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Troubleshoot when your Moto E slows, freezes, or turns off unexpectedly

Last Updated: Mar 14, 2016

This article helps troubleshoot your Moto E slowing, freezing, or turning off unexpectedly

You may have performance issues if your Moto E:

  • 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 All Apps icon.
    2. Scroll to and tap Settings.
    3. Scroll to and tap Storage.
    4. Scroll to and tap Unmount SD card.
    5. Tap OK.
    6. Remove the bezel around the edge of the phone by pulling down from the notch in the lower left corner of the phone.
    7. Remove the SD card.
    8. Replace the bezel.
  2. Perform a soft reset.

    A soft reset deletes any temporary files that may be causing the issue.

    1. Press and hold the Power key on your phone for 10 seconds.
    2. Your phone will restart.
  3. Use Sprint Zone to verify if your phone has low memory.

    1. From the home screen, tap the All Apps icon.
    2. Scroll to and tap Sprint Zone.
    3. Swipe to the left to open Device Diagnostics.
    4. Tap Storage.
    5. Refer to Available in the Overview section to determine if your phone has low memory.
  4. Clear 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. From within Sprint Zone, swipe to the left to open Device Diagnostics.
    2. Tap Power Usage.
    3. Tap Battery Usage.
    4. Scroll to and 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 within Sprint Zone, swipe to the left to open Device Diagnostics.
    2. Tap Power Usage.
    3. Tap Battery Usage.
    4. 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, tap UNINSTALL, then tap OK.
  6. Verify that your Moto E is running the most recent software.

    1. From within Sprint Zone, swipe to the left to open Device Diagnostics.
    2. Tap System Updates.
    3. Tap Device Software.
    4. If an update is available, follow the prompts to install, otherwise tap OK.

If you're still having issues, dial *2 on your phone or dial 855-639-4644 to reach Sprint Prepaid Customer Care.

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