topic Re: Screen goes black and nothing works in M Series

Screen goes black and nothing works

BeginnerTech — Fri, 02 Dec 2016 23:23:23 GMT

So often my the screen on my phone goes black however quite clearly is still working as it beeps when messages come in etc. I have tried everything to get the screen to come back but just have to plug in the phone and wait and then eventually it comes back. It is not a battery problem

Re: Screen goes black and nothing works

Uliwooly — Fri, 02 Dec 2016 23:40:35 GMT

Does the phone has a protective case, film and/or glass?

Re: Screen goes black and nothing works

Jonas — Tue, 06 Dec 2016 10:45:45 GMT

Hi @BeginnerTech, I'm sorry to hear about your phone.

For how long has this been happening? Do you remember if started to happen after you updated your phone or installed an application?

When the screen goes dark, are you using a specific application or service in this phone or does it happen randomly? If it happens randomly, how often would you say that the screen goes dark? Is it a few times per day or a few times per week?

You mention that you have to plug in your phone, do you mean that you have to plug it in to a charger and after a while the screen is turned on again?

I'd recommend that you reboot your phone in safe mode to see if a third party application is the cause for the screen going dark and that you aren't able to turn it on again.

Let me know how it went!

Re: Screen goes black and nothing works

SureshAthani — Fri, 09 Dec 2016 05:18:22 GMT

Same here...

Model No. : XPEIA M5 - DUAL (E5663)

After updating of my phone from android version 5.1 to 6.0 problem has started i.e. screen goes black or in frozen state.

This happens randomly, any time (mostly 2 to 3 time daily).

When I plug the charger to phone then it shows battery charging logo with percentage. That time only I able to restart the phone.

I tried with restoring the phone in factory mode and without installing any third party apps. Problem not resovled...

SONY team please look into this matter...

Re: Screen goes black and nothing works

Jonas — Fri, 09 Dec 2016 14:00:35 GMT

Hi @SureshAthani, I'm sorry to hear that.

Do you experience the same behaviour that the screen goes dark but you can still hear if someone is calling you?

If you do, I'd recommend that you remove SIM and/or SD cards from the phone and see if they are the cause of the screen going dark and the phone freezes up.

If there is no change, could you please try and perform a software repair using Xperia Companion?

Let me know how it goes!

Re: Screen goes black and nothing works

JuhaS — Mon, 12 Dec 2016 16:48:21 GMT

Hi, I have the same issue: screen goes black and does not recover without forced reboot. The phone rings & beeps for calls & messages, but screen is dead. This happens whenever a cable is connected to the phone - even if the usb cable itself is not conntected to charger or computer or anything else. So everytime you want to charge the phone you have to prepared to reboot the whole apparatus...

Re: Screen goes black and nothing works

SureshAthani — Tue, 13 Dec 2016 06:22:02 GMT

Thanks @Jonas for immediate reply...

Jonas : Do you experience the same behaviour that the screen goes dark but you can still hear if someone is calling you?

Me : No, I cann't here any sound when screen goes in dark mode. Caller hears switch off message when they call me.

But now I noticed that, whenever I use LTE/4G data signals, suddenly my phone goes in frozen state as I talked earlier.

After lots of googling I came to know that, SONY has installed weak battery in some models (unfortunately in my model too).

So I request you, to check the same and correct this bug with replacing strong battery.

Thanks and regards,

Suresh Athani

Re: Screen goes black and nothing works

Jonas — Tue, 13 Dec 2016 13:48:57 GMT

Hello guys!

If there was no difference in the behaviour after completing the software repair, please get in contact with your Local support so they can assist you with having your phones sent in to an authorized service centre.

They will also be able to answer any or all your questions regarding service routines, warranty and so forth.

Keep me updated!

Re: Screen goes black and nothing works

SureshAthani — Tue, 20 Dec 2016 12:09:27 GMT

Problem was not resolved after flashing the handset with Service Center. Now Submitting my XPeria M5 mobile to Sony Service center by tomorrow (21/12/2016). I am very disappointed with product quality because immediate after expiration of warranty my phone goes wrong. Not satisfied with this product...

Re: Screen goes black and nothing works

Jonas — Wed, 21 Dec 2016 13:10:16 GMT

Hello again @SureshAthani1!

Sorry to hear that you weren't able to resolve the troubles with a software repair and that you aren't satisfied with the product.

You should forward this towards your Local support since they are the experts on your market and will be able to help you, I'm afraid I don't work in your specific market and warranty may vary between regions.

Please keep me updated with how the phone works after it has been at the service centre!

Re: Screen goes black and nothing works

Trimond — Thu, 22 Dec 2016 05:05:31 GMT

I have been facing the same problem since upgrade to Android 6.0, also had the same problem when I bought the phone back in November last year but it was fixed with a software update

I did visit my local sony center and explained them the issue and that it could have been a battery issue

They said it's least likely to be a battery issue (Just changing the battery would cost $85, without being sure that would fix the problem)

Also had to leave my phone with them for a week to diagnose without any spare phone to use for a week

So I didn't drop my phone with sony center

Finally after lots of reading / observing my phone it looked like some problem was with frequency band used by my service provider, something to do with 900Mhz frequency and Engineering mode to disable those frequency bands but turns out Android 6.0 doesn't have Engineering mode anymore

So I tried switching my mobile network settings to WCDMA (preferred) / GSM mode instead of LTE (preferred) and also uninstalled / disabled Google maps because it seems that whenever I used it on LTE or 3G, the phone would go blank

So far it hasn't gone blank which seems to be a temporary fix untill Sony comes up with a software update to fix this issue, since this issue was not present in the last version before Android 6.0

Also carrying a powerbank around just in case it goes blank again

Re: Screen goes black and nothing works

SureshAthani — Thu, 22 Dec 2016 11:11:43 GMT

Exactly @@Trimond..

