topic Cameras stop working after update in XZ Series

Cameras stop working after update

Alpina191 — Mon, 02 Sep 2019 10:30:36 GMT

Hi all,

Seems that both cameras stop working after the last OTA. Tried to do some pics and the screen was black and error message shown.

Have ran the test utility and none of the cameras were available too.

Is this a bug of the last update or is just happening to me?.

Kind regards

Re: Cameras stop working after update

Martin1 — Mon, 02 Sep 2019 12:21:53 GMT

Hi @Alpina19, let me see if I can help out here!

Have you tried clearing data for the camera app? This will reset all settings for the app which might do the trick. To do this on your M5, find and tap Settings > Apps & notifications > See all XX apps > Camera > Storage > Clear data > Restart the phone.

Another thing that you can try is to reboot your phone in safe mode to see if you receive the same error message there. All apps downloaded from Play Store is temporarily deactivated while in safe mode and by doing this, you can see if this error message is caused by a downloaded app. For more information on safe mode and how to use it, click here.

If the same error message appears in safe mode, I recommend that you try to repair the software on the phone using a computer and Xperia Companion. Keep in mind though that a software repair will erase all user data from the phone, so remember to do a backup of your user data before proceeding with the repair.

Try these measures and let me know how it goes!

Re: Cameras stop working after update

Alpina191 — Thu, 05 Sep 2019 11:46:28 GMT

Hi Martin,

None of your advices worked so I'm wondering if the cameras issues are a camera hardware error.

Kind regards

Re: Cameras stop working after update

Martin1 — Fri, 06 Sep 2019 07:09:43 GMT

Hi again, @Alpina19!

If the error message still appears after a software repair, it might be hardware related, yes. In that case I would suggest that you get in contact with your local support team in order to have your phone sent to an authorized service center. If you have any questions regarding service routines, warranty and consumer laws, these kind of questions are best answered by your local support team as well, as they vary depending on market.

I hope that you manage to fix it in the end, If you have any further questions, please let me know!