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Tips & Tricks

Troubleshoot, find support articles, run tests directly on your phone with the support application.
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Phone (XZ3) won't respond or turn off

SOLVED
Visitor
Message 1 of 4
729 Views
Message 1 of 4

Phone (XZ3) won't respond or turn off

Hi there. I was checking my SMS when my phone froze for no reason (about 1 hour ago). The screen has remained on and the flashing cursor no longer flashes. The touchscreen does not respond and the none of the buttons on the sides of the device respond either. Unfortunately, this includes the on/off button. I've tried to do a long press to force the device to turn off but this has not worked either. I don't know how to open the case to remove the battery and would not be comfortable doing so. Has anyone got any ideas to help?

 

 

1 ACCEPTED SOLUTION

Accepted Solutions
Message 2 of 4
722 Views
Message 2 of 4

Re: Phone (XZ3) won't respond or turn off

Please press and hold Power + Volume Up together for a few seconds. This should force a restart.

 

Do not open the phone in any case as it would void your warranty.
If the phone would really be dead it's a case for the warranty.

3 REPLIES 3
Message 2 of 4
723 Views
Message 2 of 4

Re: Phone (XZ3) won't respond or turn off

Please press and hold Power + Volume Up together for a few seconds. This should force a restart.

 

Do not open the phone in any case as it would void your warranty.
If the phone would really be dead it's a case for the warranty.

Visitor
Message 3 of 4
719 Views
Message 3 of 4

Re: Phone (XZ3) won't respond or turn off

Thank you very much! I did not know about this method. As it happens, just as I was about to try it my phone died (presumably as the battery was depleted). If the same problem recurs, I will try this out.

Highlighted
Message 4 of 4
705 Views
Message 4 of 4

Re: Phone (XZ3) won't respond or turn off

Let's hope the same problem doesn't occur again Slightly smiling Face

I've never encountered such a problem with my XZ3 so hopefully you won't again, either Grinning Face