You are well explained the issue, which same as I am facing.

I submitted my phone to sony service center... let us know what will come out from their side... whether they suggest to change battery as like you or any other issue.

But it's true that, the problem is started after Andorid 6.0 upgrade...

Thanks for sharing...

Suresh

Re: Screen goes black and nothing works

Jonas — Thu, 22 Dec 2016 14:41:01 GMT

Hello everyone!

@Trimond, Thanks a lot for sharing this information.

I will make sure to forward this information as user feedback. In the meanwhile, do you have the opportunity to try another SIM card in your phone from another operator and enabling LTE again?

@SureshAthani1, Keep me posted with how it went with the service of your phone and how it works after you get it back!

Merry Christmas to you both!

Re: Screen goes black and nothing works

Trimond — Mon, 26 Dec 2016 10:14:40 GMT

Hi @Jonas

Thanks for the reply

No I haven't tried another sim card but I have enabled LTE again for a few days now

So far it hasn't gone black again

I was reading this other topic:

http://talk.sonymobile.com/t5/Xperia-M5/M5-suddenly-shuts-off-every-10-minuts/td-p/1037964/page/75

Someone mentioned that "whenever I go outside my phone turned off even the battery is full"

That is actually true, the phone never goes black if at home or office (connected to WiFi)

Hope this helps, I had noticed under Xperia care diagnostics there were 6 Application incidents (all of google maps) this number would increase everytime the phone went black

Also I had forgot to mention that I had turned OFF Location on my device (when I uninstalled and disabled google maps)

@SureshAthani1 Please do let us know, once you get your phone back from the service center and their reponse

Re: Screen goes black and nothing works

SureshAthani — Fri, 30 Dec 2016 04:46:01 GMT

Hi all,

Service center suggesting me to REPLACE THE BATTERY...

But after replacement of the battery they are not ready to give assurance that the same problem will not occur in future.

At the other end they are firm that the problem is due to battery.

Can service center repay my amount which I paid for replacement of the battery, if problem reoccur?

Re: Screen goes black and nothing works

AlexandruRai — Sun, 01 Jan 2017 13:43:06 GMT

DEAREST SONY,

A friend of mine saw today my activity on Support Forum and he has an Xperia M5.

He's very happy with it except this weird and annoying problem. Screen goes black when having aprox. 10% of battery and nothing else works (phone is freezed) but to recharge it to a specific percent of battery. He has the dual version too. And he has no software installed in it. He told me he has this problem from the first week of usage and he believes it's because of battey. This situation happends randomly depending the percentage of the battery charge.

I can't test its unit for now, but I do help my Xperia friends!

PLEASE SONY TAKE NOTE AND MAKE AN UPGRADE OR TELL ME WHAT TO DO IN THIS CASE!

THANK YOU SO MUCH!

Alex

Re: Screen goes black and nothing works

Jonas — Mon, 02 Jan 2017 13:24:43 GMT

Hello again everyone!

I'm sorry for the late reply, I have been out of office due to vacation.

@Trimond, Thanks a lot for your update!

Is the phone still going black when you are outside with the phone now after turning LTE back on? Or was that previously what happened, when you experienced the troubles?

@SureshAthani1, I'm afraid I wont be able to assist you with market specific inquires regarding service, warranty and so forth since these are handled at a local level. I would recommend that you get in contact with your Local support and they will be able to answer your questions.

@yce, I'm sorry to hear about your friends phone.

When the device turns off, does your friend always have to connect the phone to a charger before he can turn the device on again? If that is the case I'm afraid it sounds like hardware troubles and not software and he should contact his Local support team so they can assist him with getting the phone sent in!

Keep me updated everyone and once again, sorry for the late reply.

Re: Screen goes black and nothing works

AlexandruRai — Mon, 02 Jan 2017 21:45:45 GMT

Hi,

As I talked with him, he said that the device did that from the begining first week or so.

Hmm... Is that a defective device as G lenses I experienced from Sony till now?

Some people say that is a defective device M5 and that are many of this model. Is that really so?

My friend told me that this reaction in random, from time to time, but otherwise the device is doing well. He is using two sims at once with two different operators. Also using camera and mostly Facebook.

I don't know what to tell him because he has the device in warranty but he is depending a lot of it.

A factory reset can help or a flashing with latest firmware?

Please advice me,

Thank you!

Re: Screen goes black and nothing works

Jonas — Tue, 03 Jan 2017 10:40:37 GMT

Hello again!

So it's not always when the battery reaches a certain percentage that the phone turns off and can't be powered on, unless he starts to charge the phone?

Could you please ask him how often it happens? I would recommend that he starts with rebooting the phone in safe mode and use the phone as he would normally do and see if it continues to shut down at a certain percentage. Just to make sure that a third party application isn't the cause of this.

Should the phone shut down at a random percentage in safe mode as well I'd recommend performing a software repair using Xperia Companion.

Keep me updated!