Sony Xperia XZ1 User manual

Troubleshooting
Have you tried this?
Xperia™ XZ1 Dual SIM support overview
There are a few things you should try first when you experience problems with your device:
Restart
By restarting your device you turn off all running applications and free up memory. This
sometimes automatically solves problems with your device . If the device won't restart
normally, you can force your device to restart. No settings or personal data are deleted
during a forced restart.
To restart your device
Your device may fail to restart if the battery level is low. Connect your device to a
charger and try restarting again.
1. Press and hold down the power key .
2. In the menu that opens, tap Restart. The device restarts automatically.
To force the device to restart or shut down
3. Press and hold down the power key and the volume up key at the same
time for 6 seconds.
4. Your device vibrates once. Depending on whether you wish to force the device
to restart or shut down, proceed as follows.
If you wish to force restart the device: Release the keys at this point. The
device restarts.
If you wish to force shut down the device: Continue pressing the keys.
After a few seconds, the device vibrates three times and turns off.
Update

Update your device to ensure that you have optimal performance and the latest
enhancements. Read about how to update and find latest software version.
Reset
Perform a factory data reset. This is sometimes the best solution if your device stops
functioning properly. Make sure that you know your Google™ account username and
password before you start.
To perform a factory data reset
To avoid permanent damage to your device, do not interrupt a factory data reset
procedure.
1. 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.
2. Find and tap Settings > System > reset.
3. Tap Factory data reset > Reset phone.
4. If required, draw your screen unlock pattern or enter your screen unlock
password or PIN to continue.
5. To confirm, tap Erase everything.
Your device does not revert to an earlier software version of Android when you
perform a factory data reset.
If you can’t access the Settings menu on your device, perform a software repair with the
Xperia™ Companion computer application. You can perform a software repair even if
your device seems totally unresponsive.
To repair the device software using Xperia™ Companion
If possible, you should always back up all personal data before performing a
software repair. All data in the internal memory is overwritten during a software
repair. Content on an external SD card is kept.
1. Make sure you know your Google™ account username and password. Depending
on your security settings, you may need to enter them in order to restart the
device after a software repair

2. Make sure that Xperia™ Companion is installed on your PC or Mac®.
3. Open the Xperia™ Companion software on the computer, but do not connect
your Xperia™ device until you're told to in the five-step instruction in the
Xperia™ Companion window.
4. Select Software repair on the computer screen.
5. Follow the on-screen instructions to reinstall the software and complete the
repair.
I cannot power on my device
Xperia™ XZ1 Dual SIM support overview
If your Xperia™ device doesn't respond when you try to turn it on, try these actions one after
the other. Verify after each action whether the problem was solved before trying the next one.
Allow your device enough time to start. Press and hold down the power key until the
device vibrates and then release it. It may take up to 10 seconds before the device
vibrates.
Make sure that your Xperia™ device is charged. If the battery is drained, it may take up
to 30 minutes for your device to respond to the charging. During this time, the screen
remains dark, not showing the charging icon. Also note that it can take up to 4 hours for
a drained battery to charge fully.
If you have trouble charging your Xperia™ device, start by making sure that you are
using an original Sony charger and a USB Type-C cable specifically intended for charging
your device. Try to charge the device with a different USB cable connected to the USB
port of a computer. If the device starts to charge, this may be a sign that the charger is
not working properly.
If there is a memory card in your device, remove it and restart the device. If removing
the memory card solves the issue, your SD card may be damaged. In this case you need
to get a replacement SD card for your Xperia™ device.
You can force your device to restart or shut down in situations where it stops
responding or won't restart normally. No settings or personal data get deleted during a
forced restart.
To force the device to restart or shut down
1. Press and hold down the power key and the volume up key at the same
time for 6 seconds.
2. Your device vibrates once. Depending on whether you wish to force the device
to restart or shut down, proceed as follows.

