The touchscreen isn’t working properly
There are a number of solutions that you can try if your touchscreen is over-sensitive, acts on its own, is unresponsive or has poor sensitivity.
- The touchscreen’s performance may be affected by dirt, heat or the use of device covers or screen protectors:
If you have applied a screen protector on your device, make sure that it is properly fitted and that there are no air bubbles, dust or moisture under the screen protector.
Remove any protective case or cover from your device to verify it's not interfering with the touchscreen.
Wipe the screen with a clean and dry cloth to make sure that your touchscreen is clean. Make sure that your hands and fingers are clean and dry before using the touchscreen.
If the device gets too hot, the touch functionality may be affected. Let it cool off and then try using the touchscreen again.
- Turn off your device and then turn it back on. By doing this you turn off all running applications and free up memory, which sometimes automatically solves the issue.
- You can force your device to restart or shut down in situations where it stops responding or won't restart normally. No settings or personal data get deleted during a forced restart.
To force the device to shut down
- Detach the cover of the micro SIM card slot.
- Using the tip of a pen or a similar object, press and hold down the OFF button until the device shuts down.
Do not use overly sharp objects that could damage the OFF button.
Make sure that the battery is charged for at least 30 minutes before you turn on the device for the first time.
- Press and hold down the power key until the device vibrates.
- Wait a while for the device to start.
- If you are not wearing gloves, make sure Glove mode is turned off.
To turn off Glove mode
- From your Home screen , tap .
- Find and tap Settings > Display .
- Drag the slider beside Glove mode to the left.
- If the problem occurs when your device is charging, make sure that you are using an original Sony charger and a USB cable specifically intended for charging your device. Other chargers may have a negative impact on the functionality of the touchscreen.
- If there is a memory card in your device, remove it and restart the device. If removing the memory card solves the issue, your SD card may be damaged. In this case you need to get a replacement SD card for your Xperia™ device.
- Use safe mode to check if any downloaded applications are causing the problem. In safe mode, your device only starts with software and applications that were already installed when you purchased your device. If the device’s performance improves in safe mode, it’s likely that one or more of your post-purchase downloaded applications are affecting the device negatively. You can exit safe mode and restart the device to uninstall the application or applications that you suspect are causing the problem. If the problem is recent and you're not sure which application is causing the problem, you can start by uninstalling the most recently downloaded application.
To enable safe mode
- Turn off your device.
- Press and hold down the power key .
- When the Xperia™ logotype appears, release the power key, then press and hold the volume down key until Safe mode appears on the screen.
To exit safe mode, restart the device.
- To open the Application screen menu, drag the left edge of the Application screen to the right.
- Tap UNINSTALL . All uninstallable applications are indicated by .
- Tap the application that you want to uninstall, then tap OK .
- Use the Xperia™ Diagnostics application to carry out a quick test to check the touchscreen functionality. Xperia™ Diagnostics can assess potential hardware or software issues on your Xperia™ device.
To run a specific diagnostic test
- From your Home screen , tap .
- Find and tap Settings > About phone > Diagnostics > Test .
- Select a test from the list.
- Follow the instructions and tap Yes or No to confirm if a feature works.
- Update your device to ensure that you have optimal performance and the latest enhancements. Read more about how to update and find latest software version.
- Use the Xperia™ Companion computer application to perform a software repair to reset your device. Note that all data is deleted from the internal storage of your device when you perform a software repair. Content that you have saved on an external SD card, such as photos, videos and music, is not deleted.
To back up your data using a computer
- Connect your device to the computer using a USB cable.
- Computer: Open the Xperia™ Companion software. After a few moments, the computer detects your device.
- Select Backup on the main screen.
- Follow the on-screen instructions to back up data from your device.
- Open the Xperia™ Companion software on the computer and press Software repair on the main screen.
- Follow the instructions that appear on the screen to reinstall the software and complete the repair.
- Check to see if the screen has been physically damaged in any way. If any damage has occurred, contact us.