Verizon removes Kyocera Duraforce Ultra 5G from website

Pocketful
Enthusiast - Level 2

A few weeks after launching the phone it has been removed. The screen at times touches itself and is unresponsive. If you turn on "show taps" in the developer settings you can see when the  screen is touching itself and while it is touching itself it can open apps, jump to the next page, triple click to zoom the page or anything else that you might do with a finger. Hitting the power button and then unlocking the screen will often fix it. Sometimes swiping over the proximity sensor will stop at also. Kyocera and Verizon aren't saying anything.  

29 Replies
vzw_customer_support
Customer Service Rep

We are sorry to hear that you are having issues with your device, Pocketful. We still do have the Kyocera DuraForce Ultra 5G on our website. Here is a link: https://www.verizon.com/smartphones/kyocera-duraforce-ultra-5g-uw/ . Have you attempted to perform a Factory Data Reset on the device? Here is a link for assistance: https://www.verizon.com/support/knowledge-base-236254/

dswren
Newbie

I have factory reset my phone about 4 times in the past week. Its gotten so bad that it almost bought something in my Amazon cart the other day.

Verizon tech support told me that it's a software issue. It's not. If it was a software issue, resetting the device should fix it. It has to be a hardware issue and Verizon or Kyocera need to do something to remedy. 

 

0 Likes
Reply
Lanny177
Enthusiast - Level 2

Yeah Verizon don't seem to care much. I have tried to pm them after they told me to back in July still no reply i have sent two messages. I get a feeling that Verizon not interested because this phone is not a big seller I/E not enough money. 

vzw_customer_support
Customer Service Rep

Oh, no! Dealing with equipment issues can certainly be a headache. No worries, we are here to help. When did the issue start? What recent changes have been made (software update, new apps, etc.)? Aside from this particular problem, any other issues? ~Gilbert

0 Likes
Reply
Lanny177
Enthusiast - Level 2

Resetting of any kind makes no difference. The phone has received 3 software updates that have not fixed it. The problem started when the phone was olny 3 months old i didn't download any app when it started. The touch just stops working or i will get phantom clicks. The olny thing i can do is lock and unlock the phone wich allows me to temporarily use the phone until the touch freezes. Sometimes the screen freezes as soon as i unlock the phone. Just typing this message i had to lock and unlock the phone 5 times.

vzw_customer_support
Customer Service Rep

Lanny177, we appreciate your great details. You mentioned that the problem began shortly after receiving the phone. As most apps, games, etc will run software updates after hours in hopes of not interrupting the user, we would like to do some testing. Please follow the steps at the link below to place the phone in safe mode to test. Once in safe mode please let us know if this continues to happen. https://www.verizon.com/support/knowledge-base-236284/ -LorenB_VZW 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!!

0 Likes
Reply
Lanny177
Enthusiast - Level 2

The problem is unaffected by safe mode i had to lock and unlock the phone several times just to put in on the initial setup. 

0 Likes
Reply
vzw_customer_support
Customer Service Rep

We always want you to be able to use your phone properly. Let's see what's going on. Please send us a Private Note for assistance.*Melissa

0 Likes
Reply
LynAhearn
Newbie

I have this phone and have factory reset it and restarted it cleared my storage etc and it still has this issue majorly

Lynette Ahearn
0 Likes
Reply
Lanny177
Enthusiast - Level 2

Make sure you have the latest update it fixed my phone. 

0 Likes
Reply
vzw_customer_support
Customer Service Rep

We are experiencing increased volumes. Please allow us a moment and we will be with you shortly. Do not respond as this may cause delays with receiving a return message. -Lorenzo

0 Likes
Reply
vzw_customer_support
Customer Service Rep

We appreciate your efforts, LynAhearn. We are saddened to hear a factory reset has not worked but we are determined to get to the bottom of this. To confirm, is the phone still unresponsive post factory reset? -Lorenzo

0 Likes
Reply
acraftylady2
Specialist - Level 2

They must have put it back because when you search or use the app it's there for sale.

0 Likes
Reply
Pocketful
Enthusiast - Level 2

For most or all of 3/31 and 4/1 the phone was missing from Verizon's web site including the business site. That was a drastic and unprecedented action. After less than a week of launching the website stated that it was unavailable to order. Some days later the website stated that it would ship someday late in March and a few days after that it stated that it would ship on April 1st. And then on March 31st it was removed. Does Verizon and Kyocera understand the problem? Is it a software or a hardware problem? At least two people on Reddit have done factory resets and claim it has not fixed the problem. At least two of the reviews on Verizon's website appear to have the same problem. And at least one other person on phonescoop has the same problem. There are likely many, many more. 

0 Likes
Reply
Pocketful
Enthusiast - Level 2

I accidentally touched the box that said this is a correct answer. If a moderator could fix that without removing all of the additional information I would appreciate it. Thank You

0 Likes
Reply
Pocketful
Enthusiast - Level 2

The problem is still happening.  I removed the SIM card  and did a factory reset.  I've been using it for a few weeks on Wi-Fi only.  I've also tested it in safe mode and with glove mode off and the problems still occur.  The screen still occasionally freezes/unresponsive or it  starts touching itself.  Further research shows this is not necessarily a new problem as some other phones have been dealing with this for a few years. Some refer to the touches as "ghost touches".  A dirty screen from fingerprint smudges and so forth can sometimes seem to make the problem worse but it can also happen with a really clean screen. 

0 Likes
Reply
sf72
Enthusiast - Level 2

I had the same problem and left a review on Verizon and it was removed. Kyocera did see the review and their engineer did contact me.  They sent me a new phone which has worked lie it is supposed too.  Call them and have them send you a new phone.  They are aware of the ghosting issue.

Duraforceuser1

I had the same problem with it freezing, after a long process they said there was a software issue and they could send one out right away. However I was in a different state with a family emergency and couldn't be away from my phone , so I waited . I was going to set up an appointment to diagnosis it again but I dropped my phone and the bottom microphone plating fell off . I've owned the other two older duraforce models and never had structural issues . That's why I bought this $1000 model and now I have to pay $230 deductible because now it's deemed as broken or needs repair. This type of phone should not have broken after one fall from 3ft.  I'm scared to drop it again. 

0 Likes
Reply
vzw_customer_support
Customer Service Rep

Duraforceuser1, thanks so much for reaching out to us about this. I totally understand how you feel about having to pay the deductible to get a replacement. However, keep in mind this works just like any other type of insurance. Were you able to file the claim yet? -Dia

0 Likes
Reply
Lanny177
Enthusiast - Level 2

I am having this same issue it's causing the phone to be difficult to use.