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Summary

Your Windows Phone 7 might stop working properly. For example:
  • When you start your phone it gets stuck and doesn't turn on all the way.
  • When you tap, flick, or pan your phone's screen there’s no response.
  • Some of your apps or games don’t launch as expected.

This article describes how to restart, update, reset and restore, and roll back your phone to get it working again.

For help with specific error codes, see the following Knowledge Base article:

2484484 Installing and troubleshooting problems during the software update for Windows Phone 7

For problems with Windows Phone 8, see the following Knowledge Base article:

2749480 Your Windows Phone 8 doesn't work or respond as expected

Things to Try


1. Restart your phone

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Turning your phone off and then back on may resolve the issue.

To restart your phone, press and hold the Power button
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Power
until you see Slide down to power off, then flick down. After it’s off, press
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Power
to turn on your phone again.

If this restart sequence doesn’t work for your phone, try one of the following options:
  • Press and hold the Power button
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    Power
    for 10 seconds. After it’s off, press
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    Power
    to turn on your phone again.
  • If your phone has a replaceable battery, remove and reinsert the battery located under your phone’s back panel. Press
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    Power
    to turn on your phone again.
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2. Update your phone

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Software updates add new features that improve the performance and stability of your phone and may get it working again. If restarting your phone didn't resolve your problem, try updating to the latest version of Windows Phone 7. Follow these steps:

  1. Check whether there are any software updates for your Windows Phone 7:
    • On Start, flick left to the App list, tap Settings , and then tap Phone update to see whether an update is ready for you.
  2. If an update is available, connect your phone to your primary computer with the USB cable that was included with your phone. If you have to use a different computer, see Syncing your device to another computer as guest.
  3. Open the Zune software on your computer.
    1. Click Settings, located at the top of the Zune software page.
    2. Click Phone, located in the upper-left corner of the screen.
    3. Click Update, located in the list at left.

    Keep your phone connected to your computer until you see a notification that the update is complete.
To learn more about updating your Windows Phone 7, and how to prepare for an update, see How do I update my phone software?

On a Mac? Download the Windows Phone app for Mac.

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3. Roll back your phone

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Sometimes a phone has performance problems after a software update. If your phone doesn’t work after an update, you may want to roll it back to its pre-updated version and state.

Your PC will only create a roll-back point as part of an update (i.e., so that you can start over if you have to). This roll-back point will only be saved on the PC that the Windows Phone was updated on. (However, if your phone was in guest mode, the PC will delete the restore point after a while, so it may not always be available.)

A rollback can be a complex process, and you might lose all new or changed items since your last phone update. These items include text messages, ringtones, downloaded music, and settings you've changed since your last update. This is why it’s important to roll back your phone as soon after an update as possible, if you have to do this.

To learn more about what data gets restored and what doesn’t after a rollback, see Restore a backup to my phone.

Note on the terms “Roll back” and “restore”:The roll-back process is named “restore” in the Zune and Windows Phone interface in the steps that follow, and refers to rolling back to an earlier version, not retrieving content, as it does in Step 4 below (Reset and restore your Windows Phone 7).

To start the rollback process:


  • Make sure that you’re using the same computer you used when you made the latest phone update.
  • In order to roll back your phone, you must have an available back up of the earlier OS version with all its content and settings. This is what you are rolling your phone back to. The Zune software automatically rolls back your phone by locating a copy of this earlier version. Try Option 1 first. If the Zune software can’t detect an earlier version, try the manual process of Option 2.
Option 1:Automatically roll back using the Zune software (Recommended)

Follow these steps:
    1. Turn on your phone.
    2. Connect your phone to the computer that was used for the update. Use the USB cable that was included with your phone.
    3. Open the Zune software on the computer.
    4. Click Settings, located in the upper-right corner of the screen.
    5. Click Phone, and then click Update.
    6. Click the Restore button.

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      2630693




      If you don't see a Restore option, no backup is available for your phone through the Zune software. If this is the case, try the manual roll back option that follows these steps in Option 2.
    7. If you have a restore option, follow the directions on-screen to restore your phone to its previous version. (Remember, in this interface, "restore" means "roll back.")

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    Try using your phone to see how it works.

    Option 2: Manually begin the rollback process

    If the Zune software doesn’t detect an earlier phone version to roll back to, you can go through the process manually. Here's how:
    1. Turn off your phone.
      Note If your phone is currently stuck on the manufacturer's logo, try removing the battery to turn it off.
    2. Disconnect your phone from the USB cable.
    3. Hold down the camera button.
    4. Continue holding down the camera button and connect the USB cable between your phone and computer.
    5. Continue holding down the camera button until you see the connect-to-computer screen.

