2nd gen Moto X freezing when unlocking from lock screen

[JMitch77]

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.

[vzw_customer_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
Follow us on twitter @VZWSupport

[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?

[vzw_customer_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
Follow us on Twitter @VZWSupport

[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!

[vzw_customer_support]

I'm sorry to hear you are having the same issues with your phone cogerber. Hae you tried safe mode for your phone http://vz.to/1xUaY9i  . Keep us posted.

KInquana_VZW
Follow us on Twitter @vzwsupport

[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...

[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.

[vzw_customer_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

Follow us on Twitter @VZWSupport

[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.

[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? 

[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.

[vzw_customer_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

Follow us on Twitter @VZWSupport

[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.

[vzw_customer_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

Follow us on twitter @VZWSupport

[JMitch77]

It's probably going to do it in safe mode as well, regardless of using a pin to unlock or not. I have factory reset my phone twice trying to figure this issue out, first time doing a full restore and second time not restoring anything. With the full restore it froze 3 hours later. This second time it was fine for 2 days but I had to add a few things to the phone that I need (or else what's the point of using it) and it locked up on me this morning. The only thing you can do is hold the power button until it reboots.

[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...