Factory Data Reset (Powered Off) - Nokia Lumia 928

A factory data 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.

Caution Perform a factory data reset only if absolutely necessary as it removes all data including:

  • Microsoft® account
  • System and app data
  • App settings
  • Downloaded apps
  • Media (Music, pictures and videos, etc.)


Note An alternate reset method is available if the device can be powered on and is responsive.

  1. Ensure that the device is powered off.
  2. Press and hold the Volume Down button (located on the right-edge of the device; above the power button) until instructed to release in step 4.
  3. Press and hold the Power button until the device vibrates (approximately 2 seconds) then release.
    Note Alternatively, connect the device to an approved USB charger while continuing to hold the volume down button.
  4. When the restore screen appears (exclamation mark), release the Volume Down button.
  5. From the restore screen, press then release the following buttons to initiate the reset process:
    1. Volume Up
    2. Volume Down
    3. Power
    4. Volume Down
    Note Allow several minutes for the process to complete (rotating gears appear on the display to indicate that the reset is in process).
    Note If applicable, set up your device.