Unresponsive & slowness troubleshooting: Windows

    Understanding the Issue


    Related errors


    • Touch screen does not respond to touches quickly.
    • Slowness when sending a text message.
    • Web pages take longer to load.
    • Device restarts, or turns off and turns back on.
    • Device is slow, sluggish, frozen, crashes, locks up, or randomly stops.


    Possible causes

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


    • Not performing regular memory maintenance.
    • Memory card issues
    • Third-party applications with software problems
    • Expecting device to be faster than it really is
    • Low internal memory
    • Programs running in background


    These problems can occur even on properly working Windows devices from all carriers and manufacturers. The most common cause of the problems are listed above and can be fixed with the steps below.


    Resolution Steps


    Part 1: Beginning troubleshooting

    To start making your device work properly, follow these steps:


    1. Think about the pattern of device slowness or errors, and what programs were open in the background. Use the answers to focus on  troubleshooting  relevant to the situation.
    2. Have realistic expectations for how responsive the device should be:
      • It is normal for the device to pause while opening programs or performing tasks, such as sending texts and browsing the Internet.
      • Web pages, email, and apps that access the Internet may load slowly depending on the network.
      • The device is not as fast or responsive as a computer.
      • T-Mobile cannot troubleshoot slowness in third-party applications. Please contact the app developers.
      • You need to manage the memory regularly for the device to work properly.
    3. Check the documents for your device to see if a software update is available. Install any available updates.
    4. Check the documents for your device. If there is a document with the problem or error you are having, follow it before continuing here.
    5. If the problem continues, move on to Part 2: Advanced troubleshooting.



    Part 2: Advanced troubleshooting

    You must rule out apps, settings, and corrupted personal data that may cause the problem. To do this, follow these steps:


    1. If applicable, remove the battery and memory card from the device.
    2. Reinsert the battery (not the memory card), and turn on the device.
    3. Perform a master reset. See steps for your device.
    4. Sign in to the Windows Live or Hotmail account with your  contacts from Accounts & sync. Do not add additional accounts yet.
    5. Use the device, but install:
      • NO Apps
      • NO Email or additional Gmail accounts (You can still access webmail through the browser.)
      • NO Facebook or other sync services
      • NO Memory cards
        Note: This testing period is necessary to test the device.
    6. If the issue continues during the 72 hour test period, then see:


      There are no third-party apps installed

      And no email accounts (other than the primary Gmail)

      And no facebook or sync services

      And no memory card installed.

      1. Review documents and discussions for your device that relate to your issue.
      2. See Contact Usfor options to contact Customer Care


      You have installed at least one app, email  account (other than the primary Windows Live or Hotmail account), facebook or  other sync services, or a memory card
      1. Be advised that we need to determine what is causing the issue, and the things you are adding to the device are the most likely causes
      2. Restart troubleshooting the issue from the beginning.