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    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 restart or shut down

      1. Press and hold down the power key and the volume up key at the same time for 6 seconds.
      2. Your device vibrates once. Depending on whether you wish to force the device to restart or shut down, proceed as follows.
        • If you wish to force restart the device: Release the keys at this point. The device restarts.
        • If you wish to force shut down the device: Continue pressing the keys. After a few more seconds, the device vibrates three times and turns off.

      To turn on the device

      1. Press and hold down the power key until the device vibrates.
      2. Wait a moment for the device to start.

    • 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

      1. While the device is turned on, press and hold down the power key.
      2. In the dialog that appears, touch and hold Power off , then tap OK .
      3. Wait for the device to restart in Safe mode .

      To exit Safe mode , restart the device.

      To uninstall an application from the Application screen

      Only downloaded apps can be fully uninstalled.

      1. Touch and hold the app icon until the device vibrates.
      2. In the menu that opens, tap > OK .

    • Carry out a quick test to assess the touchscreen functionality on your Xperia™ device.

      To carry out a test

      1. Find and tap Settings > Support .
      2. Select the Tests tab, then select a test from the list.
      3. Follow the instructions to carry out the test, then tap the check mark icon or the notification icon depending on whether you passed the test or not.

    • 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

      1. Make sure that Xperia™ Companion is installed on your PC or Mac ®.
      2. Connect your device to the computer using a USB Type-C™ cable.
      3. Computer : Open the Xperia™ Companion software if it is not automatically launched. After a few moments, the computer detects your device.
      4. Select Backup on the main screen.
      5. Follow the on-screen instructions to back up data from your device.

      To repair the device software using Xperia™ Companion

      If possible, you should always back up all personal data before performing a software repair. All data in the internal memory is overwritten during a software repair. Content on an external SD card is kept.

      1. Make sure that Xperia™ Companion is installed on your PC or Mac ®.
      2. Open the Xperia™ Companion software on the computer, but do not connect your Xperia™ device until you're told to in the five-step instruction in the Xperia™ Companion window.
      3. Select Software repair on the computer screen.
      4. Follow the on-screen instructions 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.

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    Find your product
    FindCreated with Sketch.
    On your Xperia™ device, go to Settings > About phone/tablet > Model number
    FindCreated with Sketch.
    On your Xperia™ device, go to Settings > About phone/tablet > Model number