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.

[Qatrium]

@ermond12

If you can access it in lockscreen, then this should be a software issue and not hardware one. Proceed with the software repair using Xperia Companion. This will do a clean installation of the latest firmware and will also wipe your internal memory. Don't forget to backup using Xperia Companion, but preferably without adding apps or settings to the backup.

Follow the steps given in blue links, and keep us updated.

[ermond12]

I really, really hope that it is software related... You may see the screenshots attached below... Will try it as soon as I get my hands on my laptop. Service test

Service test

Diagnostics

[Ayyob]

Oh my God 

I have this issue too 

This problem happened for me about three months ago

I used from xperia companion to software repair, but my problem didn't solve

Even after update issue didn't solve

Sony please resolve our problem 

PleaseeeeeeeeeeeeToch problem

[Ayyob]

Hi

Oh my God 

I have this issue too 

This problem happened for me about three months ago

I used from xperia companion to software repair, but my problem didn't solve

Even after update issue didn't solve

Sony please resolve our problem 

Pleaseeeeeeeeeeee

I haad not damage or drop my phone

Erea of toch problem

[SDR1970]

I had the same issue a few months back. Unfortunately this is a hardware related, & therefore you will need to send your phone in for repair. 

[Jonas]

Hi @Ayyob and @ermond12, I'm sorry to hear about this and I apologize for the late reply.

As @SDR-1970 wrote, this is related to hardware in your devices and they will need to be examined at an authorized service centres.

Your Local support teams will arrange repairs for the both of you so please get in touch with them for further assistance with this.

[KSony1978]

Thanks for the reply. Yeah, I had to send it back to virgin who replaced the screen. Seems to have fixed it, for now. 

[Jonas]

Hi @KSony1978, I'm really glad to hear that everything worked out for you!

I understand having to send your phone to service is never a fun thing to do and I hope that everything will work from here on out!

Let me know if there is anything else I may assist you with and have a great day!

[ermond12]

Will try the software repair first then if it's still the same then I will send it to the service center.😌😌😌

[Jonas]

Hi again @ermond12!

I really do hope that this will be solved by the software repair, in case it doesn't get in touch with your Local support team and they will assist you further with having it sent in to an authorized service centre.

I'm sorry for the inconveniences this may cause for you.