Follow our step-by-step guides to help you get up and running with EE.
This guide contains troubleshooting steps and advice to help resolve issues that you may experience when the device freezes or does not respond.
After performing each step, please test to see if the issue is resolved.
If your phone is very low on power or has gone black for longer than just a few minutes and is unable to wake from sleep, then follow the below troubleshooting guide to solve problems with power first:
If you experience a sudden loss of performance after a few hours of operation, for no apparent reason, or experiencing unexplained processor usage reaching 100%, turn your phone off for around 30 minutes. This will allow the processor and memory chips time to cool down, and will clear the processor's cache memory. If you are unable to switch the phone off by conventional means, it is recommended to pull the battery (if possible).
If your phone freezes or crashes while using basic phone functions such as sending messages or making calls, try soft resetting the phone.This may help stop any unusual behaviour of the processor which may be causing the freezes. Follow the guide below to perform a soft reset:
If your device consistently freezes while using multiple apps, try closing all applications that may be running in the background. You can find instruction on how to close applications on your phone by using the following guide:
If, however, only a single app has stopped responding or closes on launch, try clearing the app cache or uninstalling the application. If this helps, then the problem is with that application. Make sure that the application is compatible with your device and, if necessary, contact the application supplier. For help, follow the guide below:
Walkthrough - Uninstall an Application
In some cases, device freezes may be related to a lack of free memory left on your phone. Check your available memory by following the below guide and if necessary delete some old files that you no longer using such as apps, music, pictures, or videos.
Custom backgrounds or screen savers may also cause phone crashes. Especially if they are not compatible with your device. Ensure that your wallpaper meets the requirements and the file size is not too big, as this can use up system memory. Test if this is causing the freezing issue by setting the default wallpaper.
Some settings on your phone use more processor cycles than others, such us auto-brightness or auto-lock. By disabling these settings and configuring them manually, you can save yourself from future device crashes or freezes. Try the following guides: