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

[Nadzi]

Mattias_ASUS

https://zentalk.asus.com/en/discussion/comment/237367#Comment_237367

It depends, if you really want this issue solved? Then yes, we need those logs.

This is not happening to every device and it's the only way for them to see what could possibly happen and what triggers it.

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Pardon my rudeness, but why do we as customers have to find out where the problem is??? After all, you made the phone yourself. you promised software support and yet you still have to find new and new problems and work intensively to fix them. We are the customers who should receive the finished product. This means that if we do not send logs with the problem, then you sit with your legs spread on the table and wait for a problem to appear from some user??? what is the logic in that?

[paweldejko]

Nadzi

https://zentalk.asus.com/en/discussion/comment/237491#Comment_237491

Pardon my rudeness, but why do we as customers have to find out where the problem is??? After all, you made the phone yourself. you promised software support and yet you still have to find new and new problems and work intensively to fix them. We are the customers who should receive the finished product. This means that if we do not send logs with the problem, then you sit with your legs spread on the table and wait for a problem to appear from some user??? what is the logic in that?

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I do not know what the production volume of the Zenfone 9 model is, but if it is tens or hundreds of thousands, how do you imagine solving a problem that occurs in 20-30 users without their cooperation?
The logic is that technicians must either have access to a malfunctioning device or access detailed system logs. A working phone can be analyzed until the end of the world, but such an analysis will not solve your problems.

[Nadzi]

The logic is that this is the difference, why apple, samsung, xiaomi is the market leader. (interest in customers, interest in own products, interest in services for customers and quick action in case of equipment failure). The fact that it is a small series production does not justify the actions of the manufacturer, who asks customers for help. In my opinion, it only means: WE DON'T KNOW WHAT STYM IS. That is the answer for the customer. And it's sad that the phone for almost 900 euros is in an unsolvable state and the developers are clueless.

[Nadzi]

I'm not saying it's easy to figure out. But when something like this happens in Apple, Samsung or, for example, Google or Nvidia, they immediately issue a message that they are working on a fix and it will come soon, or they write: DO NOT INSTALL UPDATE or something similar. But here it is completely unresponsive, clueless and SEVERAL MONTHS of fixes... sad

[HelpingHand]

paweldejko

https://zentalk.asus.com/en/discussion/comment/237562#Comment_237562

I do not know what the production volume of the Zenfone 9 model is, but if it is tens or hundreds of thousands, how do you imagine solving a problem that occurs in 20-30 users without their cooperation?

The logic is that technicians must either have access to a malfunctioning device or access detailed system logs. A working phone can be analyzed until the end of the world, but such an analysis will not solve your problems.

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I think Asus could collect the defective phones from people having issues and perform all the required tests. Why shall the customers perform the tests themselves?