Battery is hot or gives off excessive heat
Battery problems on an Android device
Troubleshoot battery problems with your Android device, including problems with the device turning on or charging. Make sure you're not on your phone while troubleshooting.
If you need help performing any step, check the how-to guides for your device on the Phones page.
Phone won't power on
Make sure of the following:
You're using the battery and charger that came with your device.
Your device is on the latest software version.
Your power key isn't loose. If it is, check out Buttons won't respond on an Android device.
Check the following:
Liquid damage indicator (LDI): If your device has liquid damage, contact us.
Charging port: If the port is loose, contact us.
Try to power on your device by pressing the power key for 15 seconds. If there is an audio or vibration cue when pressing the button, the device is powering on, but there is a screen problem. Check out Screen problems on an Android device.
Device restarts on its own or randomly turns off
Make sure of the following:
Your battery is full charged.
The back cover is on correctly.
You're using the charger that came with your device.
You're using the battery that came with your device.
Your device is on the latest software version.
Uninstall any third-party apps that were installed around the time the issue began. If you uninstalled any apps, retest the issue.
Device won't charge
Make sure of the following:
The back cover is on correctly.
You're using a wall outlet to charge the device. Computers may not provide enough power to charge the battery.
The charging indicator shows the device is charging. Keep in mind, if your battery was completely drained, it may take up to 30 minutes for the charging indicator to show the battery is charging.
Your device is on the latest software version.
Check for the following:
Physical damage: Broken battery pins or corrosive material on the battery or device.
Liquid damage: Check the liquid damage indicator (LDI).
Try a different outlet, charger, or battery.
Different outlet works: You'll need to use the outlet that works to charge your device.
Different charger or battery works: You'll need to replace your battery or charger. We recommend using our store locator to find a local T-Mobile store that can replace the defective part. Please call ahead to make sure the store has replacement parts in stock.
Charging indicator is incorrectly showing charged
Check the liquid damage indicator (LDI).
Turn your device off.
Wait 5 seconds and then turn your device on.
Test the indicator when the device turns back on.
Uninstall any third-party apps that measure or read battery life, or any apps that were installed around the time the issue began. If you uninstalled any apps, retest the issue.
Reset your device.
Battery drains too fast
Large and bright touch screens, fast processors, apps, and syncing data all demand more and more from device batteries. Always check Tech specs to make sure you know what to expect from your device and battery.
We recommend charging your device once a day or more, if needed. Also, it is normal for lithium-based batteries to lose 20% over a year's use.
To help with battery life seeming to be short, follow these steps:
Make sure of the following:
Your device software and apps are on the latest versions.
You're using the battery and charger that came with your device.
Turn your device off.
Wait 5 seconds and then turn your device on.
If you're battery is still draining fast, continue troubleshooting.
Uninstall any apps that were installed around the time the issue began. If you uninstalled any apps, retest the issue.
Reset your device and retest the issue.
Battery or device feels hot
Your device may get warm when charging, during long calls, using GPS, or using a lot of data over the T-Mobile network or on Wi-Fi.
To prevent your battery or device from getting hot, we recommend you use the charger and battery that came with your device. You'll also want to make sure you avoid exposing your BlackBerry to extreme heat or cold temperatures.
Troubleshoot issues with camera and video.
Go to:
Poor picture or video quality
Cannot take picture or video
Poor picture or video quality
Note: Use the preloaded camera application. If using a downloaded app, see Apps troubleshooting.
Refer to the device specs & features to check the camera resolution (in MP) and if it has a flash.
If the camera is lower resolution (Less than 5 MP), pictures are expected to be less sharp or vibrant.
Pictures taken in low light or very bright light may not come out clearly or may have an orange tint, even when using the flash. This is normal.
Stop troubleshooting if the problem is related to one of these reasons. This is normal behavior.
Remove any covers or cases that may cover the lens.
Inspect the lens for any scratches or debris, as they will affect the quality of the picture taken.
Clean the camera lens with a soft, lint-free fabric.
If using an Android device, clear the cache of the Camera app only. Do not clear the data.
Check the device how tos to increase the quality or resolution of the pictures. Also check other settings to remove special effects, fix brightness, turn off zoom, and turn off night exposure.
Take a test picture using a subject that is not moving and is in a well lit area from a distance of 3 to 6 feet away.
If problems continue, turn the device off and back on again. Take a test picture.
If problems continue, wipe the cache partition.
Perform a master reset. See: Back up before a master reset.
Cannot take picture or video
Note: Use the preloaded camera application. If using a downloaded app, see Apps troubleshooting.
If using an Android device, clear the cache and data of the Camera app.
Take a test picture using a subject that is not moving and is in a well lit area from a distance of 3 to 6 feet away.
If using an SD card:
Turn off the device, then remove the SD card.
Turn the device back on and once on, insert your SD Card.
Take a test picture.
Remove the memory card again.
Open the camera app, with no SD card.
If the camera app:
Does not open, then continue to the next step.
