Recover unresponsive or slow device

When to reset device firmware

If your device does not power on, or has serious software-related issues, using LMSA to reset (flash) the device (software) could resolve the issue.

Resetting the firmware does not resolve hardware issues that require repair.

Things to try before resetting device firmware

Before resetting the device firmware, check if the following steps resolve your issue:

  • Confirm that the charger and cable work with another device, using the same power outlet. Check that charging port is not blocked.
  • Hold the Power button down for 30 seconds to restart the device. If this doesn't work, charge your phone for at least 5 minutes. Then, while connected to the charger, restart again by holding down the Power button for 30 seconds.
  • Call your phone from another phone to check if the screen could be defective.

Reset device firmware

If your device does not power on or has serious software issues, resetting the device firmware could resolve the issue and avoid having to repair or replace your device.

WarningResetting device firmware erases all files and apps that you added to the device and resets the device to the original factory condition. When possible, back up your files before resetting the device firmware.

To reset device firmware:

  1. If your device powers on, back it up before reinstalling the device firmware.
  2. If you have an LMSA account, log into LMSA.
  3. On the Flash tab, click Switch to Rescue.

  4. Do one of the following:

    • If your device is registered with your LMSA account, select it from the list of registered devices.
    • Otherwise, select your device type (Lenovo phone, Lenovo tablet, or Motorola phone), then select the properties of your device. Be careful to select the correct properties for your device to ensure that the correct firmware is installed. If you’re not sure, check your device’s packaging, order receipt, or other information provided with your device.

  5. Click to download the firmware to your download location, which may take several minutes.

    The Rescue button is active after the software is downloaded.

  6. Do one of the following:

    • If recovering a Lenovo device, disconnect the device from the computer, and turn off device. While pressing the volume up and volume down keys simultaneously, connect the phone to the computer with a USB cable. Then click OK to start flashing (installing) the software.
    • If recovering a Motorola device, disconnect the device from the computer, and turn off device. Press the volume down and power keys simultaneously until the phone enters Fast Boot Flash mode, then connect the phone to the computer with a USB cable. Then click OK to start flashing (installing) the software.
  7. Click OK when you see “Rescue completed”.

  8. If recovering a Lenovo device, set the country code:

    • Power on phone.
    • Turn on USB debugging, and authorize PC to connect with phone.
    • On the phone, dial ####682# and then follow the onscreen instructions to set the country code.
  9. Remove download from your computer if no longer needed.

If device cannot be recovered

If resetting the firmware does not resolve your issue, request a repair for your Motorola or Lenovo device.