My tablet keeps shutting down while using it

[Jack3113]

My tablet shuts down without warning while using it.

[vzw_customer_support]

We're very sorry to hear about this trouble, Emsrider. We know it can be disappointing when your device doesn't work. We certainly appreciate you completing the troubleshooting steps that you have. Let's keep working towards getting you up and running. Is your device damaged in any way? Have you had an opportunity to talk to tech support about warranty or other replacement options?

[Emsrider]

It is not damaged in anyway. Have not talked to tech support yet, due to

the fact the steps are always the same to troubleshoot figured I would do

those steps first.

On Jun 26, 2017 6:46 PM, "vzw_customer_support" <forums@verizonwireless.com>

[vzw_customer_support]

I completely understand, Emsrider. It always makes sense to try a couple things. At this point, since you've already tried the troubleshooting, we would need to look at those options. I'll send you a private message with your options on how to proceed.

[SHAYLAH_M]

Mine does the same thing. I found that it I let it get below 60-70% charged, it does it more often than not. If I leave it plugged in, it's fine. However, what is the point of having a tablet if you have to leave it plugged in? Verizon told me once that they would replace it, but they sent me an empty box for repairs instead of a replacement. I can't wait until my contract is up so I can quit paying for this piece of junk. FYI it does the same thing that everyone else has described: turning off multiple times and then optimizing for 20+ minutes. Also, as soon as I unplug it, it starts giving me alerts that my battery has 1% remaining when it is clearly 100% charged.

[vzw_customer_support]

Thank you everyone in this community thread for providing us with your personalized experiences with this issue and the Ellipsis 10. We will be forwarding this information over to our device team for further review.

[mccallnatasha11]

I am having the same issue!!!! Very frustrated!!!!

[ROBSCH81]

I'll add my hat to the group of people that have the power off issue. In my case, I'm going to annoy the support person because, no, I don't use the supplied charger, I use a handful of different USB chargers that work perfectly fine with every other device we own (quite a few) and the tablet will charge to 100%. The charging is not the problem. When the tablet gets down into the 60% range of battery is typically when this starts (hmmm, seem to recall multiple people talking about that) but have found that once it gets below 60% it gets more stable again but will randomly shut down, just less likely. As to damage, none visible, but I've owned this tablet for over 18 months, so its hard to say for sure.

As to starting in safe mode, I'd have to agree with all of the others, its kind of pointless, since you can't run any useful apps in that mode to test things. I have noticed that if I'm doing something that's more intensive, such as playing a graphically heavy game, it has a significantly higher chance of shutting down.

So, basically, I'm guessing that support will either ignore everything I've typed and ask if I use the factory charger and if there's any damage, or they will say that I absolutely, positively must use the factory charger, and since I'm not, that's the problem. But, I thought I'd add my 2 cents that its also happening on my tablet and has for a while now and if they'd just resolve this power issue and the black box issues that it looks like others are having (which I also have) I'd actually like my tablet a lot.

[vzw_customer_support]

We understand your concern and want this to be resolved. Troubleshooting is what helps us determine what is causing the issue with your tablet, helps us understand how to stop it, and helps us prevent it from happening again. Safe Mode might seem like it does nothing, but if your tablet does not shut down while in Safe Mode, an application could be causing the issue. Have you completed all troubleshooting steps so far? Since all of this began, have you tried a Factory Reset?

JavierMD_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!  

[ROBSCH81]

Here's what I can tell you, and this is from a developer perspective, as well as a user perspective. I have booted into safe mode, and since I can't use anything, have not been able to use the tablet long enough to determine if that helps or not. The problem typically manifests itself while using it, not just staring at it. I have not done a factory reset, as I don't think it will help, particularly based on what everyone else is saying here on this thread.

However, here are some bits that should be more helpful. First, I've noticed that it happens most often when the battery power is between 60-69%, and I'm positive of this, I see the battery drop to 69% and I know that soon, no matter what I'm doing on the tablet, it will soon power off. Interestingly, if I can get it to stay on until it hits 59% then its good again until it gets down below 50%. Whatever the problem is, its tied to the battery level, unless it just happens to be a pure coincidence. Second, it seems that doing anything that would be a stress on the power, a graphic intensive game or something with lots of computing power, brings it on quicker. Finally, based on the fact that there's somewhere around 15 people on this thread all with the same issue, I really doubt its a particular application that is causing the problem, I suspect its something in the base image, like a driver or a system library. I am willing to help with what I can, but since there are numerous people who have already done the steps that you keep repeating (namely factory reset and safe mode) and have not been able to point to anything, lets move past that and look at something else.

