Student-Contributed Wiki

Student-Contributed Wiki

An awesome student from our education program made this wiki. It is not managed by iFixit staff.

Screen Won't Turn On ¶ 

There is a black blank screen. Nothing you do will turn it on.

Dead/Drained Battery ¶ 

Charge the phone by either plugging the charger into a wall outlet or a computer. If no sign of charging occurs this may mean you have a broken cable or a dead battery. First check if your cable is broken by getting another micro-USB cable and connect that to your phone. If it charges the old cable no longer works. If it does not charge, you may need to replace the battery. For instructions to replace the battery, go here.

Bad Display ¶ 

The phone may appear to be dead because the display screen has gone bad. If the phone has been dropped, exposed to water, otherwise damaged, or the screen has been cracked in any way, it is possible that the problem is the display and may need to be replaced. For instructions to replace the screen, go here.

Software Update ¶ 

If you are able to turn on your phone, verify that it is running the most recent software.

  • To check for an update, follow these steps:
    1. In Device Zone (i.e Sprint Zone, Boost Zone), swipe left to open Device Diagnostics.
    2. Tap System Updates.
    3. Tap Device Software.
    4. Tap check for update
      • If an update is available, follow the prompts to install.

Battery Life Drains Quickly ¶ 

Phone dies quickly after being fully charged; it does not last through the day.

Too Many Apps or Programs Running in the Background ¶ 

Even though you "close" an application it can still be running in the background. To save battery power you can turn on Power Saving mode, which disables apps from running in the background, among other things. You can also download the app super task killer. This app is free and shuts down unnecessary back ground apps that could be draining your battery.

  • To turn on Power Saving mode, follow these steps:
    1. In Device Zone (i.e Sprint Zone, Boost Zone), swipe left to open Device Diagnostics.
    2. Tap Usage.
    3. Tap Select Power Mode.
    4. Tap Apply.

*Note: If location services are enabled, they must be disabled manually. On the Select Power Mode prompt, tap the message, tap the Location switch to OFF and tap the Back key to return to Boost Zone.

  • To download the application, follow these steps:
    1. Tap All Apps icon.
    2. Find and Tap Play Store.
    3. Search for the application in the search bar.
    4. Tap Install.
      • If another window pops up, click accept.

Poor Phone Signal ¶ 

If you are in areas where your service is bad, your phone has to work harder to try to get a signal. To avoid draining your battery turn off your mobile data when you can.

Failure to Charge ¶ 

Phone is plugged in, but there is no charging symbol or is just a black screen and nothing happens.

Power Cord May Be Broken or Damaged ¶ 

If your phone is not charging, you may have a broken charging cable. If you can get another micro-USB cable, see if your phone will charge with a new cable. If your phone does not charge, see the next solution.

Dirty or Damaged USB Port ¶ 

If there is dust or lint in your usb port, this would cause an issue with the charger. To remove the dirt, blow into the port or use something small like a toothpick to clean it out if there is clearly large pieces of dirt.

If cleaning the port did not help, you may need to replace the USB port. For instructions on how to do so, go here.

*Note: If your phone still does not charge, your battery may be dead and you will need to replace it. For instructions to replace the battery, go here.

Phone is Acting Slow, Freezes, or Turns Off Suddenly ¶ 

You may be experiencing performance issues if it takes a while for your phone to respond or does not respond at all. The phone turns off or restarts suddenly. You receive error messages or you are unable to install or update applications.

Phone Needs to Restart ¶ 

Performing a soft reset will restart your phone, but no data or content is lost.

  • To soft reset, follow these steps:
    1. Press and hold the power button until device shuts off (logo appears and screen goes black).
    2. Repeat step 1 to turn device on (Screen turns on and you are able to use device).

Application Cache Needs to be Emptied ¶ 

When applications are used, they store data on your phone. This can potentially slow down your phone's performance. When the cache is cleared, it frees up space on your phone and improves the performance. Clearing the cache will not remove personal settings or information.

  • To clear the application cache, follow these steps:
    1. In Device Zone (i.e Boost Zone, Sprint Zone), swipe left to open Device Diagnostics.
    2. Tap Power Usage.
    3. Tap Battery Usage.
    4. Tap an application.
    5. Tap App info.
    6. Tap Clear cache .

*Caution: Make sure you choose Clear cache and NOT Clear data. Clearing the data will remove your personal settings and information.

SD Card is Unreadable ¶ 

Some of your apps and data may be stored on your SD card. Removing and putting the SD card back in will allow the phone to reread the card.

