Information / Solution
Try the following troubleshooting steps if lines in different colours and shapes appear on the screen of your Xperia device. Verify whether the problem was solved after each method, before trying the next one.
- If there are lines framing areas or objects on the display, make sure that the Developer options feature isn’t enabled.
- If the lines on the display don’t resemble the ones in the screenshot, try restarting your device. If that doesn't work, try a factory reset
1) Disabling Developer options
Android 9, 10, 11, 12, 13 or 14
To disable Developer options
- Find and tap Settings > System > (Advanced) > Developer options.
- Drag the slider beside On to the left.
Android 8.x
To disable Developer options
- Find and tap Settings > System > Developer options.
- Drag the slider beside On to the left.
Android 5.0, 5.1, 6.0, 7.0, 7.1 or 7.1.1
To disable Developer options
- From your Home screen, tap the Application screen icon.
- Find and tap Settings > Developer options.
- Drag the slider beside On to the left.
2) Restart your device
3) Use safe mode
To check if any downloaded applications are causing the problem. Downloaded applications can cause your device to behave unexpectedly or affect its performance. In safe mode, your device only starts with software and applications that were already installed when you purchased your device. If the device’s performance improves in safe mode, it’s likely that one or more of your post-purchase downloaded applications are affecting the device negatively.
You can exit safe mode and restart the device to uninstall the application or applications that you suspect are causing the problem. If the problem is recent and you're not sure which application is causing the problem, you can start by uninstalling the most recently downloaded application.
Enabling safe mode
Android 11, 12, 13 or 14
To enable Safe mode
- While the device is powered on, press and hold down the power key.
- In the pop-up menu, touch Power > Power Off until the Reboot to Safe mode message appears.
- Tap OK to restart in Safe mode.
Note: For Xperia 1 IV, Xperia 10 IV and Xperia 5 IV, Xpera 1 V, Xperia 10 V and Xperia 5 V
1. While the device is powered on, press the power button and volume up button at the same time.
2. In the pop-up menu, touch and hold Power off until the Reboot to safe mode message appears.
4. Tap OK to restart in safe mode.
Android 9 or 10
To enable Safe mode
- While the device is powered on, press and hold down the power key.
- In the pop-up menu, touch and hold Power off until the Reboot to Safe mode message appears.
- Tap OK to restart in Safe mode.
Android 8.x
To enable Safe mode
- While the device is powered on, press and hold down the power key.
- Touch and hold Power off until the device starts to power off.
- Wait for the device to restart in Safe mode.
Tip: To watch a video of how to enable and exit Safe mode, tap or click here.
Android 5.0, 5.1, 6.0, 7.0, 7.1 or 7.1.1
To enable safe mode
- While the phone is on, press and hold down the power key.
- In the pop up window, touch and hold Power off until the Reboot to Safe mode message appears.
- Tap OK and let your device restart in safe mode.
Exiting safe mode
To exit safe mode
- When in safe mode, restart the phone.
4) Check to see if there is a software update available for your Xperia device. When you update your device, you ensure that the device has optimal performance and the latest enhancements.
5) Performing a factory data reset
Always back up all personal data before performing a factory data reset. All data in the internal memory is overwritten during a factory data reset. Content on an external SD card is kept.
Android 10, 11, 12, 13 or 14
To perform a factory data reset
- Find and tap Settings > System > (Advanced) > Reset options > Erase all data (factory reset) > Delete all data.
- If required, draw your screen unlock pattern or enter your screen unlock password or PIN to continue.
- Tap Delete all data.
Android 9
To perform a factory data reset
- Find and tap Settings > System > Advanced > Reset options > Erase all data (factory reset) > RESET PHONE.
- If required, draw your screen unlock pattern or enter your screen unlock password or PIN to continue.
- Tap ERASE EVERYTHING.
Android 8.x
To perform a factory data reset
Note! To avoid permanent damage to your device, do not interrupt a factory data reset procedure.
- Back up any important data that is saved on the internal memory of your device to a memory card or other non-internal memory. If you have any encrypted files stored on an SD card, you should also remove the encryption to ensure you can still access them after the reset.
- Find and tap Settings > System > Reset.
- Tap Factory data reset > Reset phone.
- If required, draw your screen unlock pattern or enter your screen unlock password or PIN to continue.
- To confirm, tap Erase everything.
Tip: To watch a video of how to do a factory data reset, tap or click here.
Android 5.0, 5.1, 6.0, 7.0, 7.1 or 7.1.1
To perform a factory data reset
Note! To avoid permanent damage to your device, do not interrupt a factory data reset procedure.
- Back up any important data that is saved on the internal memory of your device to a memory card or other non-internal memory. If you have any encrypted files stored on an SD card, you should also remove the encryption to ensure you can still access them after the reset.
- From your Home screen, tap the Application screen icon.
- Find and tap Settings > Backup & reset > Factory data reset.
- Android 5.0/5.1: If you also want to erase data such as pictures and music, which is saved to your device's internal storage, mark the Erase internal storage checkbox (does not affect the SD card).
- Tap Reset phone/tablet or Erase everything.
- If required, draw your screen unlock pattern or enter your screen unlock password or PIN to continue.
- To confirm, tap Erase everything.
Tip: Your device does not revert to an earlier software version of Android when you perform a factory data reset.
Tip: To watch a video of how to do a factory data reset in Android 7.0, tap or click here.
If the issue persist, your phone may need servicing.
