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Sarah2:31 PM
Thanks for contacting Google Support. My name is Sarah.
Sarah2:31 PM
Hi there!
Yes No2:31 PM
Hi Sarah
Sarah2:32 PM
Can I take your name please?
Yes No2:32 PM
Yesriel
Yes No2:32 PM
sorry my email is kind of weird with the contracions
Sarah2:32 PM
Hello Yesriel!
Sarah2:33 PM
No worries, it's something different and trust me it's nice.
Yes No2:33 PM
So I had talked with support about my pixel. It got sorted out so I would like you to help out my brother who is in a similar situation. We are both here right now.
Yes No2:33 PM
His pixels screen is flickering and she cant use the touch screen.
Sarah2:33 PM
I understand that your are experiencing issues with your pixel device.
Yes No2:33 PM
he*
Yes No2:33 PM
yep
Sarah2:34 PM
I am sorry to know that, please be assured I will certainly look in to this for you and help you with my best.
Sarah2:34 PM
Could you please provide me the IMEI number of the device please
Sarah2:34 PM
?
Sarah2:34 PM
You can find the IMEI in the following different places:
- Settings > About Phone> Status>IMEI Information
- By dialing *#06#
- On the SIM tray
- On the device box
Yes No2:34 PM
sure
Yes No2:35 PM
just a second
Yes No2:35 PM
358035084688385
Sarah2:35 PM
Thank you.
Sarah2:35 PM
May I know, if you have tried any troubleshooting steps before contacting us?
Yes No2:36 PM
yes, we've done the stnadard trouble shooting that we did to my phone to his phone.
Sarah2:36 PM
Could you please elaborate that for me?
Yes No2:36 PM
sure
Yes No2:37 PM
the case is off
Sarah2:37 PM
Thanks a lot.
Yes No2:37 PM
the charging port is clean
Yes No2:37 PM
ugh nothing happens when i press the power button
Yes No2:37 PM
its just flickering and I cant do anything
Sarah2:39 PM
I really appreciate your pro-activeness in trying the troubleshooting steps.
Sarah2:39 PM
Could you please give 2-3 minutes while I check what best can be done to get this resolved?
Yes No2:39 PM
please do!
Sarah2:39 PM
Thank you, Yesriel.
Sarah2:40 PM
Thanks for staying connected with me.
Yes No2:40 PM
its no problem
Sarah2:40 PM
Is it okay if we try some basic troubleshooting and see if we could resolve the issue on this chat?
Yes No2:40 PM
of course
Sarah2:41 PM
Let's make sure your device is up to date with the latest version of Android OS. Upgrading to the latest version may actually resolve some issues.
Yes No2:41 PM
I cant navigate to it.
Yes No2:42 PM
But its up to date
Sarah2:42 PM
No worries.
Sarah2:42 PM
I will navigate the steps for you.
Yes No2:42 PM
alright
Sarah2:43 PM
To check for system updates:

1. Go to Settings.
2. Under "System," tap About phone
3. Check for system updates.
Yes No2:43 PM
Im trying to click on settings
Yes No2:43 PM
but nothings happening
Sarah2:44 PM
I am sorry hear that, was it happened after the recent system update?
Yes No2:44 PM
I think so.
Sarah2:44 PM
Alright!
Sarah2:45 PM
Are you by chance connected with me on the phone that has the issue?
Sarah2:45 PM
The reason I ask is because rebooting your device into safe mode will disconnect our call.
Yes No2:45 PM
Nope im on the computer
Yes No2:45 PM
Ill try to reboot it
Yes No2:45 PM
into safe mode
Sarah2:46 PM
Great!
1. Press and hold your device's power button.
2. On your screen, touch and hold Power off . If needed, tap OK.
3. Your device starts in safe mode. You'll see "Safe mode" at the bottom of your screen.
Yes No2:46 PM
hm. Nothings happening when I press the power button
Yes No2:46 PM
ive been holding it for a decent amount of time
Yes No2:46 PM
its unresponsive
Yes No2:46 PM
This is bad
Sarah2:47 PM
I got that, Yesriel!
Sarah2:48 PM
We have a last troubleshooting step that can resolve this issue.
Sarah2:48 PM
That is resetting the device to factory settings. This will erase all local data on your device, so I'd recommend backing up your personal pictures, music and video files.
Yes No2:48 PM
Ill try that
Sarah2:49 PM
Thank you.
Yes No2:49 PM
still nothing happening when I touch the screen.
Yes No2:49 PM
so I cant reset the device
Yes No2:49 PM
Last step?
