topic Re: Section of touch screen not working after update. in Z Series

Section of touch screen not working after update.

seank — Fri, 09 Sep 2016 00:16:59 GMT

Today my Xperia Z3 compact automatically updated versions of Video, Support, Info-eye, and What's new. Immediately following this update I realised that when I was attempting to type, the 's' and 'z' keys weren't working. After restarting the phone and having no change, I searched google and realised I could type *#*#SERVICE#*#* and see what the touch screen was doing.

As it turns out, it's no longer responsive over a strip running vertically of a width of about 20% of the screen. I have screenshots attached which show this to be the case. I'm inclined to think it's fixable based on one of the screen shots where some activity was recorded in the 'dead zone' when I swiped harder and quicker, but this doesn't translate to real world use.

Needless to say this is extremely inconvenient and makes the phone considerably less usable.

There is no physical damage, not even hairline cracks, and this change occured right after the update. Track ID did not update at that time, but then updated later on when I manually let it when searching my phone for answers.

I also can't find a way to roll back the updates. Does anyone know if this is possible?

Please help!

Thanks

Re: Section of touch screen not working after update.

YoGem — Fri, 09 Sep 2016 00:35:33 GMT

Video and Info-eye cannot change display settings but if. I not wrong support can control the display, can you try to reboot in safe mode and try if the screen is responsive?

If it works... Reboot regularly and try disabling the Xperia Support app.. Will that fix the issue?

Note: your photos are still in moderation and cannot see them.

Re: Section of touch screen not working after update.

CameronT — Fri, 09 Sep 2016 02:30:03 GMT

Hi @seank,

Welcome to the community. I have approved the images.

I am sorry that you're having issues with your touch screen.

It is not possible to roll back the updates on these applications as far as I can tell. Please do try @YoGem's suggestions as it may be a conflict with a third party app somewhere.

If you're still not having much luck please do a software repair on your device.

Re: Section of touch screen not working after update.

YoGem — Fri, 09 Sep 2016 02:54:08 GMT

Mmm.. After seeing the pictures, although the strip is almost aligned with the back button, I seriously doubt that the issue is related to a software update, try safe mode just a fail safe but I am almost sure that the issue will persist.

Re: Section of touch screen not working after update.

seank — Tue, 13 Sep 2016 15:57:41 GMT

Thanks for the responses. I don't understand what the significance of it almost aligning with the back button is? The back button still works btw (though probably the right side side of the back button). Safe mode makes no difference, nor does restarting etc. I personally can't see how it's not related to the software update given it literally started as soon as those apps updated and the phone was sitting on a table at the time.

Re: Section of touch screen not working after update.

seank — Tue, 13 Sep 2016 16:03:49 GMT

Cheers mate.

I doubt it has anything to do with third party apps as I hadn't installed any new ones in a long time and the problem occured directly after the sony update. I tried to contact the support team but the contact page was not working to properly submit a query, and I tried to do this on multiple different devices/browsers, so had to post here instead. I'll check if I can submit a query now.

I haven't yet tried the software repair. Is it possible to do without a computer??? I ask because at the moment I'm traveling and won't be home for another 3 months (making this issue with the touch screen all the more annoying). I also don't know whether I'd contact the support from my home in Australia, or my current location in Colombia. Either way I don't have an opportunity to get it repaired at a store.

Re: Section of touch screen not working after update.

Gibi — Wed, 21 Sep 2016 08:43:40 GMT

Hi,

I'm having the EXACT same problem. I cannot say with precision when the problem started manifesting itself, but it was within the past few weeks. The problem manisfests itself when trying to type the "s", "w" and "z" keys on the Xperia Keyboard (btw, I tried installing other keyboards. The result is the same). Instead of displaying the desired letter, the system displays the adjacent keys (for example, touching the "s" key will result in either an "a", "d" or "ad" to be displayed. On rare occasions, I'm able to get it to display an "s"). The location of these keyboard keys, when in portrait mode, is exactly in the "dead column" reported at the begining of this thread. Here's an image of the result of the Service touch screen test on my phone. There's definitely something funny going on...

Re: Section of touch screen not working after update.

Gibi — Wed, 21 Sep 2016 09:25:50 GMT

Let me add, I have tried rebooting in safe mode but the problem persists. Curious to know if others are having the same problem..

Re: Section of touch screen not working after update.

Gibi — Thu, 22 Sep 2016 11:55:09 GMT

...from my perspective, phone is pretty much unusable in its current form...so as a last ditch effort, I decided to reset the phone to factory settings (using the Software Repair procedure found in the Xpedia Companion software). The problem persists. It is unclear to me if the procedure resets ALL firmware code as well (maybe one of the experts on this board has some insight on this. If the procedure does not reset everything, it could be that the problem was caused by one of the recent system updates (as hinted by the other user that is having the same problem as me)). At any rate, as the phone is out of warranty (because I use the phone for business and it was deducted as a business expense, the warranty on the phone is only good for one year (I live in one of the EU states), guess I'll be shopping for a new phone...bummer!

