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    I Cannot Power on my Device

    If your Xperia™ device doesn't respond when you try to turn it on, try these actions one after the other. Verify after each action whether the problem was solved before trying the next one.

    • Allow your device enough time to start. Press and hold down the power key until the device vibrates, and then release it. It may take up to 10 seconds before the device vibrates.

    • Make sure your Xperia™ device is charged. 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 remains dark, without showing the charging icon. Also note that it can take up to 4 hours for a drained battery to charge fully.

    • If you have trouble charging your Xperia™ device, start by making sure you are using an original Sony charger and a USB cable specifically intended for charging your device. Try to charge the device with a different USB cable connected 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.

    • If there is a memory card in your device, remove it and restart the device. If removing the memory card solves the issue, your SD card may be damaged. In this case, you need to get a replacement SD card for your Xperia™ device.

    • 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 Restart or Shutdown

      1. Press and hold down 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 Turn On the Device

      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. Press and hold down both the volume up key and the power key for 120 seconds, ignoring any vibrations.
      2. Release the keys. The device turns off automatically.
      3. Charge the device until a charging icon appears on the screen.
      4. Turn on your Xperia™ device.

    • 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 you have saved on an external SD card, like photos, videos, and music, is not deleted.

      To back up your data using a computer

      1. Be sure that Xperia™ Companion 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 if it is not automatically launched. After a few moments, the computer detects your device.
      4. Make sure that the USB connection mode on your Xperia™ device is set to Transfer files .
      5. Select Backup on the Xperia™ Companion main screen and follow the on-screen instructions.

      To repair the device software using Xperia™ Companion

      If possible, you should always back up all personal data before performing a software repair. All data in the internal memory is overwritten during a software repair. Content on an external SD card is kept.

      1. 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
      2. Make sure Xperia™ Companion is installed on your PC or Mac®.
      3. Open the Xperia™ Companion software on the computer, but do not connect your Xperia™ device until you're told to do so in the five-step instruction in the Xperia™ Companion window.
      4. Select Software repair on the computer screen.
      5. Follow the on-screen instructions to reinstall the software and complete the repair.

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    On your Xperia™ device, go to Settings > About phone/tablet > Model number
    On your Xperia™ device, go to Settings > About phone/tablet > Model number