Constantly restarts after getting Google Play system update from June 1, 2021

Question

I got my Duo a few days ago and had a major issue that rendered it unusable: the phone would seemingly crash for no reason and restart. I would then become usable again for about 20 seconds after unlocking the screen before it crashed and restarted again. I took it to Best Buy (where I bought it) and the Geek Squad suggested I perform a factory reset since they believed it was a software bug in the update process when I first got the phone (it had to update quite a few times when I was first setting it up). I had it working for over 24 hours after that, but just recently pushed the Google Play system update, since it was reporting that it was from April. After doing that, it started crashing and restarting like before. Again, I had it working with all my apps for and entire day and then some before that update. Did updating Google Play systems to the June update break my phone? Was that the reason for the issue before? In any case, I thought this should be reported immediately, as I really need a smartphone that functions and is secure.

By the way, I will be factory resetting it again and avoiding updates for the system anything until either this gets resolved or I find a suitable replacement for the Duo. It is a shame, though: I really love the Duo and would like to keep using it, but I have to prioritize a functional smartphone over my personal tastes.

Answer 1

Thanks for reaching Microsoft Community, xToad36x.

We're sorry for what happened to your device and for the inconvenience this has caused you.

In this case, since factory reset did not fix the issue and you just got the device few days back, we suggest to kindly contact Microsoft Surface Support to seek exchange or replacement options for your device. If you're located outside United States, see Global Support.

Hope this helps.

Best regards,

StevenK