Thank you for your question, my name is ***** ***** I look forward to assisting you.
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This is usually an issue with the Firmware, so I would first like you to do this please.
Remove the charger from the phone and hold the power button to off for 35 seconds.
Release, then connect the charger and turn on the phone and tell me if the hardware buttons respond please.
Let me know the results please
ok, power it off via the screen.
Then hols volume up and power until you get to the recovery menu
Tell me please if you can get to this.
Thanks, ***** ***** the problem.
It is the internal memory that has faulted. It was ok till it needed to reload it, and then as it cannot read it, it stalls.
A corrupted firmware can cause this. But we have ruled this out by trying to hard restart it.
I am really sorry about this and you are going to have to return the phone to have it replaced. It will be covered by the warranty if this has not expired, and the replacement will be done at no cost to you.
I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know.
And if you can take a second to rate my service, that would be greatly appreciated.
yes, its going to behave very erratic with this issue. It all depends on which memory sectors are at fault.
What we tried to do is reload the firmware, which bypasses all software issues, and why, as this failed, it confirms the issue else you would no matter what, be able to do the reset.
you can try the volume Up and power again to get to the menu, but it will repeat what just happened as it cannot access the firmware
Ill standby as you try
Is it getting past it to the recover menu or just stalling still?