Unresponsive touchscreen XZ2

[emirbud]

There is a problem with my Xperia XZ2 screen. It does not respond to let's say every 20th tap. The frequency of unresponsiveness is an approximation. It is actually very irregular. Sometimes it will respond properly to more than 20 taps in a row, and sometimes it will fail to respond to 2 out of 10, sometimes it even fails to respond three times in a row. It is very frustrating and annoying, especially when I type on the keyboard, like I'm doing now. I don't think my phone is broken. It is pretty new, and it's been like this since I bought it. Please Sony, fix this if at all possible. 

[Martin1]

Hi @emirbud, sorry to hear about this. 

Do you have a screen protector or a protective case mounted on the phone? also, does this behaviour with the touchscreen appear during a specific kind of use, for example while gaming or in a specific kind of app or does it appear randomly?

A good start in order to troubleshoot this is to carry out a test of the touch screen in the support app. find and tap Settings > Support > Xperia Tests > Touchscreen. Another thing that you can try is to reboot your phone in safe mode to see if the touchscreen works better there. All apps downloaded from Play Store is temporarily deactivated while in safe mode and by doing this, you can see if this behaviour is caused by a downloaded app. For more information on safe mode and how to use it, click here,

If the functionality of the touch screen persists in safe mode, I would suggest that you try to repair the software using Xperia companion and a computer. Keep in mind though that a software repair will erase all user data from the phone, so it is advised to do a backup before the repair in order to prevent data loss.

Try these measures and feel free to keep me posted with the results! 

[emirbud]

Hello. 

No I don't have any protective screen. I tried your recommendations, didn't solve the problem. It appears randomly, most notably when I type on keyboard (in any app). As I am typing this reply, it skipped several taps. I don't think this is something I need to do, I think Sony needs to do something. Or, I have a faulty device. It's possible, but I'm sensing that's not the case. 

[Martin1]

Thank you for the quick reply, @emirbud!

if none of the previously mentioned measures including the software repair did not manage to improve the functionality of the touch screen, I am afraid that there is not much more you can do with the phone nor we here at Sony can do remotely.

The best thing to do in that case is to get in contact with your local support team in order to have the phone examined by an authorized service center. If you have any questions regarding the service, such as service routines, warranty and consumer laws, these kind of questions are best answered by your local support team as well, as they vary a bit depending on which country/market you are located in.

Let me know if you have any further questions! 

[emirbud]

I read that many people have problems with XZ2 screen responsiveness. That is why I think this is something for Sony to resolve with a patch, update, whatever. I am not going to take this rather new phone to repair and get it back in even worse shape. If you don't resolve it, I'll just suffer through it while I have this phone. My next phone will hopefully not be faulty, and it will certainly not be Sony. Sony has put my loyalty through too much strain.