Sony Xperia XZ2 Bedienungsanleitung

Troubleshooting guide

Why doesn't the touchscreen react to small finger movements? (Xperia

XZ2 series)

You might experience that the touchscreen does not react to touch when using narrow

movements or swipes.

This is improved in software build number:

51.1.A.4.265 or higher for Xperia XZ2 and Xperia XZ2 Compact.

52.0.A.3.126 or higher for Xperia XZ2 Premium.

Tip: To check your device's current software version, find and tap Settings > System > About

phone > Build number.

Tap or click for information about new software updates for Xperia XZ2, Xperia XZ2 Compact

or Xperia XZ2 Premium.

Note! Software updates are released at different times depending on the operator, market, region

or country. Therefore, we cannot give you an exact date for when a specific update will be

available for your device. In addition, network operators and specific markets may choose not to

use the updates for specific models.

Affected Xperia devices

Xperia XZ2

Xperia XZ2 Compact

Xperia XZ2 Premium

Affected software versions

51.1.A.4.225 or lower (Xperia XZ2 and Xperia XZ2 Compact)

52.0.A.3.84 or lower (Xperia XZ2 Premium)

I cannot power on my device

If your Xperia device doesn't respond when you try to turn it on, try these actions one after the

other. Verify after each action whether the problem was solved before trying the next one.

Allow your device enough time to start. Press and hold down the power key until the device

vibrates and then release it. It may take up to 10 seconds before the device vibrates.

Make sure that your Xperia device is charged. If the battery is drained, it may take up to 30

minutes for your device to respond to the charging. During this time, the screen remains dark,

not showing the charging icon. Also note that it can take up to 4 hours for a drained battery to

charge fully.

If you have trouble charging your Xperia device, start by making sure that you are using an

original Sony charger and a USB Type-C cable specifically intended for charging your device. Try

to charge the device with a different USB cable connected to the USB port of a computer. If the

device starts to charge, this may be a sign that the charger is not working properly.

If there is a memory card in your device, remove it and restart the device. If removing the

memory card solves the issue, your SD card may be damaged. In this case you need to get a

replacement SD card for your Xperia device.

You can force your device to restart or shut down in situations where it stops responding or

won't restart normally. No settings or personal data get deleted during a forced restart.

To force the device to restart or shut down

1. Long press the power key and the volume up key at the same time until your device

vibrates.

2. Depending on whether you wish to force the device to restart or shut down, proceed as

follows.

If you wish to force restart the device: Release the keys at this point. The device

restarts.

If you wish to force shut down the device: Continue pressing the keys. After a

few more seconds, the device vibrates 3 times and turns off.

To turn on your device

3. Long press the power key until the device vibrates.

4. Enter your SIM card PIN when requested, then tap (Done icon) .

5. Wait a moment for the device to start.

If a forced restart procedure doesn't succeed, you should try the 2-minute restart procedure.

To force a 2-minute restart

1. Press and hold down both the volume up key and the power key for 2 minutes, ignoring

any vibrations.

2. Release the keys. The device turns off automatically.

3. Charge the device until a charging icon appears on the screen.

4. Turn on your Xperia device.

It is recommended to back up and synchronise your important data with a Google account.

Use the Xperia Companion computer application to perform a software repair to reset your

device. Note that all data is deleted from the internal storage of your device when you perform

a software repair. Content that you have saved on an external SD card, such as photos, videos

and music, is not deleted.

To back up your data using a computer

1. Unlock the screen of your device and connect your device to the computer using a USB

cable.

2. On the computer, select which files to back up, then copy and paste or drag and drop

the files to a location on your PC.

To back up and synchronise apps, phone settings, and call history

3. Find and tap Settings > System > Advanced > Back up .

4. Tap the switch to enable the function. Your app data, device settings, and call history

will be backed up automatically.

You can also enable backup from the settings menu in Google Drive. You can

synchronise your app data, device settings, and call history automatically by logging

in to the Google account used to synchronise data on your old device. When you

power on your new device for the first time, log in to the Google account during the

setup wizard.

To repair the device software using Xperia Companion

Before performing a software repair, make sure you know your Google account

username and password. Depending on your security settings, you may need to enter

them in order to restart the device after a software repair.