Does opens, then format the memory card. If formatting does not help, replace the SD card.
If using and Android device and problems continue, wipe the cache partition.
Perform a master reset. See: Back up before a master reset.
Try taking a picture.
Cannot turn on or charge device
Battery problems on an Android device
Troubleshoot battery problems with your Android device, including problems with the device turning on or charging. Make sure you're not on your phone while troubleshooting.
If you need help performing any step, check the how-to guides for your device on the Phones page.
Phone won't power on
Make sure of the following:
You're using the battery and charger that came with your device.
Your device is on the latest software version.
Your power key isn't loose. If it is, check out Buttons won't respond on an Android device.
Check the following:
Liquid damage indicator (LDI):
Wait 5 seconds and then turn your device on.
Test the indicator when the device turns back on.
Uninstall any third-party apps that measure or read battery life, or any apps that were installed around the time the issue began. If you uninstalled any apps, retest the issue.
Reset your device.
Battery drains too fast
Large and bright touch screens, fast processors, apps, and syncing data all demand more and more from device batteries. Always check Tech specs to make sure you know what to expect from your device and battery.
We recommend charging your device once a day or more, if needed. Also, it is normal for lithium-based batteries to lose 20% over a year's use.
To help with battery life seeming to be short, follow these steps:
Make sure of the following:
Your device software and apps are on the latest versions.
You're using the battery and charger that came with your device.
Turn your device off.
Wait 5 seconds and then turn your device on.
If you're battery is still draining fast, continue troubleshooting.
Uninstall any apps that were installed around the time the issue began. If you uninstalled any apps, retest the issue.
Reset your device and retest the issue.
Battery or device feels hot
Your device may get warm when charging, during long calls, using GPS, or using a lot of data over the T-Mobile network or on Wi-Fi.
To prevent your battery or device from getting hot, we recommend you use the charger and battery that came with your device. You'll also want to make sure you avoid exposing your BlackBerry to extreme heat or cold temperatures.
Troubleshoot issues with camera and video.
Go to:
Poor picture or video quality
Cannot take picture or video
Poor picture or video quality
Note: Use the preloaded camera application. If using a downloaded app, see Apps troubleshooting.
Refer to the device specs & features to check the camera resolution (in MP) and if it has a flash.
If the camera is lower resolution (Less than 5 MP), pictures are expected to be less sharp or vibrant.
Pictures taken in low light or very bright light may not come out clearly or may have an orange tint, even when using the flash. This is normal.
Stop troubleshooting if the problem is related to one of these reasons. This is normal behavior.
Remove any covers or cases that may cover the lens.
Inspect the lens for any scratches or debris, as they will affect the quality of the picture taken.
Clean the camera lens with a soft, lint-free fabric.
If using an Android device, clear the cache of the Camera app only. Do not clear the data.
Check the device how tos to increase the quality or resolution of the pictures. Also check other settings to remove special effects, fix brightness, turn off zoom, and turn off night exposure.
Take a test picture using a subject that is not moving and is in a well lit area from a distance of 3 to 6 feet away.
If problems continue, turn the device off and back on again. Take a test picture.
If problems continue, wipe the cache partition.
Perform a master reset. See: Back up before a master reset.
Cannot take picture or video
Note: Use the preloaded camera application. If using a downloaded app, see Apps troubleshooting.
If using an Android device, clear the cache and data of the Camera app.
Take a test picture using a subject that is not moving and is in a well lit area from a distance of 3 to 6 feet away.
If using an SD card:
Turn off the device, then remove the SD card.
Turn the device back on and once on, insert your SD Card.
Take a test picture.
Remove the memory card again.
Open the camera app, with no SD card.
If the camera app:
Does not open, then continue to the next step.
Does opens, then format the memory card. If formatting does not help, replace the SD card.
If using and Android device and problems continue, wipe the cache partition.
Perform a master reset. See: Back up before a master reset.
Try taking a picture.
Cannot turn on or charge device
Battery problems on an Android device
Troubleshoot battery problems with your Android device, including problems with the device turning on or charging. Make sure you're not on your phone while troubleshooting.
If you need help performing any step, check the how-to guides for your device on the Phones page.
Phone won't power on
Make sure of the following:
You're using the battery and charger that came with your device.
Your device is on the latest software version.
Your power key isn't loose. If it is, check out Buttons won't respond on an Android device.
Check the following:
Liquid damage indicator (LDI):
Charging port: If the port is loose, contact us.
Try to power on your device by pressing the power key for 15 seconds. If there is an audio or vibration cue when pressing the button, the device is powering on, but there is a screen problem. Check out Screen problems on an Android device.
Device restarts on its own or randomly turns off
Make sure of the following:
Your battery is full charged.
The back cover is on correctly.
You're using the charger that came with your device.
You're using the battery that came with your device.
Your device is on the latest software version.
Uninstall any third-party apps that were installed around the time the issue began. If you uninstalled any apps, retest the issue.
Device won't charge
Make sure of the following:
The back cover is on correctly.
