An Accepted Solution is available for this post.

Lumia 928 frozen!

WNeely
Newbie
‎06-17-2013 09:59 PM

I've had my lumia 928 since launch day and I'm pretty much in love with it. Basically everything I could ever need from a mobile device. The only issue I have with it is that at least once a day, the screen will freeze with the only fix being a soft reset. This problem wouldn't normally bother me but I have to reset it multiple times and hope that I'll get lucky. As of right now I've used the soft reset a total of 5 times in the last half hour with zero result. Anyone have a solution before I try getting a new device? I notice this happens more often when my phone heats up. This is my first smartphone so feel free to treat me like an imbecile. Smiley Happy

Labels (1)
Labels
0 Likes
Reply
10 Replies
An Accepted Solution is available for this post.
vzw_customer_support
Customer Service Rep
‎06-20-2013 08:16 AM

WNeely, thanks for your post. This certainly isn't normal behavior for a smartphone. Do you notice it freezing and getting hot while or after using specific applications? If this started while using a specific application, uninstall. Before replacing the phone, I suggest a hard reset http://vz.to/17pEsU2.

Let me know if you need further assistance.

MarquiaF_VZW
Follow us on Twitter @VZWSupport

0 Likes
Reply
An Accepted Solution is available for this post.
WNeely
Newbie
In response to vzw_customer_support
‎06-25-2013 08:38 PM

I tried a hard reset a few days after the suggestion and took note of which apps I was using before the phone froze. So far, there's no single app that causes it and it's currently frozen without being exposed to above average temperatures.

0 Likes
Reply
An Accepted Solution is available for this post.
vzw_customer_support
Customer Service Rep
In response to WNeely
‎06-28-2013 08:24 AM

Thanks for completing the suggested troubleshooting steps WNeely! Please send me a direct message with your mobile number so I may further assist. Thank you.

Tominque B.
Please follow us on Twitter @VZWSupport

0 Likes
Reply
An Accepted Solution is available for this post.
buckeyefanboyer
Newbie
In response to vzw_customer_support
‎07-16-2013 05:28 AM

i tried the hard reset twice and my screen is still unresponsive. I tried multiple soft resets and all it did was make me frustrated.

0 Likes
Reply
An Accepted Solution is available for this post.
vzw_customer_support
Customer Service Rep
In response to buckeyefanboyer
‎07-18-2013 09:16 AM

Hey there buckeyefanboyer,

Thanks for trying the hard reset.  It is the final step in our troubleshooting process and I was hoping that would work.  At this point we would have to discuss replacement options. Please follow me and dm me your mobile number and billing system password so I discuss options that are specific to you.


NicholasB_VZW
Please follow us on twitter @VZWSupport

0 Likes
Reply
An Accepted Solution is available for this post.
felickz
Newbie
‎06-24-2013 10:50 AM

Same issue here...

Seems to happen at random times so i cannot correlate it with any specific scenario...

See same issue on microsoft forums:

http://answers.microsoft.com/en-us/winphone/forum/wp8-wprestore/just-got-the-lumia-928-screen-is-alm...

0 Likes
Reply
An Accepted Solution is available for this post.
mkmitchell
Newbie
‎08-23-2013 08:10 AM

It has happened to me 4 times lately, ie past month. All I can do is do hard reset. I stopped by local Verizon store 2 days ago and clerk said he had not heard of this issue..

0 Likes
Reply
An Accepted Solution is available for this post.
gb755cs
Enthusiast - Level 3
In response to mkmitchell
‎08-23-2013 01:16 PM

I wonder if the phones that came out on launch day and soon after were part of a bad batch?  I've had my Nokia Lumia 928 for a little over a month.  I have had to do two soft resets but not a hard reset.  Also Windows 8 GDR (General Distribution Release) 2 was released for the phone last week perhaps updating to that MIGHT fix your problem it definitely will not cost you anything. 

0 Likes
Reply
An Accepted Solution is available for this post.
gymcoach10
Newbie
In response to gb755cs
‎09-04-2013 08:26 AM

I got my phone on launch day, and this screen unresponsiveness only started once I did the Amber update.

0 Likes
Reply
An Accepted Solution is available for this post.
vzw_customer_support
Customer Service Rep
In response to gymcoach10
‎09-06-2013 08:35 AM

Dear gymcoach10,

Good morning. I am sorry to learn your having issues with your screen after the recent update. I understand this can be very frustrating as softward updates are meant to improve your device.

I would first suggest to remove all third party apps you currently have running on your phone, power cycle device, then test your phone. If this does not work, we suggest a hard reset. To do this follow the directions listed below:

1.      Press & hold Volume Down
2.      Press Power until phone vibrates
3.      Release Power
4.      When the Exclamation appears, release Volume Down
5.      Press & release in order : Volume Up > Volume Down > Power > Volume Down
6.      Gears will rotate for up to 5 mins
7.      Display will be blank for approx 30 seconds
8.      Phone will power on and give setup prompts

Should you need further assistance, please feel free to reach out to us. Have a great weekend!

MichelleS_VZW
VZW Support
Follow us on Twitter @VZWSUPPORT

Reply