Why does my LG G4 keep shutting down?

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I have had the same issue with my Sprint LG-G4 I purchased a month ago. The phone would randomly shutdown and would only turn back on if I pulled the battery out and put it back in.

I did multiple factory resets and booted also booted into safemode and did not install any additional apps yet the issue continued.

I went to a Sprint store and they did a battery test and it came up fine. The phone actually shutdown while they were handling it so they were able to witness the issue (or the symptom at least). They said it must be an issue with the phone itself (i.e. manufacturer defect) but because I don't have insurance I have to pay $75 and they would order me a new one. I thought that it was ridiculous that I need to have insurance with Sprint to protect me from them selling me a defective product. The reps at the store were nice about it though but basically said nothing they can do without the charge unless I contact LG myself to make a warranty claim.

I called LG and their customer service was hard to deal with to say the least. Either way what they told me was that I would need to send the phone in to them and it would take at minimum 2-3 weeks until they could look at it and send back a new one if they see it as being defective. I told them I can't go that long without a phone but they said they cannot send me new one until I send the old one. The rep wouldn't give me any info about her or ID number for me to reference, so that was a little frustrating.

I realized after I hung up that I should not have to be dealing with LG since Sprint was really the one who sold me the phone and I am their customer and have been for years. I called up Sprint customer service and spoke to an extremely nice lady who heard out the whole situation and the issue about me having to pay $75 even though it seems they sold me a defective product. She put me on hold a bunch of times speaking to higher up reps etc. and finally told me that I should go back to the Sprint store and have them give me a new phone and she will credit what they charge me (she said it would be between $30 and $75) back on my account. She took down my number and said she is working tomorrow and asked what time I plan on going to the Sprint store. I made up with her that she would call me at 8pm as she said she got off at 8:45pm and I wasn't sure when I was going to get to the store.

I went back to the Sprint store today and told them the situation. They went back to look at the phone for a while with the techs and the guy came back and said that the tech said he has seen several people come in with this issue on the LG G4 and he feels that it is a software issue which LG is working on to fix and put out as an update. The guy then said that he can see on the screen the notes of my call with the rep last night and that they would credit my account for the cost. However, I need to pay out of pocket and they cannot bill my account (this was a little disappointing because I asked rep on phone about this since I share account with a few people and would be annoying to settle up for what I put out).

The other issue was that he said the LG G4 is not in stock there or in any area stores and is in fact on back order. But he processed the order and said it comes 1-2 business days but because of the back-order it could be longer. Either Way I still have my (defective) phone and can keep it until the other one comes in as he said it would come with a return slip to send back the broken phone. This is helpful since the phone does work some what and sometimes will behave and stay on with shutting down for a few hours.

I should be hearing from the Spring rep tonight to get the $75 credited and will hopefully receive a replacement phone soon in the mail.

I apologize for the long post but after reading what a lot of people wrote, I felt maybe my story could answer some questions as I learned a bunch of things through dealing with this issue that might be helpful to others and it (at least looks like) the issue should be resolved one way or another. I will try to update on what ends up happening.
 
Your phone is not defective. I got my phone 10 days ago and since saturday my phone has shut down 3 times. Only solution is the same as you. Can't be we ALL got a defective phone. I do like the phone but this is annoying.
 
Well, I did a Factory Reset. Got a NEW SD Card.....and after 4 days.....the phone is back to doing it's same Vertical Screen BS and shutting down on its own....not turning back on unless I take the battery out for several minutes. Called LG and have to send it back....in order to get a NEW phone. Which is a HASSLE to say the least.

Sprint wants $75 to look at the phone....and perform a Factory Reset. (not any different than what I did)....or to replace it with a Refurbished phone.

Add to that.....my wife got the same phone two weeks ago....and on day 10....the wifi kept "fluttering" trying to turn on which wore the battery down. Returned to the store (because was still under 14 days....and they replaced it.)

As Dale said...can't be we ALL got a defective phone.....but then again MAYBE it just is defective? Losing my patience quickly with LG and these issues...and Sprint for that matter.

Get an update out.....if that is what it will take to correct the issues the phone has.

Way too many issues for a phone that has been out for 3 months. (my phone I got on the first day it was out....the wife...3 months later...and it had issues.) WTH?
 
Yep. I spoke too soon with mine as well. The freezing and restarts are happening again in clusters. Camera is hit and miss. Phone gets really hot at times. Some lagging but not bad. Store manager said he escalated the issue. What he wants to do is put me back on the insurance plan then file a claim.....not sure why taking care of customers is such a big problem but still waiting for a work out.
 
