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XZ Premium Touchscreen Calibration?

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Apprentice
Message 1 of 12
1,445 Views
Message 1 of 12

XZ Premium Touchscreen Calibration?

I've recently had my phone screen replaced and all was working well. 

 

As of yesterday I seem to have developed an issue where I can't swipe my status bar down in portrait mode. 

 

I can swipe down in portrait mode on the lock screen but not when using the phone regularly, the same symptoms persist in safe mode.

 

Is this a software issue, a miss calibration? 

 

I ran a diagnostic test and you can see clearly the status bar falls within the light blue area of the image which demonstrates the area of the screen I can't use. 

 

Screenshot_20190326-104657.pngA diagnostic screen test showing the area that touch doesn't detect

 

1 ACCEPTED SOLUTION

Accepted Solutions
Sony Xperia Support
Message 4 of 12
1,395 Views
Message 4 of 12

Re: XZ Premium Touchscreen Calibration?

Hi again @lil_bugga and thank you so much for the screenshots!

I'm sorry to hear that it has gotten worse and based on the screenshot from the free drawing test, something is definitely not working correctly!

Now we need to figure out if this is related to the software in the device or if there is something wrong with the display.

For the software part, you can perform a software repair using Xperia Companion. Performing this action will reinstall the latest available software in the device but it will also delete all data that is stored on the internal storage, so it's important that you create a backup using the same program before you start with the repair.

Should you still experience the same behaviour, the device will need to be examined at an authorized service centre and I'm afraid that I can't assist you with having it sent in, but your Local support team will gladly provide you with information on how to do this and answer any questions you may have regarding warranty, service routines and consumer laws.

Keep me posted!


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.

11 REPLIES 11
Sony Xperia Support
Message 2 of 12
1,425 Views
Message 2 of 12

Re: XZ Premium Touchscreen Calibration?

Hi @lil_bugga, sorry to hear about this. Slightly frowning Face

You mention that you are able to swipe it down even in portrait mode, but that is a typo right and you mean it doesn't work in portrait mode, unless you are on the lock screen, is that correct?

There is a second touch test that I would recommend that you try and you can find it in the service menu of the device. To access the service menu, open the phone application and type in *#*#7378423#*#* > Service tests > Touch > Free Drawing Test. Is the result any different in this test?

Keep me posted! Slightly smiling Face


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.

Apprentice
Message 3 of 12
1,420 Views
Message 3 of 12

Re: XZ Premium Touchscreen Calibration?

Hi @Jonas, that was a typo which has now been corrected. 

 

My issue got worse yesterday evening with the area not detecting touch having got larger, as shown by the swipe test I did as a comparison to my first.

 

I have also carried out the free draw test going around the borders of my working screen area. 

 

 

image hostimage host

Sony Xperia Support
Message 4 of 12
1,396 Views
Message 4 of 12

Re: XZ Premium Touchscreen Calibration?

Hi again @lil_bugga and thank you so much for the screenshots!

I'm sorry to hear that it has gotten worse and based on the screenshot from the free drawing test, something is definitely not working correctly!

Now we need to figure out if this is related to the software in the device or if there is something wrong with the display.

For the software part, you can perform a software repair using Xperia Companion. Performing this action will reinstall the latest available software in the device but it will also delete all data that is stored on the internal storage, so it's important that you create a backup using the same program before you start with the repair.

Should you still experience the same behaviour, the device will need to be examined at an authorized service centre and I'm afraid that I can't assist you with having it sent in, but your Local support team will gladly provide you with information on how to do this and answer any questions you may have regarding warranty, service routines and consumer laws.

Keep me posted!


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.

Apprentice
Message 5 of 12
1,378 Views
Message 5 of 12

Re: XZ Premium Touchscreen Calibration?

I ran your software repair and the problem persists so thank you for your help. Now to chase up the repair company .

Message 6 of 12
1,369 Views
Message 6 of 12

Re: XZ Premium Touchscreen Calibration?


@lil_bugga wrote:

I ran your software repair and the problem persists so thank you for your help. Now to chase up the repair company .


Repair company is it Sony official service centre??? Or any 3rd party shop? It could be busted reinstallation of the display panel or Chinese duplicate display spares during Ur panel repair. 

 

By my experience and my friends, whenenve u repair a Sony phone it should be done by the experienced expert guy or otherwise a bad workmanship cause issues like this.

 

For example my old Xperia Z2 working beautifully for 3 years and one day it fell and somehow it's already damaged SIM card slot went dead and at Sony service centre, they said it needs to replace board . So I took to 3rd party shop wer they soldered a new SIM slot and it working again.. when I got it back everything works but I saw random restarts and power off. I went to that shop again and they said it's board complaint or new SIM slot incompatibility. I argued it's after the repair work and battery contact problem.. they never listens and never agrees with me.. i was **bleep** sure my Z2 board just won't go like that.. I know my phone.. and I made them replace the battery paying more.. Then guess what it worked.. Z2 came alive and no problems... I was right. 

