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Why does my Moto Z Force keep shutting itself off and/or the screen freezes and I have to do a soft reset?
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MELHIL57, we want you to have a working phone. Let's get this fixed. When did this start? Does the phone shut down during an application, action, or at random?
ZangY_VZW
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This happens at random.
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Thank you for clarifying. Is the phone heating up while in use? Can you attempt using it in Safe Mode to see if it freezes again?
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It started about a month or so ago.
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Sometimes it heats up while in use but not always. I don't want to use it in Safe Mode I will lose all my stuff. Is there an alternative? How can I use in Safe mode without losing my stuff? my Verizon cloud is full already.
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I appreciate the details. I can reassure you that safe mode will not remove any of your phone's content. This will stop all third party applications to tell us if an application is causing your device to freezes up. Please refer to the following link on how to place your phone is safe mode Restart in Safe Mode - Moto Z Droid Edition / Force | Verizon Wireless
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These answers from Verizon are ridiculous. The issue with "the phone freezing, then shutting off randomly", has been happening with this phone all over the place, many users, since September. I've verified that the issue is with the phone update, not other apps. The issue happens very randomly, and not necessarily every day. Yet, Verizon is expecting us to "run our phone in Safe mode"?. Seriously? You want me to run my phone in safe mode ALL DAY, and EVERY DAY, in order to pinpoint the issue? Sorry Version. You need to fix this.
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GMONEYGROSS,
We are fans of running apps on our devices all day long too. We can relate to how you feel being without them, when in Safe Mode. Since phones are computers, and apps are made for a variety of different makes/models, apps can cause devices to misbehave. Safe Mode helps determine if the concern is with the device itself or something installed the device which is not compatible. Any software or app update can change the behavior of a device. Especially if what is installed in your device ins't compatible. I hope this provides clarity, as to why Safe Mode is a vital step. What happened when you placed your device into Safe Mode?
KatiM_VZW
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I have tried safe mode and it still happens. I refuse to keep my phone in safe mode 24/7 as I cannot do anything but text or call. I also feel its ridiculous to expect this. People I know have soooo many apps on their phones and their phone doesn't do what mine does. My husband and friends all have this phone and all complain of this issue. So I'm not buying that it's just an app causing it.
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Our goal is for you to have a working device, MELHIL57. I apologize for any inconvenience this has caused. Safe Mode is just a troubleshooting step to determine if something is causing an issue with your device. We certainly don't want you to have your device in Safe Mode at all times. The last step in our troubleshooting is to complete a factory data reset to determine if this is a hardware or software issue. Here are the steps to complete a backup and the factory data reset on your device. https://www.verizonwireless.com/support/knowledge-base-205214 Also, I have sent you a Private Message so I can get additional information and look into this deeper.
GersonG_VZW
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The link provided gives me an error code. I am out of cloud storage so I'm not losing stuff by doing a factory data reset.
Mindy [removed]
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Message edited by Verizon Moderator.
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For historical context, I had this issue start back in September as well. Safe mode and factory reset were performed. The latter provided some temporary relief but then it started happening again with increasing frequency. So Verizon facilitated a device replacement with motorola in October. The new device has recently started with the same random & sporadic problem again. It is increasing in frequency, again.
I have restarted in Safe mode, again. What should I do with the phone in safe mode? What steps should I take at this point?
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Also, FWIW, while I won't run the phone in safe mode for long, I have found that I pretty much need to run it in battery saver mode all the time to get any reasonable battery life out of it. IMO, complete [removed] phone. I will never get another VZ-offered-only or maybe even Motorola phone again.
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Message edited by Verizon Moderator.
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tnermlich, I know what you mean. I was told I had to do a factory reset in order to proceed with the process of replacing the phone. Sounds like it's not even going to resolve the issue so why lose all my stuff? I have many friends with this phone and they ALL have this issue. My problem is that I have Moto Mods that I paid top dollar for (camera, etc.) and don't want to have to get a different phone. I'm at a loss for what to do at this point also. I'm going to be forced to do a factory reset and am not happy about it. I'm sure Verizon and/or Motorola knows this is an issue so why make us jump through hoops? Frustrating for sure.
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Melhil57, losing your information is never the goal. As a mother of 3, I know how important this can be. This is exactly why we do suggest a full back up before taking that step. With the Verizon Could, you may back up contacts, pictures, videos, documents, music, messages and even your call history. See details on how to do this back up at http://spr.ly/6587DKCzl. I hope this is beneficial.
LorenB_VZW
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Recent development...my phone is locking and unresponsive when I am not actually doing anything on it.
Received phone call twice yesterday and couldn't answer because phone would not respond. The only apps I had open in background we're email, Gmail Chrome & iHeart radio (which was not streaming anything).
This is an even more troubling behavior.
Luckily, neither call was emergent, but 1 had the potential to be, so I needed to restart & return the call ASAP.
Exasperated at this point. Luckily, I was suspicious enough of the phone early enough that I avoided mods (the only good thing about phone) and have backed up, but I still have to go thru much hassle to reset due to work Multi-factor Authentication stuff.
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tnermlich,
I appreciate those details you've shared on your Moto Z. You mentioned that your phone had been replaced back in October, but this freezing started recently on that phone. Do you recall anything that was downloaded or updated when that issue began on this current phone? You also mentioned you use an authentication tool on your phone. When was this installed on the phone?
RussellM_VZW
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No I cannot recall anything specific that was downloaded at the time it started happening on my original Z or the one that replaced it.
I use Google Authenticator and Okta for various things for work and both have been installed since day 1 on this phone.
I was in VZ store over weekend and on phone with support. I freed up space to ensure that wasn't an issue, but it seems to have only gotten worse. So now I am going to do the dreaded factory reset, then spend tomorrow morning recovering all my MFA stuff. My warranty ends Sunday, so I am under the gun at this point, but motivated...I cannot wait until I am eligible to get off this terrible phone without taking a financial punch to the throat.
I have been a customer of VZ for 18 years and this experience sadly is making me consider changing that.
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before I had the chance to factory reset, I got the message "com.motorola.process.system has stopped. Close App"
I have also twice received android system ui has stopped working.
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tnermlich-
Our goal is for you to have a working phone at all times. We certainly don't want you regretting being part of our family after all these years. I see you've mentioned your phone has been tested in Safe Mode but not for long. When the phone was tested in Safe Mode, how did it work? Did you see any improvement?
CarmenT_VZW
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If my response answered your question please click the _Correct Answer_ button under my response registry . This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

