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Razer PH1 Freezing to Unresponsive State

Discussion in 'Razer Support' started by java007md, Oct 25, 2018.

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  1. java007md

    java007md New Member

    I picked up a Razer phone (1st model) a couple of weeks ago. Performance has been great in comparison to the previous phone I was using and overall I am pleased with the phone, even with the problems I lay out below.

    That said, I have also experienced - multiple times - the problems others have noted on this forum with the screen becoming totally unresponsive. In this state, once the power button is pressed to lock the phone, the screen goes off and pressing the power button again does not restore the screen. The only remedy I have found is the Volume Up + Power Button combination press for 10-15 seconds for a restart of the phone.

    While that gets the phone back to a normal operational state, avoiding the freezes altogether would obviously be much preferred. The freezes occur sporadically, typically once every day or two (although I have seen two or three freezes on the same day a couple of times). I have not found a way to reproduce the problem on demand to capture a logcat or perform other troubleshooting.

    Has anyone on the forum been able to find a root cause of the freezes and a solution? Has anyone discovered an app or setting that will trigger the freezes. I have tried disabling Night Light and Adaptive brightness with no apparent change in the seemingly random behavior.

    Any suggestions, other than reset the phone?

    For reference, other threads here that mention the problem:

    https://insider.razer.com/index.php?threads/razer-phone-wont-switch-on.31267/

    https://insider.razer.com/index.php?threads/razer-phone-issue.40244/

    Are there any software updates in the pipeline from Razer for this phone that might address the problem?

    [PH1 in the title refers to the 1st version of the phone vs. the Razer 2]
     
  2. Razer.RedPanda

    Razer.RedPanda Guardian of the Forest Staff Member

    Hello there! When did you start to notice the issue? Also, have you tried to put it into safe mode and see if the same issue persists?
     
    freakydoctor likes this.
  3. java007md

    java007md New Member

    The problem started essentially out of the box after charging, setup, and updates.

    I'll give safe mode testing a try overnight to begin with and see if any lockups occur in the morning. While it does not happen every day, the phone has locked a couple of times when the alarm goes off in the morning - forcing a reboot to be operational again. Given the sporadic nature of the problem - some days are fine - testing may take a while.

    Thanks for responding.
     
  4. Razer.RedPanda

    Razer.RedPanda Guardian of the Forest Staff Member

    Thanks for the reply. Please do let me know. By the way, are you running on Android 8.1? Can I have the build number so I can check?
     
    freakydoctor likes this.
  5. java007md

    java007md New Member

    Yes, running 8.1.0, Security Patch Level: July 5, 2018

    See cropped About phone information below:

    upload_2018-10-27_14-13-1.png
     
  6. java007md

    java007md New Member

    I experienced a freeze with the phone again a few minutes ago - not in safe mode - while near the computer and was able to capture a logcat prior to rebooting. If this output would be useful, let me know how to send it via email or other private means.
     
  7. Razer.RedPanda

    Razer.RedPanda Guardian of the Forest Staff Member

    Thanks for the screenshot. Let me know through PM how the safe mode goes.
     
    freakydoctor likes this.
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