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ZenFone 9 randomly restarts

HelpingHand
Rising Star I
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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screenshot-20220929-111646-settings.jpg
screenshot-20220929-111703-settings.jpg

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
291 REPLIES 291

Hodor
Star II
After last November update (32.2050.2050.34) I had even more restarts. I think I'm gonna sell the device. Looks like company doesn't care enough to just grab a phone and assign a dev to solve it. Really crappy attitude to an issue this magnitude with so much customers complaints. I hope everyone here opened a complain to Asus customer service.
https://am-rma.asus.com/us

SeaCity
Rising Star I
I confirm that with the latest update 2050.34 there have been other restarts however Android 13 is coming in December 2022, the totally rewritten software I am sure will solve the problem, and in the meantime it is sufficient to remove the security PIN from the SIM to have no real disservice as the smartphone restarts completely and is fully operational again in a minute.

Jack81
Star III
Airedale

I confirm that with the latest update 2050.34 there have been other restarts however Android 13 is coming in December 2022, the totally rewritten software I am sure will solve the problem, and in the meantime it is sufficient to remove the security PIN from the SIM to have no real disservice as the smartphone restarts completely and is fully operational again in a minute.


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I'm afraid but the current beta I'm in is also affected. There's a slim chance the issue may be addressed in a stable version but no high hope as things stand.

HelpingHand
Rising Star I
Good luck everyone!

HelpingHand
Rising Star I
Leschek

I had different issues than the reboots, but in my case I have also contacted first the customer service, which advised me to create RMA case and send the phone to technical service department. So I did it. (Yesterday I got the email, that the phone arrived at them, so the investigation has started).

I am sorry, but the forum here is for me not a real place for official complains in front of the Asus. It is just a forum, which helps to exchange an experience between the users, which sometimes helps to resolve something by clarifying a wrong approach of users.

So I would expect that customer service after contact should judge if an issue is an easy one, or maybe unknown/more complicated/more complex and then they advise to send it for technical service, or advice some steps to customer to solve it alone.


View post
Agree on that Leschek. Keep us updated with the progress of the repair, I know the repair works but they need to do the repair as opposed to just say that they couldn't replicate the issue