5. Make sure that Xperia Companion is installed on your PC or Mac.

6. Open the Xperia Companion software on the computer and click Software repair on the

main screen.

7. Follow the on-screen instructions to reinstall the software and complete the repair.

The device gets hot

If you use your device to talk, transmit data, or play games or music for an extended time, the

device may get hot. This is normal because in these conditions the device uses more power than

usual and therefore generates more heat.

Update your device to ensure that you have optimal performance and the latest enhancements.

I cannot unlock my screen

If you forget your screen lock PIN, password or pattern, you can reset your Xperia device using

either the Find My Device app from Google or the Xperia Companion computer application.

Read about the requirements and results of each option below, and choose the method that suits

you best.

Reset your Xperia device with Find My Device.

oRequirements: This reset method requires that your device is turned on, has

internet access and that Find My Device is turned on in your device. A Google

account has to be registered on your device and you need to know the account

username and password. You also need access to a computer or a mobile device

with an internet connection.

oResults: All user data on the internal memory of your device will be deleted,

including downloaded apps, photos, and device settings. Unless you remove the

SD card before you reset your device, user data on the card will in most cases be

deleted.

To reset your device using Find My Device

If you’re using your Xperia device in a corporate environment, your IT

department may have enforced encryption on the SD card. In this case, the

content of the SD card is erased or made unreadable when you perform a

reset, even if you remove the card beforehand.

1. Turn off your Xperia device and remove the SD card to avoid deleting user data

from the card.

2. Turn on the device and make sure that you have an active Wi-Fi or mobile data

connection.

3. On a computer or in a mobile browser, go to the sign-in page for Find My Device

4. Sign in to the Google account that is registered on your device.

5. Erase all content from the device by following the on-screen instructions.

Remember that this action will delete all user data on the internal memory of

your device.

6. After you remotely erase the content, you can set up your device again with

your Google account and a new screen lock.

Reset your Xperia device with the Software repair feature in the Xperia Companion

computer application.

oRequirements: This method requires that you have access to a computer with an

active internet connection. You need a USB cable to connect your device to the

computer, and your device must have a minimum charge level of 80%.

oResults: All user data on the internal memory of your device will be deleted,

including downloaded apps, photos, and device settings. Content on the SD card

will not be deleted.

To repair the device software using Xperia Companion

Before performing a software repair, make sure you know your Google

account username and password. Depending on your security settings, you

may need to enter them in order to restart the device after a software repair.

1. Make sure that Xperia Companion is installed on your PC or Mac.

2. Open the Xperia Companion software on the computer and click Software repair

on the main screen.

3. Follow the on-screen instructions to reinstall the software and complete the

repair.

The touchscreen isn't working properly

There are a number of solutions that you can try if your touchscreen is over-sensitive, acts on its

own, is unresponsive or has poor sensitivity.

The touchscreen’s performance may be affected by dirt, heat or the use of device covers or

screen protectors:

oIf you have applied a screen protector on your device, make sure that it is properly

fitted and that there are no air bubbles, dust or moisture under the screen

protector.

oRemove any protective case or cover from your device to verify it's not interfering

with the touchscreen.

oWipe the screen with a clean and dry cloth to make sure that your touchscreen is

clean. Make sure that your hands and fingers are clean and dry before using the

touchscreen.

oIf the device gets too hot, the touch functionality may be affected. Let it cool off

and then try using the touchscreen again.

Turn off your device and then turn it back on. By doing this you turn off all running applications

and free up memory, which sometimes automatically solves the issue.

You can force your device to restart or shut down in situations where it stops responding or

won't restart normally. No settings or personal data get deleted during a forced restart.

To force the device to restart or shut down

1. Long press the power key and the volume up key at the same time until your device vibrates.

2. Depending on whether you wish to force the device to restart or shut down, proceed as

follows.

If you wish to force restart the device: Release the keys at this point. The device

restarts.

If you wish to force shut down the device: Continue pressing the keys. After a

few more seconds, the device vibrates 3 times and turns off.

