Device keeps crashing, freezing, or restarting

    Troubleshoot problems with your device restarting, freezing, or being slow or unresponsive.

     

    Have the right expectations:

    • It's normal for a device to freeze briefly when opening programs or doing something such as sending texts.
    • Web pages, email, and apps may load slowly depending on the network connection.
    • Most devices are not as fast as a computer.
    • You need to manage the memory regularly for the device to work properly.

     

    If you need help performing any step, check the how-to guides for your device on the Devices page.

     

     

    Android device crashes or freezes

    1. Check for and download any device software updates. See your device How tos > Settings > Software versions & updates.
    2. Wipe the cache partition (if possible). See your device How tos > Settings > Wipe cache partition.
    3. Reset the device:
      1. Remove the SD card from the device.
      2. Disable automatic restore. From the Settings, select Privacy or Backup & reset, and verify Backup my settings and Automatic restore are not selected.
      3. Perform a master reset. See your device How tos > Settings > Master reset.
    4. After resetting your device, do the following:
      • See Manage memory for your Android device. Manage your device storage regularly to keep it running properly.
      • Do not install any apps, email accounts, Facebook, sync services, or memory cards at first. Try the device without them.
    5. If issues continue with NO apps, email, Facebook, sync services, or memory cards, contact us.
    6. If the issues does not continue after the reset, then:
      1. Re-add each app, email, Facebook, memory card, and so on, one at a time.
      2. Test the device after re-adding each item.
      3. If issues return, then the problem is with what you recently added:
        • App, Facebook, sync service: Remove it, and report issues to the app developer.
        • Email: Remove it, and delete items in your inbox, so fewer files need to sync. Report the issue to the email provider.
        • Memory card: Remove it. Format it with a computer, or purchase a new one.
      4. Clear memory/storage regularly. Make sure you have enough free space to prevent future problems.

     

    Android device freezes when starting up

    1. Remove the battery and SD card. Re-insert the battery (not the SD card).
      Note: If the battery is not removable, remove the SD card and perform a soft reset. See your device How tos > Battery.
    2. Turn on the device.
    3. If the device starts, re-insert the SD card and turn on the device. If it fails with the SD card inserted again, the memory card is causing the problem:
      1. Format the memory card from a computer or other phone.
      2. If this does not help, you may need to purchase a new memory card.
    4. Wipe the cache partition to clear system memory. For steps, see your device How tos > Reset.
    5. If the problem continues, turn on the device in Safe Mode, if possible on the device.  See your device How tos > Settings > Safe mode.
    6. In Safe Mode, delete all recently downloaded and updated apps, then restart the device to exit Safe Mode.
    7. Turn on the device to test if the problem continues.
    8. If the problem continues, master reset with hardware keys. For steps. see your device How tos > Reset.
      Note: If the phone prompts to restore saved settings from before the reset, decline it. The issue may have been related to a setting.
    9. The phone may take some time to turn on. If the device successfully starts:
      • See Manage memory for your Android device, and follow the steps regularly.
      • Only install apps one at a time. One of the apps on the phone may have caused the problem before. If the problem returns, the most recently installed apps are the likely causes.
    10. If the issue continues immediately after a reset or the device cannot be reset using the hardware keys, then contact us.

     

     

    Windows Phone device crashes or freezes

    1. Turn off your device.
    2. Wait five seconds and turn on your device.
    3. Check whether the issue remains and keep troubleshooting if you still experience the problem.
    4. Make sure your device has the latest software version. If you updated the software, try it out and see if your issue remains. Keep troubleshooting if you still experience the problem.
    5. If you uninstalled any third-party apps around the time the issue began, uninstall them and check for the issue. Keep troubleshooting if you still experience the problem.
    6. Reset your device and check whether the issue remains. If you are still having the issue, contact us.

     

     

    BlackBerry device crashes or freezes

    1. Check and clear memory on the device. If you were able to free up space on your device, see if the issue remains.
    2. Make sure your device has the current software version. If you updated the software, try it out and see if your issue remains.
    3. Reload your device's software:
    4. Check whether the issue remains. If it does, contact us.

     

     

    Device restarts on its own

    1. Make sure of the following:
      • Your battery is full charged.
      • The back cover is on correctly.
      • You're using the charger and battery that came with your device.
    2. Uninstall any third-party apps that were installed around the time the issue began. If you uninstalled any apps, retest the issue.
    3. If the issue remains, contact us.