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CarlMagnus

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).

CarlMagnus

I just got my phone back and they had to change the mainboard. No official reply yet to confirm this was related to the hardware, but I also don't expect one. Until an actual confirmed way of resolving this without changing the mainboard, I think it remains fair to say that some of us with particular hardware in our phones got shafted in the update. Still, as this obviously is a warranty issue, I have nothing but good things to say overall so no need to overexaggerate either. Make sure to backup your things, I suppose!

SarahF93

Hi,
The same thing haso happened to my partners Z5 today. He got a prompt for an update and after accepting, it began to update. The next time he looked at his phone it was dead and wasn't turning on.
We've tried holding down the power button and volume keys, the small off button for 20 and 120 seconds with a small object, took the sd card out, took them both out and charged it for 5 hours... still nothing.
When it's plugged in to charge it haseems a flashing red light to the top left.
Are there any other fixes for this or should we just send it off for repair?

Thankyou

CarlMagnus

@SarahF93 wrote:
Hi,
The same thing haso happened to my partners Z5 today. He got a prompt for an update and after accepting, it began to update. The next time he looked at his phone it was dead and wasn't turning on.
We've tried holding down the power button and volume keys, the small off button for 20 and 120 seconds with a small object, took the sd card out, took them both out and charged it for 5 hours... still nothing.
When it's plugged in to charge it haseems a flashing red light to the top left.
Are there any other fixes for this or should we just send it off for repair?

Thankyou

Sadly, you can assume that the phone will need to be sent to service. I haven't seen any other solutions and no alternative explanations to my earlier theory that this is related to having particular hardware in the phone and it failing as a result of the update.

Bearings

Is this why upgrades for Z5 series came to a total halt?

Jonas

Hi @SarahF93, welcome to our community!

I'm sorry to hear about that.

As @CarlMagnus mentioned, it sounds like it's related to hardware, just to make sure it's not the software that is the cause of the troubles with powering on the phone I'd recommend that you try and perform a software repair using Xperia Companion.

If you still can't power on the phone after the software repair has been completed, please get in touch with your Local support team so they can assist you with having the phone sent in to an authorized service centre.

Let me know how it works after the software repair!

SarahF93

Hi,
So basically we took his phone to his provider and thankfully it was still under warranty so they have sent it off for repair. They said it can be up to 10 days but since its Xmas it'll probably be longer.
Doesn't seem right that a new phone can just be rendered useless after one update thus becoming an expenaive paper weight.

Jonas

Hi again!

It's never fun to have to send your phone to service, and I fully understand his situation.

I'm sorry for the inconvenience and let me know if there is anything else I can help you with!