Nokia Lumia 928 Freezes Up....
mcre714
Newbie

After only having my phone for 2 months I have daily issues with this phone freezing up.  So much that I couldn't unfreeze it, so I go to the Verizon store for help and they couldn't fix it.  The store tells me that they will have to order a "RECONDITIONED" phone.... By the way we have to order it online and you will have it next day, in real time I received the phone 4 days later....  Awesome....  By the way I still have to pay my cell phone bill even though I don't have one to use....  Verizon I think there has to be a better way to service your customer by stocking phones at the stores and if I have a phone 2 months and you should replace with new!!

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16 Replies
Tom-J_
Newbie

The reset action only fixes the immediate situation.  It will happen again, often the next call.  This is not a solution, but thanks for those who make the post.  I'm not finding any real solutions.  I took my phone back to the MS store.  They replaced it on the spot with a new one.  Did a factory baseline.  It still locks up and has the snow screen often right in the middle of an active call.  I don't think its a hardware issue.  I think its a Windows software issue, but no one is blaming them.  Thus, no fix it coming out that I know of.  The tech staff at the MS Store had no clue what to do. 

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sdim710
Newbie

My 928 freezes up only when I'm on my Words with Friends app. It will not let me do anything. I let it sit for about 5 minutes and it reboots itself. Next time i'll try the 2 button reset. That would be faster I assume.

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RognPerly
Enthusiast - Level 2

I've had mine since August and it has locked up several times, usually when I need to make a call or a call comes in. Depressing the down volume and power button at the same time will cause it to reboot and unlock. My new problem is sometimes when making or receiving a call I can't hear anything out of the earpiece. Only fix so far is to reboot. I'm still kicking myself in the butt for trading my iPhone for this POS. I'm really considering switching to T Mobile to get out of this phone but their service is holding me back.

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Lumia123
Newbie

Anyone has had problems with the 928 dropping calls while using handset but not dropping while on speaker phone?  I've had this phone for about a month and a half and have had to do the reset Volume/power button twice but now when I pick up a call the call drops.  I have to use the speaker phone to answer calls. 

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Wanderist
Enthusiast - Level 3

This seems to be a common problem with this phone. I had mine about 3 weeks before it started happening to me (bought mine the first week in December) Then the sound went out on the handset intermittantly and I had to get the phone replaced. Because it was only a month from my purchase, VZW replaced with a brand new phone. Have that one 3 weeks, and it froze on me a few nights ago.

One thing I've noticed is that this phone rarely reboots. My Android used to reboot itself after a week, sometimes less. I went 3 weeks on both of these phones without a single reboot. I am wondering if some of the freezing issue can be related to the lack of reboots. I don't count emergency restarts by pressing the volume/power buttons as a full reboot, because some stuff is still going to stay in resident memory. Maybe doing a full cycle power-down and restart every few days might help prevent the lockups?

I'm going to try it and see.

If it is a software bug, I hope the Black update fixes it. If we ever get the Black update that is.

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rmcj
Newbie

I am posting just to contribute to the documentation that this is a real problem, and Verizon/Nokia should acknowledge and do something about it.
I'm on my second 928, the first died during a hard reset. The new one (about 6 weeks old now) has been freezing a couple times a week, I can't power it off because the touchscreen will not respond, it takes about 20 minutes of repeatedly pressing/holding prescribed power/ volume / camera buttons before it will restart. When it does come back up, the display color is wacked (like an old CRT with one color missing), it takes 2 or 3 subsequent restarts to get that right again.

 

Definitely not heat or Bluetooth related (today it happened when I picked phone up after an hour of non-use, & I don't use Bluetooth at all)

Whether software or hardware, this is definitely not just me, and not just you. The behavior described by others above often exactly matches what I am experiencing. 

Extremely frustrating.

(BTW, when I took my first 928 back, I'd had it for <2 mos. and it had a small crack in the screen. I had to pay another $100 deductible to have insurance cover it, even though the problem was definitely not related to the crack)

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clewis97
Newbie

MY 928 has been virtually flawless since day one.  I am much more annoyed by all of my txt messages being displayed in the public domain of my main screen for what seems like 5 minutes after receiving them.  Its like wearing a sandwich sign.

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Boomerham2
Newbie

This phone is absolute garbage. Mine has been locking up since day 1. And yes if you go to a store for help do not expect much. They don't give a rats ass once you have bought the phone,  for the next 2 years you are nothing to them. All they can do is order another same piece of junk phone and switch it out for you and you take your chances that one may work. This is my final Verizon phone and I am done with this worthless company.

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jrzgirl292
Newbie

My phone has been freesing too. Now it won't even turn on though. Verizon of course is making things way too difficult. We paid to have a replacement shipped overnight but it never showed up. We are so fed up with not having a working phone. We got this one on an early upgrade just a few months ago because our last phone broke and would not turn on any more. About ready to leave Verizon since they refuse to help and have been generally rude to us about this whole situation.

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jrzgirl292
Newbie

Well even though my over nighted phone has yet to arrive Verizon finally did something to fix the problem. After talking to many different customer service reps we finally got someone to help us today. I received yet another early upgrade to get a new phone in the store at a discounted price. Even though we dealt with some not so nice people along this frustrating path, we finally were able to replace the phone with a working phone (Samsung S4 mini). Thank you to the great woman in the Georgia call center for helping us!

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TRILEY0821
Enthusiast - Level 1

If your phone freezes up, you just have to hold down two buttons at the same time until your phone restarts. The two buttons are the down volume button and the power button. I would almost guarantee that your first phone could have been saved by doing this because most Verizon employees are not familiar with the windows phone and are only "techy" for the iphone and some droid models. Ignoring your phone for a period of time does not solve the problem like the first reply stated. I had my phone frozen for almost a full day before I figured out how to reboot it. Hope this is helpful for you in the future!

Nanster2014
Newbie

Mine froze up for the first time today - your tip worked beautifully - thank you!

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historybuff94
Enthusiast - Level 1

Thank you so much for your post!  It was very helpful, nothing else I tried worked and this did!  Thanks again!!

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jaxom10
Enthusiast - Level 2

Just want to point out that this is not a solution, this is a TEMPORARY fix. My phone is having the same freezing problems (along with 3 other major issues) and Verizon's answer was to send me a new phone with a new set of problems. Yes, you can reset your phone by pressing the power and the volume-down buttons for ~10 seconds, but this doesn't fix the problem. Rather, it just resets the countdown until it happens again.

Verizon (and believe me I have posted this on the Windows forums as well) - I challenge you to fix the multitude of issues with the Nokia Lumia 928. It is a great phone with what seems like very fixable problems.

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wooz160
Newbie

Thank You so much it works!!

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NetbookJetset
Enthusiast - Level 1

I had a problem with my phone freezing up. The touch screen didn't respond to touch at all. I found that overcharging will affect the windows phone software.  Don't ever overcharge over 2 hours. I fixed it by activating camera mode on the side button and ignoring the phone for 8 hours until the power was less than 20%. Then I recharged it and it has been fine.

I am glad it fixed itself as I have no insurance on it. I recommend insurance for peace of mind.

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