topic Re: Z3 dual wifi & bluetooth problem in Z Series

Wifi broken after update

RichW — Fri, 14 Aug 2015 07:37:05 GMT

Hi,

Got a fairly major issue with my Sony Experia Z3 (on Virgin mobile contract). Had an update and now wifi and bluetooth won't turn on. Turning on it just flicks back. It's not my home wifi, and is definitely a software issue on the phone, (was working all day, updated as soon as I connected to my home network when I got back in the evening). Have tried restarting, factory data reset and re-installing 3 times via PC Companion. Nothing works.

Is this a known issue with the latest update? Will there be a patch and if so when? Or is their a way to rollback and disable updates for the time being. Being a web developer I use my phone daily for testing so it's pretty useless at the moment.

Thanks

Re: Wifi broken after update

Samuel1 — Fri, 14 Aug 2015 08:32:37 GMT

I'm sorry to hear that. As far as I know this isn't a general issue with the update, so I suggest that you raise this with your local support team to proceed with this in the best possible way.
Local support.

Re: Wifi broken after update

shsamatdmd — Tue, 18 Aug 2015 15:52:38 GMT

@Samuel wrote:
I'm sorry to hear that. As far as I know this isn't a general issue with the update, so I suggest that you raise this with your local support team to proceed with this in the best possible way.
Local support.

are you sure? because I have the same problem.

Re: Wifi broken after update

beti90 — Tue, 18 Aug 2015 17:18:32 GMT

i got the same problem ....
addittionally my mobile internet is not working anymore.

i gave it to the service ..

next week ill be flying to my Erasmus studies but unfortunately i have to worry about my mobile phone

this is really annoying...

Spoiler

Re: Wifi broken after update

Rickard — Wed, 19 Aug 2015 07:05:41 GMT

It's not a known issue with the update so this sounds very strange,

@RichW and @shsamatdmd

Are you by any chance familiar with using ADB and if so, would it be possible for you to provide me with a kernel log using dmesg?

Re: Wifi broken after update

Zacabeb — Thu, 20 Aug 2015 14:36:58 GMT

I too encountered this problem back in June (Wi-Fi died overnight), and after a week of trying to resolve it through resetting and repairing the phone with PC Companion, I sent it in for service. It's come back twice with the same problem.

Wi-Fi, Bluetooth and FM radio are all inaccessible. All three are handled by the same Broadcom IC.

The service center keep insisting that when they've reinstalled the system software and reset the phone, Wi-Fi has been working. But both times I went to pick it up at the store, Wi-Fi and Bluetooth were still/once again inaccessible. Sony also won't let them replace the motherboard under warranty.

Now it's in for a third and final attempt, and I've requested to have the phone replaced.

I think it's either a hardware fault or incompatibility between the system software and a specific hardware revision.

Re: Wifi broken after update

shsamatdmd — Thu, 20 Aug 2015 16:45:06 GMT

No, and I'm thinking about replacing my phone. this happened before but after the latest update wifi and Bluetooth won't turn on at all.

WiFi & Bluetooth not working

aihussein — Sat, 22 Aug 2015 07:51:23 GMT

Dears,
after updating the android by one month suddenly the Bluetooth & wifi not working and I tried many things such as :-
1. Clear data of Bluetooth via app management setting.
2. reset the mobile and turn off using the volume button.
3. Factory rest.
But the problem is that I purchased it during my visit in Saudi Arabia and I now work in Egypt and couldn't to go the orgin agent in Saudi to let fix it and I called the agent in Egypt and he informed me the warranty not cover me cuz I purchased from another country... Please I need your help.

my WiFi and Bluetooth stopped working completely

kinga13 — Sun, 23 Aug 2015 13:07:33 GMT

hello, I've been using Sony z3 for a while now and never had any technical issues. However, couple of days ago both my WiFi and Bluetooth started crashing then they stopped working at all. It doesn't work when you click on the icons from notification bar or from the settings either. I have already factory reseted my phone and it still doesn't work. Anyone ever experienced this as well and knows the solution? Regards

Re: my WiFi and Bluetooth stopped working completely

Qatrium — Sun, 23 Aug 2015 13:16:01 GMT

I'd suggest that you do a PC Companion phone repair, this will do a clean installation of the latest firmware and will also wipe your internal memory.

Open PC companion -> Support zone -> Phone/tablet software update -> Repair my phone/tablet (blue link style). Follow the steps given, do not connect your phone until prompted to press volume down while plugging USB cable.

http://www.sonymobile.com/gb/tools/pc-companion/

Re: my WiFi and Bluetooth stopped working completely

_alexdon_ — Sun, 23 Aug 2015 13:16:14 GMT

There are some threads about this already:

/t5/Xperia-Z2/Wifi-and-bluetooth-won-t-turn-on/td-p/986337/page/2

Re: my WiFi and Bluetooth stopped working completely

SophiaW — Mon, 24 Aug 2015 01:54:03 GMT

Hi kinga13, welcome to the community!

