If your device freezes or hangs, you may need to close apps or reinsert the battery and turn on the device to regain functionality. If your device is frozen and unresponsive, press and hold the power key and volume key down simultaneously for more than 7 seconds to restart it.
If this does not solve the problem, perform a factory data reset. On all the apps screen, tap Settings > Backup and Reset > Factory Data Reset > Reset Device > Erase Everything.
Before performing the factory data reset, remember to make backup copies of all important data stored in the device
If you cannot troubleshoot your product or believe it to be faulty, please click here to submit a request or contact us via the live chat function in the bottom right corner.