Device not connecting to Wifi
You have trouble connecting device to Wifi.
Device needs to restart
Restart the device and disconnect off the Wifi connection, then disconnect to Wifi again. To restart device hold down the power key and the volume down key together for 10 seconds. The phone should vibrate once and will be restarted.
Protective Case Interfering with Wifi Signal
Remove protective case from phone to see if Wifi signal improves.
Wifi Sleep Policy Not Turned On
Find the settings application then find Wi-Fi within settings. Next, find the settings icon in Wi-fi settings, then tap the option “Keep Wifi on during sleep”.
''You have trouble with your device overheating during usage"
Extensive usage of device
This is normal since operating several applications or using multiple features of the device at once requires the device to use more power, which increases the temperature of the device.
Update device to latest software to ensure maximum support is given to the device. For complete details click here
If the battery itself is overheating it is a signal that a battery replacement is needed for the device. For battery replacement, please see our guide by clicking this link.
Loudspeaker is not producing sound
You have trouble with loudspeaker not producing sound.
Audio volume is muted in audio settings
Find audio in settings application and verify that audio volumes are not muted.
Update device to latest software to maximize device performance.
Place device in safe mode
Turn off device and hold down the power button until the phone vibrates, then wait until the Xperia logo disappears then hold down the volume down button. The device will then go into safe mode. Test speaker in safe mode. If it works then it is a software related issue. If loudspeaker still does not work then the loudspeaker will need to be replaced. See our guide for loudspeaker replacement. Click on this link for more help on this issue.
Phone will not connect to Bluetooth
The device will not pair with other devices.
One or both of the devices are not turned on and in pairing mode
Check that both the phone and the other device are turned on and are in pairing mode. Look in the phone’s Bluetooth settings for the other device.
Another Bluetooth device in the area is on
Check that all other Bluetooth devices are turned off as to not interfere with the desired connection.
The devices are not in range
Move the devices closer together to be sure that they are in range of each other.
The phone needs a restart
Perform a restart by holding down the power key and the volume down key together for 10 seconds. The phone should vibrate once and will be restarted. To shutdown the device, continue holding both keys until the phone vibrates 3 times. Turn the phone on and attempt to connect. For further information on Bluetooth connections, click here.
Device will not power on
The device will not turn on when the power key is pushed.
The device needs to be reset
To do a reset/reboot on your device hold down the power button and the volume down key together for 10 seconds. If the device does not power on normally there is a different issue.
The charger and USB cord are faulty
If after attempting to charge the device for 30 minutes it still does not power on, the charger and USB cord may be faulty. Try charging the device with the USB cord in a computer. If the device charges then the charger is faulty. If the device still does not charge, the USB cord may be faulty. Try to charge the device using a different USB cord that you know works. If the different USB cord works, then the original one may be faulty. If either of these items are faulty, they will need to be replaced.
The device’s SD card is faulty
If you have an SD card in your device, take it out and restart the device. If the device powers on normally then the SD card is faulty and needs to be replaced. For SD card replacement please see our repair guide.
The battery is faulty
If none of the previous solutions work, the device’s battery may be the problem. Replace the battery following our repair guide. Click on this link for further details on how to resolve this issue.
Touchscreen does not work right on the phone.
Touchscreen unworkable due to screen protector
The touchscreen’s sensors may be inoperable due to dirt, covers or screen protectors. If there is a screen protector on the phone, ensure that it is on correctly and that there are no air bubbles or obstruction under the screen protector.
Touchscreen will not work after fixing screen protector
Wipe the screen with a clean and dry scratch-free material to ensure that the touchscreen is clean. In the event that the device gets too hot, the touchscreen can be affected. Let it cool off and then try again. Turn off the phone and then turn it back on. For more information on touchscreen problems, click here.
Phone will not charge
The device will not charge at all when plugged into charging cable.
The wrong charging cable being used
Ensure that you are using the appropriate type of charging cable (Sony USB Type-C charger which is specifically intended for charging the phone).
Charging cable not receiving voltage
Plug the charging cable into a wall socket to charge the device. The device charges much more slowly if you use a computer and the USB cable. Disconnect the USB cable from the phone and then plug the cable into the USB port. Ensure that the cable is properly attached to the USB port on your phone and has no obstructions. Check that the charger is properly plugged into a wall socket. Please see our guide on how to replace the charging port for further help.
Charging the device through another electrical medium
Try to charge the device by connecting another USB cable to the USB port of a computer. If the device does not start to charge, this may be a sign that the charger is not working properly. Replace the charger with an original Sony charger specifically intended for this device. Turn off the phone and then turn it back on. This will turn off all running applications and frees up memory, which sometimes solves the problem.Click on this link for more help on this issue.