If you wish to force restart the device: Release the keys at this point. The
device restarts.
If you wish to force shut down the device: Continue pressing the keys.
After a few seconds, the device vibrates three times and turns off.
To turn on the device
3. Press and hold down the power key until the device vibrates.
4. Wait a moment for the device to start.
If a forced restart procedure doesn't succeed, you should try the 2-minute restart
procedure.
To force a 2-minute restart
1. Press and hold down both the volume up key and the power key for 120
seconds, ignoring any vibrations.
2. Release the keys. The device turns off automatically.
3. Charge the device until a charging icon appears on the screen.
4. Turn on your Xperia™ device.
Use the Xperia™ Companion computer application to perform a software repair to reset
your device. Note that all data is deleted from the internal storage of your device when
you perform a software repair. Content that you have saved on an external SD card,
such as photos, videos and music, is not deleted.
To back up your data using a computer
1. Make sure that Xperia™ Companion is installed on your PC or Mac®.
2. Connect your device to the computer using a USB Type-C™ cable.
3. Computer: Open the Xperia™ Companion software if it is not automatically
launched. After a few moments, the computer detects your device.
4. Make sure that the USB connection mode on your Xperia™ device is set to
Transfer files.
5. Select Backup on the Xperia™ Companion main screen and follow the on-screen
instructions.
To repair the device software using Xperia™ Companion

If possible, you should always back up all personal data before performing a
software repair. All data in the internal memory is overwritten during a software
repair. Content on an external SD card is kept.
6. Make sure you know your Google™ account username and password. Depending
on your security settings, you may need to enter them in order to restart the
device after a software repair
7. Make sure that Xperia™ Companion is installed on your PC or Mac®.
8. Open the Xperia™ Companion software on the computer, but do not connect
your Xperia™ device until you're told to in the five-step instruction in the
Xperia™ Companion window.
9. Select Software repair on the computer screen.
10. Follow the on-screen instructions to reinstall the software and complete the
repair.
The device doesn't seem to charge
Xperia™ XZ1 Dual SIM support overview
If the battery is drained, it may take up to 30 minutes for your device to respond to the
charging. During this time, the screen may remain completely dark, not showing the charging
icon. Also note that it can take up to 4 hours for a completely drained battery to charge fully.
Try these steps to find out if the problem relates to the charger:
oMake sure that you use an original Sony USB Type-C charger specifically intended
for charging your device.
oUse an original Sony charger plugged into a wall socket to charge your Xperia™
device. Your Xperia™ device charges much slowly when you charge it using a
computer and the USB cable.
oDisconnect the USB cable from your Xperia™ device and then plug the cable into
the USB port on the device again. Make sure that the charger cable is properly
attached to the USB port on your device, with no obstruction such as a
protective case. Check that the charger is properly plugged into a wall socket
with an active power source.
oMake sure that the charger port is free from lint, dust and moisture. A blocked
port can prevent the USB connector from fitting properly, and therefore prevent
charging. Ensure that the USB port is completely dry, and gently remove any lint
or dust using, for example, a wooden or plastic toothpick or a toothbrush.
oTry to charge the Xperia™ device by connecting another USB cable to the USB
port of a computer. If the device starts to charge, this may be a sign that the
charger is not working properly. Replace the charger with an original Sony
charger specifically intended for your device.
Turn off your device and then turn it back on. By doing this you turn off all running
applications and free up memory, which sometimes automatically solves the issue.

You can force your device to restart or shut down in situations where it stops
responding or won't restart normally. No settings or personal data get deleted during a
forced restart.
To force the device to restart or shut down
1. Press and hold down the power key and the volume up key at the same
time for 6 seconds.
2. Your device vibrates once. Depending on whether you wish to force the device
to restart or shut down, proceed as follows.
If you wish to force restart the device: Release the keys at this point. The
device restarts.
If you wish to force shut down the device: Continue pressing the keys.
After a few seconds, the device vibrates three times and turns off.
To turn on the device
3. Press and hold down the power key until the device vibrates.
4. Wait a moment for the device to start.
If a forced restart procedure doesn't succeed, you should try the 2-minute restart
procedure.
To force a 2-minute restart
0. Press and hold down both the volume up key and the power key for 120
seconds, ignoring any vibrations.
1. Release the keys. The device turns off automatically.
2. Charge the device until a charging icon appears on the screen.
3. Turn on your Xperia™ device.
If Battery Care is turned on, you may find that the device is not fully charged even after
charging for several hours. The Battery Care feature is designed to increase battery
lifespan and performance. You can choose to turn off Battery Care.

