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Troubleshooting

Check the questions and answers below for troubleshooting solutions for common phone issues.

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Problem: Phone freezes/operation is unstable.

Solution: Turn the phone on again. If you are unable to turn the phone off, press and hold the Power/Lock key for about 10 seconds to restart the phone. Data that was being edited is erased after your phone is powered on again.

Problem: Operation is unstable after a new application was installed.

Solution: The newly installed application may be the cause. Uninstall the application in Safe mode. See Uninstall an App. To turn the phone on in Safe mode:

  • Press and hold the Power/Lock key > touch and hold Power off, read the disclaimer for safe mode, and then tap OK.
  • After turning the phone on in Safe mode, "Safe Mode" appears at lower left.
  • After restarting in Safe mode, your phone can be powered on as usual.
  • Before turning the phone on in Safe mode, it is recommended that you back up important data.
  • By powering the phone on in Safe mode, added widgets may not be displayed correctly.

Problem: Cannot use phone, mail, or Internet.

Solution 1: Check whether you are where signal is weak or out of service area.

Solution 2: Power the phone on again.

Solution 3: Is the phone in Airplane mode? To check that Airplane mode is canceled:

  • From home, tap Apps all apps icon > Settings settings app icon > More and tap the Airplane mode slider.

Solution 4: Is data communication disabled? To check that data communication is enabled:

  • From home, tap Apps all apps icon > Settings settings app icon > Mobile networks and tap the Data Enabled slider.

Solution 5: Is a disabled access point set? To reset to initial settings:

  • From home, tap Apps all apps icon > Settings settings app icon > Mobile networks > Access Point Names > Menu menu options icon > Reset to default.

Problem: Battery level goes down quickly.

Solution: Are you where signal is weak or have been out of service area for a long period? Calling where signal is weak or being out of service area uses a lot of Battery.

Problem: Cannot install applications.

Solution: Applications cannot be installed with only a little free space on the phone or SD card. To check free space, see Storage Settings. Applications not supported by your phone cannot be installed.

Problem: Cannot unlock screen.

Solution: Power the phone on again. If you are unable to turn the phone off, press and hold the Power/Lock key for about 10 seconds to restart the phone. Data that was being edited is erased after the phone is powered on again.