Your phone is not defective. I got my phone 10 days ago and since saturday my phone has shut down 3 times. Only solution is the same as you. Can't be we ALL got a defective phone. I do like the phone but this is annoying.
If the phone restarts at random what else would you call it? It's defective. Hate to bring this up again but my wife has had 3 IPhones. Rarely had any issues. Certainly nothing like this. My Sony Xperia never had these issues. I wonder how many other people out there are having these issues but are in denial.
 
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Mine is on its way to LG to be looked at....struggled during the weekend to get it to even boot up. Finally did get it turned on enough to delete my personal files off of it. Still was acting weird.

Talked to a Tech at Sprint on Friday. He advised even if I had insurance...to send back to LG to get a NEW phone vs. a refurbished at the store. So...in the mean time using my G2....which the Bluetooth actually works in the car with.
 
I have been having the same issue with mine. It is under warranty of course but I will be without my phone for almost two weeks. LG should provide with a loaner phone but since they don't I am going to be inconvenienced for one of their screwed up phones.
 
Don't you love it? They won't even try to accommodate their soon-to-be-former-customers. I will never buy another LG product again and will steer all of my friends away from their phones/products. The products aren't really the problem actually, but the customer service is terrible. The phony politeness is nauseating. I sent in a ticket that explained that I have had to do 3 hard resets and I got some botmail suggesting to try another hard reset!

How does a company like this hope to remain in business?
 
Don't you love it? They won't even try to accommodate their soon-to-be-former-customers. I will never buy another LG product again and will steer all of my friends away from their phones/products. The products aren't really the problem actually, but the customer service is terrible. The phony politeness is nauseating. I sent in a ticket that explained that I have had to do 3 hard resets and I got some botmail suggesting to try another hard reset!

How does a company like this hope to remain in business?

Agreed. This is the first and last LG phone I will ever purchase. I will also never recommend this brand to anyone I know.

My phone was restarting randomly and turning off. I sent my phone in for a repair. It took three weeks to get back and I finally received it last Friday. The problem came back and now the phone won't even turn on. After talking to two agents, LG is REFUSING to send me one while I send them back mine to repair. They want me to wait another 2-3 weeks for them to probably send me a defective phone AGAIN. What a sham of company and it's no wonder they're so far behind the competition.
 
Re: why does my lg g4 keep shutting down

This also happened to me twice when i first got the phone, hasnt happened since though

Posted via the Android Central App
 
Ditto here. I am glad I found this post. I am thankful that I didn't turn in my trusty GS4.
I loved my G4 with no issues until a week ago.
Very frustrated with the lack of information in regards to this issue. I have searched to see if I was the only one experiencing this problem and have only found it addressed here.
Besides the constant rebooting I was no longer able to connect to the network (Sprint ) and could only connect through WiFi. My phone kept saying I needed to turn off airplane mode.
I do have insurance was suggested I make a claim but I refused to do because I wasn't going to pay the deductible .

Posted via the Android Central App
 
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So I've mostly got mine under control, finally, after lots of trial and error, and here's what I did:

* Back everything up
* Factory reset
* Set all apps to NOT do auto-update (didn't do this the first time--disaster, they all started updating as soon as I reinstalled and I had no way to know which one was causing the issue)
* Reinstalled all backed up files EXCEPT downloaded apps (so only those apps that came with the phone were reinstalled)

Then I started doing app updates, one at a time. When I updated the Android System Webview (see below), a system app that is required for apps to use the web, apparently, all hell broke loose. It was crashing, freezing, refusing to reboot, refusing to shut off. I had to take out the battery multiple times to get it to reboot because it wouldn't stay on long enough for me to shut it down the right way. I took the SIM out and put it back in a couple times, at which point it finally started up optimizing all the installed apps. When it finally let me back in without crashing I immediately did another factory reset and reinstalled as before, with original apps only. I have not updated the Android System Webview app since this last re-install, which was 3 days ago, and it has almost stopped misbehaving.

After this experience I went to the reviews on Google Play and many, many people are reporting the same problem with the app. So I strongly suspect that was the main cause of my phone's problems.

I am gradually re-adding select apps that I really need to use, but only one at a time until I see how the phone behaves. I have discovered that for some apps it will be fine immediately after and then when I go to use the phone for anything it will crash/restart/freeze/crash several times--usually 3 or 4--and then be fine. The last couple apps I've downloaded, I've done a pre-emptive strike and told it restart as soon as the app is finished downloading; since I've started this, the damn thing hasn't crashed once.