You're using a wall outlet to charge the device. Computers may not provide enough power to charge the battery.
The charging indicator shows the device is charging. Keep in mind, if your battery was completely drained, it may take up to 30 minutes for the charging indicator to show the battery is charging.
Your device is on the latest software version.
Check for the following:
Physical damage: Broken battery pins or corrosive material on the battery or device.
Liquid damage: Check the liquid damage indicator (LDI).
Try a different outlet, charger, or battery.
Different outlet works: You'll need to use the outlet that works to charge your device.
Different charger or battery works: You'll need to replace your battery or charger. We recommend using our store locator to find a local T-Mobile store that can replace the defective part. Please call ahead to make sure the store has replacement parts in stock.
Charging indicator is incorrectly showing charged
Check the liquid damage indicator (LDI). If your device has liquid damage, contact us.
Turn your device off.
Wait 5 seconds and then turn your device on.
Test the indicator when the device turns back on.
Uninstall any third-party apps that measure or read battery life, or any apps that were installed around the time the issue began. If you uninstalled any apps, retest the issue.
Reset your device.
Battery drains too fast
Large and bright touch screens, fast processors, apps, and syncing data all demand more and more from device batteries. Always check Tech specs to make sure you know what to expect from your device and battery.
We recommend charging your device once a day or more, if needed. Also, it is normal for lithium-based batteries to lose 20% over a year's use.
To help with battery life seeming to be short, follow these steps:
Make sure of the following:
Your device software and apps are on the latest versions.
You're using the battery and charger that came with your device.
Turn your device off.
Wait 5 seconds and then turn your device on.
If you're battery is still draining fast, continue troubleshooting.
Uninstall any apps that were installed around the time the issue began. If you uninstalled any apps, retest the issue.
Reset your device and retest the issue.
Battery or device feels hot
Your device may get warm when charging, during long calls, using GPS, or using a lot of data over the T-Mobile network or on Wi-Fi.
To prevent your battery or device from getting hot, we recommend you use the charger and battery that came with your device. You'll also want to make sure you avoid exposing your BlackBerry to extreme heat or cold temperatures.
Computer will not recognize device via USB
My computer doesn't see my connected Android device
Troubleshoot problems with a computer recognizing your connected Android device.
If you need help performing any step, check the how-to guides for your device on the Phones page.
To fix this issue:
Make sure of the following:
Your SD card is inserted in the device.
Your phone is disconnected from the computer.
Your phone is on the latest software version.
You're not using a phone case or cover. If you are, remove it to make sure the USB connector will connect to the phone.
USB devices work with your computer.
You're using the USB cable that came with your phone.
Take a look at the USB port.
Restart your computer.
Turn off your device.
Wait 5 seconds and turn on your device.
Connect your device to the computer using the USB cable. The computer should download and install the appropriate drivers for the phone. If the computer does not automatically install the drivers, visit the device manufacturer's website for additional assistance.
Retest the issue. Keep troubleshooting if you're still experiencing the problem.
Reset your device.
Retest the issue.
If problems continue, you'll need to do additional testing
Inaccurate battery charge display
Battery problems on an Android device
Troubleshoot battery problems with your Android device, including problems with the device turning on or charging. Make sure you're not on your phone while troubleshooting.
If you need help performing any step, check the how-to guides for your device on the Phones page.
Phone won't power on
Make sure of the following:
You're using the battery and charger that came with your device.
Your device is on the latest software version.
Your power key isn't loose. If it is, check out Buttons won't respond on an Android device.
Check the following:
Liquid damage indicator (LDI):
Charging port: If the port is loose, contact us.
Try to power on your device by pressing the power key for 15 seconds. If there is an audio or vibration cue when pressing the button, the device is powering on, but there is a screen problem. Check out Screen problems on an Android device.
Device restarts on its own or randomly turns off
Make sure of the following:
Your battery is full charged.
The back cover is on correctly.
You're using the charger that came with your device.
You're using the battery that came with your device.
Your device is on the latest software version.
Uninstall any third-party apps that were installed around the time the issue began. If you uninstalled any apps, retest the issue.
Device won't charge
Make sure of the following:
The back cover is on correctly.
You're using a wall outlet to charge the device. Computers may not provide enough power to charge the battery.
The charging indicator shows the device is charging. Keep in mind, if your battery was completely drained, it may take up to 30 minutes for the charging indicator to show the battery is charging.
Your device is on the latest software version.
Check for the following:
Physical damage: Broken battery pins or corrosive material on the battery or device.
Liquid damage: Check the liquid damage indicator (LDI).
Try a different outlet, charger, or battery.
Different outlet works: You'll need to use the outlet that works to charge your device.
Different charger or battery works: You'll need to replace your battery or charger. We recommend using our store locator to find a local T-Mobile store that can replace the defective part. Please call ahead to make sure the store has replacement parts in stock.
Charging indicator is incorrectly showing charged
Check the liquid damage indicator (LDI).
Turn your device off.
