topic Re: XZ2 and XZ2 Compact - Screen sensitivity issues in XZ Series

XZ2 and XZ2 Compact - Screen sensitivity issues

CaraMuuu — Wed, 11 Apr 2018 13:05:44 GMT

Hi there,

There's a problem with the touchscreen sensitivity in the new Sony XZ2 phones, I'm not sure how to define it, but it feels like a dead zone that moves with your finger. The phone will not detect small movements, kind of a precision problem.

I have a video and pictures to demonstrate the issue, comparing the sensibility to my other phone (Galaxy S8):

https://www.youtube.com/watch?v=Vc55o-36uC4&feature=youtu.be
And a picture:

https://imgur.com/a/LIzyV

I don't think these particular units are defective, I tried the big XZ2 in a store (not the compact) and had the same issue, so we can assume most XZ2 and XZ2 compact are impacted. Let's hope it's just software.

I tried disabling and enabling the glove mode. I tried with my finger and with the pen (made the video with the pen because it's easier to see in a video). I tried two models, normal XZ2 and XZ2 Compact, with identical results. Tried while charging and without the charging cable as well.

It's not an obvious issue or easy to perceive, It just lacks precision in small and fine movements, for example while gaming.

The issue does not exist in the XZ1, so it's not "a Sony thing", the have done it right in the past, it's just affecting the new flagships.

Please help, I need to decide whether to keep my phone or return it, I need to know if Sony is aware of the issue, and if they are planning to fix it by software.

Thanks a lot in advance.

Re: XZ2 and XZ2 Compact - Screen sensitivity issues

Lord_viridis — Wed, 11 Apr 2018 13:58:06 GMT

I'll forward this and see if I can find out more for you.

Re: XZ2 and XZ2 Compact - Screen sensitivity issues

Jonyny — Wed, 11 Apr 2018 14:11:28 GMT

incovinient but interesting issue....

Is it possible to post comparison with XZ1?

Re: XZ2 and XZ2 Compact - Screen sensitivity issues

Jonyny — Wed, 11 Apr 2018 14:25:40 GMT

quick question. Does it happen only in a certain area of display or everywhere?

Re: XZ2 and XZ2 Compact - Screen sensitivity issues

CaraMuuu — Wed, 11 Apr 2018 15:23:13 GMT

Thanks for your quick replies.

@viridis thanks for your quick response.

@Jonyny It happens everywhere, and in two different models. But it's not easy to detect, you need to make really small movements, and the slower the better. If I wouldn't play games, probably it wouldn't worry me at all, I wouldn't even notice the issue.

Regarding the comparison with the XZ1, I will try to record it tomorrow. The XZ1 is not my device, my colleague from work owns it. Seeing that the XZ1 works properly gives me some hope that it will be fixed, I truly like the phone.

Re: XZ2 and XZ2 Compact - Screen sensitivity issues

Jonyny — Wed, 11 Apr 2018 15:30:27 GMT

thanks @CaraMuuu,

I'll wait for your post comparing with XZ1!

Re: XZ2 and XZ2 Compact - Screen sensitivity issues

Aaliya09 — Thu, 12 Apr 2018 03:53:43 GMT

Hey there,

Can you explain what exactly is the problem here??

Re: XZ2 and XZ2 Compact - Screen sensitivity issues

CaraMuuu — Thu, 12 Apr 2018 13:24:17 GMT

As you can see in the video, I'm trying to draw tiny circles on the screen. The galaxy s8 detects those small and fine movements. The XZ2 detects those as a straight line. Only tiny and delicate movements are undetected, this will not prevent you from operating the device normally, but will impact your performance when doing things like selecting text, gaming, etc.

Re: XZ2 and XZ2 Compact - Screen sensitivity issues

CaraMuuu — Thu, 12 Apr 2018 13:27:59 GMT

I won't be able to record a video comparing both devices, because I don't have the XZ2 anymore. I discovered a dead pixel so I decided to return it right away.

I can assure you there's no screen sensibility issue with the XZ1. If we compare the devices overall, I think the main advantage of the XZ2 is the screen. The XZ1 has a good screen, but looks dull and dark in comparison. In the XZ2 is impressive (both in the Compact and regular models). Still software is identical, performance is better in the XZ2 but equally impressive in both. I didn't test the camera but it's supposed to be better in the XZ2 (hardware wise they are the same).

When it comes to design, it's a matter of taste, I like both.

Re: XZ2 and XZ2 Compact - Screen sensitivity issues

DocBox — Sat, 14 Apr 2018 19:23:36 GMT

I experience these sensitivity issues when dragging sliders, for instance adjusting Icon Size or Column Number in custom launchers and stuff. Making fine adjustments is impossible, you kinda have to drag the slider quickly, or further than you want it to to get the slider to "activate" and become sensitive for a short time before it becomes "sticky" again.

