Screen goes black and nothing works

[BeginnerTech]

So often my the screen on my phone goes black however quite clearly is still working as it beeps when messages come in etc.  I have tried everything to get the screen to come back but just have to plug in the phone and wait and then eventually it comes back.  It is not a battery problem 

[Trimond]

I have been facing the same problem since upgrade to Android 6.0, also had the same problem when I bought the phone back in November last year but it was fixed with a software update

I did visit my local sony center and explained them the issue and that it could have been a battery issue

They said it's least likely to be a battery issue (Just changing the battery would cost $85, without being sure that would fix the problem)

Also had to leave my phone with them for a week to diagnose without any spare phone to use for a week

So I didn't drop my phone with sony center

Finally after lots of reading / observing my phone it looked like some problem was with frequency band used by my service provider, something to do with 900Mhz frequency and Engineering mode to disable those frequency bands but turns out Android 6.0 doesn't have Engineering mode anymore

So I tried switching my mobile network settings to WCDMA (preferred) / GSM mode instead of LTE (preferred) and also uninstalled / disabled Google maps because it seems that whenever I used it on LTE or 3G, the phone would go blank

So far it hasn't gone blank which seems to be a temporary fix untill Sony comes up with a software update to fix this issue, since this issue was not present in the last version before Android 6.0

Also carrying a powerbank around just in case it goes blank again

[SureshAthani]

Exactly @@Trimond..

You are well explained the issue, which same as I am facing.  

I submitted my phone to sony service center... let us know what will come out from their side... whether they suggest to change battery as like you or any other issue.

But it's true that, the problem is started after Andorid 6.0 upgrade...

Thanks for sharing...

Suresh

[Jonas]

Hello everyone!

@Trimond, Thanks a lot for sharing this information.

I will make sure to forward this information as user feedback. In the meanwhile, do you have the opportunity to try another SIM card in your phone from another operator and enabling LTE again?

@SureshAthani1, Keep me posted with how it went with the service of your phone and how it works after you get it back!

Merry Christmas to you both!

[Trimond]

Hi @Jonas

Thanks for the reply

No I haven't tried another sim card but I have enabled LTE again for a few days now

So far it hasn't gone black again

I was reading this other topic:

http://talk.sonymobile.com/t5/Xperia-M5/M5-suddenly-shuts-off-every-10-minuts/td-p/1037964/page/75

Someone mentioned that "whenever I go outside my phone turned off even the battery is full"

That is actually true, the phone never goes black if at home or office (connected to WiFi)

Hope this helps, I had noticed under Xperia care diagnostics there were 6 Application incidents (all of google maps) this number would increase everytime the phone went black

Also I had forgot to mention that I had turned OFF Location on my device (when I uninstalled and disabled google maps)

@SureshAthani1 Please do let us know, once you get your phone back from the service center and their reponse

[SureshAthani]

Hi all,

Service center suggesting me to REPLACE THE BATTERY...

But after replacement of the battery they are not ready to give assurance that the same problem will not occur in future.

At the other end they are firm that the problem is due to battery.  

Can service center repay my amount which I paid for replacement of the battery, if problem reoccur?

[AlexandruRai]

DEAREST SONY, 

A friend of mine saw today my activity on Support Forum and he has an Xperia M5. 

He's very happy with it except this weird and annoying problem. Screen goes black when having aprox. 10% of battery and nothing else works (phone is freezed) but to recharge it to a specific percent of battery. He has the dual version too. And he has no software installed in it. He told me he has this problem from the first week of usage and he believes it's because of battey. This situation happends randomly depending the percentage of the battery charge.

I can't test its unit for now, but I do help my Xperia friends!

PLEASE SONY TAKE NOTE AND MAKE AN UPGRADE OR TELL ME WHAT TO DO IN THIS CASE!

THANK YOU SO MUCH!

Alex 

[Jonas]

Hello again everyone!

I'm sorry for the late reply, I have been out of office due to vacation.

@Trimond, Thanks a lot for your update!

Is the phone still going black when you are outside with the phone now after turning LTE back on? Or was that previously what happened, when you experienced the troubles?

@SureshAthani1, I'm afraid I wont be able to assist you with market specific inquires regarding service, warranty and so forth since these are handled at a local level. I would recommend that you get in contact with your Local support and they will be able to answer your questions.

@yce, I'm sorry to hear about your friends phone.

When the device turns off, does your friend always have to connect the phone to a charger before he can turn the device on again? If that is the case I'm afraid it sounds like hardware troubles and not software and he should contact his Local support team so they can assist him with getting the phone sent in!

Keep me updated everyone and once again, sorry for the late reply.

[AlexandruRai]

Hi,

As I talked with him, he said that the device did that from the begining first week or so.

Hmm... Is that a defective device as G lenses I experienced from Sony till now?

Some people say that is a defective device M5 and that are many of this model. Is that really so?

My friend told me that this reaction in random, from time to time, but otherwise the device is doing well. He is using two sims at once with two different operators. Also using camera and mostly Facebook.

I don't know what to tell him because he has the device in warranty but he is depending a lot of it.

A factory reset can help or a flashing with latest firmware?

Please advice me,

Thank you!

[Jonas]

Hello again!

So it's not always when the battery reaches a certain percentage that the phone turns off and can't be powered on, unless he starts to charge the phone?

Could you please ask him how often it happens? I would recommend that he starts with rebooting the phone in safe mode and use the phone as he would normally do and see if it continues to shut down at a certain percentage. Just to make sure that a third party application isn't the cause of this.

Should the phone shut down at a random percentage in safe mode as well I'd recommend performing a software repair using Xperia Companion.

Keep me updated!