If your phone freezes or displays a white or black screen, it is typically due to high system usage, insufficient storage space, or temporary software conflicts. These are usually temporary issues that can be resolved with some simple troubleshooting. Please follow the steps below.
I. System Troubleshooting and Performance Optimization
1. Force Restart the Device
If the screen is frozen and unresponsive, please try force restarting the phone first. Press and hold the Power button and Volume Up button simultaneously for more than 10 seconds. Release the buttons when the phone vibrates, and wait for the system to restart.
2. Clear RAM and Storage Space
Insufficient memory is a main cause of random freezing. We recommend cleaning your phone regularly:
Swipe up from the home screen and go to "Recent Tasks" screen and tap the "Clear" button to close all background apps.
Open the "Phone Manager" app and use the "Clean Up Storage" feature to delete unnecessary junk files, ensuring your phone has enough free space.
3. Update the System Version
Older system versions may have compatibility issues. Please go to Settings > About Device, and tap the card at the top to check for updates. If a new version is available, we recommend updating to the latest version while connected to Wi-Fi. New versions often fix known bugs and improve stability.
II. App Troubleshooting and Advanced Repair
1. Reinstall or Update Specific Apps
If the black screen or freezing only happens when opening a specific third-party app, it indicates an incompatibility between that app and the system. Please check the Google Play to see if an update is available. If it is already up to date, try uninstalling the app (please back up important data within the app first) and then re-downloading it from Google Play.
2. Reset to Factory Settings
If none of the above methods solve the problem, there may be an issue with system files. We recommend backing up all important data on your phone first, then going to Settings > Search for "Reset Phone" in the search bar > Erase all data.
💡 Pro Tip:
After running for a long time, electronic devices may occasionally lag due to accumulated software cache. This is normal. We recommend restarting your phone once a week to clear the system cache and keep your phone running smoothly.
If the issue persists, please visit a realme Customer Service Center with your proof of purchase for professional inspection.