Freeze or crash during startup: Android

Understanding the Issue

Related errors


  • Crashes during startup.
  • Freezes on logo screen while starting.
  • Frozen at start up screen
  • Gets stuck on bootloader.


Possible causes


The device may crash or freeze as it starts up. There are several possible causes for this:


  • Not performing The specified item was not found..
  • Memory card issues


The most common cause of the problems are listed above and can be fixed with the steps below.



Help & How to

To troubleshoot the device crashing or freezing as it turns on, follow these steps:


  1. Remove the battery and memory card from the device.
  2. Re-insert the battery (not the memory card).
  3. Turn on the device.
    Note: If the device successfully starts, re-insert the memory card and turn on the device. If it fails with the memory card inserted again, the memory card is causing the problem. Then:
    1. Format the memory card from a computer or other phone.
    2. If this does not help, you may need to purchase a new memory card.
  4. Wipe the cache partition to clear system memory. Seach for steps to do this on your device.
  5. If the problem continues, turn on the device in Safe Mode, if possible on the device.  See how to guides > Settings > Safe mode.
  6. In Safe Mode, delete all recently downloaded and updated apps.
  7. Restart the device to exit Safe Mode.
  8. Check for documents about your device. If you find any, follow those steps before continuing.
  9. Turn on the device to test if the problem continues.
  10. If the problem continues, master reset with hardware keys. For steps on your device, see Help & How > Settings > Reset to for your device.
    Note: If the phone prompts to restore saved settings from before the reset, decline it. The issue may have been related to a setting.
  11. Wait 10 minutes for the phone to turn on. After the cache clear and reset, it may appear to be frozen while it is just taking a while to reset and restart.
    Note: If the device successfully starts, it is not defective. Next:
    • See how to Manage memory on Android, and follow the steps regularly.
    • Only install apps one at a time. One of the apps on the phone may have caused the problem before. If the problem returns, the most recently installed apps are the likely causes.
  12. If the issue continues immediately after a reset or the device cannot be reset using the hardware keys, then Contact us.