Maxx 2 won't charge while powered on and only charges to 80%

[RL67037]

Hello,

I have a Droid Maxx 2 that I have been using without any problems for about 2 years. On 2/15/2018 I received a notice that a software update was available, so I installed it. It was the OTA push for Nougat 7.1.1, 26.26.14.lux_verizon.verizon.en.US. The installation happened with no problems and the phone workesd fine for a few of days. On about the 3rd or 4th day, I plugged my phone in at night, powered on (like I have done for 2 years) and when I woke up the battery was at 51% - it didn't charge over night like usual. Thinking that I didn't seat the USB port properly, I took the charger and cable (the same items I have been using for 2 years) to work to charge my phone. After a couple of hours of charging, my battery had lost about 5% of it's charge. That's when I discovered that my phone would no longer charge while powered on. I turned my phone off and plugged it in (using the charger and cord from before) and after a couple of hours I checked it and the battery percentage was increasing, so now I knew that I could still charge my phone but it would have to be powered off. That night, I turned my phone off and plugged it in. The next morning, instead of being 100% charged, it was only 81% charged. Over the next few days, I have done the following to correct the problem:

Tried several different chargers and USB cables - no change

Cleaned charging port on phone - no change

Tried charging in Safe Mode - no change

Tried clearing the cache - no change

Tried charging for 24 hours - no change

Tried a full factory reset (2/25/2018) - no change

When I plug in any charger, I see a lightning bolt in the battery icon at the top of the screen. When I go to Settings>Battery it indicates the current batter percentage and says "Not charging" even though a charger is plugged in. When I unplug the charger, the lightning bolt goes away and Settings>Battery just indicates the battery percentage - the "Not charging" goes away. Also, even though it says not charging while plugged in, the battery seems to last longer when plugged in, even though the percentage continues to drop. For instance, during the factory reset, while the phone was setting itself back up (a lot of wireless communication and CPU activity), I had the phone plugged in and the screen on, watching what it was doing. The battery percentage would drop about 1% ever 5 or six minutes when it was plugged in. I unplugged the phone for a bit during this process and the percentage would drop about 1% every minute or two. The charger I am using is NOT and Motorola charger as I bought this phone used off the internet. It came with an LG charger and USB cord but I don't use it because the cord is too short. I use a charger that I had been using with my S4 (previous phone) and it has worked fine since day 1 (it too is an LG charger as I bought the S4 used as well).

I have asked for help on this on the Lenovo forums on several threads and I can't find any other Maxx 2 user that is experiencing this problem. Most of my history is chronicaled here: Droid max 2 Charging issue - Lenovo Community

Since this started a couple of days after the software update, I am thinking something happened during that update.

Thanks in advance for your help on this!!

[Captain_Allen]

I have the exact same issue. Happened with a previous Maxx I had also and I even tried a new battery in that to no avail. Will only charge when phone is off and not at all while phone is on. After an overnight charge the phone will generally reach a charge in the 80% range and then hold the charge as normal. This is the first post I've found on the net where someone is haveing the same issue!

[RL67037]

Did this happen after the 7.1.1 Nougat update as well?

Like you, I am finding that there is very little help on the web for the Maxx 2, but I have also found that the Maxx 2 is the US version of the Moto X Play from Europe. If you look at the specs, they are identical. So, I have been looking through different forums and reading up on the X Play and I am finding nothing about this problem on that platform. I see some problems about the phone not charging when powered on, but not combined with only charging to 80% while off. Most of those charging problems on the X Play have been resolved by rooting the phone. Another tid-bit of info is that I am finding that since our phones (the Maxx 2) are Verizon only, they can't be "rooted" ... unlike the X Play can be, so I guess they are not quite identical since the Maxx 2 has the Verizon "lock down" on it.

I have seen some responses on this forum that come from what looks to be Verizon Experts and I was hoping to get some input from one of them since this seems to be a Verizon/Maxx 2 specific problem, but no luck yet. I would like to to just re-install/reflash/reload the 7.1.1 software again and see if there was a hiccup in the loading process that caused our problem, but I can't even find out how to do that.

Are there any Verizon Smart People reading these to give us some help??

[Captain_Allen]

It did not happen before the update, but also didn't seem to occur immediately after it. My wife has the Maxx 2 as well and has recieved the update. No issues yet with her phone though.

[vzw_customer_support]

That is never ideal when your phone does not charge when powered off or even charge to 100%. I know firsthand the importance of having a phone that will charge to 100%. I am happy to assist with your devices. While the charging port may have been cleaned, are there any signs of corrosion or discolorization? Has the devices been dropped or submerged in water ever?

GregL_VZW

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[RL67037]

Thanks for the reply. From what I can tell by looking with a magnifying glass and a bright, there is no corrosion on the contacts. The phone is in a case and has never been subjected to water or dropped as long as it's been in my possession.

[Captain_Allen]

Same response as RL67037, no exposure to moisture and contacts in usb port look clean. This phone just went from normal charging to only the ability to charge when off to around 80%.

[vzw_customer_support]

That is what we needed to know. With regard to the device has there been any recent changes prior to the battery issues? Have you updated an app or installed a new one? 

Have you updated your device software? Please use the Device health check with the following link here https://www.verizonwireless.com/support/knowledge-base-206364/.

JasperM_VZW
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[Captain_Allen]

Phone is at ver 7.1.1 as of about 3 weeks ago.  No issues prior to update, but I can't say that it started right after the update.

I have performed a factory reset.

No new apps.

Reset on battery.

Checked usb connection.

Performed charge with oem turbo charger.

Had it checked at verizon store and of course they just recommend a new phone.

Performed device health check, no red and only a couple of yellow that I would expect.

All to no avail.

