topic Keeps shutting down in XA Series

Keeps shutting down

nwilson921 — Mon, 25 Feb 2019 08:10:46 GMT

Hi, As of yesterday my XA1 (G3121) keeps randomly shutting down without any request for it to do so.

It'll be locked and when I go to use it nothing appears unless I hold the power button down then it boots back up.

When it shuts down it doesn't show a shutting down screen or even light up as it does when you hold the power button.

There's no notice of it being off until I try to use it again.

Any ideas what's causing this?

Re: Keeps shutting down

Jonas — Wed, 06 Mar 2019 14:39:06 GMT

Hi @nwilson921, sorry to hear about this.

How often do you experience this behaviour and do you remember if you installed a new update or a new application just prior to you starting to experience this?

A good place to start is too see if this is caused by one of your downloaded applications and if you restart your device in safe mode, these applications will not be loaded, but everything will be back when you restart the device again. Try having it in safe mode for a while and see if this occurs in this mode as well.

If you have a SD card in your device, you can try and temporarily remove it and see if that helps.

Let me know how it goes!

Re: Keeps shutting down

alstigy — Thu, 21 Mar 2019 18:41:06 GMT

I have the same issue. I factory reset my phone, used the companion PC app to repair software, changed sims, took the SD card out. Nothing has helped, now it seems like a hardware problem.

I take good care of my phone, it has no scratches or usage wear.

Please help

Re: Keeps shutting down

Uliwooly — Fri, 22 Mar 2019 01:20:10 GMT

@alstigy

I'm sorry to hear that, but you will have to contact your Local support to get it inspected/repaired.

Re: Keeps shutting down

Jonas — Mon, 25 Mar 2019 14:48:02 GMT

Hi @alstigy, sorry to hear about your device.

I agree with what @uliwooly wrote, time to get in touch with your Local support team so they can arrange a repair for you.

Feel free to keep us posted!

Re: Keeps shutting down

alstigy — Mon, 25 Mar 2019 19:54:16 GMT

I did get in touch with them unfortunately my warranty expired and they're asking $120 for repairs.

Re: Keeps shutting down

Jonas — Fri, 29 Mar 2019 09:14:27 GMT

Hi again @alstigy!

Oh, I see.

You can always check with the retailer where you bought the device if they offer some kind of insurance that you may not be aware of that extends the warranty time. Depending on the consumer laws in your country, you can try and create a consumer claim, and for more information about this, check with your Local support team or a consumer adviser in your market.