Wait 5 seconds and then turn your device on.
Test the indicator when the device turns back on.
Uninstall any third-party apps that measure or read battery life, or any apps that were installed around the time the issue began. If you uninstalled any apps, retest the issue.
Reset your device.
Battery drains too fast
Large and bright touch screens, fast processors, apps, and syncing data all demand more and more from device batteries. Always check Tech specs to make sure you know what to expect from your device and battery.
We recommend charging your device once a day or more, if needed. Also, it is normal for lithium-based batteries to lose 20% over a year's use.
To help with battery life seeming to be short, follow these steps:
Make sure of the following:
Your device software and apps are on the latest versions.
You're using the battery and charger that came with your device.
Turn your device off.
Wait 5 seconds and then turn your device on.
If you're battery is still draining fast, continue troubleshooting.
Uninstall any apps that were installed around the time the issue began. If you uninstalled any apps, retest the issue.
Reset your device and retest the issue.
To prevent your battery or device from getting hot, we recommend you use the charger and battery that came with your device. You'll also want to make sure you avoid exposing your BlackBerry to extreme heat or cold temperatures.
KEYS DO NOT RESPOND
Buttons won't respond on an Android device
Troubleshoot keypad and button problems on an Android device.
If you need help performing any step, check the how-to guides for your device on the Phones page.
To fix this issue:
Make sure of the following:
Your device keypad isn't locked.
You're not using accessories such as covers, cases, or skins. If you are, remove them and retest the issue.
Your device is on the latest software version.
Check for stuck buttons. If a button appears to be stuck, gently wiggle the button from side to side with your finger to pop it back into place.
Check the liquid damage indicator (LDI).
Turn off your device.
Wait 5 seconds and then turn your device on to retest the issue.
Reset your device.
Battery problems on an Android device
Troubleshoot battery problems with your Android device, including problems with the device turning on or charging. Make sure you're not on your phone while troubleshooting.
If you need help performing any step, check the how-to guides for your device on the Phones page.
Phone won't power on
Make sure of the following:
You're using the battery and charger that came with your device.
Your device is on the latest software version.
Your power key isn't loose. If it is, check out Buttons won't respond on an Android device.
Check the following:
Liquid damage indicator (LDI):
Try to power on your device by pressing the power key for 15 seconds. If there is an audio or vibration cue when pressing the button, the device is powering on, but there is a screen problem. Check out Screen problems on an Android device.
Device restarts on its own or randomly turns off
Make sure of the following:
Your battery is full charged.
The back cover is on correctly.
You're using the charger that came with your device.
You're using the battery that came with your device.
Your device is on the latest software version.
Uninstall any third-party apps that were installed around the time the issue began. If you uninstalled any apps, retest the issue.
Device won't charge
Make sure of the following:
The back cover is on correctly.
You're using a wall outlet to charge the device. Computers may not provide enough power to charge the battery.
The charging indicator shows the device is charging. Keep in mind, if your battery was completely drained, it may take up to 30 minutes for the charging indicator to show the battery is charging.
Your device is on the latest software version.
Check for the following:
Physical damage: Broken battery pins or corrosive material on the battery or device.
Liquid damage: Check the liquid damage indicator (LDI).
Try a different outlet, charger, or battery.
Different outlet works: You'll need to use the outlet that works to charge your device.
Different charger or battery works: You'll need to replace your battery or charger. We recommend using our store locator to find a local T-Mobile store that can replace the defective part. Please call ahead to make sure the store has replacement parts in stock.
Charging indicator is incorrectly showing charged
Check the liquid damage indicator (LDI).
Try to power on your device by pressing the power key for 15 seconds. If there is an audio or vibration cue when pressing the button, the device is powering on, but there is a screen problem. Check out Screen problems on an Android device.
Device restarts on its own or randomly turns off
Make sure of the following:
Your battery is full charged.
The back cover is on correctly.
You're using the charger that came with your device.
You're using the battery that came with your device.
Your device is on the latest software version.
Uninstall any third-party apps that were installed around the time the issue began. If you uninstalled any apps, retest the issue.
Device won't charge
Make sure of the following:
The back cover is on correctly.
You're using a wall outlet to charge the device. Computers may not provide enough power to charge the battery.
The charging indicator shows the device is charging. Keep in mind, if your battery was completely drained, it may take up to 30 minutes for the charging indicator to show the battery is charging.
Your device is on the latest software version.
Check for the following:
Physical damage: Broken battery pins or corrosive material on the battery or device.
Liquid damage: Check the liquid damage indicator (LDI).
Try a different outlet, charger, or battery.
Different outlet works: You'll need to use the outlet that works to charge your device.
Different charger or battery works: You'll need to replace your battery or charger. We recommend using our store locator to find a local T-Mobile store that can replace the defective part. Please call ahead to make sure the store has replacement parts in stock.
Charging indicator is incorrectly showing charged
Check the liquid damage indicator (LDI). If your device has liquid damage, contact us.
Turn your device off.
