Xperia 5 restarting, no support.

[Dmitrijs_M]

I have bought the phone in the middle of April 2020 from the authorized dealer in Latvia. From the beginning it was restarting. The first time was during the language selection on the first boot. I have tried to return the phone to the shop. They have sent it to an authorized Sony service. Service has found nothing, so the shop has refused to replace the phone or refund. I've contacted Latvian Sony support. They have asked to perform a lot of stuff - resets, software repairs, tests in the safe mode - nothing helped. They have asked to send the phone to the service again. I had managed to film the problem. I've send the phone to service with detailed description, with videos and with the claim. They have found nothing again. No one have seen my videos, I've never received an answer to my claim. But the phone continued to restart 3-4 times a day. I even didn't need to do something with it. I was just trying to unlock it with the finger print, but couldn't, because you have to enter a password after a restart.

Approximately in the middle of June Sony support have told me, that the are starting an "investigation" of my case. I was waiting nearly for a month for an answer. The answer was to update the phone with the latest firmware update. I was waiting for another month for this update to be available in my region. The update has changed nothing. Sony support is telling me to send the phone to the service again. As if it will not be the same as it was 2 times before.

At this point about 4 months have passed, since I reached Sony support and asked for help. At this point with no results. The phone is still restarting on random occasions. I hope to find some answers here.

https://youtu.be/Fs1MxO0-TLo - the video, no one from Sony support have seen.

Can anyone help me?

P.S. It is not a problem with the SIM card. I've started to use the phone without SIM card, while I was waiting for a nanoSIM from my operator.

[Uliwooly]

@Dmitrijs_M 

I'm sorry to hear all that you've been through, just wondering, do you experience the same restarting issue if you remove the SIM and/or SD cards? 

[Dmitrijs_M]

@Uliwooly 

I use the phone without SD card and I have started to use it without the SIM. Haven't seen any difference with or without the SIM.

[Strampke]

Hi @Dmitrijs_M 

This is indeed a weird problem.

Moreover the way it's going,...... I'd be frustrated by now.

I can imagine you're fed up with it.

Did you try a software repair?

[Dmitrijs_M]

@Strampke 

Yes, 4 or 5 times have done it myself and it was done twice in the service. They have told me, that this is a standard procedure.

[Uliwooly]

@Dmitrijs_M 

This is a long shot, but how about removing SIM/SD card(s) and running the phone in Safe Mode?

[Dmitrijs_M]

@Uliwooly 

What is the difference in running the phone with SIM in the safe mode and without SIM in the safe mode?

[Strampke]

You will be removing anything that can cause trouble.

You never know if there's something wrong with either SIM card or SD card or the connectors inside the device.

By removing the cards you can erase the possibility of faulty cards from the long list you have been checking.

[Krinandez]

YESSS!

I know your pain.  You bing in Latvia and me in Poland, perhaps we have wacky units. I do not know. 


I have a newly purchased Xperia 5 in August 2020.  JR210 (dual SIM, international version) Android 10

Right from the beginning, the device would randomly reboot, often multiple times. The power key will also stop functioning and only a restart (via Google Accessibility) will correct this.  The Xperia 5 is usable, but the crashes are unpredictable.  I have 100GB of free space in the unit, SIM card checks ok, and no viruses. 

I have completed:
updated apps / removed apps
a factory reset
reinstalled / repaired software via Xperia companion
powered only during safe mode (rebooting and power key problems remained)

I took my device to Sony service where I live and the battery and a list of components were replaced. 
I was hoping that all of the problems would be corrected, but they persist.  It seems that this is a software issue, but I have no idea how to go about correcting it.  Perhaps it is a combination of device and software. 

[Dmitrijs_M]

@Strampke

As I have told - I was using the phone without the SIM card for about 2 weeks as I was waiting for a new SIM. And it was restarting. And I don't use SD card.

@Krinandez 

OMG, at last - another person with the same problem! I'm not the only one!

I have tried all the same multiple times. At least your service has done something. The service in Latvia has just returned the phone with "We have found nothing". And I gave them the phone twice! And Latvian Sony support have told me to give the phone to service again.