Phone Not Powering On and the Screen Is Black

Symptoms

  • Phone does not power on when pressing the power button
  • Phone does not appear to be charging
  • Screen is black

Environment

Resolution

  1. Remove any protective cases
  2. Connect the phone to the charger for at least 30 minutes
    • Note: There may be no indicator, but the phone is charging
  3. After 30 minutes, press and hold the Power button for upwards of five minutes
    • Note: Once the phone comes on, you can release the power button. If the phone does not power on, continue with step 4.
  4. Force Reboot Your Phone
  5. If the issue persists, attempt to Clear the System Cache
    • Note: This step only applies to certain phones; check the Environment section of the Clear the System Cache article to ensure your phone is listed. If not, continue to Step 6.
  6. If the screen is still black, Perform an External Factory Reset
    • Note: This step will delete all files on your phone
  7. If none of the steps above resolved the issue, open a Help Ticket or respond to your existing ticket

Cause

Some phones, such as those without removable batteries are more likely to go into protection mode. This causes your phone to remain powered off to conserve enough power to maintain the data stored on your phone.

Additional Notes

  • You will also want to make sure that you test charging with different chargers, cables, and outlets
  • If the phone does not power on, please open a help ticket and list the troubleshooting steps you have completed

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