My device freezes or turns off unexpectedly


Troubleshoot when your device, freezes or turns off unexpectedly

Try each of these steps to see if it helps

Safely remove your SD card

  • Open your Settings
  • Tap Storage
  • Tap Un-mount SD card
  • Tap OK
  • Remove the SD card

Perform a soft reset
A soft reset restarts your phone and does not erase any of your content or data

  • Press and hold the Power key and the Volume Down key for 10 seconds to turn off your device
  • Press and hold the Power key to turn your device on

Determine if your phone has low memory

  • Open Settings
  • Scroll down to Device
  • Tap Storage
  • Refer to color coded bars to determine if your phone has low memory
  • If your phone has low memory, troubleshoot low memory issues

Clear the application cache
Clear the application cache on your applications to free up space and improve performance.  Be sure you clear only the application cache and not the application data.  When you clear the application data, it removes your personal settings and info such as login information and high scores.  Clearing the application cache doesn't remove your personal settings or information. 

  • From Settings > then under Device tap the Storage dashboard
  • Tap Apps
  • Tap an application
  • Tap Clear cache

Close or uninstall applications
Some apps run in the background when you are not using them.   Also, some apps consume more energy than others.   Some apps come pre-loaded on your phone and you can't uninstall them. 

  • From Settings > then under Device tap Battery
  • Tap the application you want to close or uninstall
  • Close (turn off) an application: Tap Force stop
  • Uninstall (remove from phone) an application: Tap App info, Uninstall, and then OK


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