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My screen is locked and I’ve forgotten my code

Depending on the type of screen lock you are using there are different options.

  • Pattern: After five unsuccessful attempts, you have to wait 30 seconds before you can try again. If you cannot remember the pattern, press Next to unlock with the security question.
  • PIN or password: After five unsuccessful attempts, you have to wait 30 seconds before you can try again.
  • Face unlock: If the device fails to recognise you, it immediately prompts you to enter the backup method, pattern or PIN.
  • If all of the above have been forgotten, you need to reinstall the device software using a computer.

    More

    To reinstall your software using PC Companion

    Note: Make sure that PC Companion is installed on your PC.

    1. Open the PC Companion application on the PC, then click Start under Support Zone.
    2. Click Start under Phone Software Update.
    3. Click repair my phone / tablet.
    4. Select your phone.
    5. Follow the instructions that appear on the screen to complete the repair.

    To reinstall your software using the Sony™ Bridge for Mac application

    Note: Make sure that Sony™ Bridge for Mac is installed on your Mac.

    1. Open the Sony Bridge for Mac application on your Mac.
    2. Click Phone > Repair phone > Continue.
    3. Select your phone.
    4. Follow the instructions that appear on the screen to complete the repair.

I’ve forgotten my MacAfee PIN

  • If you have turned on the McAfee Mobile Security you may need to enter your PIN (6 digits). If you have forgotten your PIN, tap Forgot your PIN? to receive a new by email to the address you have registered.

    More

    To uninstall McAfee Security

    1. From the Home screen, tap . menu icon
    2. Find and tap Settings > Security > Device administrators.
    3. Unmark the McAfee Security checkbox.
    4. Tap Deactivate and enter your PIN (6 digits), then tap Unlock. If you have forgot your PIN, tap Forgot your PIN? to get a new PIN by email.

My device is asking for a PUK code

  • If you enter your PIN (Personal Identification Number) code incorrectly several times, the SIM card is locked. You then need the PUK (Personal Unblocking Key) code to unlock the device. To get help with your PIN and PUK codes, contact your network operator.

    Note! If you enter an incorrect PUK code too many times, you need to contact your network operator to get a new SIM card.

My battery runs out quickly

  • Disable mobile data traffic to save power when you’re not using the Internet.
  • Turn off GPS, Bluetooth® and Wi-Fi® connections when you don’t need these features.
  • Use any of the power saving modes, for example STAMINA mode that minimises battery consumption when the screen is inactive.

    More

    To activate a power saving mode

    1. In Settings, find and tap Power management.
    2. Activate your preferred mode, and confirm if necessary.
  • Close and exit applications that you are not using.
  • Lower the screen brightness level and disable any live wallpaper.

I cannot power on my phone

  • It might be that the battery is drained. If the battery is completely discharged, the device needs to charge for a while before the battery status light is lit. Charge the battery for at least 30 minutes, and then turn on the device.

  • If your device stops responding or won’t shut down normally, you can force your device to shut down, and then turn it on again.

    More

    To force the device to shut down (built-in battery)

    1. Press and hold down both the volume up key and the power key for 10 seconds.
    2. After your phone vibrates three times, release the keys. The phone turns off automatically.

    To force the device to shut down (removeable battery)

    1. Remove the battery
  • Reinstall your device software using a computer. Support is available for both PC and Mac. Note that all data is deleted from the device when you perform a software repair.

    More

    To reinstall your software using PC Companion
    Note: Make sure that PC Companion is installed on your PC.

    1. Open the PC Companion application on the PC, then click Start under Support Zone.
    2. Click Start under Phone Software Update.
    3. Click repair my phone / tablet.
    4. Select your phone.
    5. Follow the instructions that appear on-screen to complete the repair.

    To reinstall your software using the Sony™ Bridge for Mac application

    Note: Make sure that Sony™ Bridge for Mac is installed on your Mac.

    1. Open the Sony Bridge for Mac application on your Mac.
    2. Click Phone > Repair phone > Continue.
    3. Select your phone.
    4. Follow the instructions that appear on-screen to complete the repair.
Legal information

Legal information

Sony SGP311/SGP312

This User guide is published by Sony Mobile Communications AB or its local affiliated company, without any warranty. Improvements and changes to this User guide necessitated by typographical errors, inaccuracies of current information, or improvements to programs and/or equipment, may be made by Sony Mobile Communications AB at any time and without notice. Such changes will, however, be incorporated into new editions of this User guide.

©Sony Mobile Communications AB, 2013.

All rights reserved.

Your device has the capability to download, store and forward additional content, for example, ringtones. The use of such content may be restricted or prohibited by rights of third parties, including but not limited to restriction under applicable copyright laws. You, and not Sony, are entirely responsible for additional content that you download to or forward from your device. Prior to your use of any additional content, please verify that your intended use is properly licensed or is otherwise authorized. Sony does not guarantee the accuracy, integrity or quality of any additional content or any other third party content. Under no circumstances will Sony be liable in any way for your improper use of additional content or other third party content.

This User guide may reference services or applications provided by third parties. Use of such programming or services may require separate registration with the third party provider and may be subject to additional terms of use. For applications accessed on or through a third-party website, please review such websites’ terms of use and applicable privacy policy in advance. Sony does not warrant or guarantee the availability or performance of any third-party websites or offered services.

All product and company names mentioned herein are the trademarks or registered trademarks of their respective owners. Any rights not expressly granted herein are reserved. All other trademarks are property of their respective owners.

Visit www.sonymobile.com for more information.

All illustrations are for illustration purposes only and may not accurately depict the actual device.

This product is protected by certain intellectual property rights of Microsoft. Use or distribution of such technology outside of this product is prohibited without a license from Microsoft.

Content owners use Windows Media digital rights management technology (WMDRM) to protect their intellectual property, including copyrights. This device uses WMDRM software to access WMDRM-protected content. If the WMDRM software fails to protect the content, content owners may ask Microsoft to revoke the software's ability to use WMDRM to play or copy protected content. Revocation does not affect unprotected content. When you download licenses for protected content, you agree that Microsoft may include a revocation list with the licenses. Content owners may require you to upgrade WMDRM to access their content. If you decline an upgrade, you will not be able to access content that requires the upgrade.

This product is licensed under the MPEG-4 visual and AVC patent portfolio licenses for the personal and non-commercial use of a consumer for (i) encoding video in compliance with the MPEG-4 visual standard ("MPEG-4 video") or the AVC standard ("AVC video") and/or (ii) decoding MPEG- 4 or AVC video that was encoded by a consumer engaged in a personal and non-commercial activity and/or was obtained from a video provider licensed by MPEG LA to provide MPEG-4 and/or AVC video. No license is granted or shall be implied for any other use. Additional information including that relating to promotional, internal and commercial uses and licensing may be obtained from MPEG LA, L.L.C. See http://www.mpegla.com. MPEG Layer-3 audio decoding technology licensed from Fraunhofer IIS and Thomson.