Article ID : 00237318 / Last Modified : 03/16/2020

The touchscreen isn't working properly

    There are a number of solutions that you can try if your touchscreen is oversensitive, 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 

     

     To turn on your device

     

    • If your device supports Glove mode, make sure that the feature is turned off when you're not wearing gloves.

     To turn off Glove mode 

     

    • 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 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 

     

     To uninstall an application from the Application screen (Android 10) 

     

     To uninstall an application from the Application screen (Android 9/Android 8) 

     

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

    To carry out a test using the support 

     

    • Update your device to ensure that you have optimal performance and the latest enhancements.
    • It is recommended to back up and synchronize your important data with a Google account.
    • 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 

     

     To back up and synchronize apps, phone settings, and call history 

     

     To repair the device software using Xperia Companion 

     

    •  Check to see if the screen has been physically damaged in any way.