ZenFone 9 randomly restarts

HelpingHandHelpingHand Level 2
edited September 29 in ZenFone 9

Hi all,

I bought an Asus ZenFone 9 from the UK online store. I started to migrate the apps from my old phone to the zf9 and once I finished I started to use my new ZenFone 9 as my main phone. However, I noticed around 3 dso that when i wentato unplug a fter charging the phone it looked as if it has been restarted. I thought it was a software update that somehow just did that so I didn't pay attention but then it repeated again and again every day since.


I started paying attention to it and started trying to disable certain features to see if that made a difference: disabled mobile data, left everything on and now I'm on airplane mode with WiFi on.


I upgraded to the latest version that was pushed some days ago hoping that it would magically solve the issue but... it didn't!


I quick Google Search revealed that sadly this issue is not that uncommon, and has already happened in the UK and Germany to other ZenFone 9 owners.


Is this a hardware problem? Is there a fix or a patch other than simply perform a factory reset and keep seeing the same issue? Can please someone from Asus look into this issue?

Plehank youase tell us some basic information before asking for help:

  1. Model Name: ZenFone 9
  2. Firmware Version: WW_32.2040.2040.23
  3. Rooted or not: no
  4. Frequency of Occurrence: every day
  5. APP Name & APP Version (If your issue relates to the app): not related to an app

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.

=================================



Scenario: use the phone as usual, leave the phone idle a few times a day, at some point, when you try to use the phone after it sat idle for some time you'll notice that it had restarted because you'll be asked to enter your password again and about/ status will show an up time of just a few minutes

«13456712

Comments

  • @HelpingHand , I have just noticed the very same with my device, at first I thought I had been pressing the finger print reader by mistake but the last 3 occasions I left the phone for an hour or so without moving it and low and behold the phone had restarted, this , coupled with my ongoing issues of apps starting with no data ( see here https://zentalk.asus.com/en/discussion/64348/blank-screen-on-chrome-or-google-after-searching#latest) is starting to put me off this device

  • Hey, to investigate the issue, the R&D team will require log details. It'll be great if either of you could share it.

    Please follow the below steps to enable the built-in log tool (Bug reporter).

    1.  Open “Calculator APP”

    2.  Enter “.19595+=”

    3.  Select the Log type according to the type of issue you want to capture. “General cases” will work for most issues.

    4.  After your selection the log tool will exit so you can duplicate the issue or wait for it to happen. Try to use the screen recorder to show your issue when possible. If you can't screen record your issue, then please take a screenshot right after the issue has occurred (as a timestamp) so we know where to look in the log.

    5.  Navigate back to the log tool via calculator and Tap "FINISH AND SHARE".

    6. It takes several minutes for the log to generate. You can exit and do other stuff in the meantime. A silent notification will tell you once the process is done. Tap the notification and then the share button to upload the file to Google Drive and share the link with a moderator. Just make sure to change the permission first so that everyone with the link has permission to view it.

    Note: When you're no longer planning on logging your device, enter “.09595+=” in the calculator and the log tool will stop as well as deleting all stored log files. Make sure to share via calculator. The files found in internal storage -> asus_log are not the correct files (they are only 1.2kb)

  • I have enabled logging but I might need to wait a day. would it make sense to enable it after a few hours have passed and it's closer to its next restart?

    I'm asking because this is my main phone now so it would be logging everything I do in a day (not sure yet what kind of information is being logged, what does the log contain? How can I review it before it's sent?)


    Thank you

  • I also noticed a restart this night, while charging. I'm with the latest update. Before that I haven't noticed, or I might have mistaken the periodical pattern request with it.

  • You mentioned that the phone generally restarts when you plug it in for charging, so maybe you can enable the log around that time. Do take screenshots to indicate the occurrence of the issue.

    Now, as for the log details, it is generally used for monitoring data to detect any errors, events, and patterns within the system. I guess you can review it since it's not something that we have direct access to unless you share it.

  • I wondered whether the file that I'll be sharing is shown to me before I share it. I haven't done it yet (as it's the first time I'm enabling the logging) but from what you mentioned it looks possible(?).