Re: XZ2 and XZ2 Compact - Screen sensitivity issues

lukas321 — Sun, 15 Apr 2018 13:16:44 GMT

i noticed also that the screen is a bit unresponsive. its like a delay between touch and movement recognition and displaying movement

Re: XZ2 and XZ2 Compact - Screen sensitivity issues

CaraMuuu — Mon, 16 Apr 2018 21:48:56 GMT

More people are noticing the issue in the XDA forums.

I contacted Sony support and the experience cannot be more frustrating.

A support agent keeps telling me that my device is broken, and I have to send it back to a repair center.

I have sent a video of my device, I have described the issue, told them that I saw this same behavior in other units (3 units in total: my Compact and two regular XZ2), told the guy that other people are complaining about the same thing. The response from the support agent is always something like "thank you for contacting us, we're sorry you are experiencing issues, please send your defective device to your local support center". I wonder if they even read my case. I proactively asked "what do you need from a customer (me) in order to have someone looking at this to acknowledge it as a bug, or else, to determine if this is working as designed". He kept coming back with the same canned response. This is unacceptable. I didn't care a lot about the issue, but I do care about bad customer support.

Re: XZ2 and XZ2 Compact - Screen sensitivity issues

Flynn82 — Tue, 17 Apr 2018 13:23:40 GMT

Dear Sony,

sadly i have to confirm this issue with the touchscreen (guess all devices have it).

And i would really appreciate some honest support. We need to know that Sony takes their customers serious and is working at solving it.

You made a really great device but this is a major bug and i want to know if you can and will fix it. Otherwise i am sure that me and others won't keep it.

Ich Sony had any software QM they must have noticed that it is a pain in the a** trying to adjust display colour sliders with a touchscreen working like this. Just to name another example..

Re: XZ2 and XZ2 Compact - Screen sensitivity issues

lukas321 — Wed, 18 Apr 2018 12:47:03 GMT

sony wont do anything unless the number of complaints is more than 1% of sold units. believe me. it was the same with the distorted lines in images by their camera lens. they are really slow in such things.

for me personally this is not a big thing as im not gaming.

Re: XZ2 and XZ2 Compact - Screen sensitivity issues

Flynn82 — Wed, 18 Apr 2018 17:21:05 GMT

Ich am not gaming either but adjusting sliders or selecting text is not much fun.

Already talked to the support, they have not been a big help, only standard answers. They also claimed to not yet know about the problem...

Re: XZ2 and XZ2 Compact - Screen sensitivity issues

CaraMuuu — Wed, 18 Apr 2018 23:29:35 GMT

I read recently in a German forum that some user fixed a similar issue (or might be the same, I used Google translate) in his XZ2 Compact by performing a software repair with the Xperia companion app. Apparently this software repair goes further than a factory reset.

Could somebody try and let us know if it helps? I did try the factory reset, but not the repair with the PC software. Unfortunately I don't have the phone anymore, but if this fixed the problem, I will buy one instantly.

Re: XZ2 and XZ2 Compact - Screen sensitivity issues

DocBox — Wed, 18 Apr 2018 23:38:28 GMT

I'll give it a try, but if it involves completely wiping my phone, I'm probably going to hold off on this. Could you link the German forum page?

Re: XZ2 and XZ2 Compact - Screen sensitivity issues

Flynn82 — Thu, 19 Apr 2018 06:49:07 GMT

I also ask for the name of the forum, because all google couldnt find it... Would like to read myself without translation what it's about.

And yes probably the companion will erase your data, at least the software should. But not 100% sure about the app.

If you don't want to try then i could also do it (not using the phone as daily yet). But won't have time earlier than tomorrow evening.

Re: XZ2 and XZ2 Compact - Screen sensitivity issues

CaraMuuu — Thu, 19 Apr 2018 07:31:48 GMT

Hi there,

I believe this is the thread, but there might be more: https://www.android-hilfe.de/forum/sony-xperia-xz2.3289/welche-version-habe-ich.873367.html

I have to say that when I contacted support they suggested using the software repair first of all, and I didn't try because I had updated and factory reset my phone already. I thought it would do the same, but apparently the software repair goes a bit further than that...

Please let us know about your results!

Re: XZ2 and XZ2 Compact - Screen sensitivity issues

Xiomela — Thu, 19 Apr 2018 07:44:53 GMT

I have also had some issues drawing/tapping in certain area's on my phone. Seems to me that this is an annoying software bug as a reboot fixes this for me.