Cell phone owners Asus in Brazil in recent months have complained that the device suddenly stopped working, sometimes after an Android update: it still turns on boot loop, company logo stuck, system failed to load. There are complaints about Zenfone 5 (2018), Max Shot, Max Plus (M2) and others, all are out of warranty. The producer told Tecnoblog that the customer needs to call for technical support and repairs will be paid.
Bootloop on Asus Zenfone phones
One group on Telegram dedicated to Zenfone Max Shot and Max Plus (M2), he gets several reports on bootloop – basically one report per week.
“I have Max Shot in hand, it’s in an infinite loop; According to the owner, after the update ”, one of the participants said. “The Asus phone was locked and could not boot up … The screen froze, crashed and it was repeated,” explained another.
The video below, shared within the group, shows Max Shot in bootloop:
Felipe Vieira, who also joins the group, owns a Zenfone Max Plus (M2). “The device had some errors like lock, camera crashes, green camera,” he told Tecnoblog. “Once, when I was using the device, he went to the Asus screen and stayed; I was just trying to fix it by restoring the ROM repository ”.
Developer Max Shot ROM Rian S. told Tecnoblog that there are more severe cases: “the main problem is that the hard blocks affect all eMMC storage, making it difficult to recover the device”.
Zenfone Max Shot and Max Plus (M2) have the same model name (ZB634KL) and have Snapdragon SiP 1, Qualcomm’s mobile platform includes processor, graphics chip, modem, GPS, flash memory, RAM, etc.
Zenfone 5 (2018) also gets bootloop
Complaints also appeared in the Reclame Aqui and eventually included other Asus models. “I have a Zenfone 5 model ZE620KL… there is simply NO phone shutdown and death; When calling, the Asus logo appears and then turns off “, a user reported.
Another owner of Zenfone 5 (2018) also had this problem: “1 month after the warranty expires, I am at home, using a normal phone, I only see shutdown … the machine turned on and stuck in home. screen, which has the Asus logo and never comes back ”. He said that he asked for technical support when there were five Zenfones 5 with the same flaw.
There is also an owner of a Zenfone Max Pro (M1) who said: “He hung up for good; I went to Asus website and instructed to do the reset, I tried to go through the process, but with no success; When I try to connect, it leaves no Android and Asus logo and disconnects completely ”.
In the Reclame Aqui, Asus responded basically the same way: guiding the customer to seek technical support and offering advice that “won’t be able to repair within the 12-month manufacturer’s warranty”; Repairs should be done “on budget”.
Asus requires technical support to contact
Initially, Asus responded Tecnoblog says “not all cases involve the update”. She asks the user to reset the mobile phone and if that doesn’t work, contact support.
“According to the reports, according to the company review, not all cases involved the update,” the statement said. “ASUS recommends that, initially, users should restore their smartphones to factory settings, as it is possible to perform a factory reset even when they are in bootloop mode.”
Factory reset guide are on this link. Asus continues: “If the problem is still not resolved, the product should be sent to technical support for analysis on a case by case basis.”
The problem is that phones affected by the bootloop are out of warranty, so they’ll need to pay to fix the bug – and in some cases this is due to a software update from Asus itself. Another problem is the support in São Paulo and the customer needs to send the product, which takes time.
THE Tecnoblog asked Asus if they can make an exception and provide a free fix to anyone affected by the bootloop bug. The company reinforces that “users must follow recommendations and submit products to authorized service, whether with warranty or not”.
In addition, she replied: “Each case will be evaluated and the treatment will be individually determined; According to company technicians, it is not possible to generalize a behavior, as there is no stereotype of what happened and when to fail in the mentioned messages.
This may not be enough. Felipe Vieira, who joined the Telegram group on Max Shot and Max Plus (M2), said he used Asus support more than four times “and they did nothing about it, didn’t even update”.