Problem to start up after a software update, a software repair or a factory data reset

Information / Solution

If you experience one of the following symptoms after you’ve updated the Xperia software or after you’ve performed a software repair or a factory data reset, read on to get suggestions on how to solve the problem:

The device seems to have frozen

To fix problems with a frozen device

1. If, for example, a warning triangle icon appears during start-up, wait for the start-up procedure to finish. A start-up procedure after a software update or repair might take up to 30 minutes. Do not manually restart your device during the start-up.
2. If the start-up still hasn't finished after 30 minutes, force the device to shut down.
3. Try turning the device back on.
4. If the device still doesn't finish the start-up procedure, force the device to shut down. Then perform a software repair using a computer and the Xperia Companion application. Note! All content on the internal memory of your device will be deleted during a software repair. Since your device couldn't finish the start-up, it's not possible to make a backup of its content.
5. You find detailed instructions about each step further down this page.
6. If the issue persist, your phone may need servicing.

The device restarts repeatedly

To fix problems with a device that restarts repeatedly

1. A start-up procedure after a software update or repair might take up to 30 minutes, and could include a few restarts. Do not manually restart your device during the start-up.
2. If the start-up still hasn't finished after 30 minutes, force the device to shut down.
3. Try turning the device back on.
4. If your device keeps restarting numerous times, for example, when the Sony Xperia logo is displayed, force the device to shut down.
5. Then perform a software repair using a computer and the Xperia Companion application. Note! All content on the internal memory of your device will be deleted during a software repair. Since your device keeps restarting, it's not possible to make a backup of its content.
6. You find detailed instructions about each step further down this page.
7. If the issue persist, your phone may need servicing.

The device does not start up

To fix problems with a device that does not start up

1. If your device doesn’t start at all after an update, a software repair or a factory data reset, force the device to restart.
2. If your device still doesn't start, perform a software repair using a computer and the Xperia Companion application. Note! All content on the internal memory of your device will be deleted during a software repair. Since your device doesn't start, it's not possible to make a backup of its content.
3. You find instructions about each step further down this page. Note! You can perform a software repair even if your Xperia device doesn't start.
4. If the issue persist, your phone may need servicing.

Detailed instructions

To force a device to turn off

• Press and hold down the power key and the volume up key simultaneously until the device emits three vibrations.

To force a device to restart

• Press and hold down the power key and the volume up key simultaneously until the device emits one vibration.

To perform a software repair

1. Computer: If not already installed, download and install the Xperia Companion application from here.
2. Open Xperia Companion.
3. Xperia device: Make sure your Xperia device is turned off.
4. Connect your Xperia device to the computer using a USB cable.
5. Computer: In Xperia Companion under Manage your Xperia, click Software repair.
6. Mark the My device cannot be detected checkbox, then click Next.
7. Follow the on-screen instructions.

Tip: If you don't remember your Google account username or password, you can try to recover them using the Google Account Recovery page at https://www.google.com/accounts/recovery/. If the issue persist, your phone may need servicing.