topic Re: Phone automatically restores/restarts in XPERIA archive

Phone automatically restores/restarts

al7zins — Fri, 25 Nov 2016 16:19:08 GMT

Hello, my xperia z5 automatically restores what is the solution ?

Re: Restores

Jonas — Fri, 25 Nov 2016 16:41:04 GMT

Hi @al7zins, I'm sorry to hear that.

Do you mean that the phone reset itself back to factory settings? If that is the case, do you have an Exchange account added in your phone? How often does this happen?

There may be a policy on your Exchange account that resets the phone when you have entered the wrong screen lock x amount of times.

Do you know if anyone else have access to your Google account? MyXperia and Android device manager can remotely delete the contact in a device, for example if the device has been stolen.

Can you please try and open the Messages application in your phone and check if you receive a message saying "The messaging application is only available to the owner of this device". If that happens, you have switched to the Guest user in the phone. Simply drag down the quick settings > press on the icon in the top right corner > press on your name / email address.

Let me know how it goes!

Re: Phone automatically restores/restarts

Aussterben — Thu, 08 Dec 2016 08:54:41 GMT

Hi there!

Having kinda same issue: my z5c automatically goes through factory reset after each OTA update
It is completely annoying to redownload all the apps again and log into each app.
I can't find an option where i could turn of factory reset after an update if there is any.
Would be grateful for any advice.
Thanks!

Re: Phone automatically restores/restarts

Jonas — Thu, 08 Dec 2016 14:08:03 GMT

Hi @Aussterben, welcome to our community!

I'm so sorry to hear about this.

I understand how annoying that must be, and that is not how it's supposed to work.

There is no such feature in the phone and therefor there is no option to enable or disable this.

I understand it's hard for you to test different troubleshooting steps out since it only happens after an update.

There is however a few things you could try the next time you update your phone.

If you are doing the update directly in your phone, try and use Xperia Companion which is available for both Windows and Mac.

Make sure that you aren't using the guest account in your phone. Drag the status bar downwards and in the top right corner you will see a round icon with a head and shoulders, tap on that and tap on your name or mail address.

If you have an exchange account in your phone, contact your IT department or email provider and see if there is any policy added on your account and that is the cause of the phone being reset after you have completed an update.

Keep me updated!

Re: Phone automatically restores/restarts

Aussterben — Sat, 10 Dec 2016 10:36:33 GMT

Hi, Jonas!
I've managed to solve the issue: somehow back up was not set on the phone, therefore I got it reseted after updates. After setting up the backup options everything worked fine.
Thanks!

Re: Phone automatically restores/restarts

Jonas — Mon, 12 Dec 2016 12:31:41 GMT

Thanks for getting back to me.

I'm so happy to hear that!

Let me know if there is anything else I can help you with and have a great day.