All cores disabled. How is my phone even running?

[TiagoPeres]

Hi everyone, I bought my moto x play last week and I'm experiencing some lag and crashing issues. I ran the antutu benchmark and got a very low score compared to other people's (21k). Trying to find out what's wrong, I noticed Antutu was saying my cpu frequency is 36 MHz, which is bizarre. To check my CPU specs, I downloaded cpu-z and it's now saying all 8 CPU cores are stopped. How is it even possible?



I also downloaded other CPU analysis softwares and all say the same: the 8 cores are either disabled or sleeping.

Thanks in advance for any answer.

 

[Javier P]

Hi Tiago, welcome to the forums! That's weird, you shouldn't be having any crash with your new phone and the Untutu benchmarks should show 32 to 35k at least. Being a brand new phone I would try a factory reset just to make sure you didn't get a faulty device. Have you downloaded any app that could be the cause of those performance problems?

 

[TiagoPeres]

I downloaded too many apps already to know which one could be causing me problems. I'll do a factory reset and run the benchmark and the CPU analysis softwares again. If the problem persists I'll have to return it to to store.

 

[Javier P]

Try something Tiago. Boot your phone in safe mode and check if the problem persists. To do so press & hold on the power button, press & hold on the Power Off option and then select safe mode.

 

[TiagoPeres]

I did a factory reset and it got worse, a lot worse, now I can't even get past the system initial configuration, it freezes after 15 seconds it's on. God, I hate this, but I don't think I have another choice, I'll have to go back to my Nexus 4 and try to convince Motorola to give me a new Moto X Play.

I also tried booting it in safe mode, same problem. Thanks for the help anyway.

 

[Javier P]

It doesn't sound good. I think you need to ask for a replacement. Tell us how it goes and good luck. Sorte Tiago

 

[PiYuSh gupta8]

Try to put it on charging and then try cpu-z after 5mins and tell me about results and also try antutu on charging

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