To enable or disable Battery Care
0. Find and tap Settings > Battery > Battery Care.
1. Tap the slider to enable or disable Battery Care.
Learned patterns of the regular charging cycle are saved by Battery Care. Even if the
function has been disabled, it adopts to the learned patterns after enabling the
function again.
Update your device to ensure that you have optimal performance and the latest
enhancements.
Read about how to update and find latest software version.
Use the Xperia™ Companion computer application to perform a software repair to reset
your device. Note that all data is deleted from the internal storage of your device when
you perform a software repair. Content that you have saved on an external SD card,
such as photos, videos and music, is not deleted.
To back up your data using a computer
0. Make sure that Xperia™ Companion is installed on your PC or Mac®.
1. Connect your device to the computer using a USB Type-C™ cable.
2. Computer: Open the Xperia™ Companion software if it is not automatically
launched. After a few moments, the computer detects your device.
3. Make sure that the USB connection mode on your Xperia™ device is set to
Transfer files.
4. Select Backup on the Xperia™ Companion main screen and follow the on-screen
instructions.
To repair the device software using Xperia™ Companion
If possible, you should always back up all personal data before performing a
software repair. All data in the internal memory is overwritten during a software
repair. Content on an external SD card is kept.
5. Make sure you know your Google™ account username and password. Depending
on your security settings, you may need to enter them in order to restart the
device after a software repair
6. Make sure that Xperia™ Companion is installed on your PC or Mac®.

7. Open the Xperia™ Companion software on the computer, but do not connect
your Xperia™ device until you're told to in the five-step instruction in the
Xperia™ Companion window.
8. Select Software repair on the computer screen.
9. Follow the on-screen instructions to reinstall the software and complete the
repair.
The device gets hot
Xperia™ XZ1 Dual SIM support overview
If you use your device to talk, transmit data, or play games or music for an extended
time, the device may get hot. This is normal because in these conditions the device uses
power than usual and therefore generates heat.
Update your device to ensure that you have optimal performance and the latest
enhancements. Read about how to update and find latest software version.
If you still have questions or concerns, you can contact us.
My battery runs out quickly
Xperia™ XZ1 Dual SIM support overview
Disable all data connections over mobile networks to save power when you're not using
the internet. Doing so does not prevent your device from transmitting data over other
wireless networks.
To turn data traffic on or off
1. Find and tap Settings > Network & Internet > Data usage.
2. Tap the Mobile data traffic slider to turn data traffic on or off.
When data traffic is turned off, your device can still establish Wi-Fi and
Bluetooth connections.
Turn off GPS, Bluetooth® and Wi-Fi connections when you don't need these features.
Increase the synchronisation interval for your email, calendar and contacts.
To change the inbox check frequency
1. Find and tap Email.

2. Tap , then tap Settings.
3. Select an account.
4. Tap Check frequency > Check frequency and select an option.
Keep track of your battery consumption and see which applications are using the most
power.
To review and reduce your battery consumption
1. Find and tap Settings > Battery to view the estimated remaining battery
percentage and battery time.
2. Tap Advanced to view a list of applications and features that have consumed
battery power since the last charging cycle.
3. Tap an item to get information on how to reduce its battery consumption.
To view battery consumption for applications
4. Find and tap Settings > Apps & notifications > App info.
5. Select an application and review its battery consumption under Battery.
Close and exit applications that you are not using.
Lower the screen brightness level.
To adjust the screen brightness manually regardless of lighting condition
1. Find and tap Settings > Display and tap the Adaptive brightness slider to disable
this function, if it is not already disabled.
2. Tap Brightness level.
3. Drag the slider to adjust the brightness.
If your device is connected to an external screen, turn off the screen on your device.
To turn off your device's screen when an external screen is connected
1. Find and tap Settings > Device connection.
2. Drag the slider beside Keep your device's screen on to the left.
Turn off your device or activate Airplane mode if you are in an area with no network
coverage. Otherwise, your device repeatedly scans for available networks, and this
consumes power.