[vzw_customer_support]

ROBSCH81, we appreciate you giving safe mode a try to see if the behavior repeats when the battery level drops within that range. Since it's not occurring in safe mode, let's continue with some additional troubleshooting. Can you please go into Settings>Battery and press on the 3 dots to get to the Battery Saver Mode. Once in that setting, please turn it on and let us know if the behavior is still present once the battery power drops below 69%.

EbonyR_VZW

Follow us on TWITTER @VZWSupportIf 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!!

[ROBSCH81]

Thank you for suggesting something new! I just checked my tablet and its in the 60-69% battery range right now, so I set the battery saver mode and during my lunch when I normally use it, I'll try my usual stuff, which should cause it to shut off, and let you know after that if it happens!

[ROBSCH81]

Alright its after lunch and I have to say, turning on the battery saver partially worked! I was able to use a couple of my usual apps which had a high chance of causing a shutdown without it shutting down! Now for the bad part, as soon as a fired up a graphic intensive game (Sonic the Hedgehog) the tablet still shutdown within a minute. So, I would say, anyone else following this thread, please try the power save option and see if it reduces the number of occurrences of the random power offs and please report in. Secondly, its starting to look like maybe something in the graphics driver or chip. I noticed when doing some of the stuff that power saver turns off a lot of the graphics eye candy, but without knowing everything that power saver mode does, I can't be certain. It may be that its running the processor at a slower speed as well, but that's not as clearly obvious as turning off graphics stuff.

[Tora06]

Turning the power saving mode just slows down the tablet for me. The

graphics issue still occurs and the shutdown/restart and app optimization

upon restart (slooooooow process) continues. I am beyond annoyed

[vzw_customer_support]

It's understandable that you're annoyed with your tablet shutting down, Tora06. At this point, we recommend attempting to have it sent in for repair again. Based on what we've learned from our manufacturer, this is an isolated defect in the device, and any unit that is experiencing the same should be sent in for repair after all troubleshooting through Factory Reset has been completed. So we can get a recovery box underway, please be on the lookout for a Private Message.

LynnD_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!!

[rpitre]

I have been through that procedure and what I got was a unit doing the exact same thing. "isolated defect"? I don't thing so. I have gone through 3 out of 3 isolated defects.

I'm thinking class action at this point. It's just not right!

[S3er]

I am having the same issues with my new Ellipsis. Randomly restarts, freezes, black boxes over sign in boxes, flashing background. Using original charger. Problems started from day one.  Inferior product; disappointing that Verizon would put their name on this piece of junk. Have been a customer of Verizon's for a decade, but may be time for a switch.

[Tora06]

We all are experiencing this same problem. My question is this- will

Verizon stand by this tablet and repair/replace this product or are we

going to have to continue having a terrible experience and not even be able

to depend on this product?

[rpitre]

Same problem here!!!!!

Shuts down randomly after the battery get to around 67%. I have jumped threw all the hoops suggested by Verizon Tech and I'm not resetting it anymore! The only apps on the tablet were any apps on after factory reset.

I got my first ellipsis 10 about a year and a half ago and shortly after it started shutting down for no reason. after many hours of my time searching for answers online, I finally just gave up and decided to use it for games around the house for about 6 months (was purchased to help with work). Then, one day I decided that it just wasn't right for me to be paying for this thing and it is broken so, I used my insurance to get a replacement. Not sure about what was going on with this terrible tablet, I assumed it was just defective so, I got another one. In a matter of weeks, the replaced tablet and the new tablet was doing the same thing. So here I am with 2 of these terrible tablets which I'm still paying monthly for ( with 4 and 15 months to go) and they are still worthless. Now, I see that many others are having the same issue and its a shame that Verizon doesn't make things right and offer free replacements of different tablets until they figure out what the issue is. But, I guess business is business.

[vzw_customer_support]

rpitre,

We understand that it's frustrating to have devices that are not working properly. The option we have is to honor the warranty and have the tablet repaired or replaced by our warehouse team. We've sent you a Private Message so that we can take a look to see what options are available for you. Check your inbox and reply to us there.

ShawnteJ_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!!

[LAURAMC3711]

I am having the same problem with the Ellipsis 10.  It is extremely frustrating.  Mine even restarts when plugged in with the original chargers.It restarts at least 5 -6 times a day.  There is no damage of any kind.  It is pretty much like new because I can't really use it for much.

[vzw_customer_support]

I’m sure that much restarting is quite annoying, LAURAMC3711. It’s good to see you’ve been taking care of your tablet and I want to make sure we get it to stop causing you so much frustration. Can you tell me a bit more about your specific experience, such as if you notice this happening after anything in particular is accessed on your tablet or that it started after something updated? If you use the steps at https://www.verizonwireless.com/support/knowledge-base-200581/ to place your tablet in Safe Mode, does it remain powered on? Do you also see any messages on your tablet when it restarts?

Thank you
JenniferH_VZW
Please 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!!