Moto Z2 Play spontaniously shuts off and is hard to power back on
D_Zimmerman
Enthusiast - Level 2

My daughter has a Moto Z2 Play and it will randomly shut itself off.  It's not a battery issue because when you get it powered back on it will have anywhere from 40% up.  It's an instant shutdown.  To get the phone started again I had to hold the power button for about 10 seconds.  This just started within the past week or so.

I checked to see if it needed an update but it showed current.

It happens both Wifi and network.

It has happened in multiple activities...listening to music, VOIP phone, regular phone, no clear pattern.

Has anyone had any odd issues with random power downs like this?

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69 Replies
jj380
Enthusiast - Level 1

I have this issue almost every day. Customer service has been worthless in resoling.

vzw_customer_support
Customer Service Rep

j380,

 

Help is here! You deserve top-not technical assistance at all times & I regret that has not been happening. We want to make sure that your device does not power off & give you a hard time powering back on. Allow me to gather some information to make sure we get this situation resolved as quickly as possible. When did this problem start to happen? (A few days ago? A few weeks ago?) Around the time this started to happen, do you recall downloading any new apps or was there a new software update performed? Is there any physical or liquid damage to your device?

 

 

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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jj380
Enthusiast - Level 1

Hello. There is no damage, I have the latest software update and I have

tried all the trouble shooting that customer service has given me. my phone

powers off randomly, freezes up and crashes. My wife's phone same kind does

same thing.

On Feb 27, 2018 5:38 PM, "vzw_customer_support" <forums@verizonwireless.com>

vzw_customer_support
Customer Service Rep

jj380,

 

I'm sorry to learn of the issues you are having with the devices. Since you are both having the same issue and you're using the same device, I'd need to gather some additional information. Instead of going back and forth, I've sent you a Direct Message. 

 

ChristinaB_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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9162479611
Enthusiast - Level 1

I have the same shut down issues also. Has there been any progress in a solution to resolve this malfunction?

Chrdellinger
Enthusiast - Level 1

I have been having the same issue for some time now. Has anyone found a fix?

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vzw_customer_support
Customer Service Rep

Chrdellinger, we want to do everything we can to ensure your device is working perfectly for many years to come! How long have you been experienceing this issue? Have you tried any troubleshooting on your end to see if it would be resolved? Do you see that it runs out of battery quickly? We're eager to hear back from you! - MichelleH_VZW

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vzw_customer_support
Customer Service Rep

How long has this been happening? Did this happen after an update?

DillonY_VZW

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Amsmith81
Enthusiast - Level 1

My phone does this all the time and customer service has been absolutely no help at all

vzw_customer_support
Customer Service Rep

It disappoints me to hear that several people here are experiencing similar issues with the same model. We strive for the best customer service. I am not finding any other reports or known shutting down issues for the Moto Z2 Play. Not to worry, I am confident that we can help you figure this out D.Zimmerman. 

 

Is there any type of physical or water damage (https://goo.gl/VEPbuL) on her device? Does she receive any type of warning or errors before it shuts down? How often does she restart her device or does she never turn it off?

 

RyanC_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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danb1234
Enthusiast - Level 2

thats great you're disappointed... and all I seem to see is you are looking "to gather more information".....so what is the issue???

talking on the phone and bam.....the flash goes off and the screen goes black.  Turn it back on and the battery shows 30%.

dan607
Newbie

I have the same problem with the same phone. It seems to occur more often under 60% battery

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Imgladatlast
Newbie

This is EXACTLY what happens to mine and it started right after the new operating system was down loaded. No updates since have fixed the problem and tech services hasn't helped a bit

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vzw_customer_support
Customer Service Rep

This is not the type of experience that we want for you! Software updates are designed to improve your device and not the other way around. We'd love the opportunity to help you with this issue, and in doing so, we'd like to ask some questions. How much battery does the phone have when it turns off? Are you doing something in the device when this issue happens?

 

AbrahamS_VZW

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intermedx
Newbie

As I stated in my post, I had this issue and it was all about memory management. Unfortunately, there was no support to be found anywhere about this. I had to troubleshoot it myself, but was finally able to get my phone working again.

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ray_dye
Enthusiast - Level 1

I had this problem. I took it to the Verizon store and they checked it out. Said it was just a manufacturing default and gave me a new one for free. I was still under contract.

vzw_customer_support
Customer Service Rep

Problems are never fun when it involves your cell phone, ray_dye. Had this issue resurfaced itself since you had your phone replaced? 

 

 

JoeyM_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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SCRAPPINNANNA02
Enthusiast - Level 1

How frustrating is it to see NUMEROUS other customers experiencing the same issues as I am.  I began having issues after the 711 upgrade.  Battery life quickly drained.  Then occasionally it would cut off on it's own.  I was able to restart so ok...irritating but I can deal.  Then it became more frequent.  NOW...I play heck getting it to restart.  Often it just will NOT !  It will show no charge...but it does have charge.  At times it gets hot.  I am 9 months from upgrade but out of warranty.  I have the protection plan...but the deductible for this obvious Trainwreck phone is $149.  I am a widowed 63 yr old long time Verizon customer that has had it !  This phone is useless if o were to have an emergency situation.  There is obviously a serious design issue with this model.  And now I am unable to afford to pay my monthly payment AND scrape up $149 for a refurbished Trainwreck that is no secret continuing to happen.  Is ANYONE seeing the customer is being shafted here !!!???  Is Verizon or Motorola doing anything about this ???

vzw_customer_support
Customer Service Rep

We really appreciate the information that has been shared by all of you. This helps us to get the information that is needed to fix this. We need you to complete the following so that we may further investigate the issue:

    
    
  1. Complete a Factory Data Reset without restoring any apps, content or inserting any SD Cards into the device. https://www.verizonwireless.com/support/knowledge-base-212927/
  2. Calibrate the battery (See instructions below)
  3. Continue to test for 72 hours after this has been done.

Recalibrate the battery

  • Press and hold the power button until the phone reboots (10secs)
  • Plug phone into the Original Equipment Manufactured Turbo charger (the charger that came with the phone when it was purchased)
  • Allow phone to charge to 100% (leave on the charger overnight).

Please reply back if this behavior persists.

 

 

 

 

Tamara_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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Cmorris71313
Enthusiast - Level 1

Tamara

I am having this issue as well with my phone it cuts off randomly and often when I power it back up my battery life has dropped substantially according to the phone it is up to date on updates I deleted some photos and apps but to factory reset my phone I will lose all of my data I have an SD card but when w I try to move items to the SD card it seems that this is unsuccessful I'm not losing all of my contacts and pictures to do a factory reset there's no evidence that doing that will solve the problem and I can't risk losing all of my information and not even solve the problem.

Do you have another suggestion thanks Crystal