Why Does My Ellipsis 10 Tablet Keep Shutting Down?

[JoeBuddha]

I'm wondering if somebody [Removed] the power management code. It acts as if there is no battery, and stays on (I think) when it's plugged in. Mine only started doing this a week ago, so I'm thinking it's a recent update. Used to stay up for hours at a time without any problem.

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Message edited by Verizon Moderator

[SHALE74]

I have had my Ellipsis 10 tablet for almost 2 years. It started having this same issue after the 1st year. I called Verizon and they helped me put it in safe mode, it did not help. I was also told because it was over a year old and I didn't have insurance I could pay out of pocket to have it fixed or get a new one. I use the original charger, there is no damage at all to the device. It started shutting down after it got below 60%, now it does it anything below 80%. It is very frustrating because it takes so long to come back up, then Optimizes, most of the time is shuts down again at least 2 more times before I can get it to come back up and actually work. Once I get it up and running as long as I keep it plugged in, it will last a few hours before shutting down again.

[vzw_customer_support]

SHALE74,

I'm sorry that you're having this experience with your tablet and will be more than happy to troubleshoot your issue in an attempt to get your tablet to function as expected. I'd like for you to enable safe mode http://vz.to/2kouGhP and advise us of any new results.

CoreyM_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!!

[SHALE74]

whenever I have logged into safe mode previously it would be fine as long as the battery was above 65%, once it fell below that it would shut off, same as it does now. Only difference is now it shuts off between 80-65% and takes numerous attempts to turn back on before it will stay on for a few hours. I have tried to go to your site to enable safe mode again http://vz.to/2kouGhP and it gives me an error.

Stacy

[vzw_customer_support]

We truly appreciate your efforts and want you to have a good working device at all times, SHALE74. Let's continue to dig into this. Is your device backed up? Have you completed a factory reset on the device at all? Does this happen every time you reach 80-65% of battery life?

DanielleR_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!!

[ROBENC96]

We purchased 2 of these tablets almost 1 year ago and we have the same problem. Let me summarize the litany of "solutions" we have done.

Factory resets, safe mode, only run minimal trusted apps, and many others. We brought in our tablet and showed to the rep it turning off with 70% battery life. They sent in the tablet for repair. Upon receiving the device back, it stated nothing was wrong DESPITE THE VERIZON REP SEEING IT! It hasn't gotten any better and has only gotten worse! We've called back and we were told there is nothing that can be done despite it's within the 1 year. We have been loyal customers of Verizon since 2002 and you have progressively gotten worse in service and products. AFTER OUR PHONE CONTRACT EXPIRES, WE WILL NEVER RETURN TO VERIZON!  Google Fi is cheaper and I don't have to put up with such an incompetent staff. I have reset this tablet 5 times at the advice if IT when I call in and reps won't send it in because it has already "cleared" their test. I only hope others read this message before buying a Verizon product because it is obvious you don't make quality products, will not service them, and refuse to fix well documented issues.

[ericw_vzw]

We know a reliable device is important, ROBENC96. I'm sure we can get you taken care of. I've sent you a private message in the forum system. Please check that at your convenience.

[ROBENC96]

Let me be clear: THE ISSUE HAS NOT BEEN RESOLVED

So after contacting me via email assuring a resolution, there is now no response.  Nothing has been done to fix this issue, and now I am just past the 1 year mark of when I purchased this.  When we try to email back asking for any type of follow up at the email address we were given, it now says deliverable.  Is Verizon intentionally trying to be bad at service or does this just come natural?  Not only has this been a well documented issue with these tablets, then you do not do anything to remedy the issue. For anyone reading this, DO NOT BUY A VERIZON DEVICE.  They do not provide service and they do not fix the issue.  Keep in mind, this is the same device that WE SENT IN THROUGH THE VERIZON STORE only to receive a note saying "We performed a thorough cleaning and found nothing wrong".

[CHRBRO52]

My Ellipses 10 does a random shutdown and restart all the time. Last night, it happened 3 times in less than than 1 hour.

Today, I talked to Customer Service Rep for more than an hour.  By the end, my ASUS ZenPad Z10 is coming on Friday and I have a $100 credit on my next bill.

[S3er]

Verizon support keeps insisting that going  into safe mode, doing a factory reset, or sending in for repair is the answer. According to numerous owners, the fixes do not work, and replacements they are sent have the same problem as their original equipment.  My unit started shutting down right out of the box, so the downloaded apps are not the issue. Mine randomly shuts down, reoptimizes the apps, freezes while playing videos, and has a very choppy playback. When is Verizon going to admit the units are not repairable? If the problem was a software issue, you'd think by now an update would be offered to download. I'm getting to the point where I will look to switching to another carrier after 15 years with Verizon.

