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.
Note
Downloaded apps that you have not downloaded on Google Play may not be fully compatible with your device. If the following actions do not solve the issue, contact the developer of the app for further information.
Hint
The following steps may differ between Android versions. To learn which Android version your device has, find and tap Settings → About phone → Android version. If you do not see About phone under Settings, tap System.
- Force the app to close down, and then open it again.
To force stop an app (Android 10/Android 9)
- Find and tap Settings → Apps & notifications.
- Find and tap the app that you want to stop.
- Tap Force stop → OK.
To force stop an app (Android 8)
- Find and tap Settings → Apps & notifications → App info.
- Find and tap the app that you want to stop.
- 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
- Find and tap Settings → Network & internet.
- Tap the Airplane mode switch to disable the function. You may find the item under Advanced.
- Restart your device and then try to use the app again.
- If your device supports STAMINA mode and it is activated, deactivate it and restart your device. Depending on the STAMINA level, different features will be restricted or disabled in order to reduce battery consumption. These include rendering performance, screen brightness, image enhancement, and GPS while the screen is off. Synchronizing of background app data or streaming may be disabled for some applications.
To disable STAMINA mode
- Find and tap Settings → Battery → STAMINA mode.
- Tap the switch to disable STAMINA mode.
To restart your device
Note
Your device may fail to restart if the battery level is low. Connect your device to a charger and try restarting again.
- Long press the power key.
- 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 (Android 10)
- Find and tap Settings → Apps & notifications.
- Select an application or service, then tap Storage & cache → Clear cache.
Note
The option to clear the application cache is not available for every application or service.
To clear application cache (Android 9)
- Find and tap Settings → Apps & notifications.
- 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.
To clear application cache (Android 8)
- Find and tap Settings → Apps & notifications → App info.
- 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.
To clear application data (Android 10)
- Find and tap Settings → Apps & notifications.
- Select an application or service, then tap Storage & cache → Clear storage → 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.
To clear application data (Android 9)
- Find and tap Settings → Apps & notifications.
- 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.
To clear application data (Android 8)
- Find and tap Settings > Apps & notifications → App info.
- 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 on Google Play.
To uninstall updates for an app (Android 10/Android 9)
- Find and tap Settings → Apps & notifications.
- Find and tap the app that isn’t working.
- If available, tap
(More icon) → Uninstall updates → OK.
To uninstall updates for an app (Android 8)
- Find and tap Settings → Apps & notifications → App info.
- Find and tap the app that isn’t working.
- If available, tap (More icon) → 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 (Android 10)
Note
Only downloaded apps can be fully uninstalled.
- Touch and hold the app icon until the device vibrates.
- In the menu that opens, tap App info → UNINSTALL.
To uninstall an application from the Application screen (Android 9/Android 8)
Note
Only downloaded apps can be fully uninstalled.
- Touch and hold the app icon until the device vibrates.
- 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
- Unlock the screen of your device and connect your device to the computer using a USB cable.
- 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
- Find and tap Settings → System → Backup. You may find the item under Advanced.
- Tap the switch to enable the function. Your app data, device settings, and call history will be backed up automatically.
Note
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 the Google account during the setup wizard.
To perform a factory data reset (Android 10)
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 options. You may find the item under Advanced.
- Tap Erase all data (factory reset) → Erase all data.
- If required, draw your screen unlock pattern or enter your screen unlock password or PIN to continue.
- 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.
- 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 options. You may find the item under Advanced.
- Tap Erase all data (factory 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.
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.
- 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.
Hint
Your device does not revert to an earlier software version of Android when you perform a factory data reset.