    I just read my own post and noticed something weird with my writing (apologies!) . What I tried to say was that I left it charging and when I went back to unplug the phone and start using it I noticed it self-restarted. However, today before I posted the message here the phone just restarted on its own while being idle (it wasn't charging and had 60%+ battery). I haven't fully identified the pattern yet. I just know it happens every day, I'll update this post once it happens again because it will!

  • rewixrewix Level 1

    Hi, I have the same problem and waited if HelpingHand will post anything. I tried to generate log file (not during the restart so far). But I think the part of the log below is interesting by itself. It ends with a restart in 04:58:50 in the morning (so it was not me how requested it), but it is marked as "userrequested" restart. I believe that there is some software issue that triggers "pressing restart button" as if user pressed it. Is something like this possible? Maybe it is some part of testing software or sth. Please, help - I love the phone but the restarts are annoying




    ---------------System Boot----AI2202_ENG---------

    [Shutdown] Reset Trigger: 0x0 => [PS_HOLD]; ###### 

    ###### Reset Type: [HARD_RESET] ######

    (3)1970-01-13 03:47:25 :[SP] Can't set MediaFlag from vendor.asus.fota.group (not exist)

    (3)1970-01-13 03:47:25 :[SP] Last boot reason is [warm]

    (4)2022-10-03 22:28:29 :[SP] vendor.asus.update.mediaflag=0 from vendor.asus.fota.group!=2 (non-media device)

    (4)2022-10-03 22:28:29 :[SP] Last boot reason is [warm]

    (4)2022-10-03 22:28:30 :INIT:Write MefiaFlag=0(4)2022-10-03 22:28:30 :INIT:start ASUS_SP(4)2022-10-03 22:28:30 :[SP] vendor.asus.update.mediaflag=0 from vendor.asus.fota.group!=2 (non-media device)

    (4)2022-10-03 22:28:30 :[SP] Last boot reason is [warm]

    (4)2022-10-03 22:28:30 :INIT:Write MefiaFlag=0(4)2022-10-03 22:28:30 :INIT:start ASUS_SP(8)2022-10-03 22:28:34 :[GPS]: loc_eng init(8)2022-10-03 22:28:34 :[GPS]: loc_eng stop(8)2022-10-03 22:28:34 :[GPS]: loc_eng cleanup(8)2022-10-03 22:28:34 :[GPS]: loc_eng init(9)2022-10-03 22:28:34 :[RIL] RADIO_POWER 0 [0]

    (9)2022-10-03 22:28:34 :[RIL] RADIO_POWER 0 [1]

    (9)2022-10-03 22:28:34 :[RIL] RADIO_POWER 0 [1]

    (9)2022-10-03 22:28:34 :[RIL] RADIO_POWER 0 [0]

    (10)2022-10-03 22:28:35 :[RIL] RADIO_POWER 1 [1]

    (10)2022-10-03 22:28:35 :[RIL] RADIO_POWER 1 [0]

    (10)2022-10-03 22:28:36 :[BT] on

    (10)2022-10-03 22:28:36 :[UpdateEngine] Boot completed, waiting on markBootSuccessful(10)2022-10-03 22:28:36 :[UpdateEngine] Mark Boot Slot Successful(10)2022-10-03 22:28:36 :[UpdateEngine] Can't find any snapshot to merge.(10)2022-10-03 22:28:36 :[UpdateEngine] Update finished with result: 0(10)2022-10-03 22:28:36 :Booting from:_a

    (10)2022-10-03 22:28:36 :ASDF: 1st boot_completed....

