[Nexus 4 Q&A, Help & Troubleshooting] DreiWho:
How can I request a new phone

I have have this problem since I bought it in Feb. Originally it only happend 3 times until October. I thought I had done something at the time. Until it started doing more frequently (4 times in the last month). It is always charging at the time (original power lead). As everyone here I use it as my alarm clock which has caused problems nearly each time (not to mention not being available for emergencies). Because the issue takes places randomly, trying to replicate it or trying different things is time consuming and I worry that it will take it to more than February when it will be more than a year old.

By the way, it turns off even when wifi is off. So that's not it.

Anyhow, contacted Google and I have given the follow advice:

Thank you for contacting Google. It was a pleasure speaking with you today. Below I have provided a little more information that can be of use:

If your device is rebooting randomly, it could be an issue with a 3rd party app or something else that was installed. Here are three steps to stop the random reboots:

Step 1: Check for system updates and app updates.

- To update the OS, go to 'Settings' > scroll down to 'System' > click 'About phone' (or tablet) > click 'System updates'.

- To update apps, visit the Google Play Store app.

Step 2: Try using the device in safe mode (and uninstalling apps in safe mode).

- Hold the Power button while the device is already on to get the "Power off" option.

- Press and hold "Power off".

- Select "OK" to reboot into safe mode.

- To uninstall an app, go into "Settings" and then under the heading "Device" select "Apps".

- Select your installed apps and there will be an option to uninstall.

- To exit safe mode, power off the device normally and start it back up normally.

Step 3: Perform a Factory Data Reset

**NOTE that all of your personal information will be removed from the device. Please backup all of your information first.**

- Go to Settings > Backup & reset.

- Select Factory data reset.

- Select Reset tablet.

- If your device is password protected, you'll be prompted to enter your Pattern, PIN, or Password.

- Device Erase everything to confirm.

If your issue was resolved during these steps, reply back to this email and let us know!

If your issue was not resolved after following all of these troubleshooting steps, please do one of the following:

- REPLY TO THIS EMAIL to get a response from the agent that handled your case earlier or an agent familiar with your situation.

- Call in and reference that you received this email and went through these troubleshooting steps and that your device issue has not been resolved.

If there is anything further I can assist you with, please feel free to reply directly to this email or visit our help center at:

I already have an updated system so that's no use. They say to run in Safe mode but that renders the phone useless (unless the only thing I want to do with it is calls) as MANY apps don't work including my main email account (yahoo) which I used for work (i am selfemployed). In any case, even if I run it on safe mode for a few days, what's that going to show? It really doesn't prove anything or solves anything? Can any one explain how can this help? This is my first question.

The second one is about resetting it to factory settings, I know I can back up dairy and contacts with Google but does it mean that I will lose all my apps and any data related to them? I really don't fancy having to get all of them back on the phone and there is no point in using it without them because again they are related to my work or daily needs. Do you really think this will make a difference or if the worst comes to the worst be the only way they will agree to fix/change my phone?

Many thanks,

Drei