Get help with your device crashing, freezing, or restarting, which is usually a sign of a software or app problem.
Steps for all issues
- Remove the battery and SD card, if possible.
- Check that your device has the latestsoftware update using our tutorials.
- Uninstall any apps you downloaded around the time the problem started.
- Open the app store, and download all app updates.
- Power your device off and restart it.
- Clear memory/storage regularly. Check you have enough free space to prevent future problems.
If you're still having issues, choose your scenario:
Device won't turn on
- 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.
- Check 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.
Device crashes, freezes, or restarts
- Check that your device has enough free storage space. T-Mobile recommends having at least 15% of the on-device storage free.
- Check that your device has the latestsoftware update using our tutorials.
- If you have an Android device, useRecovery Modeto wipe the cache partition.
- If you have an Apple device, check Apple Support for assistance.
- Reset your device using our tutorialsto factory settings and test without installing any apps, email accounts, Facebook, sync services, or memory cards.
Device is unresponsive
- Use your fingertip to touch the screen. If you're using a glove, stylus, or fingernail, the touch screen won't recognize 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 that your device has the latestsoftware update.
- Check if this problem happens when using multiple apps, close all apps but the active one.
- If you have an Apple device, checkApple Supportfor assistance.
- If you have an Android device, useRecovery Modeto wipe the cache partition and delete all information.