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Tips & Tricks

Want to know more about Xperia 5? To read more about it go here.
If you can't find the answer to your question there please post it here and let the community help you.

Touchscreen issues

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Learner
Message 1 of 8
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Message 1 of 8

Touchscreen issues

Hello everyone, 

 

I'm having trouble with the touchscreen of my XZ2 Compact. 

Several times a day, it's suddenly not reacting anymore. This happens right in the middle of doing something, like typing or scrolling. It just stops reacting to my inputs. I solve the problem by turning the screen off with the power button, and back on. But even then, I mostly need to do it several times, before the screen answers so my inputs again. Afterwards the screens works fine for some seconds, then the problem reappears. 

Strangely, later in the day, it works perfectly fine for some hours, before the problem comes back again for some minutes.

 

I also have a quite opposite phenomenon sometimes (maybe once every 2 days), where the screen seems to be oversensitive. I notice it when typing something. I press on a letter, and suddenly it's writing 5 at once (resulting in strange results by the auto correct function). It's extremely difficult to write with that. After reopening the keyboard and/or turning the screen off and on, it's all normal again. 

 

 

The problems increased greatly the last days, which is really annoying. Therefore I decided to ask for help, maybe there is a simple solution.

 

 

I'm using a screen protector. It's applied without any bubbles. But I also observed my first problem a few weeks ago, when I had no protector on the screen. So I don't think, that's the cause.

 

I also tried the support app. When I perform the touchscreen test, of course the result is okay, as the screen has to be working in order to start the test. So that's no help unfortunately. 

 

I hope someone is able to help me, otherwise my last option will be sending my device in to have it checked.

 

Louis 

7 REPLIES 7
Sony Xperia Support
Message 2 of 8
241 Views
Message 2 of 8

Re: Touchscreen issues

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

I just want to double check one thing regarding your very detailed post. You wrote that it started a couple of weeks ago and that you did not have a screen protector on, but then you wrote "So I don't think, that's the cause". Based on this text, you meant that you had the screen protector on and it worked fine before right? Slightly smiling Face

It doesn't sound like the glove mode is activated, but it's worth having a look in Settings > Display > Advanced > Glove mode. If this is turned on, turn it off.

I remember that one of my colleagues experienced something very similar when he had an SD card in his device, so if you have one try removing it over the weekend (unless you need to have it mounted) and see if that helps. It's a long shot but every little thing is worth testing before handing it in.

Let me know if that helps!


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 8
230 Views
Message 3 of 8

Re: Touchscreen issues

Hi Jonas,

 

Thank you for your quick answer.

 

 

My phone is about 6 months old, I'm using a screen protector since the beginning. The problem started a few weeks ago, so yes, there was the protector already on the screen, when it was still working perfectly fine.

Due to a few bubbles and dust coming under the edges of the protector, I removed it some time ago and applied a new one. In the few minutes of not having a protector on the screen, the problem appeared, too. That's why I think, that the protector is not the cause. 

 

The glove mode is deactivated. 

 

I just removed my SD Card an will see if that helps. Thanks for the tip.

 

Louis 

Sony Xperia Support
Message 4 of 8
199 Views
Message 4 of 8

Re: Touchscreen issues

Hi @LouisC, you're very welcome and thank you so much for the very detailed description! Slightly smiling Face

Let me know how it works with the SD card not inserted and we'll take it from there.


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 8
182 Views
Message 5 of 8

Re: Touchscreen issues

So I removed the SD Card for some days, but unfortunately the screen issues stayed...

 

Do you have any last idea? Maybe a factory reset might help?

Sony Xperia Support
Message 6 of 8
162 Views
Message 6 of 8

Re: Touchscreen issues

Hi again and sorry to hear that there was no change. Slightly frowning Face

The next step is to reset the device and I would recommend that you use a computer for this, if you have one available since that reset is a bit different from a normal reset as it will also reinstall the software in the device.

You can find instructions for this on the link below and there will be a second link for how to backup your data.

Software repair using Xperia Companion

Creating a backup using Xperia Companion

If you still experience the same behaviour with the touch screen after performing the software repair, it's time to have the device inspected by a trained technician and your Local support team will assist you further with this and answer any questions you may have regarding service routines, warranty and consumer laws.

Feel free to 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.

Learner
Message 7 of 8
58 Views
Message 7 of 8

Re: Touchscreen issues

Sorry for my late answer, I was busy the last days.

Today I performed the Software repair with the companion and paid attention to reinstall as few apps as possible afterwards (I read somewhere, that issues could also come from recently installed apps).

 

Unfortunately, shortly after the reset, I noticed the problem again. It only happened once so far, so I will wait a few more days. But I'm not very optimistic...

 

My next step will be contacting my local support, to have the device checked.

 

I want to thank you Jonas for your help, even though we couldn't identify the cause for the problem. I appreciate your effort!

 

Louis

One time poster
Message 8 of 8
9 Views
Message 8 of 8

Re: Touchscreen issues

I'm having the same issues: screen becomes unresponsive, and other times, over-sensitive. Turned on click tracking, and I can see that when I'm touchign the middle of the screen it records touches near the top, and opens my notification menu. Tried toggling Glove Mode, occurs when on or off. Simply pressing power on the side to turn off the screen then unlocking it again will temporarily solve the issue.

 

I've had this phone (Xperia Compact XZ2) for just over a year now and I haven't had any of these issues until maybe the last month or so. No screen protector, even took it out of the case to ensure nothing was contacting the very clean screen. I strongly, strongly suspect this behavior is caused by a recent software update. I always run Xperia software updates right away. I've also tried uninstalling every non-default app on my phone just in case one of them was the cause. Issues still occur.

 

Sony Support, PLEASE INVESTIGATE YOUR RECENT SOFTWARE UPDATES FOR THE CAUSE OF THIS ISSUE and stop pretending it's a user-caused problem.

 

Edit: same issue in this other thread: https://talk.sonymobile.com/t5/Xperia-XZ2-Compact/touchscreen-ghosting-swipes/td-p/1345195