Wait 5 seconds and then turn your device on.
Test the indicator when the device turns back on.
Uninstall any third-party apps that measure or read battery life, or any apps that were installed around the time the issue began. If you uninstalled any apps, retest the issue.
Reset your device.
Battery drains too fast
Large and bright touch screens, fast processors, apps, and syncing data all demand more and more from device batteries. Always check Tech specs to make sure you know what to expect from your device and battery.
We recommend charging your device once a day or more, if needed. Also, it is normal for lithium-based batteries to lose 20% over a year's use.
To help with battery life seeming to be short, follow these steps:
Make sure of the following:
Your device software and apps are on the latest versions.
You're using the battery and charger that came with your device.
Turn your device off.
Wait 5 seconds and then turn your device on.
If you're battery is still draining fast, continue troubleshooting.
Uninstall any apps that were installed around the time the issue began. If you uninstalled any apps, retest the issue.
Reset your device and retest the issue.
Battery or device feels hot
Your device may get warm when charging, during long calls, using GPS, or using a lot of data over the T-Mobile network or on Wi-Fi.
To prevent your battery or device from getting hot, we recommend you use the charger and battery that came with your device. You'll also want to make sure you avoid exposing your BlackBerry to extreme heat or cold temperatures.
Computer will not recognize device via USB
My computer doesn't see my connected Android device
Troubleshoot problems with a computer recognizing your connected Android device.
If you need help performing any step, check the how-to guides for your device on the Phones page.
To fix this issue:
Make sure of the following:
Your SD card is inserted in the device.
Your phone is disconnected from the computer.
Your phone is on the latest software version.
You're not using a phone case or cover. If you are, remove it to make sure the USB connector will connect to the phone.
USB devices work with your computer.
You're using the USB cable that came with your phone.
Take a look at the USB port.
Restart your computer.
Turn off your device.
Wait 5 seconds and turn on your device.
Connect your device to the computer using the USB cable. The computer should download and install the appropriate drivers for the phone. If the computer does not automatically install the drivers, visit the device manufacturer's website for additional assistance.
Retest the issue. Keep troubleshooting if you're still experiencing the problem.
Reset your device.
Retest the issue.
If problems continue, you'll need to do additional testing
Inaccurate battery charge display
Battery problems on an Android device
Troubleshoot battery problems with your Android device, including problems with the device turning on or charging. Make sure you're not on your phone while troubleshooting.
If you need help performing any step, check the how-to guides for your device on the Phones page.
Phone won't power on
Make sure of the following:
You're using the battery and charger that came with your device.
Your device is on the latest software version.
Your power key isn't loose. If it is, check out Buttons won't respond on an Android device.
Check the following:
Liquid damage indicator (LDI):
Charging port: If the port is loose, contact us.
Try to power on your device by pressing the power key for 15 seconds. If there is an audio or vibration cue when pressing the button, the device is powering on, but there is a screen problem. Check out Screen problems on an Android device.
Device restarts on its own or randomly turns off
Make sure of the following:
Your battery is full charged.
The back cover is on correctly.
You're using the charger that came with your device.
You're using the battery that came with your device.
Your device is on the latest software version.
Uninstall any third-party apps that were installed around the time the issue began. If you uninstalled any apps, retest the issue.
Device won't charge
Make sure of the following:
The back cover is on correctly.
You're using a wall outlet to charge the device. Computers may not provide enough power to charge the battery.
The charging indicator shows the device is charging. Keep in mind, if your battery was completely drained, it may take up to 30 minutes for the charging indicator to show the battery is charging.
Your device is on the latest software version.
Check for the following:
Physical damage: Broken battery pins or corrosive material on the battery or device.
Liquid damage: Check the liquid damage indicator (LDI).
Try a different outlet, charger, or battery.
Different outlet works: You'll need to use the outlet that works to charge your device.
Different charger or battery works: You'll need to replace your battery or charger. We recommend using our store locator to find a local T-Mobile store that can replace the defective part. Please call ahead to make sure the store has replacement parts in stock.
Charging indicator is incorrectly showing charged
Check the liquid damage indicator (LDI).
Turn your device off.
Wait 5 seconds and then turn your device on.
Test the indicator when the device turns back on.
Uninstall any third-party apps that measure or read battery life, or any apps that were installed around the time the issue began. If you uninstalled any apps, retest the issue.
Reset your device.
Battery drains too fast
Large and bright touch screens, fast processors, apps, and syncing data all demand more and more from device batteries. Always check Tech specs to make sure you know what to expect from your device and battery.
We recommend charging your device once a day or more, if needed. Also, it is normal for lithium-based batteries to lose 20% over a year's use.
To help with battery life seeming to be short, follow these steps:
Make sure of the following:
Your device software and apps are on the latest versions.
You're using the battery and charger that came with your device.
Turn your device off.
Wait 5 seconds and then turn your device on.
If you're battery is still draining fast, continue troubleshooting.
Uninstall any apps that were installed around the time the issue began. If you uninstalled any apps, retest the issue.
