topic Re: Factory reset problem in M Series

Factory reset problem

l73217 — Tue, 03 Nov 2015 09:13:26 GMT

I have the same problem as in this thread http://talk.sonymobile.com/t5/Xperia-Z1-Compact/Unable-to-do-factory-reset/m-p/1057589#M18746

"My phone is acting very weird - google play doesn't work, screen lock works randomly, it's very slow, battery drains fast etc. So I wanted to do a factory reset. Unfortunately I haven't found a method that would work.

- nothing happens if I try through settings

- I never reach recovery mode with any key combination when starting up the phone

- The phone is not found when I connect it with USB to computer so PCC is not an option. Using original cable that came with phone.

- I found several codes that should do factory reset but they don't work

I haven't installed any new apps for ages so I have no idea what could be the problem. I could even guess it's a virus or something similar.

I could access safe mode, but doing things there doesn't help either."

I have tried at various charged levels with no success as this thread has suggested as well as different computers with different cables.

Thanks for all help

Re: Factory reset problem

Hampus — Tue, 03 Nov 2015 13:26:17 GMT

Hi,

Have you tried to go through the steps in PC Companion to see if a software repair is possible?

In PC Companion you press start on Support Zone > Start on Update the phone/tablet software > Repair phone/tablet (the blue clickable link in the message) > Follow these steps without having your device connected to the PC.

Follow the instruction that appears in the program and do not connect your device until this guide tells you how to connect it.

Re: Factory reset problem

l73217 — Tue, 03 Nov 2015 13:59:17 GMT

My phone charges via my PC, but my PC doesn't recognise the device- both in standard and in safe mode. The PC companion won't register the device.

Re: Factory reset problem

Samuel1 — Tue, 03 Nov 2015 14:19:57 GMT

Have you tried connecting the phone to another computer in order to rule out if this is phone- or computer related?

Re: Factory reset problem

Hampus — Tue, 03 Nov 2015 14:20:28 GMT

When you perform a software repair via PC Companion, the phone should not be connected to the PC at the beginning and the phone should also be powered off.

Re: Factory reset problem

l73217 — Tue, 03 Nov 2015 14:23:07 GMT

Tried that too... With no success.

Re: Factory reset problem

Hampus — Tue, 03 Nov 2015 15:33:19 GMT

In that case, I suggest that you visit nearest service center to have your phone examined by a technician. You can contact your Local support for information about nearest service center and/or how to proceed with this in the best possible way.