topic Touch screen issue after Nougat 7.0 update in Z Series

Touch screen issue after Nougat 7.0 update

SqueezeMyLemon1 — Fri, 05 May 2017 09:48:03 GMT

Hi there,

I've seen *many* posts about Nougat issues on Sony Xperia devices (and other devices), and I'm not confident in getting any kind of resolution for my problem, but thought I'd post it anyway.

I have the Xperia Z3+ (E6553) with Android 7.0, build number 32.3.A.2.33. Since applying this latest update, I have issues with my touch screen where there appears to be an almost dead zone running down the left hand side of the screen. This is shown by running the touch screen diagnostics test and performing a free draw across the whole screen:

This is making using the phone pretty painful - particularly when typing, causing some letters to double up (e.g. I tap 'a' it types 'aa', 'ss', or 'as'), some keys to not work (those on the far left of the keyboard) etc. I've tried factory resetting the phone, but no change. I've also tried contacting Sony support, but of course no response whatsoever. Very frustrating, as before the update I was very happy with the phone (apart from the occasional overheating), now I feel I wouldn't buy another Sony product.

If anyone else has the same issue, knows of a fix, or any advice, please let me know. I'm hoping Sony will release an update soon to fix it, otherwise I guess I'm gonna have to buy a new (non-Sony) phone.

Cheers.

Re: Touch screen issue after Nougat 7.0 update

Jonas — Fri, 05 May 2017 10:15:06 GMT

Hi @SqueezeMyLemon, welcome to our community!

I'm sorry to hear about this and I understand it's very hard to use the phone since a lot of menus in applications are placed on the left side of the phone or when trying to write a text message.

Based on the troubleshooting you have already done (factory reset) this sounds like it's related to hardware and not software.

There is a few more things that you can try and I would recommend that you start with removing any screen protector if you have one on your phone and run the diagnostics test again, just to make sure that this is not the cause of this.

If you don't have a screen protector or if there is no changing when you have removed it, the last thing that you can try on your own is performing a software repair using Xperia Companion. This will delete all data stored on the internal storage of your phone and reinstall the latest available software, so creating a backup using Xperia Companion before you start with the repair is advised!

When the software repair has been completed, start up the phone as normal and go through the start up guide and wait with restoring the backup. Do the test for the touch screen again and see if its working as it should, if it is, go ahead and restore the backup!

If the touch screen still isn't working correctly after the software repair has been completed, your device 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 have may regarding local service routines, warranty and so forth.

You mentioned that you have tried to contact Sony support but you haven't received a response from them. Make sure that you are using the correct phone number / email address. You can use the link below (tap on the country and change to the one you are located in) and you will see the contact information for your local support team!

http://support.sonymobile.com/global-en/contactUs/

Let me know how it went!

Re: Touch screen issue after Nougat 7.0 update

HiroSK — Wed, 10 May 2017 06:57:55 GMT

Hello, I can confirm similiar problem on XZ - I have same deadzone on the top after update to 7.1.1.

Re: Touch screen issue after Nougat 7.0 update

Surya8 — Wed, 05 Jul 2017 04:39:17 GMT

Im also having the same issue in my xperia z3+ on 32.3.A.2.33.. Please help

Re: Touch screen issue after Nougat 7.0 update

SqueezeMyLemon1 — Wed, 05 Jul 2017 12:21:48 GMT

Ok so I finally got around to running 'Software repair' from Xperia Companion and can confirm this did not fix the issue. After the repair was finished the Android version was still 7.0.

Re: Touch screen issue after Nougat 7.0 update

Surya8 — Wed, 05 Jul 2017 14:01:09 GMT

So.. What will you suggest to do me if i what to get rid of this problem..??

Re: Touch screen issue after Nougat 7.0 update

Jonas — Tue, 25 Jul 2017 12:59:56 GMT

Hello everyone!

I'm sorry to hear about this and I apologize for the late reply, I have been out of office.

@Surya8, If you have done the troubleshooting that I posted earlier in this thread, I'd recommend that you get in touch with your Local support team so they can arrange a repair for you since the phone will need to be examined at an authorized service centre.

@SqueezeMyLemon, sorry to hear that there was no change.

Please get in touch with your Local support team and they will assist you further with having your phone sent to an authorized service centre.

Keep me posted!