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Moto Z Force with Android 7.1.1 battery life
DROIDDON
Enthusiast - Level 2
‎03-28-2018 01:16 PM

About a week ago software version NCLS26.118-23-13-6-5 was loaded to my Moto Z Force.   Ever since the battery life has been horrendous.   I can barely get 6 hours of life when I previously could get a full day oof usage.   This accelerated battery discharge occurs even if when all applications have been closed.   For example, the battery life went from 17% to 8% in 15 minutes today - with no applications running.    Can I backout this software update?

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vzw_customer_support
Customer Service Rep
‎03-30-2018 01:24 PM

Having a drastic battery change can be a hassle for anyone. I would feel the same way if my phone were not working as it should after the update. With regard to the device let's review a couple of steps to see if we can get it to operate properly.l To clarify do you have the latest updates for your applications? Are you connected to WiFi or any bluetooth devices with your phone? 

JasperM_VZW
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vzw_customer_support
Customer Service Rep
‎03-30-2018 01:24 PM

Software updates are meant to make the phone work better not worse Droiddon. I know how important it is to have a long battery life, and we will get this resolved. There is no way to back out any software updates. 

Currently, how often do you use your device?

 

Heavy User

  • Frequent use of streaming services (i.e. Pandora, YouTube, Play Music, etc.)
  • Frequent use of applications (i.e. Games, Facebook, Instagram, Maps, etc.)
  • Frequent web browsing, texting, email, or phone calls.
  • Frequent use of Bluetooth, GPS, or Wi-Fi.

Moderate User

  • Occasional, light, or no use of streaming services (i.e. Pandora, YouTube, Play Music, etc.)
  • Occasional or light use of applications (i.e. Games, Facebook, Instagram, Maps, etc.)
  • Occasional or light browsing, texting, email, or phone calls.
  • Occasional or light use of Bluetooth, GPS, or Wi-Fi.

Light User

  • Very light, or no use of streaming services (i.e. Pandora, YouTube, Play Music, etc.)
  • Very light to no use of applications (i.e. Games, Facebook, Instagram, Maps, etc.)
  • Very light to no browsing, texting, email, or phone calls.
  • Very light to no use of Bluetooth, GPS, or Wi-Fi.

Have you updated an app or installed a new one since the update? Has there been any physical or moisture damage? 

 

AmberF_VZW
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DROIDDON
Enthusiast - Level 2
In response to vzw_customer_support
‎04-02-2018 09:56 AM

I consider myself a moderate user and will explain below.   Regardless, nothing has changed about my usage pattern since the latest software update when the battery life dropped dramatically.   For background, here's how I would describe my usage:

  • Little to no use of streaming services (i.e. Pandora, YouTube, Play Music, etc.)
  • Occasional use of Games and Maps (I understand Maps can draw down battery life more quickly but that hasn't been in use during this time period)
  • Frequent web browsing, texting, email (but no material change in usage over past month)
  • Occasional use of Bluetooth, GPS (but no material change in usage over past month)
  • Almost always connected to Wi-Fi (but no material change in usage over past month).

With regards to application updates - the answer is undoubtedly.   Application updates come in daily (or at least every few days) and they automatically update.   Again, no change in that behavior or pattern overlapping the time period where battery life has dropped.

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DROIDDON
Enthusiast - Level 2
In response to DROIDDON
‎04-03-2018 11:47 AM

Today's experience.   My phone was unplugged from the charger at 645am.   At 1145am it's down to 14% remaining battery (remember I used to get at least 1 day out of a single charge before the last Verizon software update).    Here's the battery usage analysis from 1145am.

No system or display settings have been changed by me since the software update

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vzw_customer_support
Customer Service Rep
In response to DROIDDON
‎04-04-2018 10:12 AM

Thank you so much for those details, DROIDDON. I completely understand how concerning it can be when your device's battery is behaving like it used to after a software update. I will make sure that we are on the right path to getting this resolved. This software update is actually from the manufacturer being Motorola and the software developer being Google. Is there any kind of damage to your device at all? You can click on the link below to view the steps on how to run a My Verizon Health Check on your device. This will help us with diagnosing the root cause of this issue. Let me know what results that come up. 

http://spr.ly/6581Dk6gR

 

BrettA_VZW

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DROIDDON
Enthusiast - Level 2
In response to vzw_customer_support
‎04-04-2018 10:52 AM

No damage to the phone.  Results of health check posted below.

As a side note, a friend has the same phone and is experiencing the same accelerated battery drain since the software update.   Just FYI

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vzw_customer_support
Customer Service Rep
In response to DROIDDON
‎04-06-2018 11:08 AM

DROIDDON,

 

 

I appreciate all of your efforts & the helpful screenshots. Let's keep moving here. Our goal is to make sure your phone stays charged as it should. Please view this link: https://www.verizonwireless.com/support/knowledge-base-205173/ to view the battery status. Are all of your apps updated in the Play Store?

 

 

AliciaS_VZW
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DROIDDON
Enthusiast - Level 2
In response to vzw_customer_support
‎04-06-2018 01:21 PM

With regards to App updates - see my April 2nd reply - all Apps auto update so I'm getting updates every day or 2 (at the most).   I can confirm all Apps are updated.

Is this more of a Motorola topic?   Should I contact them directly?   I'm at the point I feel like I need to escalate or get a different phone - this lack of battery life isn't workable for me.    Should I visit a Verizon store?   Can I send the device somewhere to be checked?   


