1. Byu1's Avatar
    I bought lumia 950XL when it was first released. At that time it was only sold through Microsoft store online. I found out that when I turn the power off, the 3 on screen navigation key turn on then battery become hot, the 3 key stay light up, and I have to keep hold the power key to force the phone tunn on again, then battery drop almost 3-4 percent in less than 2 minutes, at that rate 30 minutes would down 20-30%. I contacted support and they told it could be a hardware problem and at time Microsoft halted sales because of untold hardware problem, only option is return the handset.

    I couldn't wait so I bought one ebay. It is a HK version single sim. I found the same problem again. I contacted support and they said it is HK version not supported in US. HK supported I have to ship it to HK shipping then send to repair center. The problem there is not only high shipping cost, the process would take long time.

    Last week I went to a Microsoft store in a mall. I told them the problem, and they nicely give me new US unit and took my HK version. At the store the phone was charging use charger from the box, the has no problem.

    This time again the I found same problem on the 3rd unit.

    This is really strange. At home, I always charge the phone on PC use this cable came with a USB type C hard drive enclosure. I charged the phone with charger come with box, the phone would turn off completely, battery stay cold. I don't know what happened. Then I used the USB cable from the box, plug on PC, the phone would turn off completely no problem.

    The phone behave like this because of the cable or it designed this way? or is it bug?
    05-25-2016 05:56 PM
  2. realwarder's Avatar
    There are some bad USB-C cables around that don't follow standards. Make sure you use good brand name cables.
    05-25-2016 06:45 PM
  3. Thomas Molina's Avatar
    What's your software version
    05-25-2016 06:51 PM
  4. Mesbah's Avatar
    For phone 1 you described a set of defects but for phone 3 you said same defects were noticed but then you ask questions on some other defects like charging etc.
    • if all 3 phones behaved as 1 with 3 lights on while phone off then phone is defective IF after a hard reset still behaves that way.
    • charging phone from MS charger is quicker than PC USB because MS charger has 3A output much higher than PC USB.
    • IMPORTANT: Make sure buy and use couple of extra USB cables for 950XL because I found some cables or some connections are unreliable, for example my good cable if connected to a different PC USB then PC does not discover the phone.
    pankaj981 and zei20t like this.
    05-25-2016 06:55 PM
  5. Byu1's Avatar
    What's your software version
    firmware version. 01078.003038.16082.36005

    hardware revision number 4.0.3.1
    05-25-2016 07:33 PM
  6. Byu1's Avatar
    For phone 1 you described a set of defects but for phone 3 you said same defects were noticed but then you ask questions on some other defects like charging etc.
    • if all 3 phones behaved as 1 with 3 lights on while phone off then phone is defective IF after a hard reset still behaves that way.
    • charging phone from MS charger is quicker than PC USB because MS charger has 3A output much higher than PC USB.
    • IMPORTANT: Make sure buy and use couple of extra USB cables for 950XL because I found some cables or some connections are unreliable, for example my good cable if connected to a different PC USB then PC does not discover the phone.
    But why would the 3 button light up after shutdown ?
    05-25-2016 07:34 PM
  7. Mesbah's Avatar
    But why would the 3 button light up after shutdown ?
    Does it happen even after a hard reset?
    05-25-2016 07:40 PM
  8. Byu1's Avatar
    Does it happen even after a hard reset?
    what's the difference hard reset and soft reset ? I did soft reset from inside the system under about menu.

    I don't think 3 of them are all defect. The phone should completely power off after shutdown. when the 3 button light up and stay on, the phone is still on, operating system is off, the lights drain battery. I can check the power by slide my finger on the lights after shutdown, or press the power button, the lights come on. if the power shutdown down completely, the lights would not come on even I slide on the lights or press power button. sometimes, the light will come after shutdown, then go off after few minutes then power turn completely off, sometimes it does not.
    05-25-2016 07:51 PM
  9. Krystianpants's Avatar
    what's the difference hard reset and soft reset ? I did soft reset from inside the system under about menu.

    I don't think 3 of them are all defect. The phone should completely power off after shutdown. when the 3 button light up and stay on, the phone is still on, operating system is off, the lights drain battery. I can check the power by slide my finger on the lights after shutdown, or press the power button, the lights come on. if the power shutdown down completely, the lights would not come on even I slide on the lights or press power button. sometimes, the light will come after shutdown, then go off after few minutes then power turn completely off, sometimes it does not.
    Do you have an SDcard in the phone? It's possible you have a defective SDcard that is causing issues. Remove it and try again.

    Another thing you can do is download Windows Device Recovery tool and connect phone to PC and recover. Once you are done don't restore any backups. Go to store get all updates. Then go to phone update in settings and get it on the latest version. Then make sure store is again up to date.

    Use only USB cable provided in box.
    05-26-2016 12:26 PM
  10. Byu1's Avatar
    Do you have an SDcard in the phone? It's possible you have a defective SDcard that is causing issues. Remove it and try again.

