Original Poster

Nexus 5X Bootloop - Who Will Help?

Hello, I'm stuck and require some assistance

I have the dreaded "Bootloop" issue with my Nexus 5x - it's been over a month that I am trying to get the issue resolved.

I bought the phone directly from Google Store - Google says because I'm over the warranty date they won't help me (although this is a known issue)

They put me through to LG who says because the phone is manufactured in the US (I reside in Canada and the phone was shipped to me in Canada) 

that they will only fix the issue if I provide a US Address? I bought the phone directly from the Google Store Canada. 

What do I do? I don't have a US address to provide to get my phone fixed and this is extremely frustrating. Both companies keep bouncing me back and forth and there doesn't seem to be a resolution at hand. 

Can anyone here provide me assistance?! Thanks in advance. 
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All Replies (3)
Google user
Google user
I have also been bounced around from country to country seeking assistance regarding this infuriatingly frustrating bootloop issue. My Nexus 5x was purchased in April 2016 on ebay and was decribed as an international model. Neither the ebay store nor the country of origin (United Arab Imigrates) will take responsibillity for my dead phone. Any advice out there??
Rachael - Community Specialist
Rachael - Community Specialist
Hi Shayan & RGordon,

Thanks for posting on the Nexus Help Forum.

We wouldn't want you to go through this experience. However, for the bootloop issues that you are experiencing on your device, your best bet would be to reach out to your device manufacturer in regards to repairing the Nexus 5X device.

Hope that helps.


Penelope R
Penelope R
Hi Shayan and RGordon.

Please see the pinned thread HERE the initial thread of which contains all the information we currently have regarding 5X 'phones that are either stuck in a bootloop or that refuse to charge or turn on.

Please note:  
Unfortunately unless you're able to turn on your 5X, there's nothing we can offer in the way of software troubleshooting. You could try the suggestions in the Help Centre  HERE or attempt factory data reset from Recovery, but if unsuccessful you should contact the manufacturer as soon as possible to enquire about a discretionary repair that will depend upon how recently your warranty period expired, the overall condition of your handset and the availability of necessary replacement components. 

If your 'phone is still within the initial warranty period, you should contact the place from where you purchased it.

If the 5X was purchased in an EU Member State, the mandatory initial warranty period is two years.

Warranties and Google Support are valid only in countries where the 'phone was originally released and if sold via an authorised retailer:

Australia, Austria, Belgium, Canada, Denmark, Finland, France, Germany, Hong Kong, India, Ireland, Italy, Japan, Netherlands, New Zealand, Norway, Portugal, Spain, Sweden, Switzerland, Taiwan, United States, United Kingdom

If purchased in a supported country but then removed to a location that is unsupported, warranty and support will be unavailable.

If in a supported location, you can contact general Google Support HERE.

If purchased from the Google Store, you can make contact HERE.

If you've exhausted all of your warranty options, you could try putting your 5X into the fridge for half and hour or so, taking care to keep it dry, and then see if you can power it on. If you can then go to Settings > About Phone > tap 7 times on the Build # to enable developer mode > enable OEM Unlocking. If you can do this successfully, you may be able to implement the fix described on the xda developers' forum. 

Regards, Penny
Nexus Help Centre HERE

Note: As this is a user to user forum staffed by volunteers, no one here is able to comment on or intervene in matters of contract between purchaser, retailer or manufacturer.

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