Droid RAZR Maxx HD Randomly Reboots

[firstcause]

Have had my phone for several months, its a Droid RAZR Maxx HD, stock verizon image.

System Version: 9.18.79.XT926

Android Version: 4.1.2

  Kernel Version: 3.0.31-g101ca72

This phone has been randomly rebooting for months, I am an embedded systems engineer and so I've be trying things to try and figure out why this phone randomly reboots, without any luck.

This morning it rebooted after almost 8 days without rebooting, but it has never gone longer than this.

Also, since Verizon Stinks, and the Verizon Support Stinks, and their image makes it impossible to figure out whether these reboots are caused intentionally by a program or system component that is rebooting the system.

There is NO LOGGING of any kind that is useful, I have browsed the system folders and not been able to find anything useful, it may be there but I don't know.

Does anyone else have better information about logging?

Now, this rebooting issue could be caused by glitchy hardware or some bug in the kernel/android.

I got my wife the exact same phone when I got mine and hers DOES NOT have this issue, so as an engineer this fact is strong evidence that this issue is not being caused by software.

The random nature of the reboots suggest that hardware is at fault or that there is some "intelligent" agent triggering the reboots.

>Irrelevant comment deleted<

I have no way of knowing when different system components where updated because Verizon Stinks and they don't log what is changing in these "updates"

Anyone else seeing this?

>Minor editing and profanity word avoidance deleted<

Message was edited by: Verizon Moderator><

[vzw_customer_support]

Let's get to the bottom of this firstcause! I agree, per the information provided this sounds as if this is a device issues. Have you ran the phone in safe mode here http://vz.to/19HdCrH in effort to identify if an application is the culprit? Have your completed a factory reset here http://vz.to/18IlSTy ? Please share. Thank you.

TominqueBo_VZW
Please follow us on Twitter @VZWSupport

[firstcause]

I've done both of those procedures and I don't have time to do it again.

As an embedded software engineer the issue seems like it is random enough to be a hardware issue.

Also, I have two of these phones, my spouse has the exact same model and we do not see this issue happening on hers.

So, what else have you got in the way of a solution?

[vzw_customer_support]

Thanks for your efforts, firstcause. The next step would be to replace your phone. Is it still under the 12 month warranty? If not, do you have insurance? http://bit.ly/07CrqPK Please let me know and I can tell you how we can proceed. Thanks.

ChaunceyM_VZW

Follow us on twitter @VZWSupport

[Vaboof]

Same issue here, ever since 9.18.79.XT926.  Reboots anywere from 4 to 10 times per day.  Please address this and releast the next OTA update (9.20). This is maddening and is leaving a very bad taste in my mouth toward this device.

[firstcause]

Mine will reboot on an interval that is anywhere from 1 day to as long as 7 days.

Over the last couple of days it has been locking up instead of rebooting.

The issue that I am having is not as severe as yours.

[vzw_customer_support]

Thank you for offering these details, Vaboof. Does the device reboot when using a certain app or process? Did this start after installing a certain app or update? I am eager to get to the bottom of this!

Thank you,

YaleK_VZW
Follow us on Twitter @VZWsupport

[Vaboof]

It started after the upgrade to 9.18.79.xt926 and I have done a factory reset since then plus wiping the cache partition and the reboots continued.  What will Verizon do to help?

[vzw_customer_support · Accepted solution]

Vaboof,

Help is our middle name! Given the description of the issue as well as the troubleshooting steps you've already taken on, we may need to look into a replacement as long as you're under your one year manufacturer's warranty or have the extended warranty (stand alone feature or with total equipment coverage insurance). If this is the case, please accept my follow request, follow back, and DM your name, mobile number, and billing system password (or last four of your social if a password isn't present). Also, know you can dial 800-922-0204 for customer service, chat with our team via the "Contact Us" link on our website, or drop in store for help http://bit.ly/3SdsA .

EvanO_VZW

Follow us on Twitter @VZWSupport

[firstcause]

Ok, so about 2-3 weeks ago I took your advice and got the device replacement.

I knew that it would be a refurb unit so I was leery.

I am happy to report that the unit arrived and it looked brand new, I got my stuff migrated to the new device without issue or data loss.

I powered it up and the new device has not rebooted at all in over 2 weeks! Now ALL IS WELL in the world.

