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my phone froze, touch screen wont work, cant reboot. Help!!!
DianaVegas
Member

Does anyone know how to fix this?  I am totally stuck.

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Correct Answers
Re: my phone froze, touch screen wont work, cant reboot. Help!!!
rick_h
Member

Try holding power and volume-down together for 10 or 15 seconds.

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Re: my phone froze, touch screen wont work, cant reboot. Help!!!
primortal
Sr. Member

Can you pop out the battery?

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Re: my phone froze, touch screen wont work, cant reboot. Help!!!
rick_h
Member

Try holding power and volume-down together for 10 or 15 seconds.

View solution in original post

Re: my phone froze, touch screen wont work, cant reboot. Help!!!
stuart64
Member

you sir are a freakin' genius!  I am not the original person who posted this problem but had the same problem this morning and no one seemed to know anything.  You solution worked like a charm!

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Re: my phone froze, touch screen wont work, cant reboot. Help!!!
vzw_customer_support
Customer Support

DianaVegas, let's defrost that device! Try holding the power & volume button down at the same time. You will be provided with a boot up menu. Choose the option to restart your device. I trust that this will work. Keep us posted. For more device support, click http://bit.ly/y5iuoj

Lasina_VZW
VZW Support
Follow us on Twitter @VZWSupport

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Re: my phone froze, touch screen wont work, cant reboot. Help!!!
AES2
Member

Mine too.  Someone should tell customer support.  My Lumia 928 started ignoring the screen late last night.  I called 611 and got someone who either was not trained or was not trainable for his job.  I told him the screen was unresponsive and I could not cycle power because I could not slide down after holding the power button down.  He put me on hold and went off for a few minutes to look how to do a factory reset from the settings button that I couldn't touch because the screen was out to lunch.

He told me to remove the SD card, which was probably the cause of the problem.  I told him this phone does not have an SD card.  Then he told me to remove the battery.  I told him the battery is not removable.

Then he told me he could send me a new one, but it was very late Thursday night and I needed the phone for business all day Friday as opposed to wait for a new one some time Monday.  I asked for a new one in a store and he agreed, telling me he marked my account to get a new phone in a store.

I only missed three calls and two texts before the store opened at 10:00, where I learned I could not get a new phone; the support guy told me fiction.  I could get a loaner Android phone to hold me until a replacement was received, but the store could not give me a new phone.

That would have been OK, but the gentleman in the store knew how to cycle power without the screen - hold power and volume down together.  That worked.  I still need a new phone to solve many other problems, but at least now I know how to cycle power.  Unfortunately that was way over the head of the guy who answered the phone last night.

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Re: my phone froze, touch screen wont work, cant reboot. Help!!!
taylordottie
Member

Thanks for sharing the solution to the hard reset -- you saved me lots of aggravation tonight.

d taylor

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Re: my phone froze, touch screen wont work, cant reboot. Help!!!
tene
Member

That didnt work for me

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Re: my phone froze, touch screen wont work, cant reboot. Help!!!
47seijar
Sr. Member

@tene:

Are you sure your phone is charged? Is the screen on? The hard reset described above is hard coded into the phone so if it doesn't work you should take it immediately to a Verizon store.

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