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Troubleshoot when your Samsung Galaxy Note 3 slows, freezes, or turns off unexpectedly

Last Updated: Nov 18, 2014

This article helps troubleshoot your Samsung Galaxy Note 3 slowing, freezing, or turning off unexpectedly.

You may have performance issues if your Samsung Galaxy Note® 3:

  • Performs slowly
  • Freezes
  • Turns off or unexpectedly restarts
  • Displays error messages
  • Is unable to install or update applications

Try each of these steps to see if it helps improve your phone's performance.

  1. Safely remove your SD card.

    1. From the home screen, tap the Menu key.
    2. Tap Settings.
    3. From the General tab, scroll to and tap Storage.
    4. Scroll to and tap Unmount SD card.
    5. Tap OK.
    6. Remove the SD card.
  2. Perform a soft reset.

    A soft reset restarts your phone and does not erase any of your content or data.

    1. Turn your phone off.
    2. Remove the battery. After 30 seconds, reinsert the battery.
    3. Turn your phone back on.
  3. Use Sprint Zone to determine if your phone has low memory.

    1. Access Sprint Zone.
    2. Swipe from Right to Left to open Device Diagnostics.
    3. Tap Storage.
    4. Refer to Available in the Overview section to determine if your phone has low memory.
  4. Clear the application cache.

    • Clear the application cache on your applications to free up space and improve performance.
    • Be sure you clear only the application cache and not the application data.
    • When you clear the application data, it removes your personal settings and info such as login information and high scores.
    • Clearing the application cache doesn't remove your personal settings or information.

    1. In Sprint Zone, swipe from Right to Left to open Device Diagnostics.
    2. Tap Power Usage.
    3. Tap Battery Usage.
    4. Tap an application.
    5. Tap App info
    6. Tap Clear cache.
  5. Close or uninstall applications.

    • Some apps run in the background when you are not using them.
    • Also, some apps consume more energy than others.
    • Some apps come pre-loaded on your phone and you can't uninstall them.

    1. From Device Diagnostics, tap Power Usage.
    2. Tap Battery Usage.
    3. Tap the application you want to close or uninstall.
      • Close (turn off) an application: Tap Force stop.
      • Uninstall (remove from phone) an application: Tap App info, Uninstall, and then OK.
  6. Verify that your Samsung Galaxy Note 3 is running the most recent software.

    1. From Device Diagnostics, tap System Updates.
    2. Tap Device Software.
    3. Tap Check now.
      • If an update is available, follow the prompts to install.

If you're still having issues, try our community pages for the Samsung Galaxy Note 3 or make an appointment at a convenient Sprint Repair center.

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