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01-11-2015 04:35 PM
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  1. Balint Bosman's Avatar
    Hi,
    when I'm using the the phone, the screen freezes (sometimes some weird green lines appear), and then the phone reboots. I have this once a day. I've tried soft, hard and recovery tool resets, they all didn't work. I have a micro SD card, but when the card is removed the issue is still present. Please help me!
    12-16-2014 02:22 PM
  2. worldspy99's Avatar
    Hi,
    when I'm using the the phone, the screen freezes (sometimes some weird green lines appear), and then the phone reboots. I have this once a day. I've tried soft, hard and recovery tool resets, they all didn't work. I have a micro SD card, but when the card is removed the issue is still present. Please help me!
    Time to see if Nokia/MSFT warranty is covering the issue and send your unit in.
    12-16-2014 02:53 PM
  3. Balint Bosman's Avatar
    Time to see if Nokia/MSFT warranty is covering the issue and send your unit in.
    Where can I find that?
    12-16-2014 04:20 PM
  4. worldspy99's Avatar
    Where are you located? Based on the answer we can help you out.
    12-16-2014 04:22 PM
  5. Balint Bosman's Avatar
    Where are you located? Based on the answer we can help you out.
    The Netherlands
    12-17-2014 02:25 AM
  6. RumoredNow's Avatar
    From the Start Screen Page over to the App list > Scroll down and look for Nokia Care > Open the App > tap on "Check My Warranty"
    Balint Bosman likes this.
    12-17-2014 08:33 AM
  7. kevin_1's Avatar
    I have the same issue. I am from the Netherlands too. My phone already returned from Nokia Repair, but they can't fix it. They can't reproduce the issue. So the only thing they do is reset your phone.
    PM me for the email address of the Nokia helpdesk Europe.
    RumoredNow likes this.
    12-18-2014 07:12 AM
  8. anon(9057135)'s Avatar
    I'd get a new windows phone
    12-18-2014 03:24 PM
  9. Smallegange's Avatar
    Edit: Just had another reboot. :-S
    Last edited by Smallegange; 12-18-2014 at 11:31 PM.
    12-18-2014 10:38 PM
  10. Balint Bosman's Avatar
    I have the same issue. I am from the Netherlands too. My phone already returned from Nokia Repair, but they can't fix it. They can't reproduce the issue. So the only thing they do is reset your phone.
    PM me for the email address of the Nokia helpdesk Europe.
    Dat is echt heel erg vervelend. Ik heb hem net aangemeld... Ik ga het alsnog proberen.. En wat kan ik met dat email adres?
    (translation to english)
    That really sucks, I just registered my device for online repair... I'm going to send it in anyway.. And what can I do with that email address?
    Last edited by Balint Bosman; 12-20-2014 at 04:51 PM.
    12-20-2014 04:19 PM
  11. kevin_1's Avatar
    Dat is echt heel erg vervelend. Ik heb hem net aangemeld... Ik ga het alsnog proberen.. En wat kan ik met dat email adres?
    (translation to english)
    That really sucks, I just registered my device for online repair... I'm going to send it in anyway.. And what can I do with that email address?
    I have mailed a log with times when he reboots and what I was doing with the phone at that moment. They promised me to mail me tomorrow (Monday) with a solution. I would let you know when I have a solution. Would you let me know if Nokia repair (Arvato) has successfully repaired your phone?
    12-21-2014 03:13 AM
  12. Balint Bosman's Avatar
    I have mailed a log with times when he reboots and what I was doing with the phone at that moment. They promised me to mail me tomorrow (Monday) with a solution. I would let you know when I have a solution. Would you let me know if Nokia repair (Arvato) has successfully repaired your phone?
    Yes, I will! And please let me know if you have a solution!
    At what times does your phone reboot? Mine reboots in the afternoon or evening. ( 16:00 - 19:00 )

    I'm going to send my phone tomorrow..
    12-21-2014 04:24 AM
  13. kevin_1's Avatar
    Yes, I will! And please let me know if you have a solution!
    At what times does your phone reboot? Mine reboots in the afternoon or evening. ( 16:00 - 19:00 )

    I'm going to send my phone tomorrow..
    The earliest reboot on a day is 7:25 and the latest 21:25. It never reboots in standby. That's probably the reason I don't had a reboot at night.
    12-21-2014 06:10 AM
  14. Balint Bosman's Avatar
    by the way,
    when registering my Phone at Arvato, my exact problem was already listed in a problem selection menu and it said 'repair within warranty', so that means that they WILL fix the error (if they find it).
    please keep me updated if you have the solution.
    thanks
    Balint
    12-21-2014 03:10 PM
  15. kevin_1's Avatar
    by the way,
    when registering my Phone at Arvato, my exact problem was already listed in a problem selection menu and it said 'repair within warranty', so that means that they WILL fix the error (if they find it).
    please keep me updated if you have the solution.
    thanks
    Balint
    Their answer is to send the phone again to Nokia Repair with a description of the issue, but I already did that. I don't want another week without my phone.
    12-23-2014 09:38 AM
  16. kevin_1's Avatar
    by the way,
    when registering my Phone at Arvato, my exact problem was already listed in a problem selection menu and it said 'repair within warranty', so that means that they WILL fix the error (if they find it).
    please keep me updated if you have the solution.
    thanks
    Balint
    Did Arvato repaired your phone successfully?
    01-06-2015 02:27 PM
  17. dysje's Avatar
    Can you guys tell me what provider you use? KPN maybe?
    01-06-2015 05:52 PM
  18. kevin_1's Avatar
    Can you guys tell me what provider you use? KPN maybe?
    Simyo (KPN network)
    01-07-2015 12:08 AM
  19. dysje's Avatar
    In your phone settings list, is there something regarding silent hours (a cortana setting)? It shouldn't be there, but on the Lumia 830's that keeps restarting for some reason it's there. Maybe pointing towards a strange software problem, maybe factory installed software is the wrong type for your phone.
    01-07-2015 01:59 PM
  20. kevin_1's Avatar
    In your phone settings list, is there something regarding silent hours (a cortana setting)? It shouldn't be there, but on the Lumia 830's that keeps restarting for some reason it's there. Maybe pointing towards a strange software problem, maybe factory installed software is the wrong type for your phone.
    I can't find silent hours
    01-08-2015 11:41 AM
  21. Marty89's Avatar
    Microsoft is probably working on a new firmware that'll fix the random reboots isuue.
    01-10-2015 08:33 AM
  22. gorshkov's Avatar
    I have the exact same issue with my L730. The phone freezes and few seconds later reboots.
    01-11-2015 12:15 AM
  23. Fred Wilson2's Avatar
    Yup, the software locks up then after a few seconds the hardware watchdog fires and resets the CPU.

    Fred
    01-11-2015 08:52 AM
  24. Marty89's Avatar
    Yup, the software locks up then after a few seconds the hardware watchdog fires and resets the CPU.

    Fred
    But then the firmware should solve this issue?
    01-11-2015 09:27 AM
  25. Fred Wilson2's Avatar
    Maybe firmware update, maybe just software update. Hard to say where (firmware, software or both) the "problem" is.
    For sure, though, what is happening, is that something (sw or fw wise) is locking up or getting trapped in a loop and is unable to reset the hardware watchdog timer, so after the watchdog timer counts down, it does it's job and resets the CPU, thus the reboot.
    My gut guess is that it's a software problem, not firmware. Usually software is the part responsible for minding the WD.

    Fred
    01-11-2015 10:51 AM
27 12

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