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 USB Type-C charger specifically intended for charging your device.

      • Use an original 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 USB port on the device again. Make sure that the charger cable is properly attached to the 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 restart or shut down

      1. Long press the power key and the volume up key at the same time until your device vibrates.
      2. 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 3 times and turns off.

      To turn on your device

      1. Long press the power key until the device vibrates.
      2. Enter your SIM card PIN when requested, then tap (Done icon).
      3. Wait a moment 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 2 minutes, 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.

    • If Battery Care is turned on, you may find that the device is not fully charged even after charging for several hours. The Battery Care feature is designed to increase battery lifespan and performance.

      To enable or disable Battery Care

      1. Find and tap Settings > Battery > Battery Care .
      2. Tap the switch to enable or disable Battery Care .

      Learned patterns of the regular charging cycle are saved by Battery Care. Even if the function has been disabled, it adopts to the learned patterns after enabling the function again.

    • 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.

    • It is recommended to back up and synchronize your important data with a Google account.

    • 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. 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 synchronize apps, phone settings, and call history

      1. Find and tap Settings > System > Advanced > Backup .
      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 synchronize your app data, device settings, and call history automatically by logging in to the Google account used to synchronize 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 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 on-screen instructions 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?
    Submit
    Thanks, we appreciate your input!
    Close Close
    Find your product
    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