topic Re: Touchscreen issues on new XZ1 in XZ Series

Touchscreen issues on new XZ1

Peterott — Mon, 12 Feb 2018 16:37:40 GMT

I have issues with my new XZ1 and its touchscreen:

On several apps, the touchscreen stops reacting for several seconds or acts very delayed. The 3 push-buttons on the bottom don't appear or don't react when pressing on them for several seconds.

The most annoying delays/stops are happening with "Album" app, "Quickpic" app, and "Camera" app that can take up to 10 seconds. Also with Firefox it is at times blocking (e.g. the scrolling when going through the newsfeed on the web-based Facebook page - I do not use any Facebook app. The "up" scrolling stops and after 1-2 seconds I can scroll up and down again), same for "system settings". Well, I don't use a lot of apps...

I got yesterday the latest patch 47.1.A.12.75, which didn't fix the issue.

What I've done so far:

* yes, the protection foil is long gone since day 1

* I've tried the Touchscreen selftest and I can easily make clear the dog without disturbance

* I've set a full application reset, didn't help

* glove mode is turned OFF

* magnification is turned OFF

My questions:

* how to enter safe mode and check with Camera and QuickPic? these two annoy me most...

* any other hint besides the "full system reset" (factory setup)

* last bullet is "full reset" and then install only few apps that I am using all the time and see if this has the problem already.

Sorry, my Android is running in German, and I don't know the exact translations that might be shown in the English version.

Re: Touchscreen issues on new XZ1

CameronT — Mon, 12 Feb 2018 23:20:37 GMT

Hi @Peterott, welcome to the community. I am sorry to hear about this issue

You're on the exact right track for troubleshooting. Please check your phone in safe mode next. You will not be able to use QuickPic while in safe mode, but you can check your default applications such as Album and Camera.

http://talk.sonymobile.com/t5/FAQ/How-to-boot-your-phone-into-safe-mode/td-p/348008/jump-to/first-unread-message

Re: Touchscreen issues on new XZ1

Peterott — Tue, 13 Feb 2018 08:51:47 GMT

Hello @CameronT, will try during the weekend, thank you.

If safe start doesn't help I'll go through the factory default setup path (and try to stop google playstore downloads as soon as I can and only download a minimum of needed apps. Actually, I have 86 apps installed according my phone, and I want to see if one is blocking the others during operation with the touchscreen issue). I will report after the weekend.

Re: Touchscreen issues on new XZ1

Peterott — Tue, 13 Feb 2018 09:46:53 GMT

Safe start didn't help.

I've started the camera app and changed constantly in camera-mode the zoom with my fingers on the touchscreen, and every now and then there was no reaction anymore for seconds in the changes of the zoom (or the 3 buttons on the bottom).

=> So the weekend will see a full factory reset.

Re: Touchscreen issues on new XZ1

CameronT — Tue, 13 Feb 2018 23:02:44 GMT

If you do the factory reset I recommend you perform a software repair using Xperia Companion. It's a bit more extreme as it re-installs Android on your device.

Make sure you backup using Xperia Companion first as it does erase all your data.

Re: Touchscreen issues on new XZ1

Peterott — Thu, 15 Feb 2018 09:39:33 GMT

Ok, thanks for the hint with the Companion @CameronT. Will do accordingly.

One sidenote: I've seen now one occasion, where I pressed the power button to awake the phone from sleep and then I wanted to enter my 4-digit code for the locked screen:

* the colours of the screen went from black to colours but stopped before reaching the full brightness

* couldn't enter my 4-digit code as the touchscreen was not usable for several seconds

* did a quick "double-tip" on the power button (first one sets the phone back to sleep and black screen while the second immediately awakes it again) and the screen went to full brightness and I could unlock my screen with the 4 digits on the touchscreen.

For me it seems like some background process or whatever is consuming at certain times or intervalls an awful lot of ressources (though, a video keeps playing - maybe cached? - the touchscreen just doesn't react) and blocks system stuff, and at least the touchscreen blocking is visible of me.

So, yes, full repair with companion and full re-init

And then let's see

Re: Touchscreen issues on new XZ1

CameronT — Thu, 15 Feb 2018 23:21:08 GMT

Let us know how you get on

Re: Touchscreen issues on new XZ1

Peterott — Tue, 20 Feb 2018 12:42:07 GMT

Ok, first good news:

(I didn't do the Sony Companion full blown re-install, as the tool failed 3 times to install on my PC - as administrator or without administator rights - the installation didn't do anything and the install window stopped after 5min with an error message. While waiting then during the full factory reset I tried a fourth time and then the tool installed on my PC)

So when doing the factory reset, I only installed "Quick Pic" and then stopped all other updates. The touchscreen was working fine

Installed then the needed updates for the phone, and the thing was still working, though one time I recognised a hang when scrolling through a menu - means the touchscreen didn't react on one finger move.

Now I've installed a minimum of apps that I am using and every now and then the touchscreen hangs. But this is in the range of a minute or something. And it takes just a second until it reacts again.

However: in "Camera" and "Quick Pic" I haven't noted it, except one occasion when browsing through the list of videos in "Quick Pic" when there was a small hang, and then the touchscreen continued to work.

So the result is:

=> Got better, but issue of a delay/stopping of reacion of the touchscreen is still there, though it doesn't appear anymore every few seconds now.

I will see if I get used to it, if it is tolerable, and if it gets worse when adding more apps to the phone.

If it starts getting worse, I'll also do the Sony Companion full blown reset.

Re: Touchscreen issues on new XZ1

Peterott — Tue, 27 Feb 2018 09:50:26 GMT

Issue is back in full glory in the meantime

This Weekend = full Android re-installation with Sony Companion as my last bullet.

Re: Touchscreen issues on new XZ1

Peterott — Tue, 13 Mar 2018 16:00:10 GMT

Yes, this weekend saw a full repair with the Sony Companion. On the same day the issue was nearly gone, however, I already recognised some few hits on the touchscreen that were not recognised. I stopped all updates of or downloads from the google Playstore, except the ones you are forced to get. And within one day, the issue is again here.

May I ask: Shall I contact the German Xperia Care contact phonenumber that I got together with the XZ1 before taking the phone back ot the shop where I've bought it? Probably yes, as they may give me further instuctions of how to return it... Let's see...

Re: Touchscreen issues on new XZ1

Peterott — Fri, 25 May 2018 09:05:44 GMT

Sent the phone to repair in the shop where I've bought it (Sony hotline preferred this way instead of sending it to Sony directly) and got the phone back two weeks later with replaced dissplay.

After two weeks of tests now, it really seems that the issue on the Touchscreen is gone. No delays seen so far.

So topic can be closed. Solved by display replacement.

:smileywin::smileysmileythumbsup: