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Richard
Richard, Technician
Category: Cell Phones
Satisfied Customers: 38459
Experience:  Cell / Smart phone problem solver for over 15 years
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I have a screen that won't go away, I've turned it on and

Customer Question

I have a white screen that won't go away, I've turned it on and off multi[ple times and it won't change
JA: What's the make/model of your device? How old is it?
Customer: lg extravert 2 I've had it for a little over a year
JA: How long has this been going on? What troubleshooting have you tried?
Customer: I started about an hour ago, I've tried on and off but not much else
JA: Anything else you want the phone expert to know before I connect you?
Customer: is it in phone call or chat?
Submitted: 11 months ago.
Category: Cell Phones
Expert:  Richard replied 11 months ago.

Thank you for your question, my name is ***** ***** I look forward to assisting you.

Please note, click on Reply to Expert to reply to me, a rating is only needed when we are finished.

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 60 seconds.

Release, then connect the charger and try to turn on the phone.

Let me know the results please

Thank you

Customer: replied 11 months ago.
Its still just a blank white screen that doesn't react by touch.
Expert:  Richard replied 11 months ago.

Thanks

Power it off again

Hold the volume UP and power buttons for about 10 seconds until you get to a menu

Are you able to get to this menu?

Customer: replied 11 months ago.
I am not. still a blank screen, but I got a few vibrations.
Expert:  Richard replied 11 months ago.

ok, we will try to get into download mode

Repeat the instructions but use Volume DOWN instead of UP

Let me know the results please.

Customer: replied 11 months ago.
same reaction but with a darker screen
Expert:  Richard replied 11 months ago.

Thanks

It is the internal mainboard that has faulted.

A corrupted firmware can cause this. But we have ruled this out by trying to reinstall it. The fact that we cannot get to the recovery window, confirms it is the board that shorts out, and causes the device to reset.

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 by clicking one of the stars at the top of the page, then submit, that would be greatly appreciated.

Thank you

Customer: replied 11 months ago.
alright thanks anyways
Expert:  Richard replied 11 months ago.

you're welcome

Let me know if you need anything else and please remember the service rating via one of the stars at the top the submit

thanks