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Google restore problems on replacement device

I have a Moto Force Z which the screen stopped working so I was given a replacement device. This first device was a refurbished unit. While using the setup guide to install the Google backup from my damaged device I sign into to my Google account and it displays 2 options, my Samsung work phone and my Force Z. When I choose the Force Z it's starts the install then goes to a white screen, locks up and reboots about an hour later bringing me back to the beginning with just my basic information saved. Verizon sent me a second replacement, a brand new device, which at first my old device didn't show up until I did system updates to bring the new device current. The second device still locks up when it goes to install the backup just like the first. If you just let it sit eventually the phone reboots on its own and starts back at the beginning of the setup guide. Why can't I get this to restore?

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Verizon_Support

I’ve been through a few replacements in my time, UFDEMT15, and I know the most upsetting thing to see is a repeat of an issue. You’ve come to the right team for help. I’d like to ask you to fully erase that new replacement device (factory data reset) and do this twice in a row. Here is how I recommend doing this: Please go to the main device settings, click on Back Up and Reset, then uncheck the auto back up and restore options, and finally click Factory Data Reset. Follow the onscreen prompts to complete the reset. When it comes on, skip all the setups you can, and repeat the process to do a second factory reset. You may see "Android apps __ of __ updating" after the first reset, that's normal. After the second reset, again skip the setups to see if the issue happens without anything installed on it but what came with it.
Here are the steps to use if the phone won’t respond above: http://spr.ly/65838Cx4S

Let us know what happens.

GeorgeS_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!!

UFDEMT15

I am not sure what your asking me to do after the second reset. The problem is when I try and install the backup of my old phone during the setup guide it won't let me and that's when it locks up. I can't find a way to trigger the backup other than in the startup guide.

Verizon_Support

Please allow me to take a step back, UFDEMT15. Have you completed the first factory reset?

TionnaB_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!!

UFDEMT15

Yes

UFDEMT15

Yes I did. My backup is going to expire soon.

UFDEMT15

vzw_customer_support

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