Don't know if any of this will help anybody else, but just in case....

Here is the offending app that seemed to be causing the most trouble:

Evil App.jpg
 
Hello I'm glad found other people having problems with this phone. For the past few days my lg g4 has been constantly restarting. I did a couple of factory restarts but the issue is still there. Also is anyone else having wifi problems? I go on settings and all it shows is "Turning wifi on" can't do anything about even restarting doesn't fix it. This is very frustrating.
 
Hello I'm glad found other people having problems with this phone. For the past few days my lg g4 has been constantly restarting. I did a couple of factory restarts but the issue is still there. Also is anyone else having wifi problems? I go on settings and all it shows is "Turning wifi on" can't do anything about even restarting doesn't fix it. This is very frustrating.

Had that wifi issue a couple times; the biggest issue by far, though, was the power-cycling and bootlooping.

Do you have Sprint? If so, take your phone to a repair center (not just a retail store) and have the tech look at it. Tell them (if they don't know already) that this is a KNOWN ISSUE and tech is supposed to approve a no-cost replacement for this model of phone. Soulysephiroth, a Sprint tech who hangs out at XDA Developers, told me " I would order a replacement on it. And Since its a known issue with the device and is listed in the Sprints tech stuff thats its a known issue, a tech would have to." And I'm glad he said that, because then I knew what to tell the techs, who had no idea; I spoke with one when I went in to order the replacement and a different one when I went in to pick it up, and neither of them knew about the auto-replacement thing.

I've had my new phone for a week now and it has not had a single problem. ::crossed fingers::

You can go to the XDA Developers page and search on "Sprint LG G4 keeps crashing" to get to the thread with the above info. The tech's comment about replacement phones is on page 6.

Good luck!
 
This is true. I had mine do the reboot thing after a freeze up to the point where it would not boot anymore. You could not get into safe mode and I even tried getting into recovery mode and it would just reboot the to the LG screen. They replaced it with a new device from LG, battery and all with the tape on it and all, as this is a known issue with a bad board. This seems to only effect the Sprint models for anyone else wondering. Kudos to Sprint and LG for taking care of this issue promptly and giving a new replacement.
 
Yes I have Sprint, I'm kinda confused though, do I go to Sprint or contact LG about my phone?
 
Re: why does my lg g4 keep shutting down

I've had the same problem with my phone, and I finally got them to order a replacement today, but I had to fight for it. I chatted with Sprint.com chat and took the transcript where they confirmed mine was part of the bad batch and they finally relented after forcing a factory reset and saying they had to see it happen. Frustrating, but at least they finally ordered me one. I may have them activate my HTC One M8 until it comes in, it's shutting off multiple times a day now.

Sent from my LGLS991 using Tapatalk
 
maxo13, go to a Sprint Repair Center. LG will try to insist that you send them the phone for "repair or replacement," and it can take several weeks to get one back. They don't want to admit to consumers that they released a defective batch of phones. :confused:

If Sprint tries to tell you that you have to pay out of pocket, make sure you tell the Sprint Tech specifically that the phone is listed in the Sprint tech documentation as a known issue and that the protocol is to order a free replacement.
 
Re: why does my lg g4 keep shutting down

I've had the same problem with my phone, and I finally got them to order a replacement today, but I had to fight for it. I chatted with Sprint.com chat and took the transcript where they confirmed mine was part of the bad batch and they finally relented after forcing a factory reset and saying they had to see it happen. Frustrating, but at least they finally ordered me one. I may have them activate my HTC One M8 until it comes in, it's shutting off multiple times a day now.

Sent from my LGLS991 using Tapatalk

It will only get worse. :) Mine eventually got stuck in the Accessibility menu and just kept looping through the 3 screens. I couldn't do anything with it, nothing worked to reboot it, and then it stopped taking a charge. I had to actually re-activate an old dumb phone that I had squirreled away in a cupboard, I learned fast how dependent I am on my little tricorder. ;)
 
Re: why does my lg g4 keep shutting down

It will only get worse. :) Mine eventually got stuck in the Accessibility menu and just kept looping through the 3 screens. I couldn't do anything with it, nothing worked to reboot it, and then it stopped taking a charge. I had to actually re-activate an old dumb phone that I had squirreled away in a cupboard, I learned fast how dependent I am on my little tricorder. ;)
You're right. Had to reactivate my HTC One M8 today. My three week old G4 is now shutting itself off and bootlooping. Supposed to have a replacement by Tuesday. This is unreal.

Sent from my 831C using Tapatalk
 

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