topic Re: Z5 premium dead after today's OS update in Z Series

Z5 premium dead after today's OS update

CarlMagnus — Tue, 22 Nov 2016 18:00:49 GMT

I have a fully updated Z5 Premium which died after updating to the latest OS version (pushed to my phone today). It does not matter how long I have it charging, the phone refuses to start. I had around 90% battery when downloading the update, and could boot and log in after the update as normal. Update time was maybe 10 min or so - nothing strange at least.

Next time I looked, the phone was completely dead as if the power had been fully drained but there is no difference even after charging for hours (via power outlet, not through USB).

Re: Z5 premium dead after today's OS update

Uliwooly — Tue, 22 Nov 2016 18:24:45 GMT

I doubt it was the update but you can contact your Local support to get it inspected.

Re: Z5 premium dead after today's OS update

CameronT — Wed, 23 Nov 2016 02:38:57 GMT

Hi @CarlMagnus,

Welcome to the community. I am very sorry to hear this has happened

Before arranging a repair, there's some things you can try. First, hold the Power button and the Volume UP button for about 10 seconds and see if your phone vibrates. If it does, continue to hold them until it vibrates 3 times. If it does, you should now be able to turn your phone on.

If that does not work, let me know and I will give you some more things to try.

Re: Z5 premium dead after today's OS update

CarlMagnus — Wed, 23 Nov 2016 06:26:25 GMT

Hi.

I tried the force restart earlier and no vibration and no difference. It does not even vibrate when I plug the phone in to charge and no blinking lights at all.

Re: Z5 premium dead after today's OS update

_Gh0st_ — Wed, 23 Nov 2016 11:13:38 GMT

I'm experiencing the exact same problem! If anyone find a solution please let us know!

Re: Z5 premium dead after today's OS update

CarlMagnus — Wed, 23 Nov 2016 13:14:24 GMT

The support center couldn't get a single life sign out of the phone either, so it is now sent off to check the hardware. I'll update once my phone is back.

To speculate, I strongly suspect there is something wrong on the software side depending on exactly what components are in the phone, meaning the update looks like the culptit even if it has other implications afterwards. The phone behaved as if all power had been sucked out of it and afterwards as if it refused to accept charging (possibly due to the battery being sucked out faster than it gets charged). There are substantial changes to the power management in the update, after all. It's not an unheard of situation after driver and power related software updates. I know Android-based software updates (note: not for the Z5) have been postponed earlier for the exact reason I speculate.

Re: Z5 premium dead after today's OS update

le_tq — Thu, 24 Nov 2016 11:59:36 GMT

I have same issue, Thanks any help.

Re: Z5 premium dead after today's OS update

Walters89 — Thu, 24 Nov 2016 14:20:49 GMT

Do you get a solid red light when the phone is plugged in? maybe turn on for 5-10 seconds?

Re: Z5 premium dead after today's OS update

CarlMagnus — Thu, 24 Nov 2016 22:51:41 GMT

Nope. There is an occasional blink if you try to start the phone sometimes, but that's it. It is never a solid light though.

Re: Z5 premium dead after today's OS update

KalleK — Thu, 24 Nov 2016 22:55:09 GMT

I have the same problem with my Z5 Compact.

Installed the upgrade when at work. Left for home with 100% battey level.

In the evening I notice my phone is warm and only 12% left.

Now it refuses to charge.

The led turns red until the white screen with the sone xperia text appears.

Then it goes black again with no red light. After a while the diod goes red again and everything repeats.

Tried several cables and chargers.

Re: Z5 premium dead after today's OS update

CarlMagnus — Thu, 24 Nov 2016 23:05:06 GMT

We might as well call it, I feel. The OS upgrade is not yet safe for Z5 at least. We're talking a new report per day since the upgrade came out, and that's just here where ppl report it. This isn't just bad luck.

The lack of feedback from support also implies they are still working on figuring this one out. I'm sure they will, so no need to panic, but it's obviously a negative experience for those of us who got the problem. Until they get an updated OS upgrade out, my advice is to not risk it.

