topic XZ drained and won't charge or restart in XZ Series

XZ drained and won't charge or restart

PhilTownend — Fri, 05 May 2017 10:32:00 GMT

I put my XZ on to charge overnight (with very low charge at the time, c. 10%) but the charger wasn't plugged in properly. The next morning the phone was totally out of juice and is unresponsive to charging - totally dead.

I've tried charging for hours, holding power button + volume up / down for 20 seconds, connecting to computer etc.

It has some extremely important sound files on it which hadn't backed up and Sony service centre are telling me they can repair but I'll lose all data. My fault for not backing up I know.

Does anyone have any alternative solution to being able to jumpstart the battery without losing all the data? Cheers

Re: XZ drained and won't charge or restart

Jonas — Fri, 05 May 2017 13:37:57 GMT

Hi @PhilTownend, welcome to our community and I'm sorry to hear about your phone.

I can see that you have tried a couple of different solutions already, however there is a few more things that you can try!

First of all I would recommend that you try the 2 minute restart.

Press and hold down both the volume up key and the power key for 120 seconds, ignoring any vibrations.
Release the keys. The device turns off automatically.
Charge the device until a charging icon appears on the screen.
Turn on your Xperia™ device.

Should you still not be able to power on your phone, do you have another Sony charger that you can try and charge the phone with or a different Sony USB-C cable? I understand that this might not be possible but if one of your friends, colleagues or family members also have one of the newer Xperia devices with USB-C you can ask them nicely if you can borrow their charger and/or cable.

If there is no change with another charger and/or cable, try performing a software repair using Xperia Companion. This can be done without powering on the phone. Do note that since you can't power on the phone and unlock it a backup will not be possible and the software repair will delete all data stored on the internal storage of your phone.

After you have tried the above and the phone still won't power on or charge, the authorized service centre will need to examine the phone.

Let me know how it goes!

Re: XZ drained and won't charge or restart

Szekelyfoldi — Fri, 12 May 2017 07:59:07 GMT

I am experiencing the same issue. I have tried on Safe Mode and the device will not charge. I performed a "Factory Reset" and the issue is still present. I ensured the device was updated. I also tried via the Phone Companion to no avail. Tried using 4 different USB C cables and none worked. Used a battery bank, USB Port, USB Charger, Wall Mount, and neither would perform the charge. Only way to charge is by connecting to my PC and selecting the "Charge this device" option on the XZ.

Re: XZ drained and won't charge or restart

Eloria — Sun, 14 May 2017 12:43:57 GMT

Hi,

I use the software repair using Xperia companion. Now I have this message: the software update failed. Make sure that your phone is connecting to the computer and try again.

I did it. It won't start again!

Can I have some help, I have just bought it. I haven't put my sim already.

Re: XZ drained and won't charge or restart

Jonas — Mon, 15 May 2017 13:45:48 GMT

Hello everyone!

@Szekelyfoldi, sorry to hear about that.

Do you experience this behaviour with the cable and charger that was included together with your phone when charging it using a wall socket? If you do and you have already performed a factory reset, I'm sorry, but your device will need to be examined by a trained technician at an authorized service centre. Your Local support team will arrange a repair for you and answer any questions that you may have regarding local service routines, warranty and so forth.

@Eloria, sorry to hear about your phone.

Have you tried performing the software repair again? Make sure that your phone is turned off and not connected to your computer when you start with the software repair.

Let me know how it went!

Re: XZ drained and won't charge or restart

Eloria — Mon, 15 May 2017 18:18:11 GMT

What I did?

I have pressed the button down until the end of the download. And it works !!!!

Re: XZ drained and won't charge or restart

mavande6874 — Mon, 15 May 2017 18:38:39 GMT

are you on 7.0. or 7.1.?

Re: XZ drained and won't charge or restart

Jonas — Tue, 16 May 2017 12:29:46 GMT

Hi again!

@Eloria, Is your phone working as it should now again and you were able to perform the software repair? If that is correct, I'm glad to hear that!

Let me know if there is anything else I may assist you with.