Phone will not charge at all unless it is turned off.

Will only charge to 83%-85%.

Ideas?

[vzw_customer_support]

RL67037, your time and efforts to try and resolve this issue is commended. We definitely want your phone to work for you the same way it did prior to the update. I did find 2 similar reports of this issue in our Device Forums. Per our testings, after a factory reset the battery does require a recalibration to the phone as follows:

• Press and hold the power button until the phone reboots (10secs)

• Plug phone into the OEM Turbo charger

• Allow phone to charge to 100% (leave on the charger overnight).

The battery drain behavior should cease after completing these steps. 

EbonyR_VZW
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[RL67037]

EbonyR

This didn't work. Like the title of the issue states, my phone will not charge when powered on. Doing the battery recalibration did not fix the issue of not charging while powered on. I left it plugged in to a Turbo Charger for 24 hours while powered on and it did not charge at all. I turned it off and left it plugged in to the Turbo Charger for 48 hours and it still only charged to 80%.

Thanks - RL

[adamb_vzw]

We definitely want to make sure that we check every available option, Captain_Allen.  I know that you mentioned that you have used the OEM Turbocharger.  Because chargers and USB ports can wear out, have you tried with a new Turbocharger?  Here are some additional steps that you can take: https://www.verizonwireless.com/support/knowledge-base-79086/. Also, how does the charger fit into the port? Does it wiggle or feel loose?  Do you have to hold the charger a certain way for it to charge?

AdamB_VZW

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[RL67037]

AdamB

I've done the same to my phone as Captain has done to his phone with the same results. I bought a brand new OEM Motorola Turbo Charger to do these charging tests and the connection fits very snug and none of these tests or the tests in the link you provided work.

To all of the _VZW people that are responding ... don't you find it VERY coincidental that you have two customers with the exact same phone that are having the EXACT same problem after the Nougat update? Do you really think that both of our phones had a charging port go bad at the exact same time after the Nougat update? C'mon ... this problem is directly related to the Nougat update. Either push the Marshmallow update back to us, push the Nougat update to us again (maybe there was problem with the push we received?) or give us the Motorola code for the Maxx 2 that will allow us to root our phones so we can install the software of our choosing. I have been told by a Verizon CSR (via chat) that this is Motorola's problem. I contacted Motorola (via chat) and they said it's Verizon and Google's problem. Someone out there has the answer but nobody is willing to step up. Will someone at Verizon reach out to someone at Motorola and get us some help? Please don't go the way of Apple and become known for deliberately sending corrupted software to mess up a phone just so your customers have to buy a new one.

[RL67037]

Well, after discussing this charging problem that was caused by software with a couple of Motorola customer service reps over the last few weeks, I received this response from Motorola a couple of days ago:

Hi RL,

Greetings!

I'm very sorry for the inconvenience. This has been brought to Motorola's attention and we are currently looking to releasing a new software to fix the issue. You will receive a notification on the phone when the update is available. You may also check our support forums https://forums.lenovo.com/t5/Motorola-Community/ct-p/MotorolaCommunity for the latest update.

Thank you for being a valued customer of Motorola and we do appreciate your time.

Warm regards,
Motorola Technical Support
Maricar

So, keep an eye on your Maxx 2 software and let's see if anyone gets an update anytime soon.

[vzw_customer_support]

RL67037, we truly want to thank you for sharing this information. All of your efforts in this matter is appreciated as we understand the importance of making sure you have a properly working device. Please follow this link to stay up to date of the latest software for your device http://vz.to/2iGID6Y.   

SylviaT_VZW

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[ROBGOU29]

I have a similar problem with a droid MAXX. It is clearly a software problem. After trying several chargers I tired one where the wall part glows when the phone is actually charging. Basically I have to keep plugging and unplugging the cord or rebooting the phone until the wall charger light comes on. Then the phone might charge for 5 minutes and stop charging even though the phone is only 40-60% charged. Often the lighting bolt on the phone comes on but the wall charger light does not come on. In those cases the phone wont charge. After reading many forums it is clear that this problem goes across several models and is not a wall charger or cable problem. I suspect what ever software is used to keep the battery from over charging is the problem.

[vzw_customer_support]

We're sad to hear that you're having these issues with your Droid Maxx, ROBGOU29. Did you also attempt the same steps that previous members in this thread have stated? Did you try to plug in your Droid Maxx to a computer using a USB connection? We have noticed that this can assist with charging the device in some models when they have issues. You can also try using this link to repair any errors that may have been caused when updating your device: https://www.verizonwireless.com/support/knowledge-base-116950/ .

JoshuaT_VZW Follow us on TWITTER @VZWSupport
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[RL67037]

So, for a little update, I have been conversing via email with Motorola Techs. I am now speaking with Rae and she is the first tech to ask for the IMEI number from the phone. To me, that's a positive sign that they are going to try to identify what software my particular phone received. I haven't heard back from her since I sent her the information, but I hope to hear from her soon.

Motorola has a policy of marking a complaint as "Solved" if they receive no response to a Tech's email after 72 hours. So, I have been responding every 72 hours, even if on;y to say the problem is not yet fixed, in order to keep the complaint from being marked as "Solved". I think this is causing this problem to receive more attention and it keeps getting passed to a higher level of Tech.

I'm not giving up!!

Take care - RL

[vzw_customer_support]

RL67037, we sincerely appreciate the time and effort you have applied towards resolving your battery issues. Your feedback and supporting details have been helpful. Since software updates to phones are released by the phone manufacturer, our resources for assistance can sometimes be limited. Please check back on our community forums regularly, as a solution may be found by a community member. I also understand you are making progress with Motorola to resolve your battery issue, please keep us posted regarding the results.

LorenzoP_VZW

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