    (10)2022-10-03 22:28:36 :CSC version: WW_AI2202_32.2040.2040.23

    (15)2022-10-03 22:28:40 :[RIL] RADIO_POWER 1 [0]

    (21)2022-10-03 22:28:46 :[RIL] SIG -73 [0]

    (21)2022-10-03 22:28:46 :[RIL] COPS 23003 Vodafone CZ [0]

    (21)2022-10-03 22:28:46 :[RIL] CREG 1 14 [0]

    (21)2022-10-03 22:28:46 :[RIL] CGREG 1 14 [0]

    (21)2022-10-03 22:28:47 :[Alarm][userspace]:WakeupAppName: *walarm*:doze_time_tick

    (23)2022-10-03 22:28:54 :[Alarm][userspace]:WakeupAppName: *walarm*:com.google.android.intent.action.GCM_RECONNECT

    (25)2022-10-03 22:29:03 :[Alarm][userspace]:WakeupAppName: *walarm*:DeviceIdleController.light

    (25)2022-10-03 22:29:23 :[Alarm][userspace]:WakeupAppName: *walarm*:DeviceIdleController.light

    (26)2022-10-03 22:29:34 :[Alarm][userspace]:WakeupAppName: *walarm*:DeviceIdleController.motion

    (26)2022-10-03 22:30:36 :[Alarm][userspace]:WakeupAppName: *walarm*:DeviceIdleController.motion

    (27)2022-10-03 22:30:44 :[Alarm][userspace]:WakeupAppName: *walarm*:DeviceIdleController.motion

    (27)2022-10-03 22:32:37 :[Alarm][userspace]:WakeupAppName: *walarm*:DeviceIdleController.deep

    (27)2022-10-03 22:36:38 :[Alarm][userspace]:WakeupAppName: *walarm*:DeviceIdleController.deep

    (28)2022-10-03 22:39:35 :[Alarm][userspace]:WakeupAppName: *walarm*:DeviceIdleController.light

    (30)2022-10-03 22:44:39 :[Alarm][userspace]:WakeupAppName: *walarm*:DeviceIdleController.light

    (31)2022-10-03 22:44:44 :[Alarm][userspace]:WakeupAppName: *walarm*:JS idleness

    (31)2022-10-03 22:46:45 :[Alarm][userspace]:WakeupAppName: *walarm*:JS idleness

    (31)2022-10-03 22:46:45 :[Alarm][userspace]:WakeupAppName: *walarm*:*job.deadline*

    (36)2022-10-03 23:00:41 :[Alarm][userspace]:WakeupAppName: *walarm*:DeviceIdleController.light

    (36)2022-10-03 23:00:45 :[Alarm][userspace]:WakeupAppName: *walarm*:com.google.android.intent.action.GCM_RECONNECT

    (47)2022-10-03 23:00:55 :[GPS]: loc_eng start(47)2022-10-03 23:00:55 :[GPS]: loc_eng on(50)2022-10-03 23:01:00 :[Alarm][userspace]:WakeupAppName: *walarm*:DeviceIdleController.light

    (50)2022-10-03 23:01:00 :[GPS]: loc_eng stop(50)2022-10-03 23:01:00 :[GPS]: loc_eng off(51)2022-10-03 23:01:06 :[Alarm][userspace]:WakeupAppName: *walarm*:DeviceIdleController.deep

    (60)2022-10-03 23:32:43 :[Alarm][userspace]:WakeupAppName: *walarm*:*job.deadline*

    (66)2022-10-04 00:01:01 :[Alarm][userspace]:WakeupAppName: *walarm*:com.qualcomm.qti.qdma/.uploader.UploaderReceiver

    (104)2022-10-04 00:32:44 :[Alarm][userspace]:WakeupAppName: *walarm*:com.qualcomm.qti.qdma/.uploader.UploaderReceiver

    (114)2022-10-04 01:32:45 :[Alarm][userspace]:WakeupAppName: *walarm*:com.qualcomm.qti.qdma/.uploader.UploaderReceiver

    (118)2022-10-04 02:01:33 :[Alarm][userspace]:WakeupAppName: *walarm*:com.qualcomm.qti.qdma/.uploader.UploaderReceiver

    (153)2022-10-04 02:32:46 :[Alarm][userspace]:WakeupAppName: *walarm*:*job.deadline*

    (166)2022-10-04 03:32:47 :[Alarm][userspace]:WakeupAppName: *walarm*:*job.deadline*

    (173)2022-10-04 04:19:40 :[Alarm][userspace]:WakeupAppName: *walarm*:*job.deadline*

