Jump to content

Tablet Locks Up or Freezes (Android 4.1/Jelly Bean)

  • PrintPrint
This document applies to HP tablets with Android 4.1/Jelly Bean operating system.
This document can help you find and troubleshoot problems that cause the tablet to stop responding, freeze, or lock up.

Before you begin troubleshooting your HP tablet

If an error message displays on the screen, write down the error message exactly as it appears. Restart the tablet and search the Internet using the exact text from the error message to find a solution.

Find a fix that matches your tablet's symptom

Choose a symptom from the list below that best describes the error condition you are experiencing.
Perform a hard restart to unlock the tablet. Press and hold the power button for more than eight seconds. After the tablet fully shuts down, press the power button again to restart.
If an Android OS update installation fails, you might see a black screen with a green robot and red caution icon:
Figure 1: Android error screen
Android error screen
To restore the tablet to working condition when this error screen appears, press and hold the power button for more than eight seconds. After the tablet fully shuts down, press the power button again to restart. If the tablet starts normally and the error screen does not reappear, you are done.
If the error screen reappears, perform a factory reset on the tablet. Refer to one of the following HP support documents, depending on your tablet model:
Use the following steps, in order, to troubleshoot an app if it stops responding:
  1. Reboot the tablet
    A hard restart can resolve many tablet performance issues. To perform the hard restart: Press and hold the power button for more than eight seconds. After the tablet fully shuts down, press the power button again to restart.
    If the app is now responding, you are done. If the app is still not responding, continue to the next troubleshooting step.
  2. Check for system updates
    You must be connected to the Internet to check for updates. Use the following steps to check for system updates on your tablet:
    1. On the Home screen, touch the All apps icon, and then touch the Settings icon.
    2. In the System section, touch About tablet .
      Figure 2: About tablet
      About tablet in the System section of the Settings menu
    3. Touch System updates .
      Figure 3: System updates
      System updates
    4. Touch Check now .
    5. Install any available system updates.
    If the app is now responding, you are done. If the app is still not responding, continue to the next troubleshooting step.
  3. Check for an updated version of the app
    Use the following steps to check in the Google Play Store for an updated version of the unresponsive app:
    1. On the Home screen, touch the All apps icon, and then touch the Settings icon.
    2. Touch the download icon at the top of the page to view My Apps.
    3. In the Installed apps list, look for the unresponsive app under the Manual updates or Updates heading.
    4. Touch the app from the list to open the app page.
    5. Touch Update .
    If the app is now responding, you are done. If the app is still not responding, continue to the next troubleshooting step.
  4. Force stop the app
    Use the following steps to manually stop the unresponsive app from running:
    1. On the Home screen, touch the All apps icon, and then touch the Settings icon.
    2. In the Device section, touch Apps .
      Figure 4: Apps
      Apps in the Device section of the Settings menu
    3. In the Running apps list, locate the unresponsive app. Touch the app to view the App info page.
      Figure 5: App in the Running apps list (example)
      App in the Running apps list (example)
    4. Touch Force stop .
      Figure 6: Force stop
      Force stop
    If the app is now responding, you are done. If the app is still not responding, continue to the next troubleshooting step.
  5. Clear the app's cache
    Use the following steps to clear the unresponsive app's cache:
    1. On the Home screen, touch the All apps icon, and then touch the Settings icon.
    2. In the Device section, touch Apps .
      Figure 7: Apps
      Apps in the Device section of the Settings menu
    3. In the Running apps list, locate the unresponsive app. Touch the app to view the App info page.
      Figure 8: App in the Running apps list (example)
      App in the Running apps list (example)
    4. Touch Clear cache .
      Figure 9: Clear cache
      Clear cache
    If the app is now responding, you are done. If the app is still not responding, continue to the next troubleshooting step.
  6. Clear the app's data
    When you clear an app's data, any information you have saved in the app is lost. Use the following steps to clear the unresponsive app's data:
    1. On the Home screen, touch the All apps icon, and then touch the Settings icon.
    2. In the Device section, touch Apps .
      Figure 10: Apps
      Apps in the Device section of the Settings menu
    3. In the Running apps list, locate the unresponsive app. Touch the app to view the App info page.
      Figure 11: App in the Running apps list (example)
      App in the Running apps list (example)
    4. Touch Clear data .
      Figure 12: Clear data
      Clear data
    If the app is now responding, you are done. If the app is still not responding, continue to the next troubleshooting step.
  7. Uninstall apps or updates
    If the unresponsive app is a system app that cannot be uninstalled, use the following steps to uninstall the most recent app updates. If the app is not a system app, use the following steps to uninstall the unresponsive app from your tablet:
    1. On the Home screen, touch the All apps icon, and then touch the Settings icon.
    2. In the Device section, touch Apps .
      Figure 13: Apps
      Apps in the Device section of the Settings menu
    3. In the Running apps list, locate the unresponsive app. Touch the app to view the App info page.
      Figure 14: App in the Running apps list (example)
      App in the Running apps list (example)
    4. Touch Uninstall updates or Uninstall .
      Figure 15: Uninstall updates
      Uninstall updates
    5. Touch OK to confirm.
    If this solved the problem, you are done. If the app is still not responding, continue to the next troubleshooting step.
  8. Perform a factory reset
    If the previous steps did not fix the problem, perform a factory reset on the tablet. All apps are uninstalled, and all data is wiped from the device during a factory reset. Refer to one of the following HP support documents, depending on your tablet model:
The following conditions can cause the touch screen to become unresponsive, or insensitive to touch input:
  • The screen is locked : If the screen displays a lock icon and does not respond to touch, the screen needs to be unlocked, using whichever method is currently set to unlock the tablet. Refer to the HP support document Using and Customizing the Lock Screen on Your HP Tablet for information about unlocking the screen.
  • A screen protector is installed : If the protective sleeve on the front of the display is too thick, the display cannot function properly in response to touch. The screen protector must be .9mm or thinner. Remove the screen protector to test whether the touch screen is working properly.
  • You are using a stylus that is not designed for the tablet : Not all stylus pens can function as input devices on the tablet. Check whether the screen responds to touch from your finger. If the touch screen responds to finger input but does not respond to stylus input, the stylus is not compatible with the tablet.
  • There is a physical barrier : If you are wearing gloves, or there is some other physical barrier between your fingers and the touch screen, the screen may not respond to touch. Remove the barrier to test whether the touch screen is working properly.
If none of the above conditions apply, use the following steps, in order, to troubleshoot an unresponsive touch screen :
  1. Perform a hard restart. Press and hold the power button for more than eight seconds. After the tablet fully shuts down, press the power button again to restart.
  2. If hard restarting did not fix the problem, perform a factory reset on the tablet. Refer to one of the following HP support documents, depending on your tablet model:
  3. If the previous two options did not fix the problem, the tablet needs to be replaced. Contact HP for assistance.
If you suspect the symptom is caused by a hardware problem, Contact HP for assistance.