Troubleshoot Firefox OS

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  • Revision id: 51983
  • Created:
  • Creator: Michael Verdi
  • Comment: Added instructions for a hard reset
  • Reviewed: Yes
  • Reviewed:
  • Reviewed by: hermina_condei
  • Is approved? Yes
  • Is current revision? No
  • Ready for localization: Yes
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  • Readied for localization by: hermina_condei
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This article will walk you through a few simple steps you can take to fix issues with your device or an app.

Important: If you believe your device is malfunctioning, please contact the place where you purchased it to check if there is a hardware issue.
Important: If you have questions about your bill, please contact your carrier.

1. Close an app that is frozen or not responding

You can easily quit an app by using the app switcher.

  1. Press and hold the home button at the bottom of the device.
  2. The app switcher will appear with images of your running apps.
  3. Swipe through the images to find the app you want to close (if you have more than one application open).
  4. Swipe up to close the app or press the X at the top left corner of the image and the app will quit.
    How to close an app
  5. Tap the home button to return to the home screen.

For more info, see Switch or quit apps.

2. Make sure you are connected to the Internet

Some apps require a data connection to work. Verify that you have a Wi-Fi or data connection and then try again.

  1. Pull down the notification tray from the top of the screen.
    Internet connection
  2. If the Wi-Fi or data connection icon is not blue, tap it to reconnect.

For details, see Connect to Wi-Fi or data.

3. Check for updates

Here's how to manually check for system and app updates:

Note: Your device manufacturer, together with your service provider, is responsible for providing Firefox OS system updates to you.

  1. Open the Settings app on your device.
  2. Scroll down to the Device section and select Device information.
  3. On the Device information screen, go down to the Software updates section and tap Check now.

For details, see Update to a new version

4. Restart your device

Quickly restarting can fix many issues.

  • To restart your Firefox OS device, press and hold the power button and then select Restart Phone from the menu.

If your device does not respond and you can't restart it, try a hard restart.

  1. Open the device's battery cover.
  2. Remove and then replace the battery.
  3. Put the battery cover back on.
  4. Hold the power button to turn the device on.

5. Reset your device

Warning: Resetting your device will delete all your data, like apps, contacts, email, messages, calendars and settings. It will restore your device to the state it was in when you first purchased it. Use this step as a last resort.
  1. Open the Settings app on your device.
  2. Scroll down to the Device section and select Device information.
  3. On the Device information screen, tap More Information.
  4. Tap the Reset phone button and then OK.

Any apps that you purchased can be re-installed by signing in to the Marketplace and checking the My Apps section. For more info, see What is the Marketplace?

If you can't reset your device normally, you can do what's called a "hard reset."

  1. Make sure your device is off. If you can't turn it off normally, remove and then replace the battery.
  2. Hold down the power, volume up and home button all at the same time until you see the reset screen.
  3. Press the volume up to continue resetting your device.

Get additional help or submit feedback

If you are having trouble performing any of these steps or they don't fix the problem, please contact the place where you purchased your device or ask our volunteer community for help.

If you would like to send feedback to Mozilla about the device:

  1. Open the Settings app.
  2. Scroll down to the Device section and select Improve Firefox OS.
  3. Then tap the Send Feedback button.