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Sony Xperia XZ

Go to Supplies Device is defective (display, water, casing)

Troubleshooting

If your device isn't working properly, you can try several solutions to solve the problem.
In most cases you can solve the problem by following these guidelines:

Cause 1 of 10: The battery is flat

If the battery is flat, you can't turn on your mobile phone.

Solution: Charge the battery.

Step 1 of 3

Connect the charger to the phone socket and to a wall socket.

Step 2 of 3

When the battery charging icon is displayed, charging is in progress.

Step 3 of 3

When the battery is fully charged, you can remove the charger from the wall socket and your mobile phone.

1 Connect the charger to your mobile phone

Connect the charger to the phone socket and to a wall socket.

When the battery charging icon is displayed, charging is in progress.

2 End charging

When the battery is fully charged, you can remove the charger from the wall socket and your mobile phone.

We are pleased that your problem was solved.

Cause 2 of 10: Your SIM card is faulty

If your SIM card is faulty, this is displayed.

Solution: Check if your SIM card is faulty by inserting it in another tablet. If your SIM card is not accepted by the other mobile phone, your SIM card is probably faulty. Log on to Swisscom Customer Centre to order a new SIM card.

We are pleased that your problem was solved.

Cause 3 of 10: An incorrect PIN has been entered

The PIN is used to protect your SIM card from unauthorised use. If an incorrect PIN is entered, you can't turn on your mobile phone.

Solution: Key in the correct PIN.
If an incorrect PIN is entered three times in a row, your SIM card will be blocked and you need to key in your PUK. The PUK can be obtained by logging on to Swisscom Customer Centre.

Step 1 of 4

Press and hold On/off until your mobile phone is turned on.

Step 2 of 4

Key in your PIN and press the confirm icon.
If your mobile phone rejects your SIM:
Contact your distributor or service provider where you bought your mobile phone.

Step 3 of 4

Press and hold On/off.

Step 4 of 4

Press Power off.

1 Turn on your mobile phone

Press and hold On/off until your mobile phone is turned on.

2 Enter PIN

Key in your PIN and press the confirm icon.
If your mobile phone rejects your SIM:
Contact your distributor or service provider where you bought your mobile phone.

3 Turn off your mobile phone

Press and hold On/off.

Press Power off.

We are pleased that your problem was solved.

Cause 4 of 10: Your SIM card is blocked

If an incorrect PUK is entered ten times in a row, your SIM card is blocked permanently.

Solution: You'll need a new SIM card. Log on to Swisscom Customer Centre to order a new SIM card.

We are pleased that your problem was solved.

Cause 5 of 10: You're asked to key in your PUK

If you enter an incorrect PIN three times in a row, you need to key in your PUK.

Solution: Key in the correct PUK.
Please note: if you haven't received a PUK or don't know it, it can be obtained by logging on to Swisscom Customer Centre.

We are pleased that your problem was solved.

Cause 6 of 10: Your mobile phone hasn't been assembled correctly

If your mobile phone hasn't been assembled correctly, you can't turn on your mobile phone.

Solution: Make sure your mobile phone has been assembled correctly.

Step 1 of 3

Turn the back of your mobile phone upwards.
Remove the SIM holder from your mobile phone.

Step 2 of 3

Turn your SIM so the angled corner of your SIM matches the angled corner of the SIM holder.

Step 3 of 3

Place your SIM in the SIM holder and slide the SIM holder into your mobile phone.

1 Remove the SIM holder

Turn the back of your mobile phone upwards.
Remove the SIM holder from your mobile phone.

2 Insert your SIM

Turn your SIM so the angled corner of your SIM matches the angled corner of the SIM holder.

3 Insert SIM holder

Place your SIM in the SIM holder and slide the SIM holder into your mobile phone.

We are pleased that your problem was solved.

Cause 7 of 10: Your mobile phone is locked to another service provider

If your mobile phone is locked to another service provider and you're trying to use a Swisscom SIM card, the display will tell you that your SIM card is invalid.

Solution: Before you can use a Swisscom SIM card, you need to unlock your mobile phone using an unlock code. To get the unlock code, contact the service provider that locked your mobile phone.

We are pleased that your problem was solved.

Cause 8 of 10: Your mobile phone is SIM locked to Swisscom

If your mobile phone is SIM locked to Swisscom and you try to use a SIM card from another service provider, the display will tell you that your SIM card is invalid.

Solution: To use a SIM card from another service provider, you'll need to unlock your mobile phone. To unlock your mobile phone, certain conditions need to be met, this may not be free of charge.

We are pleased that your problem was solved.

Cause 9 of 10: Your mobile phone isn't turned on correctly

Your mobile phone won't turn on if it's not done correctly.

Solution: Turn on your mobile phone correctly.

Step 1 of 4

Press and hold On/off until your mobile phone is turned on.

Step 2 of 4

Key in your PIN and press the confirm icon.
If your mobile phone rejects your SIM:
Contact your distributor or service provider where you bought your mobile phone.

Step 3 of 4

Press and hold On/off.

Step 4 of 4

Press Power off.

1 Turn on your mobile phone

Press and hold On/off until your mobile phone is turned on.

