Crashing, freezing, or unexpectedly restarting troubleshooting

Crashing, freezing, and restarting are usually signs of a software problem. This means your device probably isn't broken, but it needs some software cleanup.

 

Apple iPhone users, please refer to Apple support instead:

 

 

If you need help with doing any step, visit the Devices page, select your device, and find the steps.

 

What's normal?

Start out with the right expectations of how your device should work:

 

  • It's normal for a device to freeze briefly when opening apps 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.

 

Take care of your device:

 

 

 

Device crashes, freezes, or restarts

  1. Soft reset and remove your SD card, if you have one.
    1. Remove the battery, if possible.
    2. Remove the SD card. We're going to test without it, in case it has a problem.
    3. If you removed the battery, re-insert it and turn on the device.
    4. If the battery is not removable, perform a soft reset. (Visit your Devices page, and use the Battery page for help.)
  2. Update the device software to the latest version. Visit the Devices page for current versions and steps.
  3. Open the app store, and download all app updates.
  4. For Android devices:
    • Wipe the cache partition to clear system memory. (Visit your Devices page, and use the Device Reset page for help.)
    • Clear all app caches. (Visit your Devices page, and use the Manage Apps page for help.)
    • Uninstall launchers or home screen apps.
  5. Uninstall all apps you recently downloaded or updated.
    • Check your device has enough free storage space. T-Mobile recommends having at least 15% of the on-device storage free.
    • Test if the problems go away.
    • If issues continue, perform a master reset.
      • Turn off any options to back up and restore your settings, if available. They may carry over the problem.
      • (Visit your Devices page, and use the Device Reset page for help.)
    • After resetting your device:
    • If issues continue with no apps, no email, no Facebook, no synced services, and no SD card, then contact us.
    • If the device works better, then:
      1. Add each app, email account, Facebook account, and the SD card one at a time.
      2. Test if the problems go away after adding each one.
      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 your email provider.
        • SD card: Remove it. Use a computer or another phone to format the memory card. If formatting doesn't help, purchase a new memory card.
      4. Clear memory/storage regularly. Check you have enough free space to prevent future problems.

     

     

    Device freezes when starting up

    1. Soft reset and remove your SD card, if you have one.
      1. Remove the battery, if possible on your device.
      2. Remove the SD card. We're going to test without it, in case it has a problem.
      3. If you removed the battery, re-insert it and turn on the device.
      4. If the battery is not removable, perform a soft reset. (Visit your Devices page, and use the Battery page for help.)
    2. If the device starts, re-insert the SD card and turn on the device. If it fails, the SD card has a problem. It may be damaged or have corrupted files.
      • Use a computer or another phone to format the memory card.
      • If formatting doesn't help, purchase a new memory card.
    3. For Android devices:
      1. Wipe the cache partition to clear system memory. (Visit your Devices page, and use the Device Reset page for help.)
      2. Try starting in Safe Mode, if possible. (Visit your Devices page, and use the Safe Mode page for help.)
      3. In Safe Mode:
        • Uninstall all apps that you recently downloaded or updated.
        • Uninstall all launcher or home screen apps.
      4. Restart the device to exit Safe Mode.
    4. Turn on the device to test.
    5. If the problem continues, master reset with hardware keys.
      • Turn off any options to back up and restore your settings, if available. They may carry over the problem.
      • (Visit your Devices page, and use the Device Reset page for help.)
    6. The phone may take some time to turn on. If the device starts up:
    7. If the problem continues immediately after master resetting or if the device cannot be reset, contact us.