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What can I do if my phone keeps rebooting or won't boot all the way to the Home screen?

When the phone is unable to fully boot to the Home screen or keeps rebooting, it may be having issues launching the operating system. In these cases, the screen may show a warning icon, such as a red triangle with an exclamation mark , or it may show the HTC or carrier splash screen but not proceed to the Home screen before rebooting. You can use one of three different button combinations to force the phone to restart the boot process. See How do I reboot the phone using hardware buttons? for details.

If the phone is still unable to boot to the Home screen, you may need to reset the phone to factory settings. Since the phone will not boot properly, the factory reset can only be performed using special commands outside of the device settings. See How do I perform a factory reset using hardware buttons? for details.

If the phone continues to experience problems after the factory reset or the reset cannot be completed, you can reinstall the software, which will also delete all content on the phone and install the latest software version.

How do I perform a factory reset using hardware buttons?

Before you do a factory reset, please be aware of the following:
  • A factory reset will erase all data, media, and files from the phone storage. You'll lose them and won't be able to restore them if you didn't sync or back them up before. Make sure you've backed up all important information and files before you proceed.
  • Make sure the phone is charged to at least 35% before performing the reset, or is connected to an HTC charger and is actively charging.
  • Make sure you know your Google® Account name and password. You'll need them to unlock your phone after the factory reset.

    For phones with Android 5 Lollipop or higher, Device Protection may be enabled, which means that after the factory reset, you'll need to sign in using the same Google® Account that was logged into your phone. If you forgot your Google® Account password, use your computer web browser and go to www.google.com/accounts/recovery to reset your password first.

To perform the factory reset:

  1. Turn the phone off.
  2. Do one of the following:
    Phone models Do this
    Phones with pressure-sensitive buttons such as HTC U12+
    1. Press and hold the POWER button.
    2. When the phone vibrates, release your finger, and then immediately press the VOLUME DOWN button.
    Other HTC phones
    1. Press and hold the POWER and VOLUME DOWN buttons.

      Note: For some phones, you may need to hold VOLUME UP instead.

    2. Release these buttons when you see the Download mode screen.
    3. Press VOLUME DOWN to navigate to the Reboot to bootloader option, and then press the POWER button to select it.
  3. Keep pressing VOLUME DOWN until you've selected the Boot to Recovery mode option, and then press the POWER button.
  4. When you see the screen showing an exclamation mark, do one of the following:
    • In phones that have pressure-sensitive buttons such as HTC U12+, press and hold the VOLUME UP button.
    • In other HTC phones, press and hold the POWER and VOLUME UP buttons.
    You'll then see the Recovery mode screen.
  5. Press VOLUME DOWN to navigate to the Wipe data/factory reset option, and then press the POWER button to select it.
  6. If prompted to confirm, press VOLUME DOWN to select Yes, and then press the POWER button.
Note: Make sure you do not select the other options on the screen. Doing so may void your warranty or brick your phone.
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