Multiple problems with XZ

[ArielRose987]

Had this phone less than a week and I'm experiencing problem after problem.

Straight out of the box I was having ridiculously fast battery drain, constant overheating and inability to update the software to Oreo without running through XC. After 8 updates through XC and then a factory reset to remove the encryption setting from start up I was still suffering battery drain, overheating and now lagging to add to the list. 

I have now attempted to do a software repair which from this forum i've gathered is suppost to help but I cannot seem to run the repair because I get to the "press and hold the volume key and reconnect device. Wait for application to automatically proceed" step and nothing, it does nothing. I've tried the "hold power and volume up until the device vibrates 3 times before trying again" tip and still nothing, i've held the volume key down for well over a minute and nothing. 

Can anyone recommend me any solution? I don't want to return the phone unless as a last resort because I've only had it less than a week.

[disimes95]

Hi @ArielRose987

So sorry to know that 😕

After a big software update, the phone takes some time to settle everthing in the background. After you performan the update, for how long did you suffer form that problems?

I´ll recomend you at a first, to try to reinstall Xperia Companion! Then, using official Sony USB-C cable, try the Software Repair. If you still face the same problem, and if you have another computer that you can use to try it, i recomend it!

If the problem still persists, i recomend you to contact your local support team. They can assist you better and, if needed, sent your phone to be examined in an authorized Sony Center.

[ArielRose98]

Hi @diogosimoes4321

I did the update on the Tuesday evening, the day the phone arrived but I was experiencing the battery drain during the day before I ran the update through XC. 

Since I posted this I have already been in contact with my local support team. They recommended me the same as you have to run a software repair through XC which I tried to do. The repair failed and now my phone is completely unusable as it is stuck on the "software repair failed. Please plug into a computer and try again." message which I am unable to do because the laptop can no longer detect my device at all. I've tried hard resetting the phone and nothing, still crashed, still stuck. 

I've been in contact with customer services again and they are refusing to acknowledge they've sent me a defective device and will only repair the handset and not replace. 

I've now been in contact with Amazon who are trying to help me get a replacement because I actually did like the phone.

[disimes95]

@ArielRose98

Really sorry to know that 😕
I´ve own an XZ and really loved the phone. Especially the way it fits in the hand due to its design and all the power it can achieve!

About the problem:

• Check if Java is up to date on your computer. https://java.com/en/download/
• Check if you have a good internet signal! 

If you don´t have the latest java update, i recomend you to uninstall Xperia Companion, update Java, then install XC again and restar the PC! Then, try to disable any firewall for few minutes and run Xperia Companion again!

Let me know if that helps!

[ArielRose98]

Hi @diogosimoes4321

Unfortunately not, as the phone is completely unusable it is now a case of send it back and replace, I've already spent a good hour or 2 unstalling and reinstalling everything a I could think of from my PC. The phone isn't talking to it. 

[disimes95]

@ArielRose98

If you press the power button and volume down button at the same time you connect to the PC for sometime do you get any vibration on the phone?

[ArielRose98]

@diogosimoes4321

Yes I do get the vibrations when I hold power and volume up, I've also tried the "my device cannot be connected" link in XC that kick starts the process anyway even if the device isn't showing up, but because it can't pick it up I can't get past the "hold volume down and reconnect device while still holding the key blah blah blah" step.  

Well and truly crashed. 

[disimes95]

@ArielRose98

That´s really strange 😕

My recommend is to send your device to have a proper diagnose!

I understand the frustration of waiting for the device but it´s better in this case!

[ArielRose98]

@diogosimoes4321

I'm not sending it for a repair, I'm cinvincon it's defective and so I want a replacement rather than a repair. I've got a case open atm to push for a repair but if I don't hear back from them by tomorrow I'm returning it and getting a refund. 

After how much I spent buying it outright I'm not then paying any repair fees when they sent it to me broken in the first place. 

[disimes95]

@ArielRose98

Let me know then when you got your new device