Thanks for the support advice and I believe this issue is fixed! There is no doubt that my old device had a hardware issue of some kind.

[oldesthippie]

Wow, I'm happy for you!! Mine has SO many more issues in addition to the rebooting...it drops calls all of the time, doesn't make notification tones when I get texts, presses buttons with my face when I'm talking unless I use speaker phone, and on and on. I've had a problem from the beginning with getting a refurbished phone, because I took it in withing the two week time period when they are supposed to replace it with a new one, and the girl told me that she couldn't get it to do what I was saying it was doing, and just handed it back to me. Motorola has said that they will repair it if I will send it to them, but then I'll be without a phone. So, since you had such a good experience, I'm wondering if I should just go that route as well. Seems like I'm just being stubborn at this point, dealing with all of these problems, and Verizon certainly doesn't care...not what I expected from such an expensive phone, especially as long as I've been a customer, but oh, well!! Glad to hear you've had such a good experience!!

[vzw_customer_support]

That's excellent news firstcause! Replacement devices should definitely be of the highest quality! We're here to help if you need us!

JonathanK_VZW
VZW Support
Follow Us on Twitter@VZWSupport

[B33]

Getting a brand new replacement after the 14 day is of a cool nature, but it's kind of a rare thing as well but I suspect it could be because of low return unit's going back to the replacement facility) or none in stock at all and they sent out a brand new Unit. still it's Cool to get a new one   Congrats..  b

[oldesthippie]

I also have the same phone, and have had multiple problems from day one, including rebooting, although not as often as yours.  I actually took it in to the local store within the two week period, when you are supposed to get your phone replaced if it isn't working correctly.  The young lady told me that she couldn't get it to do what I was telling her it was doing, which was that any time I speak on this phone, to this day, unless I put it on speaker, my face presses buttons and eventually cuts off the call!  In addition, my phone repeatedly blurts out, very loudly, over and over "Verizon Wireless,"  for no reason that I can find.  It drives me crazy!!  This phone also constantly simply drops calls in the middle of a conversation, even on speaker.  I won't bore you with the rest of the problems that I'm having with it, because it goes on and on.  I am not willing to accept a "refurbished" phone, and have called Motorola, who has offered to repair my phone if I will send it to them, but Verizon is so far not willing to loan me a phone while mine is being repaired.  I thought that I was realling upgrading from my Droid X, and now I'm very, very sad that I didn't just keep it.

[Ann154]

Try turning off the roaming tone to stop the "Verizon Wireless" sound.

[oldesthippie]

Thanks for your reply...I really appreciate the help, and hope I do indeed have the roaming tone enabled, and can find it in order to turn it off!!

[B33]

As Ann pointed out check your Tones You can Turn them off if Needed.!  How things are set up Tone wise in this phone differs a bit from what you see in your Droid X but you can still turn certain things off Same goes with the Screen Features.. And if your having Connection issues you might try a Sim pull for 10 min. Phone off then re-install it see if that corrects the Issue if not get a New Sim.. b33

[oldesthippie]

Thank you also your helpful suggestions!  The tech I spoke with at Motorola told me that I have a bad "switch" that needs to be replaced in order to prevent my screen from activating when a call is connected, but I'll try pulling the Sim card too...I actually have an extra one.  The phone came with one installed, and an extra one, and of course the one that was NOT installed was the one that was registered with the phone!!  Again, thanks for the great suggestions!

[B33]

Well if your in the 14 Day re-turn and feel that it needs returned for a Re-placement that's way i'd Go..

I asked some Questions on the New $10.00 T.M.P protection plan.!  with one of the Rep's that work at one of our Local Comm. Stores.. It sounds like this Protection Plan is Going to be worth the $10.00 Cost as there's Going to be a Tech Section set up Just for this program, there is a special Number that customers can dial and tech can connect directly to the problematic phone diagnose it and then Correct the Issue. It sound like a Plan worth looking at, he went on to say it's open to all Customers..

[oldesthippie]

Unfortunately, it was out of the 14 return time period, but I was asking her to replace it at that time, and when I contacted Verizon a few days later, they said "Nope, sorry, it's out of the 14 day return, and all you can get is a refurbished one!"  I hadn't heard about the T.M.P. protection plan, but am certainly going to look into it, as I could sure use some diagnosis!! Thanks so much for the great tip!!

Peace!

[B33]

Your Welcome, And have a Good Weekend b