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.

[Jonas]

Hi @HiroSK, sorry to hear about that.

Have you had the chance to try the troubleshooting that I posted in my previous post in this thread? If you have, how is it working after the software repair has been completed?

Let me know how it goes!

[nugraha]

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@Jonas wrote:

Hi @HiroSK, sorry to hear about that.

Have you had the chance to try the troubleshooting that I posted in my previous post in this thread? If you have, how is it working after the software repair has been completed?

Let me know how it goes!

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Hai Jonas

I'm just using Xperia XZ for 2 weeks. Now, the problem is coming. there is some area can't reach using Free Drawing test (the middle area of display), and sometimes, the display are moving to other menu without touch anything. It's just like using glove mode, but when i check the setting, glove mode is already off.

I want to try the repair function on xperia Companion, but i'm still working on it because it take so long time to finish.

I hope it will done after the repair. because in my country, Indonesia, Xperia XZ not release officially, so i have no local support (the last time sony mobile release in Indonesia is Xperia Z5 family). So, if it possible for me to repair it in Singapore (the nearest local support sony)?

Thanks before, and wish me luck with the repair... 

[Jonas]

Hi @nugraha, sorry to hear about your phone.

Best of luck with the software repair and feel free to keep me posted on how it went!

[nugraha]

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@Jonas wrote:

Hi @nugraha, sorry to hear about your phone.

Best of luck with the software repair and feel free to keep me posted on how it went!

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I have done with software repair. And the problem isn't solved. The display area that can't write is lower than before. So i can't move the icon from the bottom of display to the top. And from the top to bottom, too.

If i used the software repair again, it can move it again? or will be ok?

And if i take my phone to Singapore (the nearest sony support), will sony take charges for the replacement device/parts?

[Jonas]

Hi again @nugraha!

I'm sorry to hear that there was no change after performing the software repair.

In this case your phone needs to be examined at an authorized service centre and your Local support team will assist you further with having a repair arranged and/or provide you with information regarding locations of service centres in your market/region.

I'm afraid that I can't answer if this will be covered by our warranty or not since warranty vary between markets and your phone will need to be examined before such a decision can be made.

I'm very sorry for any inconvenience this may cause for you.

[KSony1978]

Had my xz for 2 months, never dropped it, never wet it, treated it incredibly well because I can't afford to buy another for some time... Anyway, same issue for me.

Screen went mental, put glove mode on and could see the screen was being touched just below centre over the full width of the screen to a depth of about 5-10mm.  After I performed two factory resets, I then came across the service menu secret codes!!!

Well, after running the touch screen test (all were fine except the free drawing test) I could see there was a portion of the screen that wasn't working (see screenshot). The mental phantom screen pressing has stopped now so I am able to write this however that portion of the screen is still not functioning. This is most noticeable when scrolling though websites or any app where you have to scroll. As you slide your finger down the screen it pauses as soon as your finger crosses into this faulty region and then resumes once past this region. 

Now, as things are never that straight forward, when I perform the diagnostic touch screen test (where you clear the screen over an image) the region that is faulty in the service test, works fine.

Hardware? Software?

Who knows, it's off to the tech bods at Virgin mobile (UK) in a couple of days so we shall see. 

Oh, my Xperia z2...3yr old...  Fine, never had an issue, works like clockwork.  

Why did I upgrade again??? 

Come on Sony, isn't it time to out your hands up and admit this is YOUR fault? 

[sandsater]

Exactly the same problem here too. Nothing more to add. Extremly frustrating to use. The best/worst? is that I cant set the alarm to 6 something without flipping the screen.

[Jonas]

Hi @KSony1978, sorry to hear about your phone and I apologize for the late reply, I have been on a shorter vacation!

If I understand correctly the phone has been sent to a service centre and you currently waiting on getting it back, is that correct?

For most users this has been related to hardware and they have had their displays replaced and after that they have no longer experienced this behaviour and I do really hope that will be same for you. I understand that it's never fun having to send your device for repairs and not being able to use it.

Feel free to keep me updated on how everything works once you get the phone back from repairs.

@sandsater, sorry to hear that you are experiencing the same behaviour.

Have you had the chance to try any of the troubleshooting that I have posted about previously in this thread? If you have and there has been no change, please get in touch with your Local support team so they can arrange a repair for you!

[Keeeeely24]

Did the problem get fixed? I have the exact same issue with my phone at the top of the screen. also owned it for two months 

[ermond12]

All of a sudden I can no longer access the status bar or notification panel (except in the lock screen). Thiss happens, all of a sudden, while I was listening to music. Tested the phone through Diagnostics and service test (*#*#service#*#*) and both shows that the upper part of the screen is no longer accessible. Already tried turning it to safe mode and did a factory reset but still the same. Called the service center and advised me to do a software repair through Xperia Companion which I haven't done yet. Hopefully it gets resolved through that.

Sony Xperia XZ (F8332), 7.1.1, 41.2.A.7.8 firmware.