Has your LG G4 become stuck in a boot loop? You’re not the only one with this issue. Fortunately, LG has acknowledged the problem and offered users a fix. Unfortunately, it’s not a software update; you’re going to need to send your handset in for repair.

A boot loop is when your device constantly restarts itself, and never actually gets past the splash screen. It usually arises when you’ve had issues installing new software, or certain components have failed — and it’s becoming a common issue among G4 owners.

Social media, Reddit, YouTube, and other online sources have been flooded with complaints from G4 owners that date back as far as last September. They report that the device enters a boot loop randomly, and there’s nothing they can do to bring it out of it.

LG has now confirmed this is a hardware issue that requires repair.

“LG Electronics has been made aware of a booting issue with the LG G4 smartphone has now been identified as resulting from a loose contact between components,” the South Korean company told TechRadar.

“Customers who are experiencing booting issues with their LG G4s should contact their local carrier from where the G4 was purchased or a nearby LG Service Center (www.lg.com/common) for repair under full warranty.

“Customers who purchased their G4 devices from non-carrier retailers should contact an LG Service Center with the understanding that warranty conditions will differ.”

It’s unclear what actually causes this problem in the first place, but it sounds like it’s a widespread issue with one of the components LG has been using. If you’re affected by it, be sure to get your handset fixed as soon as you can at no charge.

• SourceTechRadar