Reset your device and retest the issue.
To prevent your battery or device from getting hot, we recommend you use the charger and battery that came with your device. You'll also want to make sure you avoid exposing your BlackBerry to extreme heat or cold temperatures.
KEYS DO NOT RESPOND
Buttons won't respond on an Android device
Troubleshoot keypad and button problems on an Android device.
If you need help performing any step, check the how-to guides for your device on the Phones page.
To fix this issue:
Make sure of the following:
Your device keypad isn't locked.
You're not using accessories such as covers, cases, or skins. If you are, remove them and retest the issue.
Your device is on the latest software version.
Check for stuck buttons. If a button appears to be stuck, gently wiggle the button from side to side with your finger to pop it back into place.
Check the liquid damage indicator (LDI).
Turn off your device.
Wait 5 seconds and then turn your device on to retest the issue.
Reset your device.
Battery problems on an Android device
Troubleshoot battery problems with your Android device, including problems with the device turning on or charging. Make sure you're not on your phone while troubleshooting.
If you need help performing any step, check the how-to guides for your device on the Phones page.
Phone won't power on
Make sure of the following:
You're using the battery and charger that came with your device.
Your device is on the latest software version.
Your power key isn't loose. If it is, check out Buttons won't respond on an Android device.
Check the following:
Liquid damage indicator (LDI):
Try to power on your device by pressing the power key for 15 seconds. If there is an audio or vibration cue when pressing the button, the device is powering on, but there is a screen problem. Check out Screen problems on an Android device.
Device restarts on its own or randomly turns off
Make sure of the following:
Your battery is full charged.
The back cover is on correctly.
You're using the charger that came with your device.
You're using the battery that came with your device.
Your device is on the latest software version.
Uninstall any third-party apps that were installed around the time the issue began. If you uninstalled any apps, retest the issue.
Device won't charge
Make sure of the following:
The back cover is on correctly.
You're using a wall outlet to charge the device. Computers may not provide enough power to charge the battery.
The charging indicator shows the device is charging. Keep in mind, if your battery was completely drained, it may take up to 30 minutes for the charging indicator to show the battery is charging.
Your device is on the latest software version.
Check for the following:
Physical damage: Broken battery pins or corrosive material on the battery or device.
Liquid damage: Check the liquid damage indicator (LDI).
Try a different outlet, charger, or battery.
Different outlet works: You'll need to use the outlet that works to charge your device.
Different charger or battery works: You'll need to replace your battery or charger. We recommend using our store locator to find a local T-Mobile store that can replace the defective part. Please call ahead to make sure the store has replacement parts in stock.
Charging indicator is incorrectly showing charged
Check the liquid damage indicator (LDI).
Turn your device off.
Wait 5 seconds and then turn your device on.
Test the indicator when the device turns back on.
Uninstall any third-party apps that measure or read battery life, or any apps that were installed around the time the issue began. If you uninstalled any apps, retest the issue.
Reset your device.
We recommend charging your device once a day or more, if needed. Also, it is normal for lithium-based batteries to lose 20% over a year's use.
To help with battery life seeming to be short, follow these steps:
Make sure of the following:
Your device software and apps are on the latest versions.
You're using the battery and charger that came with your device.
Turn your device off.
Wait 5 seconds and then turn your device on.
If you're battery is still draining fast, continue troubleshooting.
Uninstall any apps that were installed around the time the issue began. If you uninstalled any apps, retest the issue.
Reset your device and retest the issue.
To prevent your battery or device from getting hot, we recommend you use the charger and battery that came with your device. You'll also want to make sure you avoid exposing your BlackBerry to extreme heat or cold temperatures.
MEMORY CARD PROBLEMS
Can't access files on a memory card
Troubleshoot problems accessing files on your memory card.
If you need help performing any step, check the how-to guides for your device on the Phones page.
To fix this issue:
Make sure you're using a memory card your device supports. You can find this information in the user manual.
Turn the phone off.
Wait 5 seconds and turn the phone on.
Try to access the files on the memory card and continue troubleshooting if you can't.
If available, test the card in another device such as another mobile phone, digital camera, or other device:
Other device recognizes the memory card: Contact us for additional support.
Other device doesn't recognize the memory card: There's a problem with the memory card. We suggest reformatting the memory card to if this fixes the issue. If the memory card can't be read after it's been reformatted, it likely needs to be replaced.
POWER TROUBLESHOOTING
Battery problems on an Android device
Troubleshoot battery problems with your Android device, including problems with the device turning on or charging. Make sure you're not on your phone while troubleshooting.
If you need help performing any step, check the how-to guides for your device on the Phones page.
Phone won't power on
Make sure of the following:
You're using the battery and charger that came with your device.
Your device is on the latest software version.
Your power key isn't loose. If it is, check out Buttons won't respond on an Android device.
Check the following:
Liquid damage indicator (LDI):
Wait 5 seconds and then turn your device on.
Test the indicator when the device turns back on.
