My Nokia Lumia is frozen (the software isn't working): returning to factory settings

Soft reset ('taking the battery out')

If your mobile appears to be frozen there are a couple of things you can do to try and fix it. It's worth noting that before you try any major changes you should back up your phone and make an effort to do this regularly.

First, you need to try what is known as a 'soft reset'. If you can, take the battery out, put it back in and turn the phone on. If you can't take the battery out, try this instead:

  1. Press and hold down, at the same time, the Volume (down) and Power buttons (they're on the side of the mobile)
  2. Continue to hold down both buttons until the mobile turns off, which should take you around 8 seconds
  3. Turn the mobile back on and it should be working normally

Now, if that doesn't work, you may need to return the mobile to its factory settings.  

This is a serious move as it will return the mobile to the state it was in before you set anything up on it.  That means you will lose your contacts, your stored text messages, and any apps that you've downloaded to the mobile.  As you start to return the mobile to the factory settings, you will see several warning messages to this effect.


Returning to factory settings when you CAN turn the mobile on

  1. On Start, flick left to the App list
  2. Tap Settings, and then tap About
  3. At the bottom of the About screen, tap Reset your phone
  4. You'll see a couple of warning screens. If you still want to continue, click Yes both times
  5. The mobile will now close down and restart
  6. As the mobile is now back in its factory state, it will take you through the basic set up options that you set when you first got the mobile
  7. You will need to set up all of your options again, including connecting to the internet and setting up your mobile to send texts


Returning to factory settings when you CANNOT turn the mobile on

  1. Hold down the Volume (down), Power, and Camera buttons at the same time until the mobile starts to vibrate
  2. As soon as it starts to vibrate, release the Power button
  3. Keep holding down the Camera and Volume (down) buttons for a further 5 seconds
  4. The mobile will now restart
  5. As the mobile is now back in its factory state, it will take you through the basic set up options that you set when you first got the mobile
  6. You will need to set up all of your options again, including connecting to the internet and setting up your mobile to send texts
 
 

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