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    An App Isn’t Working

    If an app on your device isn’t working properly, try these actions one after the other. Verify after each action whether the problem was solved before trying the next one.

    • Force the app to close, and then open it again.

      To Force-Stop an App

      1. From your Homescreen , tap .
      2. Find and tap Settings > Apps .
      3. Find and tap the app you want to stop.
      4. Tap FORCE STOP .
    • Update the app on Google Play™ if you don’t have the latest version. Not all apps can be updated using Google Play™.
    • Restart your Xperia™ device and then try to use the app again.
    • If the app requires an Internet connection, be sure your device has an active Internet connection (Wi-Fi® or mobile network) and Airplane mode is turned off.

      To Turn off Airplane Mode

      1. From your Homescreen , tap .
      2. Find and tap Settings > More .
      3. Drag the slider beside Airplane mode to the left if Airplane mode is turned on.
    • Clear the cache for the app to delete any temporary files in the app’s memory that may be causing the problem. You will not lose any personal data by clearing the cache.

      To Clear Application Cache

      1. From your Homescreen , tap .
      2. Find and tap Settings > Apps , then swipe over to the All tab.
      3. Select an application or service, then tap CLEAR CACHE .

      The option to clear the application cache is not available for all applications or services.

    • Clear all app data that has been saved by the app since you started using it. Note that all personal data saved by the app, like login information and settings, will be erased.

      To Clear Application Data

      1. From your Homescreen , tap .
      2. Find and tap Settings > Apps , then swipe over to the All tab.
      3. Select an application or service, then tap CLEAR DATA .

      When you clear application data, data for the selected application is deleted from your device permanently.The option to clear application data is not available for all applications or services.

    • Uninstall all updates for the app to reset the app. All personal data saved by the app, like login information and settings, will be deleted. If possible, update the app again using Google Play™.

      To Uninstall Updates for an App

      1. From your Homescreen , tap .
      2. Find and tap Settings > Apps .
      3. Swipe to the All tab.
      4. Select the app that is not working by tapping it.
      5. Tap Uninstall updates , if available.
    • Uninstall the app and then reinstall it. Note that some pre-installed apps cannot be uninstalled.

      To Uninstall an Application from the Application Screen

      1. To open the Application screen menu, drag the left edge of the Application screen to the right.
      2. Tap UNINSTALL . All uninstallable applications are indicated by .
      3. Tap the application you want to uninstall, then tap OK .
    • Update your device to ensure you have optimal performance and the latest enhancements. Read more about how to update and find latest software version.
    • Perform a factory data reset. This is sometimes the best solution if your device stops functioning properly, but note that it will delete all personal content saved on the internal memory of your device. Be sure to back up data you want to keep.

      To Back up your Data Using a Computer

      1. Make sure Xperia™ Companion for Windows or Mac OS is installed on your PC or Mac®.
      2. Connect your device to the computer using a USB cable.
      3. Computer: Open the Xperia™ Companion software. After a few moments, the computer detects your device.
      4. Select Backup on the main screen.
      5. Follow the on-screen instructions to back up data from your device.

      To avoid permanent damage to your device, do not restart your device while a reset procedure is underway.

      1. Before you start, make sure to back up any important data that is saved on the internal memory of your device to a memory card or other non-internal memory.
      2. From your Homescreen , tap .
      3. Find and tap Settings > Backup & reset > Factory data reset .
      4. To delete information, such as pictures and music, from your internal storage, mark the Erase internal storage checkbox.
      5. Tap Reset phone .
      6. If required, draw your screen unlock pattern, or enter your screen unlock password or PIN to continue.
      7. To confirm, tap Erase everything .

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

      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.
    • Apps you have not downloaded from Google Play™ may not be fully compatible with your Xperia™ device. Contact the developer of the app for further information or to report your issues.
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    On your Xperia™ device, go to Settings > About phone/tablet > Model number
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    On your Xperia™ device, go to Settings > About phone/tablet > Model number