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Android: Unresponsive / frozen phone troubleshooting


Understanding the Issue


Related errors

  • Touch screen does not respond to touches quickly.
  • Slowness when sending a text message.
  • Web pages take longer to load.
  • Device restarts, or turns off and turns back on.
  • Device is slow, sluggish, frozen, crashes, locks up, or randomly stops.

Possible causes

The device may seem to freeze, lock up, or have slow performance. There are several possible causes for this:

  • Expecting device to be faster than it really is
  • Low internal memory
  • Programs running in background
  • These problems can occur even on properly working Android devices from all carriers and manufacturers. The most common cause of the problems are listed above and can be fixed with the steps below.

    Resolution Steps


    Part 1: Beginning troubleshooting

    To start making your device work properly, follow these steps:

    1. Think about the pattern of device slowness or errors, and what programs were open in the background. Use this to focus on device functions and apps that are not working correctly. Based on the symptoms, you may want to start with the following related docs:
      • Device crashes or freezes during start up: Android.
      • Force close error or process stops unexpectedly: Android.
      • Use Safe Mode to stop a force close loop: Android.
    2. Have realistic expectations for how responsive the device should be:
      • It is normal for the device to pause while opening programs or performing tasks, such as sending texts and browsing the Internet.
      • Web pages, email, and apps that access the Internet may load slowly depending on the network.
      • The device is not as fast or responsive as a computer.
      • Telus cannot troubleshoot slowness in third-party applications. Please contact the app developers.
      • You need to manage the memory regularly for the device to work properly.
      • If you used a slow SD card or an SD card from an older phone, it may cause the device to run slowly or apps to crash.
    3. Check the documents for your device to see if a software update is available. Install any available updates.
      • Important: Do NOT install non-Telus software (otherwise known as "rooting"). Rooting your device voids your device warranty, and Telus cannot support it.
    4. Check the documents for your device. If there is a document with the problem or error you are having, follow it before continuing here.
    5. Save the steps for how to manage memory on Android. Follow them regularly.
    6. If the problem continues, move on to Part 2: Advanced troubleshooting.

    Part 2: Advanced troubleshooting

    You must rule out apps, settings, and corrupted personal data that may cause the problem. To do this, follow these steps:

    1. If steps are available in your device space, wipe the cache partition to clear system memory. Test for resolution. If issue is unresolved or symptoms are intermittent, continue to the next steps.
    2. Remove the battery and memory card from the device.
    3. Reinsert the battery (not the memory card), and turn on the device.
    4. For devices running Android 2.1 or higher, you must disable automatic restore..
      1. From the Home screen, press Menu.
      2. Select Settings.
      3. Select Privacy.
      4. Verify both the Back up my settings and Automatic restore check boxes are not selected.
    5. Perform a master reset. See steps for your device.
      • When the device resets, bypass the setup wizard. If you personalize or sign into the Google account, the device may automatically reinstall previously-downloaded apps that caused the issue.
      • For Motorola devices, create a new MOTOBLUR account after the reset. Do not sign in to the old one, in case the settings in it are corrupt.
    1. Sign in to the Gmail account with your contacts from Accounts & Sync:
      1. From the Home screen, press the Menu key.
      2. Touch Settings.
      3. Touch Accounts & sync.
      4. Touch Add account, and then Gmail.
      5. Add your primary Gmail account that has your contacts. Do not add additional accounts yet.
    1. Use the device without installing:
      • NO Apps
      • NO Email or additional Gmail accounts (You can still access webmail through the browser.)
      • NO Facebook or other sync services
      • NO Memory cards
        Note: This testing period is necessary to test the device.
    1. If the issue continues with no apps, accounts, or memory cards installed, then see:



There are NO third-party apps installed,
And NO email accounts (other than the primary Gmail)
And NO facebook or sync services,
Ane NO memory card installed.

  1. Review documents and discussions for your device that relate to your issue.
  2. See Contact Us for options to contact Customer Care

You have installed at least one app, email account (other than the primary Gmail), facebook or other sync service, or a memory card

  1. Be advised that we need to determine what is causing the issue, and the things you are adding to the device are the most likely causes
  2. Restart troubleshooting the issue from the beginning.


  1. If the issue does not continue during the hour test period, the device works properly. Re-install things carefully to determine what caused the problem.
    • Manage your memory from now on.
      Save these steps and follow them regularly: manage memory on Android.
    • Re-install the memory card first.
      If the issue returns, you may have a corrupt memory card. Try to:
      1. Back up files on your memory card to a computer.
      2. Format your memory card.
      3. Re-insert the memory card, and use it as normal.
      4. If the issue returns, purchase a new memory card.
    • Add email and sync accounts one at a time.
      Adding too many accounts can use up the memory on the device. Some devices have less memory and do not work well with syncing a lot of data.
    • Install apps one at a time.
      Many apps cause software problems on phones that work properly. Test each app you install for a few days before installing the next ones. If the issue returns, then the newest app likely caused the issue. Contact the developer and remove the app.