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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.

    Downloaded apps that you have not downloaded on Google Play may not be fully compatible with your Xperia device. If the following actions do not solve the issue, contact the developer of the app for further information.

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

      To force stop an app

      1. Find and tap Settings > Apps & notifications .
      2. Find and tap the app that you want to stop.
      3. Tap FORCE STOP > OK .

    • If the app requires an internet connection, make sure that your device has an active internet connection ( Wi-Fi or mobile network), and that Airplane mode is turned off.

      To turn off Airplane mode

      1. Find and tap Settings > Network & Internet > Advanced .
      2. Tap the Airplane mode switch to enable the function.

    • Restart your Xperia device and then try to use the app again.

    • If STAMINA mode is activated, deactivate it and restart your device. To save battery power, STAMINA mode disables some functions on your device. This may affect app performance. For example, apps used for streaming or GPS navigation may shut down when the screen is turned off, and email and other apps that rely on syncing may not be updated.

      To disable STAMINA mode

      1. Find and tap Settings > Battery > STAMINA mode .
      2. Tap the switch to disable STAMINA mode .

      To restart your device

      Your device may fail to restart if the battery level is low. Connect your device to a charger and try restarting again.

      1. Long press the power key.
      2. In the menu that opens, tap Restart . The device restarts automatically.

    • Update the app on Google Play if you don't have the latest version. Not all apps can be updated on Google Play.

    • 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. Find and tap Settings > Apps & notifications .
      2. Select an application or service, then tap Storage > CLEAR CACHE .

      The option to clear the application cache is not available for every application or service.

    • 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, such as login information and settings, will be erased.

      To clear application data

      1. Find and tap Settings > Apps & notifications .
      2. Select an application or service, then tap Storage > CLEAR DATA > OK .

      When youclear application data, data for the selected application is deletedfrom your device permanently. The option to clear application datais not available for every application or service.

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

      To uninstall updates for an app

      1. Find and tap Settings > Apps & notifications .
      2. Find and tap the app that isn’t working.
      3. If available, tap (Menu icon) .
      4. Tap Uninstall updates > OK .

    • Uninstall the app, and then reinstall it. Note that some pre-installed apps cannot be uninstalled.

      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.

    • 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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    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