To turn on Airplane mode
1. Find and tap Settings > Network & Internet.
2. Drag the slider beside Airplane mode to the right.
Use an original headset from Sony to listen to music. A headset consumes less battery
power than the device's loudspeakers.
Disable any live wallpaper.
Update your device to ensure that you have optimal performance and the latest
enhancements. Read about how to update and find latest software version.
Perform a factory data reset. This is sometimes the best solution if your device stops
functioning properly, but note that it will delete all personal content saved on the
internal memory of your device. Make sure to back up data that you want to keep.
To back up your data using a computer
1. Make sure that Xperia™ Companion is installed on your PC or Mac®.
2. Connect your device to the computer using a USB Type-C™ cable.
3. Computer: Open the Xperia™ Companion software if it is not automatically
launched. After a few moments, the computer detects your device.
4. Make sure that the USB connection mode on your Xperia™ device is set to
Transfer files.
5. Select Backup on the Xperia™ Companion main screen and follow the on-screen
instructions.
To perform a factory data reset
To avoid permanent damage to your device, do not interrupt a factory data reset
procedure.
6. 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.
7. Find and tap Settings > System > reset.
8. Tap Factory data reset > Reset phone.
9. If required, draw your screen unlock pattern or enter your screen unlock
password or PIN to continue.
10. To confirm, tap Erase everything.

Your device does not revert to an earlier software version of Android when you
perform a factory data reset.
My device freezes or applications suddenly shut down
Xperia™ XZ1 Dual SIM support overview
Downloaded applications can cause your device to behave unexpectedly or affect its
performance. Use safe mode to check if any downloaded applications are causing the
problem. 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 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.
To enable Safe mode
1. Turn off your device.
2. Press and hold down the power key .
3. When the Xperia™ logotype appears, release the power key, then press and hold
the volume down key until Safe mode appears on the screen.
To exit Safe mode, restart the device.
To uninstall an application from the Application screen
Only downloaded apps can be fully uninstalled.
4. Touch and hold the app icon until the device vibrates.

5. In the menu that opens, tap > OK.
Update your device to ensure that you have optimal performance and the latest
enhancements. Read about how to update and find latest software version.
Perform a factory data reset. This is sometimes the best solution if your device stops
functioning properly, but note that it will delete all personal content saved on the
internal memory of your device. Make sure to back up data that you want to keep.
To back up your data using a computer
The touchscreen isn’t working properly
Xperia™ XZ1 Dual SIM support overview
There are a number of solutions that you can try if your touchscreen is over-sensitive, acts on
its own, is unresponsive or has poor sensitivity.
The touchscreen’s performance may be affected by dirt, heat or the use of device covers
or screen protectors:
oIf you have applied a screen protector on your device, make sure that it is
properly fitted and that there are no air bubbles, dust or moisture under the
screen protector.
oRemove any protective case or cover from your device to verify it's not
interfering with the touchscreen.
oWipe the screen with a clean and dry cloth to make sure that your touchscreen is
clean. Make sure that your hands and fingers are clean and dry before using the
touchscreen.
oIf the device gets too hot, the touch functionality may be affected. Let it cool off
and then try using the touchscreen again.
Turn off your device and then turn it back on. By doing this you turn off all running
applications and free up memory, which sometimes automatically solves the issue.
You can force your device to restart or shut down in situations where it stops
responding or won't restart normally. No settings or personal data get deleted during a
forced restart.
To force the device to restart or shut down

1. Press and hold down the power key and the volume up key at the same
time for 6 seconds.
2. Your device vibrates once. Depending on whether you wish to force the device
to restart or shut down, proceed as follows.
If you wish to force restart the device: Release the keys at this point. The
device restarts.
If you wish to force shut down the device: Continue pressing the keys.
After a few seconds, the device vibrates three times and turns off.
To turn on the device
3. Press and hold down the power key until the device vibrates.
4. Wait a moment for the device to start.
If you are not wearing gloves, make sure Glove mode is turned off.
To turn off Glove mode
0. Find and tap Settings > Display > Glove mode.
1. Tap the slider to disable Glove mode.
If the problem occurs when your device is charging, make sure that you are using an
original Sony charger and a USB cable specifically intended for charging your device.
Other chargers may have a negative impact on the functionality of the touchscreen.
If there is a memory card in your device, remove it and restart the device. If removing
the memory card solves the issue, your SD card may be damaged. In this case you need
to get a replacement SD card for your Xperia™ device.
Use safe mode to check if any downloaded applications are causing the problem. 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 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.
To enable Safe mode
0. Turn off your device.