2 Enter PIN

Key in your PIN and press the confirm icon.
If your mobile phone rejects your SIM:
Contact your distributor or service provider where you bought your mobile phone.

3 Turn off your mobile phone

Press and hold On/off.

Press Power off.

We are pleased that your problem was solved.

Cause 10 of 10: The phone lock code is activated

The phone lock code is used to protect your mobile phone from unauthorised use. When the phone lock code is activated, it needs to be entered every time you turn on your mobile phone.

Solution: Key in the phone lock code. You can now deactivate the phone lock code.
If you've forgotten the phone lock code, contact the manufacturer for assistance.

Step 1 of 37

Slide two fingers down the display starting from the top edge of your mobile phone.
Press the settings icon.

Step 2 of 37

Press Lock screen & security.

Step 3 of 37

You can create several types of phone lock codes. The following steps show some examples:
Create phone lock code using your fingerprint, go to 2a.
Create phone lock code using a pattern, go to 2b.
Create phone lock code using a PIN, go to 2c.

Step 4 of 37

Press Fingerprint Manager.

Step 5 of 37

Press CONTINUE.

Step 6 of 37

Press SET UP SCREEN LOCK.

Step 7 of 37

Press Pattern.

Step 8 of 37

Press Pattern required after restarting.

Step 9 of 37

Press CONTINUE.

Step 10 of 37

Press and drag a point to connect at least four points.

Step 11 of 37

Press CONTINUE.
Repeat the selected phone lock code to confirm.

Step 12 of 37

Press CONFIRM.

Step 13 of 37

Press the required setting.

Step 14 of 37

Press DONE.

Step 15 of 37

Press NEXT.
Follow the instructions on the display to set up a fingerprint as phone lock code.

Step 16 of 37

Press DONE.

Step 17 of 37

Press Screen lock.

Step 18 of 37

Press Pattern.

Step 19 of 37

Press Pattern required after restarting.

Step 20 of 37

Press CONTINUE.

Step 21 of 37

Press and drag a point to connect at least four points.

Step 22 of 37

Press CONTINUE.
Repeat the selected phone lock code to confirm.

Step 23 of 37

Press CONFIRM.

Step 24 of 37

Press the required setting.

Step 25 of 37

Press DONE.

Step 26 of 37

Press Screen lock.

Step 27 of 37

Press PIN.

Step 28 of 37

Press PIN required after restarting.

Step 29 of 37

Press CONTINUE.

Step 30 of 37

Key in the required phone lock code and press CONTINUE.

Step 31 of 37

Key in the phone lock code again and press OK.

Step 32 of 37

Press the required setting.

Step 33 of 37

Press DONE.

Step 34 of 37

Press Screen lock.
Key in the current phone lock code.

Step 35 of 37

Press None.

Step 36 of 37

Press YES, REMOVE.

Step 37 of 37

Press the home icon to end the session and return to the Home screen.

1 Find "Lock screen & security"

Slide two fingers down the display starting from the top edge of your mobile phone.
Press the settings icon.

Press Lock screen & security.

2 Select option

3 2a - Create phone lock code using your fingerprint

Press Fingerprint Manager.

Press CONTINUE.

Press SET UP SCREEN LOCK.

Press Pattern.

Press Pattern required after restarting.

Press CONTINUE.

Press and drag a point to connect at least four points.

Press CONTINUE.
Repeat the selected phone lock code to confirm.

Press CONFIRM.

Press the required setting.

Press DONE.

Press NEXT.
Follow the instructions on the display to set up a fingerprint as phone lock code.

Press DONE.

4 2b - Create phone lock code using a pattern

Press Screen lock.

Press Pattern.

Press Pattern required after restarting.

Press CONTINUE.

Press and drag a point to connect at least four points.

Press CONTINUE.
Repeat the selected phone lock code to confirm.

Press CONFIRM.

Press the required setting.

Press DONE.

5 2c - Create phone lock code using a PIN

Press Screen lock.

Press PIN.

Press PIN required after restarting.

Press CONTINUE.

Key in the required phone lock code and press CONTINUE.

Key in the phone lock code again and press OK.

Press the required setting.

Press DONE.

6 Deactivate use of phone lock code

Press Screen lock.
Key in the current phone lock code.

Press None.

Press YES, REMOVE.

7 Return to the Home screen

Press the home icon to end the session and return to the Home screen.

We are pleased that your problem was solved.

Unfortunately, we can't solve the problem with your device.

We suggest you try updating the device software if you haven't done so recently. Manufacturers often use software updates to add new functionality and resolve problems.

If this doesn't help, please visit our My Service webpage for more help.

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Required information *

1 Connect the charger to your mobile phone

2 End charging

1 Turn on your mobile phone

2 Enter PIN

3 Turn off your mobile phone

1 Remove the SIM holder

2 Insert your SIM

3 Insert SIM holder

1 Turn on your mobile phone

2 Enter PIN

3 Turn off your mobile phone

1 Find "Lock screen & security"

2 Select option

3 2a - Create phone lock code using your fingerprint

4 2b - Create phone lock code using a pattern

5 2c - Create phone lock code using a PIN

6 Deactivate use of phone lock code

7 Return to the Home screen

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