Moto z2 force randomly shuts off

[ADABAK59]

My Z2 Force shuts down after being off the charger for less than 10 minutes I have had the phone since May 2018 the screen also goes black as soon as I receive a call so I can't answer it and when I make a call it goes black so I can't use the number pad or hang up

[Carmstrong42]

I am having a similar issue.  My Moto Z2 Force will randomly shut off.  I can't power it back on without resetting the phone (press the power and volume buttons and hold until it restarts).  The power button alone does nothing.  It is definitely not that it doesn't have a charge as when I power it back on there is 75% or more power left most times.  Please help with this issue.  It's hard to hear a phone ring or get a text when the phone is off and you have no idea it is off.  I have been having this issue for over a week and have had to reset the phone multiple times.

[vzw_customer_support]

I rely on my phone to work well at all times and definitely want you to be able to rely on your phone, carmstrong42. Let's take a closer look into what's going on. Has there been any damage to the phone? Are you using the charger that came with the phone? Do you have a memory card in the device?

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!!

[Carmstrong42]

I don't believe there had been any damage when this started, however just a

couple of days ago I noticed that the glass cover I have on my screen has a

crack in the bottom right corner.

As far as charger, no, I am not using the charger that came with the phone

(to be honest, I'm not sure which charger and cord came with the phone as I

have had it for over a year). I put it on a wireless charger at night

since I have the Kate Spade extra battery pack attached to the phone. I

have not had any issues with this and even disconnected the extra battery

when this happened the first time to see if that was affecting it in any

way. It did not seem to be a factor since it still didn't turn on with just

the power button.

Yes, I do have an SD card installed on the phone.

Thank you for responding and helping me with this issue.

On Thu, Jan 24, 2019 at 2:38 PM vzw_customer_support <

[vzw_customer_support]

Do you experience this issue with both batteries? JesseM_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!!

[Carmstrong42]

I have not run the phone without the second battery so i can't answer that

question.

On Sat, Jan 26, 2019 at 2:53 PM vzw_customer_support <

[Carmstrong42]

what do I do about this? I have not heard back from you about this. Do

you have a solution?

[vzw_customer_support]

I'm sorry that we haven't responded, Carmstrong42. I know a solution is urgent at this point. 

It would be best to run a Health Check on the phone, from the My Verizon app. If you open the app, you can select Menu, (3-lines upper left), select Devices > select Manage under your device > scroll down to Run Health Check. Please let me know what the results are for the Battery. 

VanessaS_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.

[Carmstrong42]

It says there is plenty of battery. The only ! was next to location, that

the location services are turned on.

This is not a problem of the phone running out of battery. It simply shuts

off. When I do get it back on, there is still plenty of battery and it has

not been plugged in.

On Mon, Feb 4, 2019 at 4:45 PM vzw_customer_support <

[seanc_vzw]

Having your phone stay powered on reliably is mandatory. Let’s put a stop to this issue of the phone shutting off ASAP.  We have sent you a private message to assist you further.

SeanC_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!!