topic Re: Xperia XZ touch screen problem in XZ Series

Xperia XZ touch screen problem

BoMa1 — Tue, 06 Dec 2016 08:08:23 GMT

Hello, I recently had a problem with my phone. I think it started after it fell on the ground but everything looked fine so I ignored it.

Next day I started noticing the top part of the screen is laggy. Or sometimes it doesn't respond at all. The rest of the screen works just fine.

So I started the safe mode and the problem was still there. My question is if I did a factory reset will it solve the problem? or it have to do with the hardware and there's not point of a factory reset?

Thanks in advance.

Re: Xperia XZ touch screen problem

dandy63 — Tue, 06 Dec 2016 08:16:25 GMT

Hi, you may have damaged the screen or some internals due to the drop.... try to run the touch test in the service menu, type in *#*#7378423#*#* - Service tests - Touch - Free Drawing test...... see if you are able to draw on all parts of the screen in this test especially the area where you sem to be having the problem

Re: Xperia XZ touch screen problem

dandy63 — Tue, 06 Dec 2016 08:25:36 GMT

If no luck with the screen test your next step would be to try a repair using Xperia Companion as you have already tried Safe Mode, if you have a screen protector on film/glass also remove this & try .....but if the problem persists then my next port of call would be to contact your local support i'm afraid

http://support.sonymobile.com/global-en/xperiaz3/tools/xperia-companion/

http://www.sonymobile.com/global-en/support/contact-us/

Re: Xperia XZ touch screen problem

Jonas — Tue, 06 Dec 2016 08:28:03 GMT

Hi @BoMa, I'm sorry to hear about your phone.

Its hard to say if its related to hardware or software, if it happened directly after the phone was dropped it sounds more like hardware.

I'd recommend running the The touch test suggested by @dandy63, it's a really good test to use and see if you are able to draw at the parts where the touch screen doesn't respond or feels slow.

If you experience the same behaviour in the touch test my next recommendation would be that you perform a software repair using Xperia Companion. This will delete all data stored on the internal storage so it's advised that you backup using Xperia Companion before you perform the software repair.

When you have performed the software repair, try using the phone or running the test again before you restore the backup that you made, just to make sure that no data included in the backup is the cause for the touch screen not responding or that is feels slow.

If you still experience troubles with the touch screen I'm afraid I can only recommend that you get in touch with your Local support in order to be assisted with having your phone sent in to an authorized service centre, they will also be able to answer all of your questions regarding warranty, service routines and so forth.

Let us know how it goes!

Re: Xperia XZ touch screen problem

BoMa1 — Tue, 06 Dec 2016 09:56:29 GMT

Thanks a lot guys, but it look like my screen is damaged.

It feel it got a little better after the repaire but I will still contact my local support and get it sorted.

Thanks again.

Re: Xperia XZ touch screen problem

dandy63 — Tue, 06 Dec 2016 11:05:56 GMT

Keep us updated & good luck :smileysmileythumbsup:

Re: Xperia XZ touch screen problem

Jonas — Tue, 06 Dec 2016 14:48:48 GMT

No problem at all!

Keep us updated!

Re: Xperia XZ touch screen problem

Cmj1 — Fri, 06 Jan 2017 18:07:13 GMT

My xz is in for a similar issue ,on the service screen drawing section I have two bands in the middle which don't work,I have not dropped or damaged my phone??
Maybe its going to be a regular fault that appears on here

Re: Xperia XZ touch screen problem

Sunking1011 — Fri, 06 Jan 2017 18:45:18 GMT

Does a factory reset cure the problem? This is quite worrying.

Re: Xperia XZ touch screen problem

SDR1970 — Fri, 06 Jan 2017 19:11:24 GMT

No it doesn't. I have tried twice and makes no difference.

Re: Xperia XZ touch screen problem

BoMa1 — Fri, 06 Jan 2017 19:11:34 GMT

I'm late but my phone is working as it should now. I got my screen replaced and till now it's working great.
I'm sure I dropped my phone so I know why it was acting, as for you Cmj1 I'm not sure.

Re: Xperia XZ touch screen problem

Sunking1011 — Fri, 06 Jan 2017 19:14:50 GMT

Does double tap to wake work every time now with your new screen?

Re: Xperia XZ touch screen problem

BoMa1 — Fri, 06 Jan 2017 19:24:59 GMT

Yes it works but not every time. It didn't work properly since I bought my XZ so I'm not complaining.

Re: Xperia XZ touch screen problem

Jonas — Mon, 09 Jan 2017 15:29:02 GMT

Hello again!

@BoMa, I'm happy to hear that the touch screen is working as it should now after the display got replaced!

