keep me posted with your results. Thanks again!

AnthonyTa_VZW
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All comments

Verizon_Support

ccraven89,
Thank you for trying all of the troubleshooting steps mentioned. That certainly comes in handy when trying to narrow down a concern. Being able to connect to WiFi, for me, is critical since I want to monitor my usage the best that I can, so I totally understand where you are coming from. You mentioned that it isn't just one specific WiFi that it won't connect to. Do you happen to know which routers are being used when trying to connect? Also, you mentioned that this is a replacement device, did your other device have the same issue? If you could share some additional information that will help figure out what step to take next. Thanks!

ErinW_VZW
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ccraven89

Hi Erin,

I appreciate the quick response. The Maxx I had before didn't experience this problem - I managed to crack the screen and went through Asurion to get it replaced. It is worth mentioning that my current phone also didn't start having this problem until the last three-four months or so.

You ask about routers that are being used when I try to connect which is something I thankfully know quite a bit about. There are 2 major places I use WiFi, home and work. My home wireless network is serviced by a Cisco E2500 that is set up for G and N speeds and WPA2 auth. I have done a survey of the other wireless networks in the neighborhood and have set the channels on my access point to be different from my neighbors. My work network is serviced by Cisco Aironet access points which can handle a range of speeds (B/G/N) and handle the channel assignment automatically. The work network does not have a passphrase (unsecured), we handle authentication another way. I don't believe there is a configuration issue in either network, especially the work network.

I mentioned that sometimes the phone wifi/bluetooth will work briefly. When that has been the case I can verify that it is trying to talk to the right wireless network. Most of the time however, the on/off toggles are greyed out or slide immediately back to off.

Another thing I didn't mention in my first post was that I had also tried placing the device in safe mode and removing apps. Occasionally that did fix the problem, but it always came back with 24 hours. I was able to get the problem to reappear after a factory reset, no additional apps installed which leads me to believe it is a bug with either a required app or the OS itself.

Thanks again

Verizon_Support

Great details ccraven89! You mentioned that when you powered up in Safe Mode, there was an improvement on your phone, but didn't last more than about 24 hours. You also mentioned that you did a Hard Reset and didn't download additional apps. Is that in addition to what you previously had downloaded, or does that mean you didn't download any apps at all after the reset? If you backed everything up and downloaded everything you previously had before the update, this says it's likely to be an app that is no longer compatible with phone/ software. Therefore, when you do a Reset, you can download 1-2 apps at a time, with 2-3 days in between. This will let us know if/ which app it could be, as you'll begin to notice the difference/ issues right away. Are you able to do this? A Hard Reset and not download previous apps right away?

VanessaS_VZW
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ccraven89

Hi Vanessa,

Sorry, I was not very clear in my previous posts about that. I have the automatic restore option unchecked so whenever I did a factory reset it did not re install any previous apps. I have done what you described but to be thorough I will run through the factory reset without downloading any new apps to verify the issue occurs with only the factory supplied software.

Thanks

ccraven89

Alright, I was able to quickly reproduce the problem after a factory reset/partition cache wipe. Below is the log of stuff I did. No additional apps installed.

4/17/15 3:43pm - Factory reset, erase all data, allowed device to boot up to the first step of the setup wizard (Screen to choose language)

4/17/15 3:46pm - Powered off device, powered back up and wiped partition cache

4/17/15 3:50pm - Working through the setup screens, attaching to my gmail account
Unchecked backup and restore option

Left options under Location and Communication checked

4/17/15 3:54pm - WiFi appears to be scanning for networks but will not find any

Bluetooth is unable to connect

4/17/15 3:55pm - Device reboots on its own, no user intervention

Device is back and running, Wifi slider will not stick to the on position, immediately slide back to off

Bluetooth will not turn on, same slider behavior as WiFi

mjmenninger

I am also having this issue.

System version: 24.13.2obake

Android version: 4.4.4

Been having this issue for about a month and a half. Did the reboot in safe mode. Did the hard reset. Made sure not to install any apps after the hard reset to test. Tried everything. And I can confirm that there has been no liquid exposure or other damage to the phone. Still, the issue persists.

If I do not have insurance, will Verizon stand up and allow an exchange? Is there another solution?

Any help is appreciated.

onebadblazder

I'm also having issues with my bluetooth and wifi not turning on, so as others have said what is the REAL solution we need to fix the issues?

santinosanto

One thing I would like to add to this is that the wi-fi seems to always work when it can be confirmed that you are trying to connect to a Cisco Systems, commercial model access-point. When I say commercial, i mean the ones found in office buildings, etc and not the ones you may buy at consumer electronics stores or the ones you may get from your cable provider. Can't explain why but I believe this is important information to consider. Thanks.

mjmenninger

This is an entirely different issue.

santinosanto

Sounds the same to me. Care to elaborate?

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omega13lives

My issue is sort of similar but not exactly the same. I thought my MAXX was stolen and contacted Asurion for a replacement that I got the next day. Cool! Later I found the original phone. When I contacted Asurion to send it back they said it was over 14 days and they would not refund my $100, so I kept it. I thought it was new but now wonder if it's a refurbished. Why? Recently the bluetooth will not connect automatically to paired devices and sometimes it takes 3 or 4 times to get it to connect. Also my data speed is really slow on it, usually like 1 MBps or less. However, my old phone connects immediately with bluetooth and I just tested the speed at over 5 MBps and I've seen it even higher! I think it must be a hardware issue because both are on the same OS version. Oh, yeah, and I switched to T-Mobile for 2 lines/phones with UNLIMITED DATA for $100 a month! Better than the B.S. I got from Verizon when they tried to charge me for "unbilled data" at $15 a Gb!!!!

Dannomite03

I have/had this issue as well just recently! I noticed it when I would leave home and go to work and connect to the work WIFI, when I came home it would not connect to my WIFI, and even worse it would show NO wireless access points. Even switching wifi on/off it would make no difference. I found that my bluetooth also is not connecting to my vehicle anymore, or any other device. Very frustrating. This is going to sound crazy, but what worked for me is going into display, and turning OFF the "daydream" function. I remember turning it on a few weeks ago because I was curious what it was and put two and two together when I started having wifi and bluetooth issues.... My WIFI so far has appeared to work normally, along with my bluetooth. If someone else could try this and see if they see positive results!

My phone is running kitkat 4.4.4. and 24.13.2 obake-maxx_verizon system version.

Sharond009

Same problems here for both me and my husband's phone. Spent many hours with customer service at Verizon and motorolla. Finally got new phones. Worked for s bit and again we have to have bluetooth off for WiFi to work. This is unreal. I guess back to talk ng again. I want a new non motorolla phone now. They told me also it was an unknown problem. Only me and the hubs had this problem.

Verizon_Support

This is not the device experience that we want you to have Sharon009. We are committed to getting this issue resolved for you. Just to confirm, are you not able to connect to a wifi network while bluetooth is turned on? What happned when you tried to connect to another wifi network? Also, what's the exact software version that you have installed on your Droid Maxx? As you share the details then we can customize a solution for you.

ArnettH_VZW
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If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

pollasmi

I just tried your suggestion (setting, display, daydream, off) and immediately my wifi and bluetooth started working! I will watch for the next couple days on both my home and work wireless. Earlier today I performed a factory reset which failed to fix the issue, but created another issue. Google 2-step verification was preventing me from signing into my google account. Once the 2-step verification was turned off I was able to sign into google account. Thank you so much for posting!! :smileyhappy: