Crashing, freezing, and restarting are usually signs of a software or app problem. This means your device isn't broken, but probably needs some cleanup.
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Before following the steps below, ensure the following:
Update the device software to the latest version.
If your device meets the criteria above but the issue persists, proceed with the applicable troubleshooting steps below.
- Plug in the device for at least 20 minutes or longer to charge.
- Use the power plug and cable that came with the device.
- Try different power outlets, and plug in other things (like a light) to make sure the outlet is on.
- If you have a phone case, try removing it. The case may touch a button or the charger cable might contact it when plugging in.
- Look at the charging port. Make sure it's not damaged and doesn't have any lint in it.
- Hold the Power key and Volume Down for 45 seconds.
- Check that your device has enough free storage space. T-Mobile recommends having at least 15% of the on-device storage free.
- Master reset with hardware keys.
- Turn off any options to back up and restore your settings, if available.
- Perform a master reset.
- Turn off any options to back up and restore your settings, if available. They may carry over the problem.
- Perform the reset. Visit your Devices page, and use the "Device Reset" page for help.
- After resetting your device do not install any apps, email accounts, Facebook, sync services, or memory cards at first. Try the device without them.
- Android devices:
- Wipe the cache partition to clear system memory. (Use the "Device Reset" page for help.)
- Clear all app caches. (Use the "Manage Apps" page for help.)
- Uninstall launchers or home screen apps.
- Restart the device to exit Safe Mode.
- Manage memory for your Android device
- Apple devices:
- Use your fingertip to touch the screen. If you're using a glove, stylus, or finger nail, the touch screen won't see that touch.
- Check if the problem only happens at the edge of the screen. This could be normal. Screens often have lower sensitivity there to prevent accidental touches.
- Remove all screen protectors, cases, or other accessories that may touch the screen.
- Clean the screen of any oil, residue, or dirt.
- Check the software version is up to date. Download any updates available.
- Check if this problem happens when using multiple apps or a specific app:
- If this problem happens with multiple apps, your device may be low on memory. Close all apps but the active one.
- If this problem happens in one app, clear the app cache or data. If that doesn't help, uninstall that app.
- For Android, wipe the cache partition.
- For Apple, perform a soft reset.
- If problems continue, perform a master reset with the hardware keys.
For the specific procedures for the steps 5 - 9 above for your device, visit the Devices page, select your device, and find the steps there.