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    My device freezes or applications suddenly shut down

    • Downloaded applications can cause your device to behave unexpectedly or affect its performance. Use Safe mode to check if any downloaded applications are causing the problem. In Safe mode , your device only starts with software and applications that were already installed when you purchased your device.

      To enable Safe mode

      1. While the device is turned on, long press the power key.
      2. In the dialog that appears, touch and hold Power off , then tap OK .
      3. Wait for the device to restart in Safe mode .

      To exit Safe mode , restart the device.

    • If the device’s performance improves in Safe mode , it’s likely that one or more of your post-purchase downloaded applications are affecting the device negatively. You can exit Safe mode and restart the device to uninstall the application or applications that you suspect are causing the problem. If the problem is recent and you're not sure which application is causing the problem, you can start by uninstalling the most recently downloaded application.

      To uninstall an application from the Application screen

      Only downloaded apps can be fully uninstalled.

      1. Touch and hold the app icon until the device vibrates.
      2. In the menu that opens, tap (Uninstall app icon) > OK .

    • Update your device to ensure that you have optimal performance and the latest enhancements. Read more about how to update and find the 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. Make sure to back up data that you want to keep.

      To back up your data using a computer

      1. Unlock the screen of your device and connect your device to the computer using a USB cable.
      2. On the computer, select which files to back up, then copy and paste or drag and drop the files to a location on your PC.

      To back up and synchronise apps, phone settings, and call history

      1. Find and tap Settings > System > Advanced > Back up .
      2. Tap the switch to enable the function. Your app data, device settings, and call history will be backed up automatically.

      You can also enable backup from the settings menu in Google Drive. You can synchronise your app data, device settings, and call history automatically by logging in to the Google account used to synchronise data on your old device. When you power on your new device for the first time, log in to the Google account during the setup wizard.

      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.

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