    Another thing you can do is download Windows Device Recovery tool and connect phone to PC and recover. Once you are done don't restore any backups. Go to store get all updates. Then go to phone update in settings and get it on the latest version. Then make sure store is again up to date.

    Use only USB cable provided in box.
    sd card causing problem? I had the same sd card used in nokia 15210 inserted into the first 950xl unit I had (had same issue).

    when I use windows device recovery tool, when it download and ready to install the latest update, it says the phone will switch into flashing mode, then the phone turn off and turn back on, the Microsoft logo stay on, after long time, recovery tool says failed, the phone stay freeze, then I have to force the phone to power on again. it would not go into flashing mode. I tried it many times.

    I flashed latest firmware and check with recovery tool. it is latest on server.
    05-26-2016 01:51 PM
  11. Summer_Moon's Avatar
    sd card causing problem? I had the same sd card used in nokia 15210 inserted into the first 950xl unit I had (had same issue).

    when I use windows device recovery tool, when it download and ready to install the latest update, it says the phone will switch into flashing mode, then the phone turn off and turn back on, the Microsoft logo stay on, after long time, recovery tool says failed, the phone stay freeze, then I have to force the phone to power on again. it would not go into flashing mode. I tried it many times.

    I flashed latest firmware and check with recovery tool. it is latest on server.
    Well this specific issue for flashing seems to indicate a bad USB cable. Did you use the one from the box?

    In regards to the on-screen buttons staying illuminated. I'm not sure I follow what the issue is. Is it possible for you to post pictures/video of the issue? If my screen is on and I tap the power button it briefly goes black and then glance screen turns on (you're not referring to glance when saying they stay illuminated, correct?). If I tap the power button after glance screen is on I am greeted with the lock screen and the 3 buttons on the bottom.
    Are you saying that if your screen is on and you tap the power button the screen is completely black except for the back, start, and search buttons? And those never go away? Also, what happens if you let the screen timeout. Does it display the 3 on-screen buttons still as well? if you cover the proximity sensor when those 3 buttons are illuminated like in your described issue, what happens?
    05-26-2016 04:41 PM
  12. Byu1's Avatar
    Well this specific issue for flashing seems to indicate a bad USB cable. Did you use the one from the box?

    In regards to the on-screen buttons staying illuminated. I'm not sure I follow what the issue is. Is it possible for you to post pictures/video of the issue? If my screen is on and I tap the power button it briefly goes black and then glance screen turns on (you're not referring to glance when saying they stay illuminated, correct?). If I tap the power button after glance screen is on I am greeted with the lock screen and the 3 buttons on the bottom.
    Are you saying that if your screen is on and you tap the power button the screen is completely black except for the back, start, and search buttons? And those never go away? Also, what happens if you let the screen timeout. Does it display the 3 on-screen buttons still as well? if you cover the proximity sensor when those 3 buttons are illuminated like in your described issue, what happens?
    Most like the problem is USB cable. I cannot test the flashing now because the recovery tool show it has last software installed, I do not need to reinstall it now.

    I just tried one charge with the other cable, (not MS box cable), the problem came again. see attached pic. As the phone shutdown, greeted with good bye, when I flip on finger on bottom of the screen, the 3 keys ( back, windows, search) light up, stay illuminated, when I click on power button, screen become black, press power key again, lights on again. The back cover stay warm, because light draining battery.
    Attached Thumbnails dsc03231-min.jpg   dsc03232-min.jpg   dsc03233-min.jpg   dsc03234-min.jpg  
    05-26-2016 05:58 PM
  13. pankaj981's Avatar
    Have you tried charging the phone with another charger or another socket? This looks to me like the charging cable not supplying enough voltage to the phone to charge.
    v535 likes this.
    05-26-2016 07:45 PM
  14. Byu1's Avatar
    Have you tried charging the phone with another charger or another socket? This looks to me like the charging cable not supplying enough voltage to the phone to charge.
    not supplying enough voltage ? the cable is pluged on USB 3.0 port. Full charge from 1% to 100% take exactly 150 minutes. File transfer is normal too.
    05-26-2016 08:12 PM
  15. pankaj981's Avatar
    not supplying enough voltage ? the cable is pluged on USB 3.0 port. Full charge from 1% to 100% take exactly 150 minutes. File transfer is normal too.
    Something doesn't feel right. You meant it charges and operates alright before you start charging it on your PC or using a particular cable. Have you tried charging it somewhere else? BTW I own a 950 XL as well.
    05-26-2016 08:47 PM
  16. Byu1's Avatar
    Something doesn't feel right. You meant it charges and operates alright before you start charging it on your PC or using a particular cable. Have you tried charging it somewhere else? BTW I own a 950 XL as well.
    I used this cable for 3 of the same phone. 3 of them had same problem. This is cable from a USB type C hard drive enclosure.
    05-26-2016 09:43 PM
  17. pankaj981's Avatar
    I used this cable for 3 of the same phone. 3 of them had same problem. This is cable from a USB type C hard drive enclosure.
    That's what I meant, either all the 3 devices you owned had the same problem (possible) or something is wrong with the USB cable.
    05-27-2016 08:12 AM
  18. Summer_Moon's Avatar
    Most like the problem is USB cable. I cannot test the flashing now because the recovery tool show it has last software installed, I do not need to reinstall it now.