To turn on your device

3. Long press the power key until the device vibrates.

4. Enter your SIM card PIN when requested, then tap (Done icon) .

5. Wait a moment for the device to start.

If your device supports Glove mode, make sure that the feature is turned off when you're not

wearing gloves.

To turn off Glove mode

0. Find and tap Settings > Display > Advanced > Glove mode .

1. Tap the switch to disable Glove mode .

If the problem occurs when your device is charging, make sure that you are using an original

Sony charger and a USB cable specifically intended for charging your device. Other chargers may

have a negative impact on the functionality of the touchscreen.

If there is a memory card in your device, remove it and restart the device. If removing the

memory card solves the issue, your SD card may be damaged. In this case you need to get a

replacement SD card for your Xperia device.

Use Safe mode to check if any downloaded applications are causing the problem. In Safe mode ,

your device only starts with software and applications that were already installed when you

purchased your device. If the device’s performance improves in Safe mode , it’s likely that one

or more of your post-purchase downloaded applications are affecting the device negatively. You

can exit Safe mode and restart the device to uninstall the application or applications that you

suspect are causing the problem. If the problem is recent and you're not sure which application

is causing the problem, you can start by uninstalling the most recently downloaded application.

To enable Safe mode

0. While the device is turned on, long press the power key.

1. In the dialog that appears, touch and hold Power off , then tap OK .

2. Wait for the device to restart in Safe mode .

To exit Safe mode , restart the device.

To uninstall an application from the Application screen

Only downloaded apps can be fully uninstalled.

3. Touch and hold the app icon until the device vibrates.

4. In the menu that opens, tap (Uninstall app icon) > OK .

Carry out a quick test to assess the touchscreen functionality on your Xperia device.

To carry out a test

0. Find and tap Settings > Support .

1. Select the Tests tab and choose a test from the list.

2. Follow the instructions to carry out the test, then tap YES or NO depending on whether

you passed the test or not.

Update your device to ensure that you have optimal performance and the latest enhancements.

Read more about how to update and find the latest software version.

It is recommended to back up and synchronise your important data with a Google account.

Use the Xperia Companion computer application to perform a software repair to reset your

device. Note that all data is deleted from the internal storage of your device when you perform

a software repair. Content that you have saved on an external SD card, such as photos, videos

and music, is not deleted.

To back up your data using a computer

0. Unlock the screen of your device and connect your device to the computer using a USB cable.

1. On the computer, select which files to back up, then copy and paste or drag and drop

the files to a location on your PC.

To back up and synchronise apps, phone settings, and call history

2. Find and tap Settings > System > Advanced > Back up .

3. Tap the switch to enable the function. Your app data, device settings, and call history

will be backed up automatically.

You can also enable backup from the settings menu in Google Drive. You can

synchronise your app data, device settings, and call history automatically by logging

in to the Google account used to synchronise data on your old device. When you

power on your new device for the first time, log in to the Google account during the

setup wizard.

To repair the device software using Xperia Companion

Before performing a software repair, make sure you know your Google account

username and password. Depending on your security settings, you may need to enter

them in order to restart the device after a software repair.

4. Make sure that Xperia Companion is installed on your PC or Mac.

5. Open the Xperia Companion software on the computer and click Software repair on the

main screen.

6. Follow the on-screen instructions to reinstall the software and complete the repair.

Check to see if the screen has been physically damaged in any way. If any damage has occurred,

My device freezes or applications suddenly shut down

Downloaded applications can cause your device to behave unexpectedly or affect its

performance. Use Safe mode to check if any downloaded applications are causing the problem.

In Safe mode , your device only starts with software and applications that were already installed

when you purchased your device.

To enable Safe mode

1. While the device is turned on, long press the power key.

2. In the dialog that appears, touch and hold Power off , then tap OK .

3. Wait for the device to restart in Safe mode .

To exit Safe mode , restart the device.

If the device’s performance improves in Safe mode , it’s likely that one or more of your post-

purchase downloaded applications are affecting the device negatively. You can exit Safe mode

and restart the device to uninstall the application or applications that you suspect are causing

the problem. If the problem is recent and you're not sure which application is causing the

problem, you can start by uninstalling the most recently downloaded application.

