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Parts of c5 ultra screen are unresponsive often

Learner
Message 1 of 18
4,532 Views
Message 1 of 18

Parts of c5 ultra screen are unresponsive often

Many areas of the phone are unresponsive many times, mainly the area where the keyboard comes up. It doesn't only happen when I use the keyboard it also happens when I'm not using it. Should I take the phone to get serviced or what?
@thebounsir
17 REPLIES 17
Sony Xperia Support
Message 2 of 18
4,530 Views
Message 2 of 18

Re: Parts of c5 ultra screen are unresponsive often

Hi bounsir,

 

Welcome to the community, 

 

You could perform a test with the diagnostics.

 

Menu > Settings > About phone > Diagnostics > Device Tests > Touch Screen

 

Let us know the results.


Official Sony Xperia Support Staff


If you're new to our forums, make sure that you've read our Discussion guidelines.

To get in touch with your local support team, please visit our contact page.

Learner
Message 3 of 18
4,526 Views
Message 3 of 18

Re: Parts of c5 ultra screen are unresponsive often

I just a test for the touch screen, I cleared the picture but then came back as failed with a red symbol with an exclamation mark.
@thebounsir
Sony Xperia Support
Message 4 of 18
4,518 Views
Message 4 of 18

Re: Parts of c5 ultra screen are unresponsive often

Can you boot the device in to Safemode to see if the issue continues?

 

Safemode


Official Sony Xperia Support Staff


If you're new to our forums, make sure that you've read our Discussion guidelines.

To get in touch with your local support team, please visit our contact page.

Learner
Message 5 of 18
4,514 Views
Message 5 of 18

Re: Parts of c5 ultra screen are unresponsive often

I've already done that. And still get issues from time to time
@thebounsir
Sony Xperia Support
Message 6 of 18
4,504 Views
Message 6 of 18

Re: Parts of c5 ultra screen are unresponsive often

If the issue is random, then it is more likely software based. This could easily be a third party application causing issues every so often. I would suggest trying a backup to the device and going through with a software repair.

 

However if you do not wish to perform this task, you could try removing some third party apps on the device to see if they were the culprit.

 

Software repair instructions


Official Sony Xperia Support Staff


If you're new to our forums, make sure that you've read our Discussion guidelines.

To get in touch with your local support team, please visit our contact page.

Highlighted
Learner
Message 7 of 18
4,488 Views
Message 7 of 18

Re: Parts of c5 ultra screen are unresponsive often

Im sure it's not a Software problem becuase its been happening randomly since I bought the device about two monts ago. Now it happens more frequently and makes me frustrated then I just put my phone down . 

@thebounsir
Sony Xperia Support
Message 8 of 18
4,466 Views
Message 8 of 18

Re: Parts of c5 ultra screen are unresponsive often

If you feel this is something other then software, you are welcome to send the device through to a service agent for assessment, however you would be best to speak with Customer Care within your region. Use my signature below for contact details.

 

One thing to take in to account here, you may resolve the issue within 20 to 30 minutes with a software repair, where as sending the device away will take longer, so a software repair is the best course of action before taking it to a service agent.


Official Sony Xperia Support Staff


If you're new to our forums, make sure that you've read our Discussion guidelines.

To get in touch with your local support team, please visit our contact page.

Learner
Message 9 of 18
4,437 Views
Message 9 of 18

Re: Parts of c5 ultra screen are unresponsive often

Afternoon,
I've Just bought the Phone, today, to be more precisily, and have done the updated Android.
After that I am having the same issue on my touch screen.
Type some text is too dificult, when I put my finger, the screen reconizes the another letter, Ex: If I press the CAPS key, he types the letter A.
That issue is driving me crazy, but I do not know If its only in my Phone, or its a General problem.

Before that Phone, I have had a Motorola Moto X XT1058, and never had that problem...

How I fix that problem???

PS -> I'm from Brazil, pardon my bad english...
Learner
Message 10 of 18
4,435 Views
Message 10 of 18

Re: Parts of c5 ultra screen are unresponsive often

Afternoon,
I've Just bought the Phone, today, to be more precisily, and have updated Android.
After that I am having the same issue on my touch screen.
Type some text is too dificult, when I put my finger, the screen recognizes another letter, Ex: If I press the CAPS key, he types the letter A.
That issue is driving me crazy, but I do not know If its only in my Phone, or its a General problem.

Before that Phone, I have had a Motorola Moto X XT1058, and never had that problem...

How I fix that problem???

Ah, and the problem only shows when I typing something, only in the keyboard.

PS -> I'm from Brazil, pardon my bad english...