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Restarting, resetting and repairing

You can force your device to restart or shut down if it stops responding or won't restart normally. No settings or personal data get deleted.

You can also reset your device to its original factory settings. This action is sometimes necessary if your device stops functioning properly, but note that if you want to keep any important data, you should first back up this data to a memory card or other non-internal memory. For more information, see Backing up and restoring content on a device.

If your device fails to turn on or you want to reset your device’s software, you can use Xperia Companion to repair your device. For more information on using Xperia Companion, see Xperia Companion.

If you are sharing a device with multiple users, you may need to log in as the owner, that is, the primary user, to reset your device to its original factory settings.

To restart your device

Your device may fail to restart if the battery level is low. Connect your device to a charger and try restarting again.

  1. Long press the power key.
  2. In the menu that opens, tap Restart. The device restarts automatically.

To force the device to restart or shut down

  1. Long press the power key and the volume up key at the same time for 6 seconds.
  2. Your device vibrates once. Depending on whether you wish to force the device to restart or shut down, proceed as follows.
    • If you wish to force restart the device: Release the keys at this point. The device restarts.
    • If you wish to force shut down the device: Continue pressing the keys. After a few more seconds, the device vibrates three times and turns off.

To perform a factory data reset

To avoid permanent damage to your device, do not interrupt a factory data reset procedure.

  1. Back up any important data that is saved on the internal memory of your device to a memory card or other non-internal memory. If you have any encrypted files stored on an SD card, you should also remove the encryption to ensure you can still access them after the reset.
  2. Find and tap Settings > System > Advanced > Reset options .
  3. Tap Erase all data (factory reset) > Reset phone.
  4. If required, draw your screen unlock pattern or enter your screen unlock password or PIN to continue.
  5. To confirm, tap Erase everything.

Your device does not revert to an earlier software version of Android when you perform a factory data reset.

Repairing the device software

If you forget your screen unlock password, PIN or pattern, you can use the device repair feature in Xperia Companion to erase the security layer. You need to provide your Google account login details to perform this operation. By running the repair feature, you reinstall software for your device and you may lose some personal data in the process.

If your device seems to have frozen, restarts repeatedly or doesn’t start at all after you’ve updated the Xperia software or after you’ve performed a software repair or a factory data reset, try forcing the device to shut down then try turning it back on. If the problem still exists, force the device to shut down then perform a software repair.

To find out the recovery time, visit Google’s support page

When you receive a new Google account username or password, you might not be able to use them to log in.

To repair the device software using Xperia Companion

Before performing a software repair, make sure you know your Google account username and password. Depending on your security settings, you may need to enter them in order to restart the device after a software repair.

  1. Make sure that Xperia Companion is installed on your PC or Mac.
  2. Open the Xperia Companion software on the computer and click Software repair on the main screen.
  3. Follow the instructions that appear on the screen to reinstall the software and complete the repair.
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Find your product
On your Xperia™ device, go to Settings > About phone/tablet > Model number
On your Xperia™ device, go to Settings > About phone/tablet > Model number