Re: Section of touch screen not working after update.

Dimis87 — Mon, 26 Sep 2016 12:46:49 GMT

I also have the exact same problem since that update 3 weeks ago.

I had a similar Problem a few months back also after some update but after 1-2 weeks the problem was gone for the bigger part.

Now since that update 3 weeks ago my s key didn't work and I realised that the entire left side of the display doesnt work anymore. After 2-3 days the entire right side and also a point as big as a thumb in the middle also stopped working.

Sent my Phone to sony for repair, they got it on september 22nd.

Re: Section of touch screen not working after update.

Gibi — Mon, 26 Sep 2016 15:52:06 GMT

OK, Dimis87, keep us posted...I'm still not 100% convinced that it's a hardware problem...

Re: Section of touch screen not working after update.

Dimis87 — Tue, 27 Sep 2016 06:05:01 GMT

Oh im sure it can be a hardware problem but the thing is Sony should not try to talk themselfes out of it.

Because hardware problems can very well come from software problems.

Since the first time after an update I had some problems with the touch screen, I've searched and found quite some people in some forums having the same problems but with no solution unfortunately. Everytime some people said it must be a hardwareproblem but how it comes we all have the same symptoms after some update.

Oh well I just hope Sony can repair my phone, its really anoying having your phone destroyed by some software update 1 month before warranty worns off.

Re: Section of touch screen not working after update.

DonnyBoy — Tue, 27 Sep 2016 12:59:39 GMT

I have had the same problem, happened in mid August when I was on holiday.

Same as others, top section stops working, then the soft keys at the bottom, ow it appears to be the middle of the screen.

I did a factory reset and it was the same; I have sent my to Sony for a warranty repair as still withinthe 2 year warranty in UK.

Sony Z3 compact clearly has degin faults, users apply to the regulation of your country

Rfabendt — Sat, 08 Oct 2016 12:33:21 GMT

From what can be seen, the phone has the following 3 faults:

Looseness / loss ot the sealing ring, flap for USB - clearly visible, fault normally already in Warantee Period

Glass at back side gets loose - hidden failure from production, often after Warantee Period

Touchscreen not working correctly, especially notification bar and bottom line - hidden failure from production, often after Warantee Period

I recommend to everyone affected, especially by the hidden faults after Warantee to verify the consumer rights, several country have a rule that the supplier needs to correct hidden failures from production throughout the product lifetime, even after Warantee.

Re: Sony Z3 compact clearly has degin faults, users apply to the regulation of your country

dvl55 — Sat, 08 Oct 2016 14:46:58 GMT

Hello i from italy and my device was affected from the third issue, but customer care told me that it was caused by me actually i never drop my phone from high height.... They ask me that it could be repair from 180euros

Re: Sony Z3 compact clearly has degin faults, users apply to the regulation of your country

tinong9 — Sun, 09 Oct 2016 05:48:13 GMT

@dvl55 wrote:
Hello i from italy and my device was affected from the third issue, but customer care told me that it was caused by me actually i never drop my phone from high height.... They ask me that it could be repair from 180euros

Wow... that is just sad, I mean, I have the same touchscreen issue and I did not want to pay, but they said my screen has to be replaced even if I didn't break my phone--I have to pay for repairs (warranty period is 1yr in my country, and my phone is 1yr10mos).

I did drop it last June but this problem started around 2 months ago. So, I don't see how this is caused by dropping the phone? (Also it didn't land face flat.)

It's clear just from reading the forums that no one from Sony helps even if a lot of people are having these issues.

Re: Section of touch screen not working after update.

Gibi1 — Mon, 17 Oct 2016 17:09:16 GMT

(This is still Gibi)

Here's how the story ended. I went to the local Sony dealer. They checked my phone (and invoice). It was still under warranty. They shipped it somewhere. It came back a week later fixed. Apparently they replaced the touchscreen. Hurrahh..my phone is now working properly again...good luck to the rest of you..

Re: Section of touch screen not working after update.

GeoSchiss — Wed, 12 Jul 2017 18:27:47 GMT

I have the same issue on a different part of the screen. I can confirm it is not hardware as when I enter the (secret) service menu and test the touchscreen the dead spot appears but if I launch a drawing app, I can draw over the whole screen. I've tried everything on here and other sites. I'm probably going to root the phone and see where that gets me. My phone isn't yet unusable, just really annoying when trying to get things done. I think a new SAMSUNG is in my future. bye Bye sony.

Re: Section of touch screen not working after update.

Ugchelen — Tue, 10 Sep 2019 10:30:18 GMT

On Experia Z3 compact, lower part of touchschreen dont work