Xperia XZ touch screen problem

[BoMa1]

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.

[dandy63]

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

[dandy63]

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/

[Jonas · Accepted solution]

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!

[BoMa1]

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.

[dandy63]

Keep us updated & good luck :smileysmileythumbsup:

[Jonas]

No problem at all!

Keep us updated!

[Cmj1]

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

[Sunking1011]

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

[SDR1970]

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