Re: Z5 premium dead after today's OS update

KalleK — Fri, 25 Nov 2016 09:36:20 GMT

Now my phone is completely dead. The red diod no longer goes on when charger is connected.

I noticed however that the phone was still warm, several hours after being connected to charger the last time.

Xperia Z5 Compact not turning on after update

AbulZ — Fri, 25 Nov 2016 15:48:15 GMT

Hi,

I have a Xperia Z5 Compact, and i tried to install the latest update and the phone just wouldn't turn on after restarting. When I plug in the phone to charging the red LED light is blinking.

I have tried to hold down the power button and the volume up button at the same time for 20 seconds, it didn't work. I also tried resetting by holding the OFF button. That didn't work either. I also tried to use Xperia Companion program to do a software repair, and that didn't work also.

What to do!?

Re: Xperia Z5 Compact not turning on after update

Uliwooly — Fri, 25 Nov 2016 16:01:42 GMT

Connect the phone to a wall charger > press and hold power & volume up for 10 seconds > let it charge for 3 hours

Re: Xperia Z5 Compact not turning on after update

Jonas — Fri, 25 Nov 2016 16:11:07 GMT

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

Did you complete the software repair in Xperia Companion and the phone still can't be powered on? If you weren't able to complete the repair, did you receive any error messages?

I'd recommend that you remove your SIM and/or SD card from the phone and charge it for 3-4 hours. Try to power on the device again after this.

If you still can't power on the phone I would recommend that you get in touch with your Local support so you can be assisted with getting your device sent in to a authorized service centre.

Let me know how it went!

Re: Xperia Z5 Compact not turning on after update

AbulZ — Fri, 25 Nov 2016 20:01:41 GMT

I tried this, but unfortunately it didn't work.

Re: Xperia Z5 Compact not turning on after update

AbulZ — Fri, 25 Nov 2016 20:04:33 GMT

@Jonas wrote:
Hi @AbulZ, I'm really sorry to hear about your phone.

Did you complete the software repair in Xperia Companion and the phone still can't be powered on? If you weren't able to complete the repair, did you receive any error messages?

I'd recommend that you remove your SIM and/or SD card from the phone and charge it for 3-4 hours. Try to power on the device again after this.

If you still can't power on the phone I would recommend that you get in touch with your Local support so you can be assisted with getting your device sent in to a authorized service centre.
Let me know how it went!

The software repair in Xperia Companion didn't start, when it told me to hold down the volume down button and then connect the phone to the computer so that it automatically goes to the next step, nothing happened.

I also tried remove the SIM card and SD and charge for 3-4 hours, that didn't help aswell. I'll try to get in touch with local support.

Thank you guys for your help!

Re: Xperia Z5 Compact not turning on after update

CarlMagnus — Fri, 25 Nov 2016 21:27:29 GMT

Same problem as we've been reporting at http://talk.sonymobile.com/t5/Xperia-Z5-Z5-Compact-Z5-Premium/Z5-premium-dead-after-today-s-OS-update/m-p/1180223#M27946 fwiw.

Re: Z5 premium dead after today's OS update

Etiennesmile — Sun, 27 Nov 2016 11:07:08 GMT

Hello.

My Standard Z5 is also not working correctly since the update. Applications not working correctly and freezes up, the on screen keyboard stops working while trying to type, and diminished battery life. The list probably goes on and on.
I sent an email to support Center and asked for either a new update that works, or how to remove the latest update.
Will let you know regarding their response as soon as they reply.
Regards

Re: Xperia Z5 Compact not turning on after update

Jonas — Mon, 28 Nov 2016 07:40:59 GMT

@AbulZ, Thanks for the update!

Could you please try another USB port on your computer when you get to the step in the software repair when you should connect your phone to your computer?

If you are using a desktop computer, try with one of the USB ports on the back of the computer.

Let me know how it went!