Article ID : 00237320 / Last Modified : 09/14/2021

Mobile apps are crashing, freezing or running slowly

    IMPORTANT: This article applies only to specific products and/or operating systems. Check Applicable Products and Categories for details.

    Disclaimer: Downloaded apps that have not been downloaded from the Google Play store may not be fully compatible with your device. If the steps in this article didn't solve the issue, please contact the app developer for more information.

    What to do when a mobile app stops working properly

    Mobile apps can misbehave for various reasons (e.g., poor internet connection, insufficient storage or software glitches). An app can freeze, crash or take a long time to respond. Fortunately, you can usually fix these issues by following simple steps. Give each step a try and check whether the problem has been resolved after each step.

    Note: The following steps may differ depending on the Android version. To check your smartphone's Android version, find and tap SettingsAbout phoneAndroid version. If you do not see About phone under Settings, tap System instead.

    Force stop, then restart the app

    To force stop an app


    Update the app on your phone

    If not done already, update the app to the latest version using the Google Play store. Furthermore, make sure your Xperia phone is running the latest software.

    Note:  Not all apps can be updated on Google Play.


    Clear the app cache or app data

    Clear the app's cache to delete any temporary files in the app's memory that may be causing the problem. You will not lose any personal data by clearing the cache.

    Alternatively, you can go a step further and clear all app data that the app has saved since you started using it. Note that all personal data saved by the app, such as login information and settings, will be erased.

     To clear application cache

     To clear application data 

    Hint: Did you know that the camera on your phone is also an app? If the Camera app (called Photography Pro in newer models) doesn't start, try clearing its cache. If this doesn't help, clear storage/data.


    Reset the app

    Uninstall all updates for the app to reset the app. All personal data saved by the app, such as login information and settings, will be deleted. If possible, update the app again on Google Play. You can also try to uninstall and reinstall the app.

    Note: You can't uninstall some pre-installed apps.

     To uninstall updates for an app 


    Uninstall the app, then reinstall it

     To uninstall an application from the Application screen


    Check STAMINA mode

    If your device supports STAMINA mode and this mode is activated, deactivate it and restart your device. Different features are restricted or disabled in STAMINA mode to reduce battery consumption (depending on your phone's current battery level). These include rendering performance, screen brightness, image enhancement, and GPS while the screen is off. Background app data synchronisation or streaming may be disabled for some applications.

     To disable STAMINA mode


    Check Airplane mode

    If the app requires an internet connection, ensure that your device has an active internet connection (Wi-Fi or mobile network) and that Airplane mode is turned off.

     To disable Airplane mode 


    Restart your phone

     To restart your device 


    Perform a Factory data reset

    A factory data reset resets your smartphone to factory conditions, which means it deletes all customised/personal content saved on your phone. Because it’s a full reset of your device, make sure to back up any important data.

     To back up your data using a computer 

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

     To perform a factory data reset


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