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, be sure that it is properly fitted and that there are no air bubbles, and that there is no 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 be sure that your touchscreen is clean. Be 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 down 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 Shutdown
- Press and hold down the power key and the volume up key at the same time for 6 seconds.
- 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.
- 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, be sure that Glove mode is turned off.
To turn off Glove mode
- Find and tap Settings > Display > Glove mode .
- Tap the slider to disable Glove mode .
- If the problem occurs when your device is charging, be 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
- While the device is turned on, press and hold down the power key.
- In the dialog that appears, touch and hold Power off until the device starts to shut down.
- Wait for the device to restart in Safe mode .
To exit safe mode, restart the device.
Only downloaded apps can be fully uninstalled.
- Touch and hold the app icon until the device vibrates.
- In the menu that opens, 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 diagnostic test
- Find and tap Settings > System > About phone > Diagnostics .
- Swipe to the TEST tab and select a test from the list.
- Follow the instructions and tap YES or NO to confirm if the feature works.
- Tap Done .
- 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, like photos, videos, and music, is not deleted.
To back up your data using a computer
- Be sure that Xperia™ Companion is installed on your PC or Mac®.
- Connect your device to the computer using a USB cable.
- Computer: Open the Xperia™ Companion software if it is not automatically launched. After a few moments, the computer detects your device.
- Make sure that the USB connection mode on your Xperia™ device is set to Transfer files .
- Select Backup on the Xperia™ Companion main screen and follow the on-screen instructions.
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.
- Make sure you know your Google™ account username and password. Depending on your security settings, you may need to enter them in order to restart the device after a software repair
- Make sure Xperia™ Companion is installed on your PC or Mac®.
- Open the Xperia™ Companion software on the computer, but do not connect your Xperia™ device until you're told to do so in the five-step instruction in the Xperia™ Companion window.
- Select Software repair on the computer screen.
- 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.