Unresponsive / frozen phone troubleshooting: T-Mobile Shadow / Shadow 2009

Related issues


  • Not enough memory. To free up memory, close unused applications.
  • Device is slow, sluggish, frozen, crashes, locks up, or randomly stops.
  • Error: 'Inbox full' when receiving text messages (SMS)

The device may seem to freeze, lock up, or have slow performance. There are several reasons for this issue to occur:

  • Programs running in the background
    • Programs running in the background while not in use can use the internal memory.
    • Close programs daily using Task Manager to free memory on the device.
  • Large files using internal memory
    • Large files (such as ringtones, pictures, applications, messages) stored to the device can interfere with the way the device manages memory. For optimal usage, the device should have more than 10 MB of free internal memory for both storage and program memory.
    • Save large files to a memory card to keep memory on the device free.
  • Third-party applications
  • Software that has not been certified by Microsoft may not have been tested thoroughly and can cause the device to run slowly or encounter errors.
  • T-Mobile does not support third-party applications.


Resolution Steps


You need to perform regular maintenance for the device to work optimally. To resolve the issues and perform the maintenance, follow these steps:


  1. Perform regular maintenance to optimize device performance:
    • Turn off the device, and turn it on again. This should be performed once daily.
      • Note: If the device freezes, then remove the battery and wait 20 seconds before re-inserting it.
    • Clear the browser cache, cookies, or history. (Shadow / Shadow 2009 )
    • Use Task Manager to close all running programs. (Shadow / Shadow 2009 )
    • Soft reset the device. (Shadow / Shadow 2009 )
  2. Check the software version (Shadow / Shadow 2009 ), and verify that it is the most recent version. See the Windows Mobile Upgrade Web site for current software versions and to download any upgrades.
  3. Check the available internal memory ( Shadow / Shadow 2009 ). If it is less than 10 MB, it affects you device performance. To free up memory, use these tips:
    • Move files from the internal memory to a memory card. ( Shadow / Shadow 2009 )
    • Delete unnecessary files from the internal memory.
    • Delete text messages (SMS).
    • Delete picture messages (MMS).
    • Change the settings for synchronization to download only for the past three days.
  4. Remove third-party applications.
  5. If the issue persists, the customer must perform a master reset. See: Shadow / Shadow 2009