topic Re: Keypad problem Z5 compact in XPERIA archive

Keypad problem Z5 compact

NewbieMe — Mon, 05 Dec 2016 14:37:23 GMT

Having problem here with my z5 compact white. Could not use some of the Letters instead I would have to wait for a suggested word to pop and sometimes it's not the word I need Some letters that I could not use are the Letters S, z and e. It's so frustrating pls help me. What could I do to fix this. Tnx

Re: Keypad problem Z5 compact

Jonas — Mon, 05 Dec 2016 14:58:40 GMT

Hi @NewbieMe, welcome to our forum!

I'm sorry to hear about your phone.

If you rotate your screen to landscape mode are you able to use these letters in this mode?

If you can't use them in landscape mode either I'd recommend that you try and clear data for the Xperia keyboard application. To do that go to Settings > Apps > Xperia keyboard > Storage > Clear data.

If you can use them in landscape mode, could you please try to run the Touch test in the service menu? To access the service menu open up the phone application and type in *#*#7378423#*#* > Service tests > Touch > Free Drawing test. Are you able to draw on all parts of the screen in this test?

Let me know how it went!

Re: Keypad problem Z5 compact

NewbieMe — Mon, 05 Dec 2016 15:15:07 GMT

Hi Jonas, I could use it on landscape mode so I tried your suggestion and found out that I could not draw on all areas of the screen. What seems to be the problem and What could I do now-? Thanks for your help.

Re: Keypad problem Z5 compact

Jonas — Mon, 05 Dec 2016 16:18:57 GMT

Thanks for the update!

If you have a screen protector on your display, try removing it and after you have done that run the display test again.

Are you still not able to draw on some parts of the screen? If you aren't could you please try and reboot your phone in safe mode.

When the phone is rebooted in safe mode run the test again or try to use the keyboard. How is it working in safe mode?

If you still can't draw on some parts of the screen in safe mode I'd recommend that you perform a software repair using Xperia Companion. This will delete all data stored on the internal storage, so it's important that you backup using Xperia Companion first of all.

If you need to perform the software repair, try the display out before you restore any backup.

Keep me updated!

Re: Keypad problem Z5 compact

NewbieMe — Tue, 06 Dec 2016 10:45:16 GMT

How to reboot usinga da safemode?

Re: Keypad problem Z5 compact

NewbieMe — Tue, 06 Dec 2016 14:31:41 GMT

Hi Jonas I tried all I can but could not find how to reboot to safe mode. I need help

Re: Keypad problem Z5 compact

Jonas — Tue, 06 Dec 2016 14:54:37 GMT

Hello again!

To reboot your phone in safe mode, press and hold the ON/OFF button until you see "Power off", "Restart", "Take screenshot" and "Record screen". Press and hold on "Power off" with your finger, after 2-3 seconds you will see a new window where it asks if you want to reboot your phone to safe mode. Press "OK" and the phone will reboot in safe mode.

In safe mode all third party applications won't be started to see if they are the cause of this.

To exit safe mode just restart your device as normal!

Let me know how it went!

Re: Keypad problem Z5 compact

NewbieMe — Tue, 06 Dec 2016 15:23:52 GMT

Hi Jonas was able to reboot and now at safe modwr and yet didnt work out still having problems with my keypad at the left side of screen. What else do I need to do. Thankyou

Re: Keypad problem Z5 compact

KurtMann75 — Wed, 07 Dec 2016 05:26:19 GMT

I have the exact same problem with my Xperia Z5 Compact. Initially I found that I could not press the "r" or "x" letters on the keypad when in portrait mode. The keypad skips those letters and types one of the adjacent letters instead ("e", "t", "z", "c"). I downloaded the "Screen Touch Test" app and found that there is a vertical area the whole length of my screen that does not respond properly to touch. I've attached a screenshot (see below), you can see the vertical rectangle, about 1cm wide, that I was unable to color in completely. This happens in Safe Mode as well.

I contacted Sony Xperia Support US. They had me perform a software repair using the Xperia Companion application on my computer. Problem still exists.

I'm still under warranty however I have an international version of the phone and Sony Xperia Support US is unable to help any further (I have to work with Xperia Support China).

I am curious, when did this problem start for you? Mine started around November 29th. I am still hoping its a software issue (so I don't have to send the phone out for repair). However I cannot find any relevant updates that occured at that time.

Re: Keypad problem Z5 compact

Jonas — Wed, 07 Dec 2016 10:42:05 GMT

Sorry to hear that.

Did you perform the software repair yet? If you haven't done that would be my next recommendation. Remember to do the touch test before you restore any backup!

@KurtMann75, I'm so sorry to hear about your phone.

Since you have performed the software repair and you still are experiencing this behaviour I'm afraid it sounds like i'ts hardware related rather than software.

I'm afraid I wont be able to assist you getting your device sent to an authorized service centre but I wish you the best of luck when contacting our Chinese support.

Please keep me updated!

Re: Keypad problem Z5 compact

NewbieMe — Wed, 07 Dec 2016 11:25:14 GMT

@Kurtmann75, it started this end of November. This situation is stressing me out since I just got this phone may this year

Re: Keypad problem Z5 compact

NewbieMe — Wed, 07 Dec 2016 11:29:06 GMT

How can I perform software repair?

Re: Keypad problem Z5 compact

Jonas — Wed, 07 Dec 2016 12:56:35 GMT

You will find instructions on how to perform a software repair on the link just below this text or if you press on this text.

http://talk.sonymobile.com/t5/FAQ/How-to-perform-a-software-repair-with-Xperia-Companion/m-p/1103057

Remember to backup your data since the software repair will delete all data stored on your internal storage.

Good luck with the repair and keep me posted!

Re: Keypad problem Z5 compact

KurtMann75 — Wed, 07 Dec 2016 14:50:57 GMT

@Jonas - Thank you for your thoughts. I agree, it's likely a hardware problem. In fact, I have another thread started for my issue with the warranty repair process (I have an international phone). However it sounds like @NewbieMe has a similar issue that started around the same time; which is either a coincidence or it's possible some event caused this to happen on our phones.

I wonder if anyone else out there has a similar issue? I haven't seen any other posts.

@NewbieMe - good luck performing the repair. Like @Jonas suggested, make sure you have a backup prior to starting. I had good luck calling Xperia Support US at the number given on this page (I always got a human to answer the phone!). Unfortunately they couldn't help me any further because I have an internation phone which requires to me to work through support in China.