My Phone Screen is Frozen or Locked Up

This document is intended for Moto E (1st and 2nd Gen.), Moto G (1st and 3rd Gen.), and Moto X (1st and 2nd Gen.) users

Note: Do not attempt to remove or replace your phone’s battery. This will void your warranty and could result in injury.

  1. Reboot your device by pressing and holding the POWER button for 10 seconds.

    • Data on your phone will not be deleted.

    • If your phone battery is charged below 5%, the device will not turn on. Charge your phone for a minimum of 15-20 minutes, then retry.

  2. If a reboot does not fix the issue, you may need to perform a factory reset of your phone: Factory Reset (KitKat 4.4.4) or Factory Reset .

    • Data on your phone will be deleted when a factory reset is performed

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