Charging troubleshooting: Android

Understanding the Issue



  • Pressing the Power key does not turn on the device
  • Battery will not charge and loses all power (device will not power on due to no battery life)


What happens and why

Possible causes can include the following:


  • Power button is not working
  • Screen problem
  • Charger is not charging the device
  • Physical damage
  • Device was not charged
  • Known device issue



Help & How to

What to expect


  • Have you charged your device for a minimum of 4 hours? If not, charge your device. See Battery in How to's.
  • Charge the device using:
    • Outlet that is tested and working. Plug in a light to test the outlet. (Do not use a USB port to test charging.)
    • Original charger that came with the device.
  • Depleted batteries can take 20 minutes or more for a charging indication.
  • Is there a visual, audio, or vibration cue when pressing the power button? If yes, troubleshoot as a blank display issue.


Resolution Steps
  1. Check the device software version, and update if available.
  2. Check device troubleshooting documents.
  3. Make sure the Power key is not loose or damaged. If it is, see Keypad / button troubleshooting.
  4. Press and hold the Power key for 15 seconds.
  5. Unplug the charging cable.
  6. Remove the memory card and battery (if removable). After removing them:.
    • Press the Power key and hold it for 5 seconds to discharge any remaining power.
    • Check the battery for missing contacts, swelling, or other physical damage. If the battery shows damage, then it may need to be replaced.
    • Check the device for any scratches, dents, other signs of physical damage, and the Liquid Damage Indicator (LDI). See Indicators in How to's.
    • Check the device charging port to see if it is loose. If the charging port is loose, and there is no physical damage or cracked plastics, contact us.
  7. Re-insert the battery (not the memory card).
  8. Turn on the device.
    Note: If the phone turns on without the memory card but cannot turn on with the card, then you may need to format the memory card or buy a replacement.
  9. If problems continue, make sure the battery has been plugged in for at least 20 minutes.
  10. Attempt to turn on the device in Safe Mode, if available on the device.
    Note: If you can turn it on in Safe Mode, uninstall recently downloaded applications.
  11. If problems continue, test charging with (1) an alternate charger and (2) an alternate battery (if available and removable). Then if:
    • Alternate battery worked
      Contact the retailer or manufacturer of the battery for support or replacement.

    • Alternate charger worked
      Contact the retailer or manufacturer of the charger for support or replacement.

    • Alternate battery and charger both fail
      1. Attempt a master reset with hardware keys. Find steps in Setting > Reset in How to's.
      2. If problems continue or you cannot reset, then contact us.