Uninstall any third-party apps that measure or read battery life, or any apps that were installed around the time the issue began. If you uninstalled any apps, retest the issue.
Reset your device.
We recommend charging your device once a day or more, if needed. Also, it is normal for lithium-based batteries to lose 20% over a year's use.
To help with battery life seeming to be short, follow these steps:
Make sure of the following:
Your device software and apps are on the latest versions.
You're using the battery and charger that came with your device.
Turn your device off.
Wait 5 seconds and then turn your device on.
If you're battery is still draining fast, continue troubleshooting.
Uninstall any apps that were installed around the time the issue began. If you uninstalled any apps, retest the issue.
Reset your device and retest the issue.
To prevent your battery or device from getting hot, we recommend you use the charger and battery that came with your device. You'll also want to make sure you avoid exposing your BlackBerry to extreme heat or cold temperatures.
MEMORY CARD PROBLEMS
Can't access files on a memory card
Troubleshoot problems accessing files on your memory card.
If you need help performing any step, check the how-to guides for your device on the Phones page.
To fix this issue:
Make sure you're using a memory card your device supports. You can find this information in the user manual.
Turn the phone off.
Wait 5 seconds and turn the phone on.
Try to access the files on the memory card and continue troubleshooting if you can't.
If available, test the card in another device such as another mobile phone, digital camera, or other device:
Other device recognizes the memory card: Contact us for additional support.
Other device doesn't recognize the memory card: There's a problem with the memory card. We suggest reformatting the memory card to if this fixes the issue. If the memory card can't be read after it's been reformatted, it likely needs to be replaced.
POWER TROUBLESHOOTING
Battery problems on an Android device
Troubleshoot battery problems with your Android device, including problems with the device turning on or charging. Make sure you're not on your phone while troubleshooting.
If you need help performing any step, check the how-to guides for your device on the Phones page.
Phone won't power on
Make sure of the following:
You're using the battery and charger that came with your device.
Your device is on the latest software version.
Your power key isn't loose. If it is, check out Buttons won't respond on an Android device.
Check the following:
Liquid damage indicator (LDI):
Charging port: If the port is loose, contact us.
Try to power on your device by pressing the power key for 15 seconds. If there is an audio or vibration cue when pressing the button, the device is powering on, but there is a screen problem. Check out Screen problems on an Android device.
Device restarts on its own or randomly turns off
Make sure of the following:
Your battery is full charged.
The back cover is on correctly.
You're using the charger that came with your device.
You're using the battery that came with your device.
Your device is on the latest software version.
Uninstall any third-party apps that were installed around the time the issue began. If you uninstalled any apps, retest the issue.
Device won't charge
Make sure of the following:
The back cover is on correctly.
You're using a wall outlet to charge the device. Computers may not provide enough power to charge the battery.
The charging indicator shows the device is charging. Keep in mind, if your battery was completely drained, it may take up to 30 minutes for the charging indicator to show the battery is charging.
Your device is on the latest software version.
Check for the following:
Physical damage: Broken battery pins or corrosive material on the battery or device.
Liquid damage: Check the liquid damage indicator (LDI).
Try to power on your device by pressing the power key for 15 seconds. If there is an audio or vibration cue when pressing the button, the device is powering on, but there is a screen problem. Check out Screen problems on an Android device.
Device restarts on its own or randomly turns off
Make sure of the following:
Your battery is full charged.
The back cover is on correctly.
You're using the charger that came with your device.
You're using the battery that came with your device.
Your device is on the latest software version.
Uninstall any third-party apps that were installed around the time the issue began. If you uninstalled any apps, retest the issue.
Device won't charge
Make sure of the following:
The back cover is on correctly.
You're using a wall outlet to charge the device. Computers may not provide enough power to charge the battery.
The charging indicator shows the device is charging. Keep in mind, if your battery was completely drained, it may take up to 30 minutes for the charging indicator to show the battery is charging.
Your device is on the latest software version.
Check for the following:
Physical damage: Broken battery pins or corrosive material on the battery or device.
Liquid damage: Check the liquid damage indicator (LDI).
Try a different outlet, charger, or battery.
Different outlet works: You'll need to use the outlet that works to charge your device.
Different charger or battery works: You'll need to replace your battery or charger. We recommend using our store locator to find a local T-Mobile store that can replace the defective part. Please call ahead to make sure the store has replacement parts in stock.
Charging indicator is incorrectly showing charged
Check the liquid damage indicator (LDI). If your device has liquid damage, contact us.
Turn your device off.
Wait 5 seconds and then turn your device on.
Test the indicator when the device turns back on.
Uninstall any third-party apps that measure or read battery life, or any apps that were installed around the time the issue began. If you uninstalled any apps, retest the issue.
Reset your device.
Battery drains too fast
Large and bright touch screens, fast processors, apps, and syncing data all demand more and more from device batteries. Always check Tech specs to make sure you know what to expect from your device and battery.