    (175)2022-10-04 04:32:48 :[Alarm][userspace]:WakeupAppName: *walarm*:com.asus.deskclock.ALARM_ALERT

    (178)2022-10-04 04:51:50 :[RIL] SIG -100 LTE [0]

    (188)2022-10-04 04:51:59 :[RIL] SIG -77 LTE [0]

    (188)2022-10-04 04:52:00 :[RIL] SIG -95 [1]

    (188)2022-10-04 04:52:00 :[RIL] CGREG 12 14 [1]

    (189)2022-10-04 04:52:01 :[RIL] COPS 23001 Plus4U [1]

    (189)2022-10-04 04:52:01 :[RIL] CREG 1 14 [1]

    (189)2022-10-04 04:52:01 :[RIL] CGREG 1 14 [1]

    (197)2022-10-04 04:52:09 :[NFC] On(203)2022-10-04 04:52:15 :[wlan] Wi-Fi enabling

    (203)2022-10-04 04:52:15 :[wlan] Wi-Fi enabled

    (206)2022-10-04 04:52:18 :[wlan] Start DHCP "Kantano-5GHz"

    (206)2022-10-04 04:52:18 :[wlan] Wi-Fi IP: 10.0.0.7/24

    (216)2022-10-04 04:52:27 :[RIL] SIG -89 LTE [0]

    (241)2022-10-04 04:52:52 :[RIL] SIG -106 LTE [1]

    (254)2022-10-04 04:53:06 :[RIL] SIG -100 LTE [0]

    (286)2022-10-04 04:53:37 :[Alarm][userspace]:WakeupAppName: *walarm*:DozeAsusAlwaysOnTouchHandler

    (286)2022-10-04 04:53:38 :[Alarm][userspace]:WakeupAppName: *walarm*:DozeAsusAlwaysOnTouchHandler

    (291)2022-10-04 04:53:43 :[Alarm][userspace]:WakeupAppName: *walarm*:MinTimer

    (292)2022-10-04 04:53:44 :[Alarm][userspace]:WakeupAppName: *walarm*:ScreenOffFirewall.CHECK

    (313)2022-10-04 04:54:04 :[Alarm][userspace]:WakeupAppName: *walarm*:WakingExecutorService.ACTION_ALARM.com.facebook.katana.Mqtt_Wakeup

    (323)2022-10-04 04:54:38 :[Alarm][userspace]:WakeupAppName: *walarm*:RCS.keep_alive_manager.keep_alive_sender

    (329)2022-10-04 04:55:35 :[Alarm][userspace]:WakeupAppName: *walarm*:RCS.keep_alive_manager.keep_alive_sender

    (329)2022-10-04 04:55:35 :[Alarm][userspace]:WakeupAppName: *walarm*:action_batch_upload

    (429)2022-10-04 04:57:40 :[RIL] SIG -81 LTE [0]

    (496)2022-10-04 04:58:48 :[GPS]: loc_eng stop(496)2022-10-04 04:58:48 :[GPS]: loc_eng cleanup(497)2022-10-04 04:58:49 :[RIL] CGREG 2 -1 [1]

    (497)2022-10-04 04:58:49 :[RIL] CREG 2 -1 [1]

    (497)2022-10-04 04:58:49 :[RIL] CREG 2 -1 [0]

    (497)2022-10-04 04:58:49 :[RIL] RADIO_POWER 0 [1]

    (497)2022-10-04 04:58:49 :[RIL] CGREG 2 -1 [0]

    (497)2022-10-04 04:58:49 :[RIL] RADIO_POWER 0 [0]

    (498)2022-10-04 04:58:50 :[RIL] RADIO_POWER 2 [1]

    (498)2022-10-04 04:58:50 :[RIL] RADIO_POWER 2 [0]

    (498)2022-10-04 04:58:50 :[REBOOT] stop service without tombstoned & logd & adbd --

    (498)2022-10-04 04:58:50 :[REBOOT] stop surfaceFlinger 

    (498)2022-10-04 04:58:50 :--------------- Power off : restart2 : userrequested ---------------

  • I experience the same issues. Not related to charging but my phone restarts 4-5 times a day w/o any interaction. Normally I notice it when I have to re-authenticate with PIN after reboot. Not related to charging as far as I can notice. Will log and post.