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    6. Release the camera button.
    7. Open the Zune software on the computer.
    8. The Zune software should automatically prompt you to start the roll-back, or restore process.

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If you do get the restore prompt, continue the process to roll back your phone.

When roll back is complete, you might notice that some content and settings you recently added are missing.

Your phone is now in an earlier software version, but you can sync your media content back to your phone with the Zune software.
Now, try your phone and see if it's working again.
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4. Reset and restore your phone

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Make this your last option, as it is not reversible.

Important notes


  • When you reset your phone, you erase all personal data and restore your phone to the state it was in when you purchased it. In other words, you are wiping your phone clean.
  • The personal content that gets erased after a reset includes: Purchased and downloaded apps, ringtones, saved games, contact groups, any pictures, music, or videos, and text messages, which can’t be restored after they’re deleted.
  • Items that can be restored to the phone include: Media content that you previously synced with the Zune software, purchased apps, and saved games.

There are three parts to resetting and restoring your phone: first, sync your content; second, reset your phone; and third, restore your content.
  1. Sync your content before the reset

    Connect your phone to your computer and sync your photos, music, and videos by using the Zune software. After the reset, you can sync these media files back to your phone.

    For more info on how to sync content, see Sync music, pictures, and videos.

    If you can’t sync because your computer doesn’t recognize your phone, see the following troubleshooting wizard: Computer doesn’t recognize your device on the Zune software.

  2. Reset your Windows Phone 7

    1. On Start, flick left to the App list.
    2. Tap Settings
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      2617466
      , and then tap About.
    3. Tap Reset your phone, located at the bottom of your screen.
    4. Tap Yes to confirm your reset.
    5. Next, you’re going to get a series of screens to set up your phone. This is the same process that you went through after you first bought your Windows Phone 7. For more info, see Account setup. Note You must sign in with the same Microsoft account (formerly called Windows Live ID) that you used when you first downloaded content and purchased apps.
  3. Restore your content to your phone

    To restore, you first re-sync your media content, and then reinstall previously purchased apps and games back to your phone.

    1. Sync your media content back to your phone:
    1. Connect your phone to your computer using the USB cable that was included with your phone, and then open the Zune software.
    2. To automatically sync all items back to your phone, click Settings, located at the top of your screen.
    3. Click Phone, located in the upper-left corner of your screen. You should be on the Sync options screen.
    4. For each media type that applies, select the All button.
    5. Click the OK button to start the sync.
    6. Next, you’ll see a phone screen with your sync in progress. You can disconnect your phone from the Zune software when you see Sync complete.

      For more sync choices, such as a manual drag-and-drop option, see Sync music, pictures, and video.

    2. Reinstall your previously purchased apps and games to your Windows Phone 7:

    To reinstall apps from your phone:
    1. On Start, tap Marketplace
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      marketplace.png
      .
    2. Tap Search
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      on your phone screen to find the app or game that you want to reinstall.
    3. When you locate the app or game that you want to reinstall, tap Buy. You’ll see a message that states you already purchased it. You can reinstall it for free.
    4. Tap Install, and then follow the instructions to reinstall the app. You might have to re-enter your Microsoft account (formerly called Windows Live ID).

      Note Your Microsoft account is called Windows Live on your Windows Phone 7 interface.

    Note
    If you can’t remember the apps and games you bought, you can see your purchase history online when you reinstall from the web, in the next set of steps.

    To reinstall from the web:
    1. On your computer, go to the Windows Phone website, and then sign in with the same Microsoft account (formerly called Windows Live ID) that you used on your phone.
    2. Click My Phone at the top of the screen, and then click Account.
    3. Under App Purchase History, find the app you want to reinstall and click Reinstall.
    4. Follow the instructions to reinstall the app. You might have to re-enter your Microsoft account (formerly, Windows Live ID).
At this point, your phone has been reset to its previous state, and all the restorable content should be reinstalled. Try using your phone to see how it works. If you're still having problems, go to the Assistance section at the bottom of this article.
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Assistance

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Properties

Article ID: 2606900 - Last Review: May 13, 2013 - Revision: 9.3
Applies to
  • Windows Phone 7 Consumer
  • Windows Phone Consumer
Keywords: 
kbwp7update kbwp7 KB2606900

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