My smartphone freezes or applications suddenly shut down

If you experience your device freezing or shutting down applications unexpectedly, we recommend that you try the following troubleshooting tips. The order has been ranked from easiest to more difficult. 

1. Update your device 

Update your device to ensure that you have optimal performance and the latest enhancements.

2. Use Safe mode to discover problematic apps

In Safe mode, your device will start up with software and apps that were already installed when you bought your device. Certain apps downloaded after purchase may cause your device to behave unexpectedly.

Tip: Use Safe mode to find out if any of those apps are causing the problem.

To enable Safe mode 

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

• My device's performance improved

If the device’s performance improves in Safe mode, the problem is likely to be with the app that was downloaded after purchasing the device. 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.

Hint: To exit Safe mode, restart the device.

• Uninstall apps

Note! Only apps downloaded after your purchase can be uninstalled.

To uninstall an application from the Application screen (Android 10)

1.    Touch and hold the app icon until the device vibrates.
2.    In the menu that opens, tap App info → UNINSTALL.

To uninstall an application from the Application screen (Android 9/Android 8)

1.    Touch and hold the app icon until the device vibrates.
2.    In the menu that appears, tap  (Icon to uninstall the app) → OK.

3. Check for updates and visit the app owner's support page

If you're experiencing problems with a particular app (e.g. WhatsApp or Facebook), please search for your app in the Google Play Store. If a new update is available for your app, you'll see an Update button. Downloading the update can fix your issue. If no update is available, please scroll down and check the Reviews section to see if the issue you're experiencing is affecting other users. Finally, you can also scroll down to the bottom of the page and click Visit website under Developer to visit the app developer's page for more information.        

4. 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 synchronize apps, phone settings, and call history 

1.    Find and tap Settings → System → Backup. You may find the item under Advanced.
2.    Tap the switch to enable the function. Your app data, device settings, and call history will be backed up automatically.

Tip: Enable a backup on Google Drive

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 your Google account during the setup wizard.

Note! The following steps may differ between Android versions. 

To confirm the Android version of your device

Find and tap Settings → About phone → Android version. If you do not see About phone under Settings, tap System.

To perform a factory data reset (Android 10)

Note! 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 → Reset options. You may find the item under Advanced.
3.    Tap Erase all data (factory reset) → Erase all data.
4.    If required, draw your screen unlock pattern or enter your screen unlock password or PIN to continue.
5.    To confirm, tap Erase all data.

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

To perform a factory data reset (Android 9)

Note! 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 → Reset options. You may find the item under Advanced.
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.

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

To perform a factory data reset (Android 8)

Note! 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 → Reset.
3.    Tap Factory data 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. 

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