topic Re: Z3 Compact frozen Screen in Z Series

Z3 Compact frozen Screen

johnthewheels — Thu, 13 Jul 2017 12:29:40 GMT

Screen froze a couple of months ago and i was advised by Sony to do a software repair. Also on their advice i bought a mouse to connect to the phone so i could access it until it was fixed. I cannot do a repair because of the MTP not being active. When i connect to PC it says touch screen to select MTP, no can do because screen doesnt work and if i unplug PC to use the mouse in the phone the screen goes blank. Feel like im stuck in a never ending boolean loop. HELP!!. Phone is still under warranty but because the glass on the back is crazed they wont touch it. Been using a cheap Samsung but want my Z3 back.

Re: Z3 Compact frozen Screen

ChloeS — Mon, 17 Jul 2017 02:59:59 GMT

Hi @johnthewheels

Welcome to the community!

If you are attempting a software repair using Xperia Companion you will not need to change the phone to MTP mode to complete a software repair as the phone would need to be turned off and connected a specific way for this.

Can you clarify it is definitely a software repair you are needing to do via your PC?

Let me know

Re: Z3 Compact frozen Screen

johnthewheels — Mon, 17 Jul 2017 08:04:06 GMT

Thanks for response. I was told by Sony support that I needed to do a software repair using companion. Assumed this meant connect to pc and click repair which is what gives me the map messages.

Re: Z3 Compact frozen Screen

ChloeS — Tue, 18 Jul 2017 00:15:50 GMT

Hi @johnthewheels

Thanks for clarifying that

When you are attempting a software repair, your phone will need to be off first of all. Turn it off but do not connect it to the computer.

Select Software Repair and follow the steps with your handset turned off until you are presented with a screen with 5 steps on how to connect your handset to the computer.

When doing this, as the phone is off you won't be required to use the screen of the device or change any settings on the phone.

Let me know how you get on

Re: Z3 Compact frozen Screen

johnthewheels — Fri, 21 Jul 2017 13:00:32 GMT

Thanks again for the advice I have now managed a software repair but unfortunately it has not resolved my problem of a non reactive screen as Sony said it would. Still stuck with a busted phone that is under warranty but can't be fixed!!!:(

Re: Z3 Compact frozen Screen

ChloeS — Mon, 24 Jul 2017 00:10:26 GMT

Hi @johnthewheels

Sorry to hear that Have you contacted Local support since performing the software repair?

Generally the next step from here would be having a service centre assess and repair the handset. But have a chat to local support.

Good luck