Droid Maxx camera doesn't initalize

[KristyNG]

My camera stopped initializing. All I get is a black screen. I have tried resetting the phone, and disabling clearing the camera app. Neither have worked.

[vzw_customer_support]

Hi KristyNG!

Let's bring your camera back to life, your efforts are greatly appreciated! When did the issue begin? Has your phone been exposed to any physical water? Have you recently downloaded any new applications?

AyaniB_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!!

[KristyNG]

Thanks AyaniB

The issue began about 3 months ago. My phone was never exposed to water. My

husbands phone started having the same issue last month. No new

applications. I even did a restore to factory settings and it didn't help.

When the issue first started, I could stop the camera and then reboot my

camera. But that stopped working. I've had others tell me their Droids had

the issue after the 4.4.4 update. ((They never got it to work, they just

upgraded early to Iphone.)

It really sucks not having a camera phone. I feel like I'm missing out on

capturing everyday moments with my kids.

Thanks,

Kristy

On Sun, Oct 11, 2015 at 9:19 AM, Verizon Wireless Customer Support <

[vzw_customer_support]

Those moments with your kids can never be re-captured, KristyNG. Let's get to the bottom of this. Had anything else changed on the phone around the time this started, such as a software update or an app update? When factory resetting your phone, had the automatic app restore been disabled?

LynnD_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!!

[KristyNG]

I'm not 100% sure, it might have been around a new automatic Droid

download. 4.4.4

I do not remember if the automatic app restore button was off when I did

the reset. I can try it again! How do I turn the button off.

Thanks

On Oct 11, 2015 10:54 AM, "Verizon Wireless Customer Support" <

[vzw_customer_support]

We always expect software updates to make your phone better, not worse, KristyNG. Occasionally, a corrupt software load can cause unexpected complications. We're still on the case. To disable automatic restore, youcan go to Settings - Backup and Reset, and uncheck Automatic Restore. There is another way we can test this. If you put the phone into safe mode, it disables all the downloaded apps (without removing them) so we can confirm if its app or software. Here's the link with instructions. http://vz.to/1ARiqVv Please keep us posted.

LynnD_VZW
Follow us on Twitter @VZWSupport
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!!

[KristyNG]

I unchecked the auto restore button and started in safe mode. But I don't

know how to "test" the camera when I can't see the camera in safe mode.

Thanks,

Kristy

PS is there a way I can call and speed up this trouble shooting?

On Oct 13, 2015 11:13 AM, "Verizon Wireless Customer Support" <

[KristyNG]

I restarted the camera in safe mode. It still doesn't work. It keeps saying

to restart camera. I have stopped and restarted multiple times.

Thanks

[vzw_customer_support]

All your efforts in troubleshooting the camera on your phone are greatly appreciated KristyNG. Let's continue to troubleshoot further. I understand your phone has not been exposed to water. However, is there any physical damage to the phone? Are you getting any sort of error message or does the screen just turn black?

Thank You,
MichelleS_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!!

[KristyNG]

To be clear, this problem is happening on both my phone and my husbands.

They have both been in otter boxes since day one. No damage of any kind has

happened to either phone, water or other wise.

When the camera is opened, the screen is black except the Turn Camera

around icon, and the video icon. Neither button causes the phone to react.

After about 30 sec of the black screen, a Camera Error message appears

asking to restart the camera.

Please is there a number I can call to trouble shoot this issue faster? I

feel like I am repeating myself each say to a different person.

Thanks,

Kristy

On Oct 16, 2015 8:07 AM, "Verizon Wireless Customer Support" <