[vzw_customer_support]

DENHER58, we truly appreciate your loyalty over the past 15 years! We wouldn't want to see you leave our Verizon family after all the time that we've spent together. We'd be more than happy to address your concerns with the tablet and resolve any other concerns that may have you thinking about switching. We're sending you a private message to your personal inbox. Please be on the lookout and respond at your earliest convenience. We look forward to hearing from you.

SamanthaT_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!

[Bobaloochi]

Has Verizon yet addressed this issue?  I am one that had a good run around with Verizon about this same issue.  I actually sent it in to them to get fixed while it was under warranty.  They kept pushing the simple troubleshooting steps, but I insisted that it was more than that.  They received it and said they saw nothing wrong with it.  Do, now I am stuck with a unit that continually shuts down randomly.  Some times I can get it to happen semi-consistently.  Like today, it always shuts down when trying to play a certain sound clip online at a certain volume, about 80%.  Another time found that the shut down occurred at a certain screen brightness when a video was playing on Netflix.  Drop the brightness a bit and it stopped shutting down that day.  It really is bogus that Verizon refuses to address the issue as something more than a glitch that can be resolved by a factory reset or restarting the system.  Like many of you I will not be purchasing another Verizon device.

[vzw_customer_support]

I appreciate all the time and effort you've taken to work with us during troubleshooting as well as to send the tablet in for testing, Bobaloochi. I regret those efforts didn't produce the results you had been hoping for. Although we don't actually manufacture the devices, we understand how important it is for your device to function correctly so you can enjoy our network. With many advanced devices, certain maintenance steps can help it perform better. Since the Ellipsis 10 is part of Android's open market, a combination of third-party applications along with the usage of RAM (among many other factors) can contribute to the device acting as if it's malfunctioning while still passing all the standard tests we complete when it is sent back. Just to be sure I'm on the same page since you mentioned a factory reset, have you completed a reset since we initially began troubleshooting? And if you did, how long after the reset did this problem begin to reappear? Do you continue to close recently used applications using the steps from https://www.verizonwireless.com/support/knowledge-base-200681/ throughout the day? 

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!!

[Bobaloochi]

I am unsure when it started again after the factory reset. As for running

apps, I rarely have more than one open. The problem with recreating the

shut down criteria is that it doesn't seem to happen at the same point all

the time. Some things that do seem related are having a low charge, around

20%, and when trying to play videos around that charge level.

On Jan 17, 2018 4:41 PM, "vzw_customer_support" <forums@verizonwireless.com>

[KEN4772]

They won't fix it.

[vzw_customer_support]

Having a working tablet is essential, KEN4772. Are you having issues with your tablet as well? Please describe what is happening with your device.

NicoleB_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!!

[mbobrowski77]

Verizon Wireless Customer Support, I've been reading these boards because I am having the same issue and obviously there has not been one person that says the factory reset or anything else you stated works and the same people are constantly on here so it is not like they are not online, they are all still having issues.  If this is as massive an issue as everybody is stating and if Verizon is selling these tablets then they should pull the Ellipsis 10 from the shelves and stop selling them and either replace the ones that are not working, which is a large amount of them, or give everyone there money back.  That is unless you have a better idea other than doing a factory reset or going back to the manufacturer, because that shouldn't be the only answers.

[vzw_customer_support]

We always want to make sure your devices are working to the best of their abilities. I am sorry to hear your Verizon Ellipsis 10 has not been working properly. When did your device start powering off and on? Is there any damage with your device? 

Thank you

ChetonJ_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!!

[JERLAB22]

I also have this same issue, the first time it happened was about 6 months after I purchased it. I sent it in for repairs after doing a factory reset (which didn't help).  I got it back a couple weeks later, it worked for about 6 weeks, at which point it started doing the same thing.  Again I wasted basically a day going through the steps of factory resetting and waiting for it to fail again before Verizon would send me a box to return it.  A couple weeks elapsed, and again the mother board was replaced. This one lasted about 8 weeks before it started failing.  Now it has reached the point where it dies within an hour of using it.   So far the only suggestion I got from the support folks that looked viable was to go to the Verizon store, purchase insurance, and then smash it in the store, although this even looks like bad advice because the insurance includes a deductable...  So now I am just past the 1 year warranty, and even though the support person guaranteed that Verizon would fix it again for free if I had the same problem, I bet that story will be different now.

[KEN4772]

they are junk

[Rdt732]

I, too, have had the same problem with my E10 for months. I have monitored the various sites and the problem is numerous, widespread and Verizon either has no clue on how to solve or corporately has decided to ignore the problem. I have had good success the cell phone side of the equation, but this situation will certainly color my view going forward .