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Get help with your device crashing, freezing, or restarting, which is usually a sign of a software or app problem.

Steps for all issues

  1. Remove the battery and SD card, if possible.
  2. Check that your device has the latest software update using our tutorials.
  3. Uninstall any apps you downloaded around the time the problem started.
  4. Open the app store, and download all app updates.
  5. Power your device off and restart it.
  6. 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

  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. Check 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. Check that your device has the latest software update using our tutorials.
  3. If you have an Android device, use Recovery Mode to wipe the cache partition.
  4. If you have an Apple device, check Apple Support for assistance.
  5. Reset your device using our tutorials to factory settings and test without installing any apps, email accounts, Facebook, sync services, or memory cards.

Device is unresponsive

  1. Use your fingertip to touch the screen. If you're using a glove, stylus, or fingernail, the touch screen won't recognize 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 that your device has the latest software update.
  6. Check if this problem happens when using multiple apps, close all apps but the active one.
  7. If you have an Apple device, check Apple Support for assistance.
  8. If you have an Android device, use Recovery Mode to wipe the cache partition and delete all information.

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