Understanding the Issue
Use this document to troubleshoot problems when a handset randomly powers off. If you have a smartphone such as an Android, Windows Mobile, or BlackBerry, go to the platform space for troubleshooting documentation specific to that platform.
- Make sure you are not on your phone when troubleshooting.
- Check your device for liquid or physical damage. If you see liquid or physical damage, contact us.
- Check your device's Tech Specs to understand the expected battery life for your device.
Note: Using device features that rely on connectivity (T-Mobile data, Wi-Fi, Bluetooth, etc.) or extended backlight use can cause the battery power to deplete fast.
- Make sure you device is not going in to sleep mode. This may appear to be a power problem.
- With the screen black, tap the power/lock key and check if Menu, Home, Back key, etc light up.
- Make sure the handset has battery strength.
- Remove the battery from the device.
- Wait 5 seconds and reinsert the battery.
- Power on the device. You may need to press and hold the power key for 5-7 seconds.
- If the display does not immediately turn on, but there is a visual, audio, or vibration cue that indicates the device is powering on, troubleshoot as
- If you are using a non-T-Mobile battery, contact the battery manufacturer for troubleshooting.
- If possible, try a different battery. If another battery does not have the issue, the original should be replaced.
- If the above steps have not resolved your issue, contact us.