[Zenfone 4 Max ZC554KL] Camera not working/dark

Sharon....Sharon.... Level 1
edited November 2020 in ZenFone Max Series

Basic info below.

Just like all other zenfone 4 max users (according to the internet), my camera has gone dark. There have been many posts about this already but I was just wondering whether Asus has been working on a solution or not? If yes please tell us the solution. Just like all others I've tried all steps , updated and reset all settings.


some basic information before asking for help:

  1. Model Name: Zenfone4 Max 5.5"(ZC554KL)
  2. Firmware Version: see picture
  3. Rooted or not:
  4. Frequency of Occurrence: always
  5. APP Name & APP Version (If your issue relates to the app): Camera

In addition to information above, please also provide as much details as you can, e.g., using scenario, what troubleshooting you've already done, screenshot, etc.

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Comments

  • Hi Sharon....

    Sincerely apologize for any inconvenience caused. According to your description, I highly advise that you bring your device to the repair center. Please contact ASUS repair center in the country of your residence: https://www.asus.com/support/Service-Center-All-Countries/

    If it is impossible to access the service center during Covid-19 period, please try Call us: https://www.asus.com/support/CallUs

  • Seems asus customer service doesn't know or have an answer, so her solution is to take phone to center. That not customer service at all please asus, have someone with knowledge to please respond to this question .

    Thank you

  • I have same problem... It comes and goes. I feel it has something to do with the front or back sensor.

    Camera work for few days, then black. Then few hours later. Back working .

    I already done everything from clear cache to safe mode.

  • Hi friends

    Thank you for your asking. For stay-at-home troubleshooting, kindly refer to the info below

    1. Try to update to the latest firmware version

    Setting >System>About Phone>Software information

    2. Please try clearing cache & storage of Camera (long press "Camera">App Info>Storage & memory>Clear cache/Clear storage), and try to re-install 3rd party camera apps and check again.

    3. Please try to enter "Safe Mode". If the function works well in Safe Mode yet the issue remains out of Safe Mode, please check on any disturbance from the installed 3rd party apps.

    # How to enter and exit "Safe Mode"

    https://www.asus.com/support/FAQ/1005163/

    4. Please check on SMMI test, could the device pass the SMMI test? 

    Calculator> type ".12345+=">SMMI TEST>Single Test>Wide-angled Camera Capture Test/Tele Camera Capture Test/Front Camera Capture Test

    *If your SMMI test is pass, please try "the Factory Reset"

    Settings>System>Reset options>Erase all data(factory reset)

    Please note that once the Factory Reset is completed, all data, apps, settings and personal information will be deleted.


    If the issue remain the same, for this model, I suggest you bringing your device to the repair center.

  • I try everything, even hard reset. Safe mode. The cam works, then later it stops. I try the test, dark. Then try again, cam work. All 3 test..then again stop.

    The cam app havent been updated since 2016.

    I open cam on facebook messenger , am i get this message.

    There arent any apps running in back ground . I this phone still under warranty. It not even a year i have this phone.

    Please find solution to this.


  • Nous sommes des centaines à nous plaindre de ce problème (ici, sur l'app store, sur des sites spécialisés...). Aucune réponse officielle d'Asus, si ce n'est d'envoyer le téléphone au centre de réparations... À nos frais ! Vu l'ampleur du problème, c'est du foutage de gueule !

  • Hi noshiro21

    Thank you for the reply. Is your device model ZC554KL? If it is ZC554KL and you already try factory reset, please contact ASUS repair center in the country of your residence: https://www.asus.com/support/Service-Center-All-Countries/

    If it is impossible to access the service center during Covid-19 period, please try Call us: https://www.asus.com/support/CallUs

  • franciscoleehfranciscoleeh Level 1
    edited August 2020

    Same problem for me and no solution, I wanted the new Asus RoG but is a lot of money to loose when they decide to forget the past models software support.

  • Hi Francis

    As I mention above, please try those troubleshooting tips. If the situation remains the same, please bring your device to the repair center for device checking and further assistance.

  • I write from Chile, and here we don't have phones support, just notebooks and tablets. I did a factory reset and the camera worked fine for a few days, then failed.

    I had installed the lastest firmware, modifying the final number (519) to release it and work, but the camera still seems to crash.

    I think that problem is not a hardware failure, so ASUS needs to release a patch. Many people have the same problem.

  • Hi jaimito.alarcon

    Thank you for your asking. First, my ZC554KL camera still works fine.

    Second, please contact with the service center for further checking since you already tried the Factory Reset. If the model is available in your country, there may be at least one service center which can check the device out.

    https://www.asus.com/latin/support/Service-Center/Chile

    If it is impossible to access the service center during Covid-19 period, please try Call us: https://www.asus.com/support/CallUs

  • ales668ales668 Level 1
    edited September 2020

    A lot of people have the same problem with the camera software, just read the reviews on playstore, this is strange.

    Asus need to release upgrades, people are forced to change phone for this issues.

  • Hi ales668

    Thank you for your asking.

    1. Have you ever brought your device to the repair center for device checking? If you did, please provide me your RMA no for further checking.

    2. Have you already tried the troubleshooting tips above?

  • It is the same problem for me,i tried the tips,but the camera still doesn't want to start and remains black

  • Hi Zoltán

    Thank you for your asking. According to what you described, please contact ASUS repair center in the country of your residence for further device checking: https://www.asus.com/support/Service-Center-All-Countries/

    If it is impossible to access the service center during Covid-19 period, please try Call us: https://www.asus.com/support/CallUs

  • Also had this problem. Started out being intermittent and finally settled in to black screen and camera app aborting. The calculator .12345+= diagnostics did not trigger any of the lenses. I was fairly certain this was a software problem and went down the road of looking for phone images. Flashing the WW-15.2016.1907.519 image from "ZenFone-4-Max-ZC554KL/HelpDesk_BIOS/" (sorry won't let me post full address - search with this string and you'll get to the bios and firmware site) resolved this for me. I installed the image zip on the root of my phone SD card with my PC, booted the phone into recovery mode, erased the data and cache, and flashed the image. While I'm sure this image had been applied through auto-update, the behavior of the phone home screen interface is significantly different. Seems the auto-update route does not do a full os replacement. 😎

  • Hi,

    I Have the same problem. When I open my camera it has gone dark.

    I have used Android Studio to debbug my Android 8.1, and the camera problem looks like be a permission problem.

    I hope this helps Asus to solve the problem.

  • Hi Dean Marcel

    Thank you for your reply, please contact ASUS repair center in the country of your residence: https://www.asus.com/support/Service-Center-All-Countries/

    If it is impossible to access the service center during Covid-19 period, please try Call us: https://www.asus.com/support/CallUs

This discussion has been closed.