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    An app isn’t working

    Arrow left Xperia™ Z4 Tablet support overview

    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.

    • Deactivate STAMINA mode 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.

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      To deactivate STAMINA mode

      1. From your Home screen, tap Icn sony home apptray normal .
      2. Find and tap Settings > Battery.
      3. Tap STAMINA mode.
      4. Drag the slider beside STAMINA mode to the left.

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

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      To force stop an app

      1. From your Home screen, tap Icn sony home apptray normal.
      2. Find and tap Settings > Apps.
      3. Find and tap the app that you want to stop.
      4. Tap FORCE STOP > OK.

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

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

    • 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.

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      To turn off Airplane mode

      1. From your Home screen, tap Icn sony home apptray normal.
      2. Find and tap Settings > More.
      3. Drag the slider beside Airplane mode to the left.

    • 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.

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      To clear application cache

      1. From your Home screen, tap Icn sony home apptray normal.
      2. Find and tap Settings > Apps.
      3. Select an application or service, then tap Storage > CLEAR CACHE.

      Note

      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.

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      To clear application data

      1. From your Home screen, tap Icn sony home apptray normal.
      2. Find and tap Settings > Apps.
      3. Select an application or service, then tap Storage > CLEAR DATA > OK.

      Note

      When you clear application data, data for the selected application is deleted from your device permanently. The option to clear application data is 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 using Google Play™.

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      To uninstall updates for an app

      1. From your Home screen, tap Icn sony home apptray normal.
      2. Find and tap Settings > Apps.
      3. Find and tap the app that isn’t working.
      4. If available, tap Icn sony key menu
      5. Tap Uninstall updates

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

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      To uninstall an application from the Application screen

      1. Touch and hold any area on the Application screen until the device vibrates. All applications that can be uninstalled are then indicated by Icn sony home uninstall.
      2. Select the application that you want to uninstall, then tap Delete.

      Note

      Some apps indicated by Icn sony home uninstall can only be disabled and not uninstalled. Disabling an app deletes all data, but the app can be enabled again from Settings > Apps.

    • 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.

    • 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.

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      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.

      To perform a factory data reset

      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.
      2. From your Home screen, tap Icn sony home apptray normal.
      3. Find and tap Settings > Backup & reset > Factory data reset.
      4. Tap Reset phone.
      5. If required, draw your screen unlock pattern or enter your screen unlock password or PIN to continue.
      6. To confirm, tap Erase everything.

      Note

      To avoid permanent damage to your device, do not interrupt factory data reset procedure.

      Note

      After the factory data reset you will lose access to all the encrypted files on your SD card.

      Tip

      Your device does not revert to an earlier software version of Android™ when you perform a factory data reset.

    • Apps that you have not downloaded from Google Play™ may not be fully compatible with your Xperia™ device. Contact the developer of the app for further information or to report your issues.


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