Yes No2:49 PM
now what?
Sarah2:50 PM
Please allow me 2 -3 minutes so that I can check with my specialist as you are unable to proceed with Factory data reset.
Yes No2:50 PM
Alright
Yes No2:50 PM
Take your time!
Sarah2:51 PM
Thank you.
Sarah2:54 PM
Thanks for the time.
Sarah2:54 PM
I have found an option to reboot the device in safe mode for which you need to turn off the device first.
Yes No2:54 PM
No problem
Sarah2:54 PM
I will walk you through the steps. Let me know once your device is turn off.
Yes No2:55 PM
Alright
Yes No2:55 PM
I cant turn it off
Yes No2:56 PM
The power button isnt doing anything
Sarah2:56 PM
Oh! That's definitely sounds bad.
Yes No2:56 PM
Oh. So its unfixable?
Yes No2:56 PM
alright
Sarah2:56 PM
Please stay connected with me for 2 minutes.
Yes No2:56 PM
Sure thing
Sarah2:57 PM
I will check with my specialists for the best possible options for you.
Yes No2:57 PM
thank you
Sarah2:58 PM
Thanks for staying connected.
Yes No2:58 PM
yep
Sarah2:59 PM
Just to confirm, is your device screen is blinking / flickering? or Is it stuck on a particular screen where touch screen is unresponsive?
Yes No2:59 PM
both
Sarah3:00 PM
Can you tell me if your device is rooted or modified?
Yes No3:00 PM
No not at all.
Sarah3:01 PM
Okay, please try to reboot the device by following the below steps.
Sarah3:01 PM
Let us see if that works.
Yes No3:01 PM
ok
Sarah3:02 PM
1. Hold Power button for 15 sec
2. Ignore the popup/prompt and continue to hold Power
3. Device will turn off and restart.
Yes No3:02 PM
No pop up
Yes No3:03 PM
yeah nothing happens
Sarah3:03 PM
Just to confirm is your device screen locked?
Yes No3:03 PM
No. It is tuck on the homescreen
Yes No3:03 PM
stuck*
Sarah3:05 PM
In this case, let us try entering to bootloader menu and try to perform Factory data reset using recovery mode.
Sarah3:05 PM
I will guide you with the steps.
Sarah3:05 PM
Please connect your device to charger directly to functioning wall outlet.
Sarah3:06 PM
Press and hold the Volume down and Power buttons at the same time for 15 seconds.
Yes No3:06 PM
its in
Yes No3:06 PM
ok
Yes No3:06 PM
Nothings happening
Sarah3:06 PM
Let me know if you see an image of an Android on its back and the word "Start".
Yes No3:06 PM
nope
Sarah3:07 PM
In order to assist you better please allow me 2-3 mins while I look into the matter.
Yes No3:08 PM
Ok. But my device is unresponsive to everything.
Sarah3:08 PM
I really can understand that, I will right away go ahead and check for the available warranty options for you.
Sarah3:08 PM
Please stay connected with me.
Yes No3:09 PM
Oh ok. I think I do have it
Yes No3:09 PM
please check
Sarah3:11 PM
Thanks for the time.
Sarah3:11 PM
Just to confirm have you purchased this device using any other email account?
Yes No3:12 PM
My father did with his email I think. I cant get in contact with him though, hes in a different country atm. Is that going to be a problem?
Sarah3:13 PM
Could you please help me with the email address?
Yes No3:13 PM
He bought it for my birthday
Yes No3:13 PM
uhm
Yes No3:13 PM
Ill see if I can find it
Sarah3:13 PM
Because I am unable to pull up the details of this device as it is registered with different email address.
Sarah3:13 PM
Sure, I will be right here for you.
Sarah3:14 PM
Please take your time.
Yes No3:14 PM
No sorry i've looked over my address book and I dont have it.
Yes No3:15 PM
But I still have my warranty right
Yes No3:15 PM
or not?
Sarah3:16 PM
I see that the device is under warranty, rest assured that you still have one plus year of warranty.
Yes No3:18 PM
great! Ive contacted Roger my cell carrier who I bought my pixel from and they told me to come here
Sarah3:18 PM
Oh! That's great.
Or else you can provide me the order Id also to proceed further.
Yes No3:19 PM
Order id?
Yes No3:19 PM
But I bought it from rogers
Sarah3:20 PM
As I can see here the device is purchased from Google store.
Yes No3:21 PM
Oh?
Yes No3:21 PM
But my cell carrier
Sarah is typing
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