We recommend charging your device once a day or more, if needed. Also, it is normal for lithium-based batteries to lose 20% over a year's use.
To help with battery life seeming to be short, follow these steps:
Make sure of the following:
Your device software and apps are on the latest versions.
You're using the battery and charger that came with your device.
Turn your device off.
Wait 5 seconds and then turn your device on.
If you're battery is still draining fast, continue troubleshooting.
Uninstall any apps that were installed around the time the issue began. If you uninstalled any apps, retest the issue.
Reset your device and retest the issue.
Battery or device feels hot
Your device may get warm when charging, during long calls, using GPS, or using a lot of data over the T-Mobile network or on Wi-Fi.
To prevent your battery or device from getting hot, we recommend you use the charger and battery that came with your device. You'll also want to make sure you avoid exposing your BlackBerry to extreme heat or cold temperatures.
TOUCH SCREEN PROBLEMS
Screen problems on an Android device
Troubleshoot problems with the touch screen not responding, has a lagged response, or you have a dead spot on your screen. These problems can be due to physical damage, dust, or other issues.
If you need help performing any step, check the how-to guides for your device on the Phones page.
To fix this issue:
Make sure of the following:
Your device is on the latest software version.
You're not using any accessories such as screen protectors or cases. If you are, remove them and retest the issue.
You're using your fingertip.If you're using a stylus or finger nail, the capacitive touch screen cannot see that touch.
Your screen is clean from dirt or oil. The screen should feel smooth.
Check for the following:
Power: If your device doesn't turn on, check out Battery problems on an Android device for additional support.
Liquid damage: Check the liquid damage indicator (LDI). If your device has liquid damage, contact us.
Check if this problem happens when using multiple apps or a specific app:
If this problem happens when running multiple apps, see Manage memory for your BlackBerry device.
If this problem happens when running a specific app, uninstall that app and retest the issue.
Check if the screen problem is a dead spot:
If the dead spot stays in the same physical location, then the issue is hardware-related. Contact us for additional support.
If the dead spot moves when in landscape mode, then the issue is software-related. Reset the device.
If the issue persists, contact us for additional support.
Different outlet works: You'll need to use the outlet that works to charge your device.
Different charger or battery works: You'll need to replace your battery or charger. We recommend using our store locator to find a local T-Mobile store that can replace the defective part. Please call ahead to make sure the store has replacement parts in stock.
Charging indicator is incorrectly showing charged
Check the liquid damage indicator (LDI). If your device has liquid damage, contact us.
Turn your device off.
Wait 5 seconds and then turn your device on.
Test the indicator when the device turns back on.
Uninstall any third-party apps that measure or read battery life, or any apps that were installed around the time the issue began. If you uninstalled any apps, retest the issue.
Reset your device.
Battery drains too fast
Large and bright touch screens, fast processors, apps, and syncing data all demand more and more from device batteries. Always check Tech specs to make sure you know what to expect from your device and battery.
We recommend charging your device once a day or more, if needed. Also, it is normal for lithium-based batteries to lose 20% over a year's use.
To help with battery life seeming to be short, follow these steps:
Make sure of the following:
Your device software and apps are on the latest versions.
You're using the battery and charger that came with your device.
Turn your device off.
Wait 5 seconds and then turn your device on.
If you're battery is still draining fast, continue troubleshooting.
Uninstall any apps that were installed around the time the issue began. If you uninstalled any apps, retest the issue.
Reset your device and retest the issue.
Battery or device feels hot
Your device may get warm when charging, during long calls, using GPS, or using a lot of data over the T-Mobile network or on Wi-Fi.
To prevent your battery or device from getting hot, we recommend you use the charger and battery that came with your device. You'll also want to make sure you avoid exposing your BlackBerry to extreme heat or cold temperatures.
TOUCH SCREEN PROBLEMS
Screen problems on an Android device
Troubleshoot problems with the touch screen not responding, has a lagged response, or you have a dead spot on your screen. These problems can be due to physical damage, dust, or other issues.
If you need help performing any step, check the how-to guides for your device on the Phones page.
To fix this issue:
Make sure of the following:
Your device is on the latest software version.
You're not using any accessories such as screen protectors or cases. If you are, remove them and retest the issue.
You're using your fingertip.If you're using a stylus or finger nail, the capacitive touch screen cannot see that touch.
Your screen is clean from dirt or oil. The screen should feel smooth.
Check for the following:
Power: If your device doesn't turn on, check out Battery problems on an Android device for additional support.
Liquid damage: Check the liquid damage indicator (LDI). If your device has liquid damage, contact us.
Check if this problem happens when using multiple apps or a specific app:
If this problem happens when running multiple apps, see Manage memory for your BlackBerry device.
If this problem happens when running a specific app, uninstall that app and retest the issue.
Check if the screen problem is a dead spot:
If the dead spot stays in the same physical location, then the issue is hardware-related. Contact us for additional support.
If the dead spot moves when in landscape mode, then the issue is software-related. Reset the device.
If the issue persists, contact us for additional support.
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