IMPORTANT: This article applies only to specific products and/or operating systems. Check Applicable Products and Categories for details.
Try the following troubleshooting steps if lines of different colours and shapes appear on the screen of your Xperia device. Verify whether the problem was solved after trying each method, before going to the next one.
- If there are lines framing areas or objects on the display, make sure that the Developer options feature isn’t enabled. If the lines on the display don’t resemble the ones in the screenshot, try the next method.
- Restart your device.
- Use Safe mode to check if any downloaded applications are causing the problem. Downloaded applications can cause your device to behave unexpectedly or affect its performance. In Safe mode, your device only starts with software and applications that were already installed when you purchased your device. If the device’s performance improves in Safe mode, it’s likely that one or more of your post-purchase downloaded applications are affecting the device negatively.
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, uninstall the most recently downloaded application. - Check to see if there is a software update available for your Xperia device using Xperia Companion. Updating your device ensures that the device has optimal performance and the latest enhancements.
- Perform a factory data reset. NOTE: Always back up all personal data before performing a factory data reset. All data in the internal memory is overwritten during a factory data reset. Content on an external SD card is kept.
How to disable Developer options
Open the expandable section below that corresponds to the Android version of your Xperia device.
Android 9 or 10, 11 or 12
- Find and tap Settings → System → Advanced → Developer options.
- Drag the slider beside On to the left.
Android 8.0
- Find and tap Settings → System → Developer options.
- Drag the slider beside On to the left.
Android 5.0, 5.1, 6.0, 7.0, 7.1 or 7.1.1
- From your Home screen, tap the Application screen icon.
- Find and tap Settings → Developer options.
- Drag the slider beside On to the left.
How to enable Safe mode
Open the expandable section below that corresponds to the Android version of your Xperia device.
Android 11 or 12
- While the device is powered on, press and hold down the power key.
- In the pop-up menu, touch Power → Power Off until the Reboot to safe mode message appears.
- Tap OK to restart in Safe mode.
Android 9 or 10
- While the device is powered on, press and hold down the power key.
- In the pop-up menu, touch and hold Power off until the Reboot to safe mode message appears.
- Tap OK to restart in Safe mode.
Android 8.0
- While the device is powered on, press and hold down the power key.
- Touch and hold Power off until the device starts to power off.
- Wait for the device to restart in Safe mode.
Tip: You can watch this video to learn how to enable and exit Safe mode.
Android 5.0, 5.1, 6.0, 7.0, 7.1 or 7.1.1
- While the phone is on, press and hold down the power key.
- In the pop-up window, touch and hold Power off until the Reboot to safe mode message appears.
- Tap OK and let your device restart in safe mode.
How to exit Safe mode
To exit Safe mode, restart your phone.
How to perform a factory data reset
Open the expandable section below that corresponds to the Android version of your Xperia device.
Android 10, 11 or 12
- Find and tap Settings → System → Advanced → Reset options → Erase all data (factory reset) → Delete all data.
- If required, draw your screen unlock pattern or enter your screen unlock password or PIN to continue.
- Tap Delete all data.
Android 9
- Find and tap Settings → System → Advanced → Reset options → Erase all data (factory reset) → RESET PHONE.
- If required, draw your screen unlock pattern or enter your screen unlock password or PIN to continue.
- Tap ERASE EVERYTHING.
Android 8.0
NOTE! To avoid permanent damage to your device, do not interrupt a factory data reset procedure.
- 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.
- Find and tap Settings → System → Reset.
- Tap Factory data reset → Reset phone.
- If required, draw your screen unlock pattern or enter your screen unlock password or PIN to continue.
- To confirm, tap Erase everything.
Tip: You can watch this video to learn how to perform a factory data reset.
Android 5.0, 5.1, 6.0, 7.0, 7.1 or 7.1.1
NOTE! To avoid permanent damage to your device, do not interrupt a factory data reset procedure.
- 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.
- From your Home screen, tap the Application screen icon.
- Find and tap Settings → Backup & reset → Factory data reset.
- Android 5.0/5.1: If you also want to erase data such as pictures and music, which is saved to your device's internal storage, mark the Erase internal storage checkbox (does not affect the SD card).
- Tap Reset phone/tablet or Erase everything.
- If required, draw your screen unlock pattern or enter your screen unlock password or PIN to continue.
- To confirm, tap Erase everything.
Tips:
- Your device does not revert to an earlier software version of Android when you perform a factory data reset.
- You can watch this video to learn how to perform a factory data reset in Android 7.0
