Troubleshooting device freeze or crashes - TELUS Diamond

Guide for troubleshooting device freeze or crashes - TELUS Diamond

Windows Mobile devices may occasionally freeze, lock up, or have sluggish performance. To keep your device running smoothly, follow these maintenance tips regularly:

• Use the Task Manager to stop programs running in the background. Select the Quick Menu icon (located on the top right) > Select Stop all currently running programs icon. See the images below and follow the red circles. Note: You can also close programs by going to Start > Settings > System > Task Manager > Stop All.

• Check the available memory by going to Start >Settings >System Tab > Memory > Main:

Is there at least 5MB free in Storage and Program each?

• If there isn’t, free up memory by Moving files (music, pictures, etc.) to a Storage Card. Shut down running programs that are not in use by going to Start >Settings >System Tab >Task Manager.

Note: You can use the “Button” setting within Task Manager to enable the shutdown of programs simply by tapping the "X" in the upper right hand of a program.

• Clear the History and Temp files in Internet Explorer by going to Start > Internet Explorer.

Go to Menu > Tools > Options. To clear the History, tap on the Memory tab followed by the Clear History Button. Note: Deleting the Files will free up more device memory.


Clear the History and Temp files in Opera Mobile. From the Today Screen, use TouchFlo to access Internet > Browser.


Go to Menu > Settings.


Tap on Privacy and scroll up on the screen until you see the options.


To clear the browser History, tap on Delete History. Tap Yes to confirm.
To clear the device cache, tap on Delete Cache. Tap Yes to confirm.
To clear the cookies, tap on Delete Cookies. Tap Yes to confirm.

Tap either of the X’s to save and exit.

• Does the issue coincide with a recent program addition? If the issue began around the same time that you installed a 3rd party application(s) on the unit, remove the program(s) by going to Start > Settings > System Tab > Remove Programs:

After all 3rd party applications have been removed, Soft Reset the device by inserting the tip of the stylus into the reset hole on the bottom of the device. Once the Soft Reset is complete, retest the unit. If the issue is no longer present, add the 3rd party applications back one at a time, testing thoroughly after each is added. If the issue returns after the installation of a 3rd party application, do not to use that application and contact the provider to see what other options are available. If the preceding troubleshooting steps do not resolve the issue, perform a Hard Reset on the device.

Warning: All data will be permanently deleted from the device during the Hard Reset process!!! A master reset restores the original factory settings and can erase all downloaded content, including ringtones, camera images, contacts stored in the handset memory, and Java™ applications. It does not erase data stored on the SIM card or memory card (if available). Back up all necessary data on the device memory before proceeding.

The preferred method for a Hard Reset is via Start > Settings > System > Clear Storage.


If the device is frozen or locked on the home screen and power cycling the device does not resolve the issue try to Hard Reset the device using the hardware buttons. With the device turned off, Press and hold at the same time the Volume down + Action Key + Power on (keep holding for about 5-8 sec.) then follow the screen introduction in order to go back to default setting. Press the Volume Up Key to reset the device.


Once the Hard Reset has been completed and the automatic Customization process had been allowed to complete, you will need to thoroughly test the unit; if the issue returns, the unit can then be considered for a Warranty Exchange as long as there is no physical or liquid damage.