1. Press and hold down the power key .
2. When the Xperia™ logotype appears, release the power key, then press and hold
the volume down key until Safe mode appears on the screen.
To exit Safe mode, restart the device.
To uninstall an application from the Application screen
Only downloaded apps can be fully uninstalled.
3. Touch and hold the app icon until the device vibrates.
4. In the menu that opens, tap > OK.
Use the Xperia™ Diagnostics application to carry out a quick test to check the
touchscreen functionality. Xperia™ Diagnostics can assess potential hardware or
software issues on your Xperia™ device.
To run a diagnostic test
0. Find and tap Settings > System > About phone > Diagnostics.
1. Swipe to the TEST tab and select a test from the list.
2. Follow the instructions and tap YES or NO to confirm if the feature works.
3. Tap Done.
Update your device to ensure that you have optimal performance and the latest
enhancements. Read about how to update and find latest software version.
Use the Xperia™ Companion computer application to perform a software repair to reset
your device. Note that all data is deleted from the internal storage of your device when
you perform a software repair. Content that you have saved on an external SD card,
such as photos, videos and music, is not deleted.
To back up your data using a computer

0. Make sure that Xperia™ Companion is installed on your PC or Mac®.
1. Connect your device to the computer using a USB Type-C™ cable.
2. Computer: Open the Xperia™ Companion software if it is not automatically
launched. After a few moments, the computer detects your device.
3. Make sure that the USB connection mode on your Xperia™ device is set to
Transfer files.
4. Select Backup on the Xperia™ Companion main screen and follow the on-screen
instructions.
To repair the device software using Xperia™ Companion
If possible, you should always back up all personal data before performing a
software repair. All data in the internal memory is overwritten during a software
repair. Content on an external SD card is kept.
5. Make sure you know your Google™ account username and password. Depending
on your security settings, you may need to enter them in order to restart the
device after a software repair
6. Make sure that Xperia™ Companion is installed on your PC or Mac®.
7. Open the Xperia™ Companion software on the computer, but do not connect
your Xperia™ device until you're told to in the five-step instruction in the
Xperia™ Companion window.
8. Select Software repair on the computer screen.
9. Follow the on-screen instructions to reinstall the software and complete the
repair.
Check to see if the screen has been physically damaged in any way. If any damage has
occurred,contact us.
The sound during calls is bad
Xperia™ XZ1 Dual SIM support overview
If you experience that the sound quality is bad during calls, try these actions one after the
other. Verify after trying each action whether the problem was solved before trying the next
one.
Check the network signal strength in the status bar to make sure your device is
connected to a network. If the signal is weak or you have no signal, move to an open
location that is free from obstructions, or get close to a window.
If your Xperia™ device uses a cover or a case, remove it to see if the sound quality
improves.
Make sure that your hand isn’t covering the phone microphone, and check that there is
no water or dust blocking the microphone or the area around the microphone.

Turn off your device and then turn it back on. By doing this you turn off all running
applications and free up memory, which sometimes automatically solves the issue.
Make a call to another phone to confirm that there isn’t a problem with the ear speaker
of the phone you were calling when the problem arose. If possible, make a call with a
different SIM card, to make sure that your current SIM card isn’t defective or old.
If the suggested solutions do not work, try the following actions:
Run the Xperia™ Diagnostics application to verify that the microphone and ear speaker
are working properly.
To run a diagnostic test
1. Find and tap Settings > System > About phone > Diagnostics.
2. Swipe to the TEST tab and select a test from the list.
3. Follow the instructions and tap YES or NO to confirm if the feature works.
4. Tap Done.
Use safe mode to check if any downloaded applications are causing the problem. 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 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.
To enable Safe mode
1. Turn off your device.
2. Press and hold down the power key .
3. When the Xperia™ logotype appears, release the power key, then press and hold
the volume down key until Safe mode appears on the screen.
To exit Safe mode, restart the device.
To uninstall an application from the Application screen

