Front camera doesn't work 10 plus

[Aggie1]

Hi, 

I've been having 10 plus for a month. 

What's happening is when I open the camera, everything seems to be working OK (sometimes it stuck) but when I choose the front camera the screen is black and after a while I get an info that it looks like the camera is not working and asking me to close or restart the phone. I also cannot use any app to make selfie, for example Snapchat. This was even following more techy suggestions like back-up or reset and occasionally clear the camera app data as well though this didn't seem to make a difference.

I have emailed Sony support but their advice wasn't helpful at all. 

Has anyone got similar problem with camera??

Thanks 

[Martin1]

Hi @Aggie1, sorry to hear about this.

Have you been able to carry out a quick test of the front camera to see if the hardware works as intended? To do this, find and tap Settings > Support > Xperia Tests > Front camera.

The first thing that I would suggest that you try is to reboot your phone in safe mode to see if you are able to switch to the front camera there. Safe mode is a troubleshooting mode where all apps downloaded from Play Store is temporarily deactivated and by entering this mode, you can see if this behaviour is caused by a downloaded app. For more information on safe mode and how to use it, click here.

You mentioned that you tried a "reset", just to clarify, did you perform a factory reset or a software repair? I would suggest the latter due to the fact that a software repair will replace your current software in order to see if this behaviour is caused by the software whilst a factory reset only deletes your user data. 

If the software repair do not improve the functionality of the front camera, the best thing to do is to get in contact with your local support team to have your phone sent to an authorized service center. If you have any questions regarding the service such as service routines, warranty and consumer laws, your local support team should be more than capable to answer them as well.

Try this and feel free to keep me posted with the results! 

[Aggie1]

Hi Martin, 

Thank you for your support. 

I've done test of the front camera and I got the info that the camera does not work. It was exactly the same info like I mentioned previously. 

I have also checked my mobile in a safe mode like you advised and I was also not able to use the front camera still with the same error popping up. 

I do apologise but I choose a Sony phone out of the recognision of the brand, for it's reliability and long term functionality, I've previously owned Sony phones and had no issues but this is apaling in term of a product, I didn't spend all the money on a product from you to spend day's getting a degree in technological engineering to make your "New" model functional, I'd expect a phone in 21th century witch it's "cutting edge" technology not have a functional camera, good thing the calculator works well so I can add up the day's that I'm struggling to make work. 

I'd expect a phone purchased directly from you to have a warranty, so that if you know the phones are faulty, I could expect a functional replacements while you do what you're meant to and fix it, I fail to see how this is a customer support while it's on the equivalent of Google search that would tell me the same thing. 

I'd ask for either an actual help or a replacment as this is let's be honest bearly passble as effort goes. 

I do appreciate your support but I'm very disappointed in the level of care.

I would like to ask you for an advice about where to get a refund or replacement. 

Thank you. 

Regards, 

Aggie 

[Martin1]

Thank you @Aggie1 for the quick reply!

If the test of the front camera in the support app fails, that indicates that the behaviour you are experiencing is related to hardware rather than the software. If you want the phone repaired, replaced or refunded, my suggestion is to get in contact with your local support team. This due to the fact that this is a globally based support forum and that service routines and consumer laws varies between countries.

Let me know if you have any further questions!