account arrowhead-down arrowhead-up mobile-menu search sm-bold-x x-skinny-rounded x-skinny arrowhead-right social-facebook social-googleplus social-instagram social-linkedin social-pinterest social-qzone social-renren social-tencent social-twitter social-vkontakt social-weibo social-youku social-youtube
    Help us improve our website
    Answer a few quick questions to evaluate your visit.

    The device doesn't seem to charge

    If the battery is drained, it may take up to 30 minutes for your device to respond to the charging. During this time, the screen may remain completely dark, not showing the charging icon. Also note that it can take up to 4 hours for a completely drained battery to charge fully.

    • Try these steps to find out if the problem relates to the charger:
      • Make sure that you use an original Sony charger specifically intended for charging your device.

      • Use a regular Sony charger plugged into a wall socket to charge your Xperia™ device. Your Xperia™ device charges much more slowly when you charge it using a computer and the USB cable.

      • Disconnect the USB cable from your Xperia™ device and then plug the cable into the micro USB port on the device again. Make sure that the charger cable is properly attached to the Micro USB port on your device, with no obstruction such as a protective case. Check that the charger is properly plugged into a wall socket with an active power source.

      • Make sure that the charger port is free from lint, dust and moisture. A blocked port can prevent the USB connector from fitting properly, and therefore prevent charging. Ensure that the USB port is completely dry, and gently remove any lint or dust using, for example, a wooden or plastic toothpick or a toothbrush.

      • Try to charge the Xperia™ device by connecting another USB cable to the USB port of a computer. If the device starts to charge, this may be a sign that the charger is not working properly. Replace the charger with an original Sony charger specifically intended for your device.

    • Turn off your device and then turn it back on. By doing this you turn off all running applications and free up memory, which sometimes automatically solves the issue.

    • You can force your device to restart or shut down in situations where it stops responding or won't restart normally. No settings or personal data get deleted during a forced restart.

      To force the device to shut down

      1. Remove the back cover.
      2. Using the tip of a pen or a similar object, press the OFF button.

      Do not use overly sharp objects that could damage the OFF button.

      Make sure that the battery is charged for at least 30 minutes before you turn on the device for the first time.

      1. Press and hold down the power key until the device vibrates.
      2. Wait a while for the device to start.
    • If a forced restart procedure doesn't succeed, you should try the 2-minute restart procedure.

      To force a 2-minute restart

      1. Remove the back cover.
      2. Using the tip of a pen or similar object, press and hold down the OFF button for 120 seconds, ignoring any vibrations, and then release the OFF button.
      3. Charge the device until a charging icon appears on the screen.
      4. Turn on your Xperia™ device.

      Do not use overly sharp objects that could damage the OFF button.

    • Update your device to ensure that you have optimal performance and the latest enhancements.

      Read more about how to update and find latest software version.
    • Use the Xperia™ Companion computer application to perform a software repair to reset your device. Note that all data is deleted from the internal storage of your device when you perform a software repair. Content that you have saved on an external SD card, such as photos, videos and music, is not deleted.

      To back up your data using a computer

      1. Make sure that 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.
      1. Make sure that PC Companion is installed on your PC.
      2. Open the PC Companion application on the PC, then, under Support Zone , click Start .
      3. Under Phone / Tablet Software Update , click Start .
      4. Click repair my phone / tablet .
      5. Select your device.
      6. Follow the instructions that appear on the screen to reinstall the software and complete the repair.
    Did you find this information helpful?
    Yes No
    Your input is valuable!
    Why didn't you find this information helpful?
    Thanks, we appreciate your input!
    Close Close
    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