topic Re: Back / Home / Clear buttons not working. in XZ Series

Back / Home / Clear buttons not working.

marcus_tee — Wed, 31 May 2017 08:16:09 GMT

Re: Back / Home / Clear buttons not working.

Jonas — Wed, 31 May 2017 10:15:11 GMT

Hi @marcus_tee, sorry to hear about this.

As you wrote, since the same area on the screen is working fine on the lock screen of the phone this does sound like it's related to software and not the actual display.

To make sure of this, run the touch screen test which you can find in Settings > About phone > Diagnostics > Test > Touchscreen. Are you able to remove the cloudy parts on the bottom part of your display?

If you are, try performing a software repair using Xperia Companion. This will reinstall the latest available software in your phone.

Do note that all data stored on the internal storage will be removed when performing the repair, so creating a backup using Xperia Companion before starting with the repair is advised.

Let me know how it went!

Re: Back / Home / Clear buttons not working.

marcus_tee — Wed, 31 May 2017 10:49:33 GMT

Thanks for responding Jonas. Yeah i already did a touchscreen test but the actual fog doesn't extend to the very bottom of the screen. I'll try a repair next.

Re: Back / Home / Clear buttons not working.

marcus_tee — Wed, 31 May 2017 22:27:19 GMT

Did a software repair and still no joy

Re: Back / Home / Clear buttons not working.

marcus_tee — Wed, 31 May 2017 23:57:39 GMT

I'm actually shocked by how many people are having this issue reading through all the threads with still no solution 2 years on !!!

Re: Back / Home / Clear buttons not working.

pravi — Thu, 01 Jun 2017 09:28:32 GMT

Yes!! I agree with u..Sony software Support is soo bad regardless the device! Google (pixel range) and apple does best in this department ( iPhone 5s was released in 2013 with 7 and it still managed to get 10.3 _ 4 years of support) we can't expect more from Sony . It's better to stay away from bug hosted and performance cutoff updates. I thought Sony is back in business with xzp.. But the issues at phase release stages and this bad software Support made me to cancel the order for xzp.

Re: Back / Home / Clear buttons not working.

Jonas — Thu, 01 Jun 2017 12:13:16 GMT

Hi again @marcus_tee, sorry to hear that there was no change after the software repair was completed.

The touch test in the diagnostics menu is a bit lacking for this purpose, you should however get a better overview if you do the free drawing test in the service menu of the phone (I'm sorry that I didn't mention this in my previous post).

You can access this test if you go open up the phone application > type in *#*#7378423#*#* > Service tests > Touch > Free drawing test.

In your case, I'm really sorry but it does like it's related to hardware since there was no change after the software repair was completed and I have no been able to replicate this on 3 different Xperia XZs devices with the latest software installed.

I'd recommend that you get in touch with your Local support team so they can arrange a repair for you so the phone can be examined at an authorized service centre.

Re: Back / Home / Clear buttons not working.

marcus_tee — Thu, 01 Jun 2017 16:37:56 GMT

What is strange is that the drawing test reveals the issue, yet the tap tests along the very bottom are fine...!?

Re: Back / Home / Clear buttons not working.

marcus_tee — Thu, 01 Jun 2017 17:31:03 GMT

The plot thickens.... If I turn the phone on its side so that the bottom bar containing the back/home etc stays in the same place - the buttons rotate 90 degrees and work perfectly! I took a screenshot just as I touched the back button so you can see it highlighted working. This cannot be a hardware issue.

Re: Back / Home / Clear buttons not working.

pravi — Thu, 01 Jun 2017 19:32:31 GMT

I can confirm this..unfortunately it's hardware issue!! Some part of the touch screen is dead!! Whatever comes into that part!! It won't gonna work! One of my frns faced the exact issue with zr and service centre diagnosed the issue as a touchscreen digitaliser problem and advised him to change the display!

Re: Back / Home / Clear buttons not working.

Jonas — Fri, 02 Jun 2017 12:46:09 GMT

Hi again!

Thanks for all the great info.

In this case your device needs to be examined at an authorized service centre since this is hardware related. I'm sorry that it took some time to figure this out, but I didn't want you to send your phone to service before we have tried all possible troubleshooting steps.

Your Local support team will assist you further with this.

Feel free to keep me posted on how it works after it has been returned from the service centre.

Re: Back / Home / Clear buttons not working.

marcus_tee — Fri, 02 Jun 2017 12:55:33 GMT

If it is hardware related it's bizarre indeed, because the buttons work fine rotated in landscape mode - and they are in the same position! Luckily, my phone is still under warranty with my provider so if they can't fix it I'll get a new one. I'll let you know how it goes, cheers.

Re: Back / Home / Clear buttons not working.

Jonas — Wed, 07 Jun 2017 15:42:03 GMT

Hi again!

I'm sorry for the late reply, I have been on a short vacation!

It does indeed sound very strange and I'm afraid that there is no more troubleshooting that I can assist you with apart from having it looked at an authorized service centre.

Feel free to keep me posted on how it went!

Re: Back / Home / Clear buttons not working.

marcus_tee — Sun, 11 Jun 2017 17:14:19 GMT

Update: The service engineers could find nothing wrong with the hardware and supplied me with a brand new phone as it is only 4 months old and well within warranty, so still a mystery I'm afraid...

Re: Back / Home / Clear buttons not working.

Jonas — Wed, 14 Jun 2017 13:17:06 GMT

Thanks a lot for the update!

I'm glad to hear that everything worked out for you and that the phone was replaced with a new one and I hope that you won't have to experience this behaviour again.

Have a great day and let me know if there is anything else!