A troubleshooting guide for common problems and issues with the Sony Xperia XA1 Ultra. Released May 2017, and can be identified by model number: G3226.
Student-Contributed Wiki
An awesome team of students from our education program made this wiki.
The Xperia XA1 Ultra does not charge when connected to a computer or outlet.
Check if you are using the correct charging cable. The device will only connect to a USB Type-C charger.
If you are using the correct charger, you should check if there is any damage to your cable. If there is damage or if you suspect that there is damage, try using different chargers. If the problem continues, then it is likely that the charger is not the issue.
Check if the Xperia XA1 Ultra is plugged into an active power source. If you are using a wall outlet, test if there is active power by plugging a separate device into the same wall outlet. If you are using a computer, make sure that it has sufficient power to charge your device.
Check the charging port at the bottom of the Xperia XA1 Ultra for dust, lint, dirt, or moisture. If there is any buildup, power off your device and carefully clean the charging port with a toothpick or toothbrush. Also, remove any case or accessory from your device to ensure there are no further obstructions. If the charging port is broken, you will have to replace the charging port PCB board.
You may need to restart your device to close background applications that interfere with charging.
To restart your device by do the following:
- Power off the device by pressing the power button and volume button simultaneously for 6 seconds.Wait about 30 seconds.Power the device on by pressing the power button until the phone vibrates.
If the Xperia XA1 Ultra will not charge, it’s battery could be damaged. If the battery is damaged, it will need to be replaced using this guide.
Regular use makes the phone alarmingly warm
Using too many applications at once can cause the processor to heat up. Take a break from power-intensive applications or activities, such as HD video streaming.
Make sure unused background applications are closed by following these steps:
- Open settings.Click on apps.Go to the running tab.Chose force close on application of choice.
Keep Xperia XA1 Ultra away from direct sunlight.
Replace damaged or third-party charging cables with an original Sony charging cable. Using a Sony cable ensures that it has been safety tested.
The device does not respond to you pressing buttons or touching the screen.
Third-party applications can introduce malware to your phone, which slows your device. Use Safe Mode to check if any downloaded applications are causing this problem. In Safe Mode, the device only operates with applications that were installed when you got the device.
To enable Safe Mode, do the following:
- Press and hold down the power key.Touch and hold power off.Wait for the device to restart in Safe Mode.
If the device’s performance improves in Safe Mode, then a downloaded application is causing the slow performance. You should uninstall applications.
To uninstall the app(s), do the following:
- Exit Safe Mode by powering on the device. To power on the device, hold the power button until the phone vibrates. Touch and hold the application until the device vibrates.Press the x icon to delete.
New versions of operating systems are released periodically to fix bugs and improve the software. Update your Xperia XA1 Ultra so it is running on the most recent system.
Downloaded applications or files can slow the phone’s efficiency. If you can’t pinpoint what is causing to phone to freeze, you may need to wipe all data with a factory reset.
First, backup all personal information on the deice by doing the following:
- Download Xperia Companion.Connect your device to your computer using a USB Type-C cable.Set USB Connection Mode on your device to Transfer Files.Select backup on Xperia Companion and follow the detailed instructions on the screen.
After you backup your device, you will need to perform a factory data reset by doing the following:
- Access Settings on the device, tap the System option, and tap Reset.Tap Factory Data Reset and tap Reset phone.Select Erase Everything.
An application keeps suddenly crashing on the phone.
Applications not downloaded from Google Play™ are often incompatible with the device. Check to see if the crashing application was downloaded on Google Play™.
If it was not, uninstall the application by doing the following:
- Touch and hold the application until the device vibrates.Press the x icon to delete the application.
As new versions of the operating systems are released, applications also update to compensate. To ensure that applications will run smoothly, update your Xperia XA1 Ultra.
Some applications only run with WiFi, so make sure the device is not in Airplane Mode,
If it is, do the following to turn off airplane mode:
- Access the Settings application.Select Network and Internet.Drag the Airplane Mode slider to the left.
After you turn off airplane mode, select a Wifi connection by doing the following:
- Access the Settings application.Select Network and Internet.Choose a WiFi connection.
If all else fails, you may need to factory reset your phone to return it to the original settings. Backup all personal information on the device because all data will be erased.
To backup personal information, do the following:
- Download Xperia Companion to your computer.Connect your device to your computer using a USB Type-C cable.Open Xperia Companion software on your computer and make sure that your device is connected.Set USB Connection Mode on your device to Transfer Files.Select backup on the Xperia Companion and follow the detailed instructions on the screen.
Perform a Factory Data Reset.
To perform a Factory Data Reset, do the following:
- Access Settings on the device, tap the System option, and tap Reset.Tap Factory Data Reset and select Reset phone.Select Erase Everything.
The Xperia XA1 Ultra does not power on. To power on the device, press and hold down the power button until the phone vibrates, and then release the power button. This could take up to 10 seconds before the phone vibrates.
Make sure that your device is charged before you attempt to power it on. Allow your device to charge for about 30 minutes, if the battery is drained, to give it time to respond to the charging. It can take up to 4 hours to fully charge a drained battery.
Make sure that you are using the correct charger intended for the Xperia XA1 Ultra. Check if you’re using an original Sony USB Type-C cable. Also, try using different chargers. If your device begins to power on after switching chargers, this could be a sign that you were using a faulty charger.
If your device has a memory card inserted, remove it and restart the device. If removing the memory card solves the issue, your SD care may be broken and will need to be replaced.
If your phone is not responding or performing normally, you can force restart your phone. This will not affect any personal data or settings.
To force restart or shut off your device, do the following:
- Press and hold down the power key and the volume up key simultaneously for about 6 seconds.Your device will vibrate once. Depending on if you want to force restart or shut off your device, proceed as follows.To restart the device, release the keys at this point.To shut off the device, continue holding onto the keys until the device vibrates 3 times and turns off.
To turn on your device, do the following:
To restart the device, release the keys at this point.To shut off the device, continue holding onto the keys until the device vibrates 3 times and turns off.
Press and hold down the power key.Wait until the device powers on.
The Xperia Companion software can be used to perform a software repair to reset your device. Performing a software repair will delete all data from the device’s internal storage. Make sure to backup your device before performing a software repair.
Backup all personal data and information by doing the following:
Repair the device software by doing the following:
- Make sure you know your Google account name and password. Depending on your security settings, you may be asked to enter them in order to restart your device after the software repair.Make sure that Xperia Companion is downloaded onto your computer.Open the Xperia Companion software on your computer, but do not connect your phone until you’re told to in the five-step instructions on the Xperia Companion screen.Select Software Repair on the computer screen.Follow the on-screen instructions to reinstall the software and complete the repair.
