Solved: Android 10 update problems

Paulrobins93 · ‎15-01-2020

I've just updated my Sony phone with the latest android version. It's now started rebooting several times a day, sometimes in mid conversation. It's also hard to wake up the screen, you need to keep pushing the power button for 10 seconds. Any ideas how to fix especially the powering down problem? Thanks

gmarkj · ‎15-01-2020

Yeah, sounds like some conflict is occurring causing the restart.
Battery drain is down to software trying to cope with said conflict but can't hack it.
If the factory reset and reinstall doesn't clear it then get on to Sony customer services, but the first thing they will ask is have you done the reset...

Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).

Link to our guide on how to contact them can be found here

View solution in original post

MI5 · ‎15-01-2020

@Paulrobins93

The general fix for issues after a major system upgrade is a full factory reset.

You can make a full backup of the phone first so you don't lose anything https://support.sonymobile.com/gb/xperiaz/userguide/backing-up-and-restoring-content-on-a-device/#gr...

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

gmarkj · ‎15-01-2020

Have you wiped cache since the update?
That has been known to fix issues.
What phone is it? I tried to google this and got no hits recently.
Have you encountered this @viridis (resident Sony expert)?

Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).

Link to our guide on how to contact them can be found here

Paulrobins93 · ‎15-01-2020

Thanks no not wiped cache, how do you do that please? The phone is a Sony Xperia XZ2 compact.

Paulrobins93 · ‎15-01-2020

Thanks for full factory reset option, was hoping there might be something less drastic before I hit that option...

viridis · ‎15-01-2020

Hold power + volume up until you feel 4 short vibrations.
If that doesn't fix it, back it up on pc and do a full factory reset using Xperia companion software repair tool

Paulrobins93 · ‎15-01-2020

Thanks for the suggestion on power and volume up, will give that a whirl first

gmarkj · ‎15-01-2020

Thanks for the help @viridis.
Good luck @Paulrobins93 - let us know if it does/doesn't work and we will see what we can do to help!

Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).

Link to our guide on how to contact them can be found here

Paulrobins93 · ‎15-01-2020

Thanks @viridis, tried your suggestion twice but didn't work: phone keeps rebooting itself. Battery is really draining at much faster then usual level. Could a new battery solve this or is it likely to be draining due to all the rebooting? Any other suggestions before I face a factory reset please?

MI5 · ‎15-01-2020

@Paulrobins93

As per my initial reply to you. There are no alternatives I'm afraid.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

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