Only downloaded apps can be fully uninstalled.
4. Touch and hold the app icon until the device vibrates.
5. In the menu that opens, tap > OK.
Update your device to ensure that you have optimal performance and the latest
enhancements. Read about how to update and find latest software version.
Perform a factory data reset. This is sometimes the best solution if your device stops
functioning properly, but note that it will delete all personal content saved on the
internal memory of your device. Make sure to back up data that you want to keep.
An app isn’t working
Xperia™ XZ1 Dual SIM support overview
If an app on your device isn’t working properly, try these actions one after the other. Verify
after each action whether the problem was solved before trying the next one.
Downloaded apps that you have not downloaded from Google Play™ may not be fully
compatible with your Xperia™ device. If the following actions do not solve the issue,
contact the developer of the app for further information.
Force the app to close down, and then open it again.
To force stop an app
1. Find and tap Settings > Apps & notifications > App info.
2. Find and tap the app that you want to stop.
3. Tap FORCE STOP > OK.
If the app requires an internet connection, make sure that your device has an active
internet connection (Wi-Fi or mobile network), and that Airplane mode is turned off.
To turn off Airplane mode

1. Find and tap Settings > Network & Internet.
2. Drag the slider beside Airplane mode to the left.
Restart your Xperia™ device and then try to use the app again.
If STAMINA mode is activated, deactivate it and restart your device. To save battery
power, STAMINA mode disables some functions on your device. This may affect app
performance. For example, apps used for streaming or GPS navigation may shut down
when the screen is turned off, and email and other apps that rely on syncing may not be
updated.
To disable STAMINA mode
1. Find and tap Settings > Battery > STAMINA mode.
2. Tap the slider to disable STAMINA mode.
To restart your device
Your device may fail to restart if the battery level is low. Connect your device to a
charger and try restarting again.
3. Press and hold down the power key .
4. In the menu that opens, tap Restart. The device restarts automatically.
Update the app on Google Play™ if you don’t have the latest version. Not all apps can be
updated using Google Play™.
Clear the cache for the app to delete any temporary files in the app's memory that may
be causing the problem. You will not lose any personal data by clearing the cache.
To clear application cache
1. Find and tap Settings > Apps & notifications > App info.
2. Select an application or service, then tap Storage > CLEAR CACHE.
The option to clear the application cache is not available for every application or
service.
Clear all app data that has been saved by the app since you started using it. Note that all
personal data saved by the app, such as login information and settings, will be erased.

To clear application data
1. Find and tap Settings > Apps & notifications > App info.
2. Select an application or service, then tap Storage > CLEAR DATA > OK.
When you clear application data, data for the selected application is deleted from
your device permanently. The option to clear application data is not available for
every application or service.
Uninstall all updates for the app to reset the app. All personal data saved by the app,
such as login information and settings, will be deleted. If possible, update the app again
using Google Play™.
To uninstall updates for an app
1. Find and tap Settings > Apps & notifications > App info.
2. Find and tap the app that isn’t working.
3. If available, tap .
4. Tap Uninstall updates > OK.
Uninstall the app, and then reinstall it. Note that some pre-installed apps cannot be
uninstalled.
To uninstall an application from the Application screen
Only downloaded apps can be fully uninstalled.
1. Touch and hold the app icon until the device vibrates.
2. In the menu that opens, tap > OK.
Update your device to ensure that you have optimal performance and the latest
enhancements. Read about how to update and find latest software version.

Perform a factory data reset. This is sometimes the best solution if your device stops
functioning properly, but note that it will delete all personal content saved on the
internal memory of your device. Make sure to back up data that you want to keep.
To back up your data using a computer
I cannot update my device software using a computer
Xperia™ XZ1 Dual SIM support overview
Make sure that the screen of your device is unlocked, and that the USB connection
mode on the device is set to Transfer files. The default connection mode is always set to
Charging only. For a computer to detect your device, select the Transfer files connection
mode every time you connect the device to a computer.
To set the USB connection mode to transfer files
1. Make sure that your device is connected to a computer via a USB Type-C cable.
2. From your Home screen, drag the status bar downwards.
3. Find and tap Android System > USB charging this device > Tap for options., then
select Transfer files.
When updating your device software using Xperia™ Companion, your computer must
have access to the internet. Visit any website, for example, www.sonymobile.com, to
verify that the computer can access the internet. If there is no internet connection,
check the cable, router and the internet service provider.
If your computer has a firewall, make sure that the firewall doesn't prevent the relevant
update applications from running.
Checking the firewall
Check your firewall and make sure that the applications listed below are allowed to
access the internet.
If you are using a PC:
oSony Mobile Update Engine.exe
oXperia Companion.exe
oXperia Companion Agent.exe