To uninstall an application from the Application screen

Only downloaded apps can be fully uninstalled.

1. Touch and hold the app icon until the device vibrates.

2. In the menu that opens, tap (Uninstall app icon) > OK .

Update your device to ensure that you have optimal performance and the latest enhancements.

Read more about how to update and find the latest software version.

Perform a factory data reset. This is sometimes the best solution if your device stops functioning

properly, but note that it will delete all personal content saved on the internal memory of your

device. Make sure to back up data that you want to keep.

To back up your data using a computer

1. Unlock the screen of your device and connect your device to the computer using a USB

cable.

2. On the computer, select which files to back up, then copy and paste or drag and drop

the files to a location on your PC.

To back up and synchronise apps, phone settings, and call history

3. Find and tap Settings > System > Advanced > Back up .

4. Tap the switch to enable the function. Your app data, device settings, and call history

will be backed up automatically.

You can also enable backup from the settings menu in Google Drive. You can

synchronise your app data, device settings, and call history automatically by logging

in to the Google account used to synchronise data on your old device. When you

power on your new device for the first time, log in to the Google account during the

setup wizard.

To perform a factory data reset

To avoid permanent damage to your device, do not interrupt a factory data reset

procedure.

5. Back up any important data that is saved on the internal memory of your device to a

memory card or other non-internal memory. If you have any encrypted files stored on

an SD card, you should also remove the encryption to ensure you can still access them

after the reset.

6. Find and tap Settings > System > Advanced > Reset options .

7. Tap Erase all data (factory reset) > Reset phone .

8. If required, draw your screen unlock pattern or enter your screen unlock password or

PIN to continue.

9. To confirm, tap Erase everything .

Your device does not revert to an earlier software version of Android when you

perform a factory data reset.

The sound during calls is bad

If you experience that the sound quality is bad during calls, try these actions one after the other.

Verify after trying each action whether the problem was solved before trying the next one.

Check the network signal strength in the status bar to make sure your device is connected to a

network. If the signal is weak or you have no signal, move to an open location that is free from

obstructions, or get close to a window.

If your Xperia device uses a cover or a case, remove it to see if the sound quality improves.

Make sure that your hand isn’t covering the phone microphone, and check that there is no

water or dust blocking the microphone or the area around the microphone.

Turn off your device and then turn it back on. By doing this you turn off all running applications

and free up memory, which sometimes automatically solves the issue.

Make a call to another phone to confirm that there isn’t a problem with the ear speaker of the

phone you were calling when the problem arose. If possible, make a call with a different SIM

card, to make sure that your current SIM card isn’t defective or old.

If the suggested solutions do not work, try the following actions:

Carry out a quick test to verify that the microphone and ear speaker are working properly.

To carry out a test

1. Find and tap Settings > Support .

2. Select the Tests tab and choose a test from the list.

3. Follow the instructions to carry out the test, then tap YES or NO depending on whether

you passed the test or not.

Use Safe mode to check if any downloaded applications are causing the problem. In Safe mode ,

your device only starts with software and applications that were already installed when you

purchased your device. If the device’s performance improves in Safe mode , it’s likely that one

or more of your post-purchase downloaded applications are affecting the device negatively. You

can exit Safe mode and restart the device to uninstall the application or applications that you

suspect are causing the problem. If the problem is recent and you're not sure which application

is causing the problem, you can start by uninstalling the most recently downloaded application.

To enable Safe mode

1. While the device is turned on, long press the power key.

2. In the dialog that appears, touch and hold Power off , then tap OK .

3. Wait for the device to restart in Safe mode .

To exit Safe mode , restart the device.

To uninstall an application from the Application screen

Only downloaded apps can be fully uninstalled.

4. Touch and hold the app icon until the device vibrates.

5. In the menu that opens, tap (Uninstall app icon) > OK .

Update your device to ensure that you have optimal performance and the latest enhancements.

Read more about how to update and find the latest software version.

Perform a factory data reset. This is sometimes the best solution if your device stops functioning

properly, but note that it will delete all personal content saved on the internal memory of your

device. Make sure to back up data that you want to keep.

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