I know there are at least 2 of us with this same device on the Verizon network that are having this exact same issue.   2 occurances (out of a population of 2) tells me, it's highly likely, others are probably having this issue as well.   Is Verizon aware of this on a larger scale?   Does Motorola acknowledge there's battery life performance issues following the last SW update?

I appreciate the efforts to diagnose the problem but answering another round of questions every 2 days doesn't seem to be getting us to a solution.    Help.

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vzw_customer_support
Customer Service Rep
In response to DROIDDON
‎04-08-2018 01:38 PM

The feedback we’ve received after the Moto Z Force update last month does not show any known issues with the update causing the battery trouble you and your friend have experienced. This being said, the problem is still present on your equipment, and we’re not giving up.

We must perform a Factory Data Reset of the Moto Z Force. I don’t take this lightly. I know how long it takes to restore everything. Here are the steps to reset:
https://www.verizonwireless.com/support/knowledge-base-205215/
Before going forward on this though, be sure everything is backed up. How do you currently back up your device?

We are just one component of the Verizon Wireless support team, and if preferred we can continue here.

DavidH_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!!

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MADMAXMUTT
Enthusiast - Level 3
In response to vzw_customer_support
‎05-09-2018 08:51 PM

LOL!  David, just search 7.1.1 and Motorola if your info " does not show any known issues with the update causing the battery trouble you and your friend have experienced".  There are tons of problems with the 7.1.1 update on all of the Moto phones. There are many of your techs responding the same way in each thread. T-shoot 101 is all there is. That is not fixing the problems.

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vzw_customer_support
Customer Service Rep
In response to DROIDDON
‎04-09-2018 08:21 AM

We want to make sure you have a working device that you can use without any of the current issues  you are having. With regard to your device I want to review your phone in more detail. Please message us directly by responding to the private message I've sent you. 

JasperM_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!!

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HOORAH50
Enthusiast - Level 2
In response to DROIDDON
‎07-14-2018 08:04 PM

Let's make that 3 of us.  I'm having similar battery drain issues.  Even after a factory reset and not using any apps at all, my battery drains very quickly.

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exvisory
Newbie
‎04-17-2018 03:00 AM

See Issues with 7.1.1 update for a very similar sounding problem. To me it looks like you troubleshooted your battery drain problem correctly and it is related to the update (although probably not affecting everyone). Member DSMUSICBOX​ seems to have been able to obtain a warrany replacement from Verizon.

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DSMUSICBOX
Newbie
In response to exvisory
‎06-09-2018 05:24 AM

I did NOT receive a warranty replacement (I'm not sure why it was said that I did - I am dsmusicbox) and am still having the same issues. Overnight my operating system used 20%, and I went from 80% to 19% battery from 11pm to 7am. I was not awake and not using the phone.

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vzw_customer_support
Customer Service Rep
In response to DSMUSICBOX
‎06-11-2018 05:36 AM

Dsmusicbox, making sure you have a battery that can hold a charge is very important. It seems odd that the battery will drain that quick overnight when it's not being used. How long has this been going on with your device? Is there any physical or liquid damage to the equipment? Please keep me posted.

 

Kevin_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!!

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Onthebrink
Enthusiast - Level 2
‎06-04-2018 07:05 AM

I have been dealing with this issue for awhile myself. I think mine is a worst case scenario. My Moto z Droid will power down at 60-70% and will not power back on until plugged in. I don't know how at add a screenshot yet but once I do I will show you what my battery history looks like. I keep waiting for the new Android update in a few weeks, that's a joke, and hoping after that I will be able to use my phone without it being plugged in.

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Onthebrink
Enthusiast - Level 2
In response to Onthebrink
‎06-04-2018 07:15 AM

Screenshot_20180430-230144.png

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vzw_customer_support
Customer Service Rep
In response to Onthebrink
‎06-04-2018 08:05 AM

Onthebrink,

 

Help is right here for you! Let's get this battery life energized again. I appreciate the screenshots. In the below descriptions, would you say you are a "heavy user", "moderate user" or "light user"?


Heavy User
• Frequent use of streaming services (i.e. Pandora, YouTube, Play Music, etc.)
• Frequent use of applications (i.e. Games, Facebook, Instagram, Maps, etc.)
• Frequent web browsing, texting, email, or phone calls.
• Frequent use of Bluetooth, GPS, or Wi-Fi.

 

Moderate User
• Occasional, light, or no use of streaming services (i.e. Pandora, YouTube, Play Music, etc.)
• Occasional or light use of applications (i.e. Games, Facebook, Instagram, Maps, etc.)
• Occasional or light browsing, texting, email, or phone calls.
• Occasional or light use of Bluetooth, GPS, or Wi-Fi.

 

Light User
• Very light, or no use of streaming services (i.e. Pandora, YouTube, Play Music, etc.)
• Very light to no use of applications (i.e. Games, Facebook, Instagram, Maps, etc.)
• Very light to no browsing, texting, email, or phone calls.
• Very light to no use of Bluetooth, GPS, or Wi-Fi.

 

 

Are you using the original charger to charge your phone & have you recently installed any new apps?

 

 

AliciaS_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!!

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Onthebrink
Enthusiast - Level 2
In response to vzw_customer_support
‎06-04-2018 10:18 AM

I would consider myself a moderate user with the original charger no new

apps and I have done a factory reset twice with no changes in the battery

life situation.

On Mon, Jun 4, 2018, 11:05 AM vzw_customer_support <

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vzw_customer_support
Customer Service Rep
In response to Onthebrink
‎06-06-2018 10:27 AM

Onthebrink, having your battery working properly is so important.  A private message has been sent to assist you further.

Sean_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!!

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