Crashing, freezing, or unexpectedly restarting troubleshooting

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.

 

Read me first

Before following the steps below, ensure the following:

 

check.PNG  Remove the battery and SD card, if possible.

check.PNG  Update the device software to the latest version.

check.PNG  Open the app store, and download all app updates.

check.PNG  Uninstall all apps you recently downloaded or updated.

check.PNG  Restart your device regularly to clear memory.

check.PNG  Clear memory/storage regularly. Check you have enough free space to prevent future problems.

 

If your device meets the criteria above but the issue persists, proceed with the applicable troubleshooting steps below.

 

Device won't turn on
  1. 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.
  2. 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.
  3. Look at the charging port. Make sure it's not damaged and doesn't have any lint in it.
  4. Hold the Power key and Volume Down for 45 seconds.
Device crashes, freezes, or restarts
  1. Check that your device has enough free storage space. T-Mobile recommends having at least 15% of the on-device storage free.
  2. Master reset with hardware keys.
  3. Turn off any options to back up and restore your settings, if available.
  4. 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.
  5. 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
  6. Apple devices:
Device is unresponsive
  1. 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.
  2. 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.
  3. Remove all screen protectors, cases, or other accessories that may touch the screen.
  4. Clean the screen of any oil, residue, or dirt.
  5. Check the software version is up to date. Download any updates available.
  6. 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.
  7. For Android, wipe the cache partition.
  8. For Apple, perform a soft reset.
  9. 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.