    I just tried one charge with the other cable, (not MS box cable), the problem came again. see attached pic. As the phone shutdown, greeted with good bye, when I flip on finger on bottom of the screen, the 3 keys ( back, windows, search) light up, stay illuminated, when I click on power button, screen become black, press power key again, lights on again. The back cover stay warm, because light draining battery.
    Wait a minute.... You're trying to shut the phone down? You have a message come up that says goodbye and then the screen goes black? But if you flick up for the buttons and they show up? If all of that is the case, then yeah I have the exact same thing on my phone.

    It's not really an "issue" but just not clear to the user when the phone is completely off. It takes a good 5-10 minutes for the phone to completely shut off. Also, of note is that on Redstone builds this has been "fixed" by keeping the message goodbye on the screen until the phone has finished shutting off. It's just a software thing really.

    Now my next question, why are you trying to shut your phone completely off?
    05-27-2016 08:34 AM
  19. Krystianpants's Avatar
    Wait a minute.... You're trying to shut the phone down? You have a message come up that says goodbye and then the screen goes black? But if you flick up for the buttons and they show up? If all of that is the case, then yeah I have the exact same thing on my phone.

    It's not really an "issue" but just not clear to the user when the phone is completely off. It takes a good 5-10 minutes for the phone to completely shut off. Also, of note is that on Redstone builds this has been "fixed" by keeping the message goodbye on the screen until the phone has finished shutting off. It's just a software thing really.

    Now my next question, why are you trying to shut your phone completely off?
    Why not? I shut my phone off every night. I don't leave it running. Maybe that's why I don't get as many problems as other people hehe.
    05-27-2016 09:30 AM
  20. Byu1's Avatar
    Wait a minute.... You're trying to shut the phone down? You have a message come up that says goodbye and then the screen goes black? But if you flick up for the buttons and they show up? If all of that is the case, then yeah I have the exact same thing on my phone.

    It's not really an "issue" but just not clear to the user when the phone is completely off. It takes a good 5-10 minutes for the phone to completely shut off. Also, of note is that on Redstone builds this has been "fixed" by keeping the message goodbye on the screen until the phone has finished shutting off. It's just a software thing really.

    Now my next question, why are you trying to shut your phone completely off?
    It takes a good 5-10 minutes for the phone to completely shut off.? when I use the USB cable from MS retail box, after the phone shutdown, it display goodbye, then when I flip my finger on the lights, lights come on, but after 2-3 minutes it will go off, after that the power stay off, lights will not come on when I press power button or touch the lights. But when I use the other cable, the lights stay on when after 5-10 minutes.

    I don't know why. The cable can charge the phone and file transfer normal. why would it act that way?
    05-27-2016 11:15 AM
  21. v535's Avatar
    Its better to run disk check on sd card using windows PC.
    05-27-2016 11:55 AM
  22. Jakoh's Avatar
    Fool me one time, shame on you.
    fool me two times, blame's on you
    fool me three time, your a fool? or just check your cable, lol.
    pankaj981 likes this.
    05-27-2016 12:00 PM
  23. Summer_Moon's Avatar
    Why not? I shut my phone off every night. I don't leave it running. Maybe that's why I don't get as many problems as other people hehe.
    I wasn't trying to say not to, I was honestly curious as to why. Anyways, I'm not sure why a USB cable would make a difference in shut off times. It just seems to be rather random as to how long it takes and also which build you're on. If USB from box works then use that one and be done with it and return the other USB's.

    Also, I don't usually shut off my phone completely. Usually just do soft resets. I think my phone has only been entirely off for a total of 5 min.
    05-28-2016 09:27 PM
  24. Noob1ee's Avatar
    It might be because the phone takes another minute before it actually turns off completely after the "Goodbye" text disappears. That is, even though the "Goodbye" text disappears, the phone is actually still shutting down...

    Similar to others, I never shut my phone off, it is on during the day and during the night, it sits on my wireless Qi charger.
    pankaj981 and Summer_Moon like this.
    05-29-2016 12:59 PM
  25. Byu1's Avatar
    I don't usually shut down my phone during the day. I found out this problem in rare chance when trying different sim card and apps. Now the conclusion here is the cable. I installed insider build and charge using retail box cable . The phone would turn off completely off after goodbye text, goodbye stay on for 4-5 minutes, then gone, power turn off completely.
    05-30-2016 10:46 AM

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