How to fix a Nokia 6 2019 smartphone that is frozen or not responding (easy steps)

Highlighted in this post are generic solutions to unfreeze a frozen Nokia 6 (2018) smartphone. If you’re here for help in dealing with the same issue, then I encourage you to read further.

A device that gets stuck on any screen usually imply a more serious system error. It’s possible that the main system (OS) is corrupted and therefore no longer able to work as intended. But in most cases, a device becomes frozen when using an app that is glitching, loading a corrupted file, or opening a certain file with bug or malware in it. Memory issues like insufficient memory space or when the phone is already low on memory can also trigger the same symptom to occur. If this is the case, the problem you’re dealing with is on depreciated performance.

In worst case scenario, a device can get stuck or frozen due to hardware issues like when some physical components are damaged from wear and tear, if not due to accidental drops or liquid exposure on the device. In this case, your phone needs service. Meanwhile if the main issue is tied to a software problem, then it can potentially be resolved on your end. This denotes the need for you to troubleshoot. And to give you some inputs, I have mapped out some helpful workarounds for you to try on.

Before we proceed, if you’re looking for a solution to a problem with your phone, try to browse through our troubleshooting pages to see if we support your device. If your phone is in the list of our supported devices, then go to the troubleshooting page and look for similar problems. Feel free to use our solutions and workarounds. Don’t worry it’s free. But if you still need our help, then fill up our Android issues questionnaire and hit submit to contact us.


First solution: Forced restart.

Before you begin, remove any SD card from your phone. Sometimes, a corrupted SD card file or data segment can also cause your device to become unresponsive. After removing the SD card, follow these steps to force your Nokia 6 2018 to restart:

  1. Press and hold the Volume Up and Power buttons simultaneously.
  2. Release both buttons when the phone boots up.

A forced restart is a simulated battery removal procedure that works the same as the usual reboot or soft reset but done using the hardware keys given that the screen is unresponsive. This too will not affect any data stored on the internal memory of your phone so doesn’t result to data loss.

Second solution: Force your phone to restart while charging.

If your phone is stuck on black screen and unresponsive, it’s possible that it has run out of power so it’s doing anything. There might be some rogue apps that caused massive power draining. In this case, performing a forced restart while your phone is charging can help. A force restart will clear any errant apps thereby allowing the device to normally charge up. Here’s what you should do then:

  1. Connect your phone to the charger then let it charge for about 10 to 15 minutes.
  2. Then press and hold the Volume Up and Power buttons simultaneously.
  3. Release both buttons when the phone boots up.

Once your phone has booted up, force close all background apps to stop them from causing the same problem to occur.

Third solution: Boot into safe mode and diagnose apps.

All third-party apps are temporarily disabled in safe mode. Thus enabling safe mode can help you determine whether a third-party app is causing your device to freeze or get stuck. Here’s how to enable safe mode on your Nokia 6 2018:

  1. Turn your phone off. You may need to do a long press on the Power button until it shuts down.
  2. After about 30 seconds, turn it back on. Alternatively, you can just do a forced restart to unfreeze your device.
  3. With your phone turned on, press and hold down the Power button for a few seconds.
  4. Select Power off from the menu option.
  5. Then tap until the Restart to safe mode prompt appears.
  6. Read the information then tap OK to continue.

Wait until your phone boots up in safe mode. You will know when it’s already running in safe mode if you see Safe Mode at the bottom left corner of the display.

Now, test to see how your phone works while in safe mode. If it does not freeze in this mode, then a third-party app is the culprit. Try to think of which from your recently downloaded app is causing the problem. It’s most likely the one you downloaded before the phone started to crash or freeze.

Fourth solution: Update software to the latest version.

Installing the latest software version on your phone can also help if the problem is tied to a system bug or malware. Updates not only bring in new features but also contains fix patches that are used to clear any bug and system glitches that caused the device to misbehave. To check for software update on your Nokia 6 2018, follow these steps:

  1. Tap Settings.
  2. Tap About phone.
  3. Select System updates.
  4. Tap Check for update.

An update notification will show up if a new software version is available for your phone. Read and review the information to know what the new update brings and does to your device. And for safekeeping, back up all your important data. Then follow the onscreen prompts to proceed with the update downloading and installation. Don’t forget to reboot your phone afterwards to ensure that the new system changes are properly implemented.

Fifth solution: Master reset or factory data reset.

If the problem persists after exhausting all possible solutions on your end, then most likely it’s a complex system error probably some tough bugs that require more advanced solutions like a full system reset. This however will result to data loss as everything will be deleted in the process. If you wish to give it a try, then follow these steps to get started:

  1. Go to the Main Menu or Home screen.
  2. Tap Settings.
  3. Tap Backup and Reset.
  4. Select Factory Data Reset from the given options.
  5. Mark or select the Reset phone option to erase all data stored on the internal memory of your phone.
  6. Tap Erase everything to confirm.

If your phone is still frozen up to this point, then the above method won’t be applicable. This is when an external reset would be necessary. It’s a master reset through Android recovery mode and is done using hardware key combinations. Just follow these steps then:

  1. With your phone turned off, press and hold the Volume Up and Power buttons simultaneously for about 20 to 30 seconds.
  2. Release both buttons when the Recovery Mode screen appears.
  3. Press the Volume Down button several times until the Wipe data/factory data reset option is highlighted or selected.
  4. Then press the Power button to confirm option selection.
  5. Press the Volume button again to highlight Yes — delete all user data then press Power to confirm.
  6. When the reset is finished, the Reboot system now option is highlighted. To confirm and trigger your phone to restart, press the Power button.

After the reset, you will need to set up your Wi-Fi network and other features on your phone to use them again.

Repair options

You can take your device to a service center if the problem continues after performing all prior procedures. Your phone might have obtained some sort of physical or liquid damage and therefore needs physical repair. Otherwise, contact Nokia Support for other options and recommendations.

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