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LG G4 Frozen on Start up

KRILAR53
Member

My LG G4 is stuck on the start up screen and won't power on. I was able to access System recovery and bring up the option to start in safe mode, but as soon as I select that, it goes straight back to frozen start up screen (no Safe menu message in the corner) and it will not do anything else, not even bring up the System recovery menu again, until you remove the battery.

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Re: LG G4 Frozen on Start up

acraftylady2
Novice

There was recently the boot loop issue with the G4 due to an update I guess.  LG has acknowledged it.  Happened to me a few weeks ago a few days after I got the software update and since I bought my phone out right I had to contact LG and they gave me a prepaid label to send it in and they fixed it free and sent it back.  Same thing happened to me before Christmas with this phone but again LG made good and fixed it for me since it was their fault.  Mary

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Re: LG G4 Frozen on Start up

Community Manager
Community Manager

We want your device to work flawlessly. When did this issue start? Have there been any changes made to your phone recently?

RobertH_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

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Re: LG G4 Frozen on Start up

FUBSTA
Member

This is a complaint about my recent experience with Verizon.  Two nights ago my LG G4 phone stopped working as I was texting my military division for work related matters.  The phone would only go to the LG boot screen but would not completely load.  I spent about one hour trying to get it to boot with no luck.  The very next day (yesterday during my lunch break) I went to a Verizon store to have it looked at and was told that my
options were to factory restore or have a new phone sent on Monday (meaning three full days without a phone) due to the problem not being fixable.  I explained to the representative in the store and the representative that he called that I absolutely did not want to lose all my important data and that I did not have my data saved to the cloud for privacy reasons.  I also explained that I was in the military and a supervisor to 26 personnel and could not be unreachable for that length of time.  The representative on the phone told me he could send a phone overnight but I would be charged $19.99 and I immediately told him that this was unacceptable.  How was it that less than a year ago I switched to Verizon and purchased this phone which stopped working due to no negligence on my part and I was already paying all this insurance along with monthly phone payments and would still have to pay for overnight shipping because I wanted my phone as soon as possible?  I also informed him that the data on my phone that I was about to lose was not only photos, videos, or messages but my notes prepared for my home builder that I have to turn in prior to my home warranty expiring.  I told him that I was expecting to get some sort of credit towards my account or something to try to keep me as a customer and he said that all he could do was credit the $19.99 fee but in the end I would still end up paying $1.40 in sales taxes.  Frustrated I told him to just send it out to me and then I asked the in-store representative if they could provide a phone until my new one arrived and he said he could not.  I left the store completely unsatisfied and thinking about switching back to Sprint.  I looked up the problem with my phone and found out that numerous people had the exact same problem that I was having and my data loss could have been prevented if I was informed that this was even happening with my phone.  This is unsatisfactory on both LG and Verizon.  I hope this helps someone else.

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Re: LG G4 Frozen on Start up

acraftylady2
Novice

There was recently the boot loop issue with the G4 due to an update I guess.  LG has acknowledged it.  Happened to me a few weeks ago a few days after I got the software update and since I bought my phone out right I had to contact LG and they gave me a prepaid label to send it in and they fixed it free and sent it back.  Same thing happened to me before Christmas with this phone but again LG made good and fixed it for me since it was their fault.  Mary

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Re: LG G4 Frozen on Start up

ddlclarke
Member

What is the resolution???? I am having the same issues. I've tried the troubleshoot but it did not resolve the issue.  I'm not sure if I need to wipe cache, factory reset or debug.

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Re: LG G4 Frozen on Start up

acraftylady
Sr. Member

Since I bought my phone at full price I had to contact LG both times.  I was in the 1yr warranty for the phone.  They gave me a prepaid mailer and then sent it back all fixed.  I heard they are covering it out of warranty since its their fault this happened.  Either go to a Verizon store or contact LG and see what they suggest.  Mary

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Re: LG G4 Frozen on Start up

busterboy22
Member

exact same scenario that i have had; no cloud backup due to privacy, work contacts, etc....all lost due to their incompetance, miscommunication and poor quality.  Thank you for your military service.

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Re: LG G4 Frozen on Start up

busterboy22
Member

from my research, the factory reset will not fix the issue at all and you are guaranteed to lose all data on the phone that has not been backed up.  Im still looking for the resolution

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Re: LG G4 Frozen on Start up

acraftylady
Sr. Member

You mean you can't even us the built in LG back up?  That is what I use and both times it fully restored my phone to the way it was before they wiped it out.  All my LG phones have had the LG back up and it worked good  Mary

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Re: LG G4 Frozen on Start up

acraftylady
Sr. Member

If it's the boot loop issue you can't even get to the reset anyway or at least I couldn't both times.  Mary

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