ZenFone 9 randomly restarts

[HelpingHand]

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:
Model Name: ZenFone 9
Firmware Version: WW_32.2040.2040.23
Rooted or not: no
Frequency of Occurrence: every day
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.
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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

[HelpingHand]

Gosia

I sent the logs, the weird thing though is that when I go to the phone state is says the phone has been running for 20h now, but today morning I did have to unlock my phone with a pin code after the restart (clearly haven't slept for more than 20h). So this is not very logical to me but hopefully you will find something in the logs. I will try to generate more files but I also decided to send the phone back early next week to deal with the disconnecting wifi. Honestly, I really hope it's not fixable and I will get my money back. I decided to spend all this money to not have any problems with a phone for a couple of years. My old phone is from 2017 and doesn't cope with the size modern apps have reached but other than that it works 100% fine. So basically I though I can throw money at the problem and get something that will not cause any issues for the next 4-5 years. Needless to say, the last couple of weeks are the opposite of what I was hoping for. I agree with the previous posts that ASUS should just take those phones, replace them with functioning ones and not use us as free lab rats- not very professional if you ask me. I know it's not mods fault but I hope you guys do bring it higher up as this would probably make your work easier and do less damage to ASUS brand, win-win situation.

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Good decision @Gosia , also thanks for contributing with the logs. The fact that it asks for the PIN could happen after a few hours, not sure why this "security feature" but I saw it happening at random. Have you checked the "battery usage graph", if you haven't charged the phone it should have some gaps if it had restarted, similar to what @De Funes showed here.
I'm currently testing the possible solution mentioned here but I need more time to see if it works. I understand how you feel about this and I'm sorry that we all are going through this, hope it all goes well for you and anyone else doing the same next week. Similarly, I understand the importance of the logs and all the troubleshooting but I felt similar to what you and @Leschek described.

amitgil

On another thread it was advised to do a wireless rest through: System - Reset Options - Reset Wi-fi, Mobile & Bluetooth to solve a problem of SIM2 enabled after restart. It seems to help with the random resets on my phone. It didn't help with the SIM2 reactivation though.

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@amitgil do you mean that it restarted again after enabling enabling SIM2 despite the "wireless reset"?

[amitgil]

Correct. There are two sims in the phone. SIM2 is disabled, only SIM1 is being used. After phone restart, SIM2 is reactivated, even though it was disabled before the restart.

[Leschek]

No idea if this has any connection to the issue from @amitgil, but i have noted that some settings are even restarted after you go back from a config screen.
Example, which I found during trying to solve my problem with WiFi goes off (see id 2 in my list),is in Developer Options, see screenshot attached.

The options can be easy activated. After I leave the config screen and go again in it I have them again deactivated.

[Jack81]

Mattias_ASUS

Please remember that the only way we can send the info to R&D to actually solve the issue is to send us the logs, so that they can go in detail and find what's causing the issue.

If we do not receive logs they will NOT be able to create a solution.

Maybe @HelpingHand wants to give us a hand and help us with a log?

Soo... Logs pls?

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Since we started talking serious my phone refuses to reboot ahaha. Now joke aside it's more than 24 hours since last reboot but it's true that I also kept my phone almost constantly busy (it's enough for me to have something active like the hotspot to prevent the random reboots). I'll probably have the first during the weekend (by now i know the behaviour pretty well).

[HelpingHand]

Jack81

https://zentalk.asus.com/en/discussion/comment/236685#Comment_236685

Since we started talking serious my phone refuses to reboot ahaha. Now joke aside it's more than 24 hours since last reboot but it's true that I also kept my phone almost constantly busy (it's enough for me to have something active like the hotspot to prevent the random reboots). I'll probably have the first during the weekend (by now i know the behaviour pretty well).

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@Jack81 😁that's actually a workaround that some people have mentioned in the other thread. Keeping the phone "awake" prevents it from restarting (except for @Gosia and @Wardane because it restarts when in use ) but I haven't considered that a solution or "workaround" because it kills the battery, without SIM card in use at least you can use the phone for extended periods of time, ironically, you can't make regular phone calls but you can do everything else.