Article ID : 00019898 / Last Modified : 08/16/2015

The tablet display is frozen or stops responding.

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Follow these troubleshooting when the tablet display is frozen or stops responding.

IMPORTANT: Before starting this procedure, make sure the AC adapter is connected to the tablet charge connector and is plugged into a working wall outlet. Image

NOTE: Because each of these steps represents a possible solution to this issue, check the tablet status after completing each step.

Press and hold the power button for at least thirty seconds. Image

NOTE: If the tablet turns off, press the power button again to turn the tablet back on. If the tablet turns on, you should be able to use it normally. If it does not turn on, proceed to the next step.

If tablet is still frozen or not responding, you will need to follow these steps to initiate a forced External Data Reset procedure.

IMPORTANT: Unfortunately, because it is being reset to the condition it was in when it was first purchased, all of the data and setting will be erased from the tablet.

  1. With the tablet completely off, press and hold the Volume Up (+) button, and while continuing to hold that button, press and hold the Power button for several seconds. Image
  2. Once the Sony logo appears, let go of the Power button. Image
  3. Continue to hold the Volume Up (+) button until the Android system recovery screen is displayed. Once that screen is displayed, release the Volume Up (+) button.

    IMPORTANT: Sometimes starting to the Android system recovery screen is enough to return the tablet to normal condition, and a forced External Data Reset procedure may not be needed. For this reason we recommend that you quickly press the Power button in order to cancel the reset and restart the tablet. If the tablet turns on and you are able to use it normally, no further action is necessary. If the tablet still does not operate normally, repeat steps 1-3 above and then proceed with the next step.

  4. In the Android system recovery screen, use the Volume Down (-) button to highlight the Reset to factory settings option. Image
  5. Quickly press the Power button.
  6. In the Reset to factory settings: Confirm reset screen, use the Volume Down (-) button to highlight the Yes -- delete all user data option. Image
  7. Quickly press the Power button.
The troubleshooting steps listed above should resolve your issue. If you have completed all of the steps and the issue is not resolved, service may be required.