  • To remove the SD card, follow these steps:
    1. From the home screen (tap home button), tap the All Apps icon.
    2. Scroll to and tap Settings.
    3. Scroll to and tap Storage.
    4. Scroll to and tap unmount SD card.
    5. Tap OK.
    6. Remove the SD card.

*Note: You are replacing the same SD card, you do not need to get a new one.

  • You can use the sim card guide to remove the SD card, just remove the card on the left (SD card), not the right (sim card).

Close or Uninstall Applications ¶ 

Some apps run in the background when you are not using them and some apps consume more energy than others. Closing apps or uninstalling apps you do not use will free up some space on your phone and improve the performance. Some apps however cannot be uninstalled because they come pre-loaded on your phone.

  • To uninstall or close an app, follow these steps:
    1. In Device Zone (i.e Boost Zone, Sprint Zone), swipe to the left to open Device Diagnostics.
    2. Tap Power Usage.
    3. Tap Battery Usage.
    4. Tap the application you want to close or uninstall.
      • To close an application:
        1. Tap Force Stop.
      • To uninstall an application:
        1. Tap App Info.
        2. Tap Uninstall.
        3. Tap OK.

Software Update ¶ 

Verify that your phone is running the most recent software. Poor performance can happen if your phone is not up to date.

  • To check for an update, follow these steps:
    1. In Device Zone (i.e Sprint Zone, Boost Zone), swipe left to open Device Diagnostics.
    2. Tap System Updates.
    3. Tap Device Software.
    4. Tap check for update
      • If an update is available, follow the prompts to install.

Cannot Connect to Wifi ¶ 

You may have Wi-Fi connectivity issues if your phone can't connect to a wireless network, connects to a wireless network, but is unable to browse, or experiences limited connectivity when connected to Wi-Fi.

Wi-Fi is Turned Off ¶ 

Make sure you've turned on Wi-Fi on.

  • To check if the Wi-Fi is turned on, follow these steps:
    1. From the home screen, tap the All Apps icon.
    2. Scroll to and tap Settings.
    3. To turn Wi-Fi on, tap the Wi-Fi switch to ON.

Password is Incorrect ¶ 

If the wireless network password is incorrect or changes, your phone can't connect to the Wi-Fi network. Remove and reconnect to the network to make sure the password is correct.

  • To remove and reconnect to the network, follow these steps:
    1. From the home screen, tap the All apps icon.
    2. Scroll to and tap Settings.
    3. Tap Wi-Fi.
    4. Tap and hold the connected network.
    5. Tap Forget network
    6. Tap the network you want to connect to.
    7. Enter the correct password, then tap Connect.

Application Crashes ¶ 

Open an app, but nothing happens or it opens and closes right away.

Application Cache Needs to be Cleared ¶ 

Applications store data on your phone. Sometimes clearing the cache is all you need to refresh the app.

  • To clear the application cache, follow these steps:
    1. In Device Zone (i.e Boost Zone, Sprint Zone), swipe left to open Device Diagnostics.
    2. Tap Power Usage.
    3. Tap Battery Usage.
    4. Tap an application.
    5. Tap App info.
    6. Tap Clear cache .

*Caution: Make sure you choose Clear cache and NOT Clear data. Clearing the data will remove your personal settings and information.

Corrupt Application ¶ 

If clearing the cache did not work, the application may be corrupt and you will have to reinstall the application.

  • To uninstall the application, follow these steps:
    1. Tap All Apps icon.
    2. Find and Tap Play Store.
    3. Tap Play Store Menu.
    4. Tap My Apps.
    5. Find and Tap Preferred Application.
    6. Tap Uninstall.
    7. Tap Ok.
  • To install the application, follow these steps:
    1. Tap All Apps icon.
    2. Find and Tap Play Store.
    3. Search for the application in the search bar.
    4. Tap Install.
      • If another window pops up, click accept.

5 Comments

My on button will not work. I have to plug in the charger to get it on?

kat halverson - Reply

i have a similar problem, my phones power button doesn't work, when it is on it isn't much of a problem because i can work around it, but i can't boot up the phone without spending hours trying . any way i can boot it up without the power button?

awesomeme122 -

My camera app won't open and when it does it crashes as soon as it opens

Tommy Vasquez - Reply

i occasionally have that problem, usually restarting the device works.

awesomeme122 -

Phone gets to 4g black screen, will go no further....now what. It is only used for my kid to play games and YouTube...but still works....until now.

dsfan1968 - Reply

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