How to fix your HTC U12/U12 Plus smartphone that keeps freezing or lagging [Troubleshooting Guide]

It’s normal for smartphones to show symptoms or wear-and-tear after several months or years of constant usage. However, it would sound bizarre for a new powerful smartphone to show the same symptoms of performance degradation at an early stage but it happens. Among the widespread performance issues seen on new and high-end smartphones are on constant freezing and lagging problems. And these are the main issues tackled in this post. If you happen to encounter similar symptoms on your HTC U12/U12 Plus smartphone, then you may refer to the following walkthroughs. These are generic solutions to deal with software errors that might have caused your new HTC smartphone to constantly freeze and lag. Read further for more detailed solutions.


First solution: Quit background apps then soft reset or force restart.

Background apps may hinder your device from performing faster if they get corrupted or crashed. Background apps are apps you’ve previously opened but not closed. They’re in standby mode and stay running in the background unless you quit them While keeping apps in this state can help in terms of multitasking, doing so will likewise put your device in trouble. As resolution, quit background apps on your HTC U12/U12 Plus with these steps:

  1. Press the Recent Apps button.
  2. Flip through the apps previews to locate the Messages app.
  3. Then swipe on an app’s preview left or right to end or close it.
  4. If you see multiple background apps, tap Clear All to close them all at once.

After clearing background apps, refresh the memory and operating system by restarting your phone. Here’s how:

  1. Press and hold the Power button for a few seconds or until the menu options appear.
  2. Then tap Restart.
  3. Alternatively, you can force your phone to restart if it’s frozen by pressing and holding the Power button for at least 10 seconds and then release the button when the HTC logo appears.

Both these restart methods won’t result to data loss, thus it won’t be necessary to create backups beforehand.

Second solution: Enable safe mode and diagnose apps.

In safe mode, only the built-in apps and services are allowed to run as third-party apps are temporarily disabled or bypassed. This will help you easily determine whether or not the issue is attributed to an errant downloaded app or not. Try doing so and see if the problem reoccurs in safe mode or not. Here’s how to enable safe mode on your HTC U12/U12 Plus smartphone:

  1. Press and hold the Power button for a few seconds until the menu options show up.
  2. Then tap and hold Power off option. Your phone will restart and you should see Safe Mode at the lower portion of the screen.

Alternatively, you can restart your phone in safe mode using the hardware keys.

  • To do so, press the Power button to turn on your phone. As soon as you see the HTC logo on the screen, press and hold the Volume Down button until you see Safe Mode at the lower portion of the screen.

If your phone does not freeze or lag while running in safe mode, then it implies that a third-party app triggers the symptoms. In that case, try to figure out which from your downloaded apps is the culprit. If necessary, try uninstalling individual apps starting from your most recent download and then test your device afterwards.

Consider opting for service if the problem persists while running in safe mode as it’s a possible indication of hardware problems, if not fatal system errors that require advanced solutions.

Third solution: Update apps and phone software to the latest version available.

Another way to improve a device performance is by keeping it updated. This applies to all apps and operating system. If you haven’t set your device to auto-install updates, then you might have missed installing an update for your apps. In this case, try to check for pending app updates to download and install on your phone. Here’s how:

  1. Tap to open the Google Play Store app.
  2. Tap the Menu icon (three horizontal lines) on the left-corner.
  3. Then tap My apps & games.
  4. Navigate to the Updates tab at the bottom right section. Doing so will open a screen containing a list of installed apps with available updates.
  5. Tap the Update button next to an app.
  6. To update all installed apps simultaneously, tap the Update all button instead.

Aside from app updates, installing the latest software version for your phone is also recommended to keep the device as bug free as possible and ensure that it’s performing at its best. Software updates usually offer new features and bug fixes to clear any bug-inflicted issues including freezing and lagging symptoms. To check for OTA update on your HTC U12/U12 Plus, follow these steps:

  1. Slide the Notifications panel open.
  2. Then tap the system update notification.
  3. If necessary, tap Update over Wi-Fi only if you don’t want to download the update using data connection.
  4. Then tap Download to continue.
  5. Wait until the download is finished then select the option to Install now.
  6. Tap OK to confirm.

Reboot your phone when the update is finished then try to use it and see if the problem is gone.

Fourth solution: Wipe cache partition on your phone.

Cached files in the system partition when become corrupted can also trigger the same issues to occur on your device. As resolution, wiping cache partition on your HTC U12/U12 Plus is recommended. This will delete all saved temporary data or cached files from the system folders of your device. It helps improve overall performance and system functions of your phone. And here’s how it’s done:

  1. Power the phone off completely.
  2. With the phone powered off, press and hold the Volume Down button while turning the phone on.
  3. Continue to hold the Volume Down button until the bootloader screen is displayed.
  4. Press the Volume Down button until Recovery is selected.
  5. Press the Power button to confirm selection. The phone will then seem to reboot and the screen will turn black for 15 to 30 seconds.
  6. Wait until the recovery screen is displayed then continue with the next steps.
  7. Hold the Volume Up button and then press and release the Power button.
  8. Press the Volume Down button repeatedly until Wipe Cache Partition option is highlighted.
  9. Then press the Power button to confirm selection.
  10. Press the Volume Up button repeatedly after the process completes.
  11. Press the Power button to select Reboot system option.

This method doesn’t affect data stored on the internal memory for as long as it’s done correctly. For safekeeping, it’s recommended to back up critical information beforehand.

Fifth solution: Factory data reset or master reset.

The problem might be too complicated to deal with the previous workarounds and therefore it persisted. In that case, you can continue to troubleshoot and try carrying out a master reset or factory data reset next. This will wipe everything from your phone including bugs and complex system errors that might have led to the recurring symptoms. Before you begin though, be sure to back up all your important files so you can recover them later when necessary. Once you’re all set, follow these steps to master reset your HTC U12/U12 Plus:

  1. Swipe up from the Home screen.
  2. Tap Settings.
  3. Tap System then Reset.
  4. Select Factory data reset option.
  5. Make sure you don’t select the option to Erase SD card if you don’t want to delete media and other data from your SD card. Otherwise, mark the option to clear the SD card contents as well.
  6. Tap Reset Phone.
  7. Then tap Erase Everything to confirm.

Allow your device to complete the reset and then reboot by itself. By then you can continue with the initial setup process and set up your device as new. Your phone should already be cleared from any software-related problems by then.

Other options

As your last resort, you can take your phone to an authorized service center and have it diagnosed by a technician for hardware damage. Your device may be showing these symptoms due to some sort of physical or liquid damage to any of its components. If your HTC U12/U12 Plus is still under warranty, then you should avail warranty for either service or unit replacement.

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