@Cmj1, I'm sorry to hear about that.

If you haven't tried performing a software repair using Xperia Companion, I would recommend doing so.

Should you experience the same behavior after the software repair has been completed, please get in touch with your Local support team, they will gladly assist you with having the device sent in to an authorized service centre.

Let me know how it went!

Re: Xperia XZ touch screen problem

Lynnnuts — Fri, 20 Jan 2017 10:27:36 GMT

I contact my local support.
Tried 2 times to install the software again. Unfortunately without succes.
Turned back to fabric installation. No luck either.
So my guess it's definitely a bug in android 7.0

Sony says that there isn't an update available.. Yet..

Sony offers to send the phone for a check up. So if they can't find something, it cost me 30-50 euro's resurch cost.
Dont no what to do.

Re: Xperia XZ touch screen problem

Jonas — Mon, 23 Jan 2017 12:41:26 GMT

Hi @Lynnnuts,

I'm so sorry to hear about that.

Could you elaborate on which behaviour you are experiencing with the touch screen? Is the touch screen not working at certain places or is it something else?

If it's not working on all parts of your touch screen I'd recommend trying the touch test in the service menu of your phone that @dandy63 recommended.

Open up the phone application > type in *#*#7378423#*#* > Service tests > Touch > Free Drawing test.

How is the touch screen working in the test?

Based on your previous troubleshooting, for example reinstalling the software twice it sounds like it's related to hardware rather than software and in that case your phone will have to be sent in to an authorized service, your Local support team will assist you with this and they will gladly help you with any questions you may have regarding warranty and so forth.

Let me know how it goes!

Re: Xperia XZ touch screen problem

SonyUser912 — Tue, 24 Jan 2017 06:56:06 GMT

Hey everyone,
just this morning my xz got an issue related to this topic.

It seems like a 2mm band in my xz's screen, doesn't obey my touch commands and scrolls and selects by it's own will, as if an invisible finger is using my phone!
I've scanned my device for any virus and malware softwares, my phone was not damaged physically and I didn't install any kind of new software; I was just using it like any other day when it started to misbehave. I've restarted my phone twice and it didn't do any good.
I really don't know what to do and don't know if it's related to hardware or software...

I'd really appreciate any help, tnx in advance

Re: Xperia XZ touch screen problem

Jonas — Wed, 25 Jan 2017 11:18:05 GMT

Hi @SonyUser912,

I'm so sorry to hear about that.

First of all, make sure that you haven't activated the glove mode feature in your phone, that will make the touch react a bit different from how it normally works. You can find this setting in Settings > Display > Glove mode, if it's turned on trying turning it off and see if you notice any difference.

If this is already deactivated or if there is no change when it's turned off, I would recommend that you try the touch in the inbuilt diagnostics test in the phone, this test can be found in Settings > About phone > Diagnostics > Test > Touch screen.

Do you experience troubles with clearing the screen at the specific place in the test?

Let me know how it goes!

Re: Xperia XZ touch screen problem

SonyUser912 — Wed, 25 Jan 2017 11:51:23 GMT

@jonas, tnx for the reply

Glove mode wasn't activated, I did a free drawing test by using that Xperia service test number : *#*#7378423#*#* and I've attached the result. BTW, what that actually amazes me is the fact that my phone, connects the touch between the top area and the touch between the bottom of that area.

Let me explain:

1- first of all, those straight lines are drawn continually and I didn't actually touch the screen twice for each of them.

2- the 2nd anomaly is the fact that, the rectangle which specifies the not-working-normally area, is drawn by my finger, when moved across the area, I didn't draw the top and the bottom lines, separately.

It's like the area, functions like a portal or something 😕😂, it behaves, as if my finger is touching both the top and the bottom of the area simultaneously.

It is really bothersome and pr easy weird, I still haven't got the time to go to the Xperia Customer service/support, yet...

I still appreciate any and every help you guys can give, tnx in advance again 🙏

Re: Xperia XZ touch screen problem

rafi1022 — Wed, 25 Jan 2017 13:45:37 GMT

I have a little problem with my Xperia XZ's touchscreen.
The top of the touchscreen doesn't working (nearly the Sony label):
- I couldn't write anything to the google play searching label but if I rotate the phone, I could write to the searching label.
- I couldn't remove icons from the main display (in stand mode) becouse I pull the icons to the deleting zone it out of working BUT if I rotate the phone and display I could remove aps if I pull the icons to the deleting zone.

- with Facebook aps the top of the screen (nearly the Sony label) is working!

So I think there is some softwear problem and I think a new update will could solve this kind of touchscreen problem.