topic Re: Z5 Premium does not start. in XPERIA archive

Z5 Premium does not start.

CalvixNL — Sat, 06 Feb 2016 19:21:04 GMT

Hey everyone,

today my phone fell like an inch, then crashed and I had to restart it. It turned back on, everything worked fine except for the Mobile Network so I restarted the phone by pressing the restart phone button. Now it is completely unresponsive to everything. Hard reset button in the nanosim tray does not work. Neither does pressing the power and volume buttons. Connecting it to a charger does not cause the LED to turn red, pc companion does not find it. No vibrations whatsoever, no matter what buttons I press.

I assume I'll have to contact my local customer support but perhaps there is something I have not tried.

Re: Z5 Premium does not start.

Uliwooly — Sat, 06 Feb 2016 20:59:47 GMT

@CalvixNL

This seems to be hardware related, you could repair the phone with PC Companion if you haven't already, if you have, then contact your Local support

Re: Z5 Premium does not start.

Christofer — Tue, 09 Feb 2016 13:28:52 GMT

Hi @CalvixNL,

I'm sorry to hear this.

You have indeed tried most of what you can do on your own apart from the software repair using PC Companion that Uliwooly mentioned. You could give it a try but I also agree with that this seems to be hardware related and in that case you should get in touch with your Local support for further information on how to proceed.

Re: Z5 Premium does not start.

Cardinal — Sun, 14 Feb 2016 13:35:00 GMT

My Sony Z5 Premium has the same symptoms unfortunately. No recommended fix will reboot the device. It will be off the service centre this week.

Have you had any resolution and explanation for why your phone went dead ?

Re: Z5 Premium does not start.

CalvixNL — Sun, 14 Feb 2016 19:49:44 GMT

Update here. It got weirder over the past week. It is not dead. But I can't turn off the phone once it is on. Currently it is on, but the sim card is not in place meaning I can't insert it (because for some reason that requires a full restart).

When the phone is turned off, it goes completely unresponsive. As mentioned in the original post, untill the battery runs completely dry. Today it made a complete cold start, where it needed to initialize all apps when booting up. Everything currently works fine (although it does run a little hot right now because it got over 800 notifications when I corrected the phones time and date (which were somehow set to be november 2nd). I feel like it is something software related but I'm not the expert. I'm afraid to turn it off to see if it's fixed itself. Might a factory reset or something similar help solve it?

Re: Z5 Premium does not start.

Christofer — Mon, 15 Feb 2016 10:18:17 GMT

@CalvixNL It's hard to say what might be the cause of this but if you haven't been able to try a software repair using PC Companion I would recommend that you do one. If this could be software related a software repair should help.

@Cardinal I'm sorry to hear that. I hope you'll have your phone back with you soon.

Re: Z5 Premium does not start.

CalvixNL — Mon, 15 Feb 2016 13:28:35 GMT

Tried to do the software repair, but to do so the phone needed to turn off. That didn't go well and now it is "powering down" again. Going to contact local customer service later today.

Re: Z5 Premium does not start.

Christofer — Mon, 15 Feb 2016 15:30:49 GMT

Sorry to hear that. Feel free to keep us updated if you wish.

Re: Z5 Premium does not start.

RobertoDS — Mon, 15 Feb 2016 15:32:33 GMT

Your advice is to do a software repair with Xperia Companion or PC Companion ?

Has changed something with Xperia one ?

Re: Z5 Premium does not start.

Christofer — Thu, 18 Feb 2016 14:56:19 GMT

@Robertods88 One can use any the two. The software repair is the same in both of them.

Re: Z5 Premium does not start.

RobertoDS — Thu, 18 Feb 2016 16:59:27 GMT

Ok

Why has been introduced Xperia Companion ?

Are there some differences with old Companion ?

Is being comprimed old one ?

Re: Z5 Premium does not start.

Christofer — Fri, 19 Feb 2016 10:12:45 GMT

@Robertods88 Compared to PC Companion Xperia Companion currently only supports software update/repair and file browsing.

Regarding your other questions I do unfortunately not have any further information.

Re: Z5 Premium does not start.

Abukalam — Thu, 25 Feb 2016 02:57:24 GMT

My phone has crashed it's the z5 premium and I can't do anything now this is so awful should have stuck to an iPhone because they have apple stores and never had this problem before can anybody help me please

Re: Z5 Premium does not start.

Uliwooly — Fri, 26 Feb 2016 02:34:10 GMT

@Abukalam

what do you mean it has crashed? you have to elaborate for someone on the forum to help you, or you can contact your >>> Local support

Re: Z5 Premium does not start.

RobertoDS — Fri, 26 Feb 2016 13:43:42 GMT

Mmmhmmm it sound u broke your phone and u want a repaired phone, right ?

Also in Apple Store u've to buy for a regenerated phone

Re: Z5 Premium does not start.

Cardinal — Sun, 06 Mar 2016 09:15:11 GMT

If it's of interest, Sony replaced the circuit board in my Z5P. Repair took around a week. Phone is now up and running again.

Valuable lesson to backup more rather than less.

Re: Z5 Premium does not start.

tcharfa — Sat, 23 Apr 2016 23:16:37 GMT

Any updates please??? i have the same problem, and nothing seem to work. My phone still does not start!!!! it's frustrating.

Re: Z5 Premium does not start.

Christofer — Mon, 25 Apr 2016 14:43:29 GMT

Hi @tcharfa,

In that case you should contact your Local support team in order to get your device sent to an authorised service center for repair.

Re: Z5 Premium does not start.

tcharfa — Mon, 25 Apr 2016 14:56:52 GMT

I did, no help whatsoever. I tried the reset, i tried the OFF button for 120 seconds also no success, at the end they told me (tech support from north America) that my phone was made in Hong Kong so i have to contact them.

I did contact Hong Kong tech support last night, they did not help at all, they said that i have to contact the seller since i bought it on Ebay, they are not responsible for anything!!!!!! the phone is 2 weeks old, i bought it brand new and now i'm stuck. I sent an email to the seller, still didn't hear from him!!!! Any help????

Re: Z5 Premium does not start.

Christofer — Tue, 26 Apr 2016 15:23:07 GMT

@tcharfa I do understand your frustration. However, we release different models in different parts of the world. This means that it may not be possible for an authorised service center in a country outside the one where it was purchased. Also, the service and repair process differs in different countries and regions and in some parts of the world one needs to go through the retailer when repair is needed.