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2017-05-22 04:13 PM
Hi @Km91 and welcome to the community,
I'm sorry to hear this.
If this behavior first started when you dropped your device it does sound like this is all hardware related. Is there any physical damage on the device?
I would recommend that you get in contact with your Local support team for assistance with having your device sent in to an authorized service center for repair. Your local support can also assist you with questions regarding service routines in your country.
Let me know how it works out.
2017-05-23 09:22 AM
Hi @Mjbrown9, welcome to our forum!
I'm sorry to hear about your phone.
Is your phone powered on at the moment and you are able to unlock your screen lock? If you are, could you please try and run the test for these buttons in the inbuilt test in the phone? You can find the test in Settings > About phone > Diagnostics > Test.
If your phone is powered off, I'd recommend that you try and perform a software repair using Xperia Companion. Do note that this will delete all data stored on the internal storage of your phone and since the phone can't be powered on and unlocked a backup is not possible.
If there is no change after the software repair has been completed or if you aren't able to proceed with it (requires you to press and hold the volume up button once during the repair), your phone will need to be examined at an authorized service centre and your Local support team will arrange a repair for you and answer any questions that you may have regarding warranty, local service routines and so forth.
Let me know how it goes!
2017-05-23 08:18 PM
Hi thanks for reply,
phone has battery power, it won't lock or unlock with power button, so have to leave the screen on for 30mins other if it goes into stand by I have to plug in charger to activate the screen.
2017-05-24 03:54 PM
This workaround worked for me, I haven't even needed to open the phone, I just made a little pressure in the position shown in the picture and then press the power button.
Thank you for you post, it saved my time.
2017-05-24 04:00 PM
I faced the same problem yesterday, and I did exactly what a guy named "Computer Cowboy" recommended. Probably this problem is related with a lack of test by Sony, so if your phone have felt down this conector called FCC might have been disconnected.
2017-05-26 05:23 PM
Hi again @Mjbrown9,
In that case, please proceed with the software repair and see if there is any change.
If there is no change your device will need to be examined by a trained technician at an authorized service centre. Your Local support team will assist you further with arranging a repair and/or inform you on how to proceed.
@DanielLopes, Glad to hear that you were able to resolve this with a help from a user on our forum!
Have a great weekend!
2017-05-29 08:42 AM - last edited on 2017-05-29 09:24 AM by Emil
Merhaba, Xperia Z5 Premium kullanicisiyim . Ses alcatma tusum ve parmak izi bozuldu. Ses yukseltme tusu calisiyor. Kisma tarafi bozuk. Tesekkurler.
Hi, I am an Xperia Z5 Premium user. The volume down key and fingerprint are broken. The sound boost button is working. The throttle side is broken. Thank you.