A factory data (hard) reset may help with a blank or frozen screen, apps crashing or freezing, keypad/touchscreen problems, can't hear, device making noises, can't make or receive calls, and device won't sync. Our Troubleshooting Assistant
can help you with other device issues if you aren't currently using the tool.
- Perform a factory data reset only if absolutely necessary as it removes all data including:
- This reset requires at least 50% battery level if not connected to an external power source and 20% or more if connected.
An alternate reset method is available if the device is unresponsive or won't power on.
- From the Start screen, tap the right arrow (located on the bottom right; may require scrolling).
- Tap Settings.
- Tap about.
- Tap reset your phone.
- Tap yes.
- Tap yes to confirm.
Allow up to 1 minute for the process to complete.
To set up the device after the reset has completed, refer to Initial Activation and Setup.