Follow @Questers advice. Heres how you can back up data from the phone first:

using PC Companion
1. Go to Support to install PC Companion on a Windows
computer.
2. When installed, start PC Companion on the computer.
3. Connect your phone to the computer using a USB cable.
4. Click Start under Backup & Restore.
5. Follow the on-screen instructions.
(Exactly what contents will be backed up may differ
depending on phone model.
You can view detailed information about this as you follow
the steps in the Backup & Restore wizard).

Re: Wifi broken after update

beti90 — Mon, 24 Aug 2015 18:10:00 GMT

Well... I got my phone back from service, mobile internet connection still do NOT work!!!

I can't effort to send to service again coz on thursday i ll be flying to another country

Great Sony, im really impressed by your customer service

I guess i change my phone to Samsung or HTC

Its really sad, i believed Sony is the best phone for me

But after all im dissapointed and angered by this missituation

Re: Wifi broken after update

Zacabeb — Mon, 24 Aug 2015 18:58:15 GMT

@beti90 wrote:
Well... I got my phone back from service, mobile internet connection still do NOT work!!!

I can't effort to send to service again coz on thursday i ll be flying to another country

Great Sony, im really impressed by your customer service

I guess i change my phone to Samsung or HTC

Its really sad, i believed Sony is the best phone for me

But after all im dissapointed and angered by this missituation

Yeah, that's the problem. It seems that when they do a factory reset using Sony's service tools, some features like Wi-Fi temporarily come back to life. But hours or days later, they fail again. I imagine that it's possibly because of the reset forcing system registers to be rewritten, but a hardware fault causing them to get corrupted. So when they test the phone immediately after servicing it, it seems to work fine. Once you get it back, it's gone back to being broken.

In my case it's a third party service center who are authorized by Sony, but explaining the situation to their customer support is like talking to a rock. Sony won't let them replace the motherboard because the phone seems to work after a reset, so they can't claim a hardware fault. It's like Catch 22.

Z3 dual wifi & bluetooth problem

Fadijsb — Fri, 28 Aug 2015 09:50:43 GMT

I have problem with wifi connection, always drops and search for new network and connect to the wifi and after 5-10 seconds the same problem (connect on 3 router and same problem)
I'll try factory reset and the same problem
Safe mode and nothing was repair it
My problem from android 5.0.2 and the same after upgrade to 5.1
Help me plz

Re: Z3 dual wifi & bluetooth problem

karthek — Fri, 28 Aug 2015 10:57:12 GMT

Steps to isolate the problem:

What's your phone's wifi settings?

1) Did you allow your phone to auto connect to open networks? If yes then disable it.

2) Try connecting to a password protected network with strong signal.

3) Does any other device works fine with the same wifi network that you have issues?

Re: my WiFi and Bluetooth stopped working completely

Zacabeb — Sat, 29 Aug 2015 20:00:47 GMT

Mine had the same problem, and I surmised that it must be a hardware issue. After three visits to an authorized service center (and 9 weeks) of unsuccessful attempts at fixing it, they finally replaced the mainboard (which they should have done the first time already). Add things up and I will have been without my Xperia Z3 for 11 weeks.

I have yet to take delivery of my Frankensteined Xperia Z3, so I don't know if it's working correctly again, but I take it this generally is a hardware issue. My guess is that the transceiver IC which handles Wi-Fi, Bluetooth and FM radio gets very hot, especially when using Wi-Fi, and is too small to efficiently dissipate heat, making it prone to develop faults over time.

Diagnostics might not detect this correctly because the Snapdragon SoC might still be able to communicate with this client IC, and they don't check whether the IC can succsessfully activate the respective radio.

Contacting the local Xperia Care may be the only solution in case they have to replace the mainboard. Doing so will also mean the phone gets a new IMEI.

Re: Z3 dual wifi & bluetooth problem

Fadijsb — Sun, 30 Aug 2015 18:11:04 GMT

Hello karthek and thx for reply
I try the first step and disable auto connect to wifi network and the same problem
My router's is: 1- linksys with wpa key 2- tp-link also with wpa key
Yes I have xperia z1, xperia S, and my family phone work fine with the same wifi
wifi
Sometime when i go to switch the wifi on, the wifi not switch on (write turning on...)
is it hardware or software problem?

Re: Z3 dual wifi & bluetooth problem

karthek — Tue, 01 Sep 2015 07:31:21 GMT

were you able to connect to wi-fi with your phone before?

If you were not able to connect from the first, then i would suggest you to Contact Support.

Before that, as a last step you might try doing a factory reset of your phone.

Re: Z3 dual wifi & bluetooth problem

Anita222 — Tue, 01 Sep 2015 09:47:31 GMT

The same problem. After small system update (was 5.0.2) bluetooth and wifi stopped working.

Was trying to reboot in safe mode, also upgraded to 5.1.1 via PC companion - but this did not helped.

Now will try reset to factory setting but I'm affraid this will not help also, if this is a hardware issue.

dear SONY, seems that this problem is quite common, PLEASE provide official feedback and solution!