 

Then Z2 is fitted with duplicate stupid battery which hardly lasts half a day while 3 year old original battery lasts a day. Well u know they had opened and closed the back of Z2 for like 2 or 3 times. Next day when I tried to connect SBH24 Bluetooth headset, it's not connecting via NFC bcos NFC not working.. it's gone during battery replacement. Since NFC not that important for me I just settled and used 6 months carrying charger with me before moving on to XZ Premium.

 

So that's how its gona be a repair of a phone normally works.

 

My Z2 still serves as music phone bcos of a old Sony add-on in it . 

 

Hope Ur phone gets repaired correctly this time..

Apprentice
Message 7 of 12
1,361 Views
Message 7 of 12

Re: XZ Premium Touchscreen Calibration?

Haha I went from my old pre-ordered Z2 to the XZ Premium, contract was up, battery wasn't lasting so switched.

 

I guess I'll be running my Z2 again if the repair shop decide they need to keep the phone in. Apparently they have a Sony specialist engineer come by once a week and it'd be them that replaced my screen, worked fine for a maybe a month and now this.

 

I'll update when I know more.

Sony Xperia Support
Message 8 of 12
1,328 Views
Message 8 of 12

Re: XZ Premium Touchscreen Calibration?

Hello everyone!

@mahesh911, that sounds like a nightmare, sorry that you had to go through this. Slightly frowning Face

There are several very important points as to why a device should always be repaired at an authorized service centre by a trained technician.

You will always know that the device has been repaired using original spare parts, as most of our flagship devices are water resistant, a specific test has to be made after the repair has been completed to make sure that it is still water resistance, the warranty is still valid (a non authorized repair will void the warranty). I understand that it's very handy to just bring your device to a random mobile repair shop and they can repair a cracked display in 30 minutes instead of having to send it away for some time and that is in my experience, the biggest reason for not using an authorized service centre.

 

@lil_buggaand sorry to hear that there was no change even after the software repair was completed. Slightly frowning Face

I hope that everything works out with the repair and that your device will finally be fixed and in 100% working condition when you get it back and that it stays that way.

Time to enjoy your Xperia Z2 for a while, in case they need to keep it!

Thanks for keeping us posted! Slightly smiling Face


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.

Message 9 of 12
1,326 Views
Message 9 of 12

Re: XZ Premium Touchscreen Calibration?


@Jonas wrote:

Hello everyone!

@mahesh911, that sounds like a nightmare, sorry that you had to go through this. Slightly frowning Face

There are several very important points as to why a device should always be repaired at an authorized service centre by a trained technician.

You will always know that the device has been repaired using original spare parts, as most of our flagship devices are water resistant, a specific test has to be made after the repair has been completed to make sure that it is still water resistance, the warranty is still valid (a non authorized repair will void the warranty). I understand that it's very handy to just bring your device to a random mobile repair shop and they can repair a cracked display in 30 minutes instead of having to send it away for some time and that is in my experience, the biggest reason for not using an authorized service centre.

 


yes i actually went to sony authorised service centre first but they denied onboard repairs and said motherboard has to be replaced which the device needs to be sent and also has to order the new spare part which takes weeks depending on availability and also it costs a lot. i was ready to wait if there is delay at sony service centre but in my case only sim slot damaged, the board is fine and they said they wont do manual soldering work which has no guarantee if it work or not. Thats why i went to 3rd party mobile shop which they also mentioned and warned there is no guarantee to work but it worked along bringing damage to battery contact and NFC.

 

Now actualy all my Z2 need is a original battery which is unavailable and i cant trust batteries available online. there is online products saying its original d6502 battery with pictures showing exactly looking like original but iam not sure. its cheap  too which is another reason i doubt its genuine or not. i wish sony just give me a new battery as a gift. ya a 2014 device spending more money is kind of unnecessary as XZ premium is the mainstay phone for me but i still use Z2 as back up, for music purposes and some old apps and games.

Sony Xperia Support
Message 10 of 12
1,303 Views
Message 10 of 12

Re: XZ Premium Touchscreen Calibration?

Hi again @mahesh911!

I understand their answer that they won't be able to modify the main board and had to replace it all together. The main board is however as far as I know, the most expensive spare part, so the repair will cost a lot.

The spare parts are only available at the authorized service centres and as far as I know, they don't sell them to private persons, so I won't be able to gift you one either. Slightly frowning Face

Ordering spare parts online will always be very tricky for the reasons you mentioned and you really want to make sure that the battery is original so you don't end up with some bad copy and you are scared to even charge the device. I'm not sure if the 3rd party shop has some kind of battery tester to see if a battery is genuine or not and you can buy from them.

Have a great day! Slightly smiling Face


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.