Article ID : SX517802 / Last Modified : 11/27/2019

My Xperia has issues after a software update, a software repair or factory reset

    IMPORTANT: This article applies only to specific products and/or operating systems. Check Applicable Products and Categories for details.

    Solution

    Check the steps below if your Xperia® device exhibits the following issues after you've done a software update or repair, or factory reset.

    The device freezes

    1. If a warning sign 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. Don't manually restart your device during the start-up.
    2. If the start-up still hasn't finished after 30 minutes, force shut off the device then try to turn it back on.
    3. If the issue still occurs, force shut off the device then perform a software repair using a computer and the Xperia Companion application.
      • WARNING! All files stored in the internal memory of your device will be deleted during a software repair. Since your device couldn't finish the start-up procedure, it's not possible to back up your files.

    The device 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 shut off the device then try to turn it back on.
    3. If your device still keeps restarting numerous times, for example, when the Xperia logo is displayed, force the device to shut down.
    4. Perform a software repair using a computer and the Xperia Companion application.
      • WARNING! All files stored in the internal memory of your device will be deleted during a software repair. Since your device couldn't finish the start-up procedure, it's not possible to back up your files.

    The device won't turn on

    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.
      • WARNING! All files stored in the internal memory of your device will be deleted during a software repair. Since your device couldn't finish the start-up procedure, it's not possible to back up your files.

      • You can perform a software repair even if your Xperia device doesn't start.

    Note: If issues still occur after performing the steps above, contact us.

    Additional information

    Check these steps in case you need to perform the following:

    Force shut-off the device

    • Press and hold the power and the volume up button simultaneously until the device makes three vibrations.

    Force the device to restart.

    • Press and hold the power and the volume up button simultaneously until the device makes one vibration.

    Perform a software repair

    1. Download and install the Xperia Companion application on your computer.
      • Launch the application after it's installed.
    2. Turn off your Xperia device then connect it to your computer using a USB cable.
    3. On the Xperia Companion application, under Manage your Xperia, click Software repair.
    4. Mark the My device cannot be detected check box, then click Next.
    5. Follow the on-screen instructions.

    If you can't remember your Google™ account username or password, you can try to recover them using the Google Account Recovery. If you still can't reactivate your device.contact us.