Valid for
- Android™ 13
- Android 12
- Android 11
- Android 10
There are occasions when apps crash or don't work correctly. The possible causes are numerous and can include, for example, compatibility issues, unknown bugs, conflicts with other installed apps, or an Internet connection failure.
Try these actions one after the other. Verify whether the problem was solved after each step before trying the next one.
Force the app to stop and then try to open it again
- Find and tap Settings → Apps & notifications → App info.
- Find and tap the app that you want to stop.
- Tap FORCE STOP.
Update the app on the Google Play™ Store
- Find and tap Play Store.
- Drag the left edge of the screen to the right, then tap My apps & games.
- Select the app that you want to update, then tap UPDATE.
Turn off Airplane mode
- If the app requires an internet connection (an online app), make sure that Airplane Mode is turned off and that your device has a working internet connection.
- Find and tap Settings → Network & Internet.
- Tap the switch beside Airplane mode to turn the feature off.
Clear cache from an app
- Clear the cache for the app to delete temporary files in the app's memory.
- Find and tap Settings → Apps & notifications → App info.
- Find and tap the app that you want to clear the cache from.
- Tap Storage & cache → CLEAR CACHE.
Note: You will not lose any personal data by clearing the cache. The option to clear the application cache is not available for all applications.
Clear data from an app
- Clear all the app data to reset the app to its state when you first installed it. App content saved on an SD™ card (external memory card) may not be deleted.
- Find and tap Settings → Apps & notifications → App info.
- Find and tap the app that you want to clear data from.
- Tap Storage & cache → CLEAR STORAGE.
Note: When you clear data from an app, you delete any personal data stored for this particular app. You also delete the cache for the app. Make sure you back up all important personal data linked to the app.
Turn off STAMINA mode
- To save battery power, STAMINA mode disables some functions on your device. This may affect app performance. For example, apps for streaming or GPS navigation may shut down when the screen is turned off.
- Find and tap Settings → Battery → STAMINA mode.
- Tap the TURN OFF NOW button.
Reinstall an app
WARNING! Any data saved in the app will be erased.
- Touch and hold the app that you want to uninstall.
- To see your options, start dragging the app.
- Drag the app to Uninstall at the top of the screen. If you don't see Uninstall, you can't uninstall the app.
- Lift your finger.
- Restart your Xperia® device.
- Download the app from Google Play and reinstall it on your Xperia phone.
Note:
- By reinstalling an app, you also delete any personal data stored by the app. Make sure you back up all critical personal data linked to the app before you reinstall an app.
- You may not be able to reinstall pre-installed apps.
Check for new software
- If you use a phone with multiple users, make sure you are logged in as the owner.
- Make sure your phone is connected to the internet. It is recommended to use a Wi-Fi network instead of a mobile network to download new software to avoid data traffic costs.
- Find and tap Settings → System → Advanced → Software update → SYSTEM.
- If a system update is available, tap UPDATE.
Perform a factory data reset
If there is a problem with an app that is not possible to uninstall, perform a software update. If your Xperia phone already has the most recent software, perform a factory data reset.
- Find and tap Settings → System → Advanced → Reset options → Erase all data (factory reset) → Delete all data.
- If required, draw your screen unlock pattern or enter your screen unlock password or PIN to continue.
- Tap Delete all data.
Note: When you perform a factory data reset, you erase all personal data stored on the internal storage of your Xperia phone. Make sure you always back up data stored on the internal storage you want to keep before performing a factory data reset. Any data encrypted by the phone on an SD card (memory card) will be unreadable after a factory data reset.
Contact an app developer
- If the app was not downloaded from the Google Play™ Store, it might not be fully compatible with your Xperia® phone. Contact the app developer for further information or to report your issues. The developer's email address is normally given in the app description.
- Find and tap Play Store.
- Search for the app by name.
- Find and tap the app from your search results.
- Scroll to the bottom of the page.
- Find the contact details under DEVELOPER.
Find app reviews
- If the app was downloaded from the Google Play™ Store, you could contact the app developer to inquire for more information and report the issue. You typically find the developer's contact details at the bottom of the app's page under DEVELOPER in the Google Play™ Store.
- Find and tap Play Store.
- Search for the app by name.
- Find and tap the app from your search results.
- Find and tap ALL REVIEWS.
- To sort reviews, tap Most helpful first and select an option.
- To filter reviews by device type or app version, tap Options and select an option.