  • HodorHodor Level 1
    edited October 6

    I think this might be actually related to the fingerprint sensor, I have disabled it (and restarted my phone) and now it seem to have stopped rebooting. Hope someone will also make this as a test case, will update.

    Nope..not it

  • HodorHodor Level 1

    I found several posts also saying that it is causing this behavior though on Galaxy phones https://forum.xda-developers.com/t/reboots-shutdowns-w-fingerprint-scanner.3856346/

  • DitkoDitko Level 1
    edited October 18

    Has there been any updates from ASUS regarding this issue? I got my Z9 Saturday and started to experience random restarts yesterday. I've logged the restarts happening a few times but I'm unsure of how to send the files to mods here.

  • For clarification purposes, the R&D team requires logs from users who happen to be experiencing this issue. You can upload the file to Google Drive and share its link with me via PM.

    Please follow the given steps to enable the built-in log tool (Bug reporter).

    1.  Open “Calculator APP”

    2.  Enter “.19595+=”

    3.  Select the Log type according to the type of issue you want to capture. “General” will work for most issues.

    4.  After your selection the log tool will exit so you can duplicate the issue or wait for it to happen. Try to use the screen recorder to show your issue when possible. If you can't screen record your issue, then please take a screenshot right after the issue has occurred (as a timestamp) so we know where to look in the log.

    5.  Navigate back to the log tool via calculator and Tap "FINISH AND SHARE".

    6. It takes several minutes for the log to generate. You can exit and do other stuff in the meantime. A silent notification will tell you once the process is done. Tap the notification and then the share button to upload the file to Google Drive and share the link with a moderator. Just make sure to change the permission first so that everyone with the link has permission to view it.

    Note: When you're no longer planning on logging your device, enter “.09595+=” in the calculator and the log tool will stop as well as deleting all stored log files. Make sure to share via calculator. The files found in internal storage -> asus_log are not the correct files (they are only 1.2kb)

  • HodorHodor Level 1

    The R&D team requires?!

    Are you hearing yourself? There is obviously a real issue happening to probably ALL your Asus Zenfone 9 devices. Why don't the R&D team pick 1 device and test their work, it's only the minimum required from a developer. If you can't reproduce the issue it's obviously from laziness or incompetence, but leaving people with a new device that keep restarting is disrespectful to customers. I really want to like this phone and Asus as a company with great hardware but this is really not cool.

  • There is no way to debug this without logs. It's not happening to everyone and there are no clear steps to reproduce this so a log is the only way to figure out what's happening.

  • My Zenfone 9 has not restarted itself once since I picked it up at the end of August. Currently, the operating time is 265 hours and 16 minutes (over 11 days). I reset it manually on October 7 due to a malfunction of the LED Blinker application.

    So, by all means, the problem may not be reproducible on a working device, and the claim that it occurs on ALL is an abuse when only a few users report it.

  • DitkoDitko Level 1

    I can't pm as level one, would you mind sending me something so I can reply with my drive link?

  • GosiaGosia Level 1

    I've got the same issue, with the exception that today it happened when I was making a phone call. Until now, it didn't bother me that much because the only inconvenience was I needed to manually unlock my phone instead of using the finger print but now I would call it a serious flaw if the random reboot happens also whilst using the phone and not only when it's idle. Would love to see this issue resolved soon.

  • I have the same issue. Woke to my phone being restarted.

  • I have the same problem. I have already suffered 2 random reboots, one while charging the device and another while it was with the screen off without charging.

  • Jack81Jack81 Level 1

    Same here. It seems to have to do with the SIM cards. When idle it tends to reboot but only if it is not busy with another application such as music playing in the background or even hotspot functionality.

    Interestingly, my internet used to drop once or more a day and I had to reboot the phone to get that working. After the upgrade to android 13 beta the issue disappeared. Now I'm left with the random reboots though. Worth noting that I'm using the dual SIM. Never tested whether the issue disappears by using a single SIM.

Sign In or Register to comment.