topic Re: Touch screen freezes. Unfreeze when I lock and unlock the phone. in XZ Series

Touch screen freezes. Unfreeze when I lock and unlock the phone.

christianlv — Mon, 16 Sep 2019 21:22:54 GMT

Safe mode did not fix this issue.

Re: Touch screen freezes. Unfreeze when I lock and unlock the phone.

Martin1 — Tue, 17 Sep 2019 13:14:04 GMT

Hi @christianlv, let me see if I can help out here!

So just to clarify, the freezes that you mentioned also happen while the phone was in Safe mode? In that case my suggestion is to repair the software on the phone, as there is no setting for this. Keep in mind though that a software repair will erase all user data from the phone, so make sure to do a backup before the repair.

Feel free to keep me posted with the results!

Re: Touch screen freezes. Unfreeze when I lock and unlock the phone.

christianlv — Tue, 17 Sep 2019 17:38:57 GMT

Thank you for the quick reply. I had my fingers crossed hoping to avoid a reset, but I see that it is the logical option now. I will get back to you with the result.

Re: Touch screen freezes. Unfreeze when I lock and unlock the phone.

Martin1 — Wed, 18 Sep 2019 07:05:41 GMT

Thank you @christianlv for the quick reply!

Quite understandable, but i hope that you will manage to sort it out in the end. Keep me posted and let me know if you have any further questions!

Re: Touch screen freezes. Unfreeze when I lock and unlock the phone.

LineArc39 — Sat, 21 Sep 2019 08:57:42 GMT

I had the same problem. My display was cracked but working just fine so I thought may be it is because of the broken display. Ordered a new display. After installing the new display now the display is black. Neither the new one nor the old one is working. Touch is working just fine and I can also receive calls.

Any help will be appreciated.

Re: Touch screen freezes. Unfreeze when I lock and unlock the phone.

Dxue — Sat, 21 Sep 2019 18:23:30 GMT

Any luck with the reset? I have this problem too, can't remember since which update it started. Either the last one or the one from august. Running latest firmware from the netherlands.

It has actually become worse and it almost seems i can reproduce it to freeze up. Usually when i touch the screen somewhere near the rounded sides.

Re: Touch screen freezes. Unfreeze when I lock and unlock the phone.

Martin1 — Mon, 23 Sep 2019 06:49:19 GMT

Hi @LineArc39, sorry to hear that you are also affected by this.

Since you mention that your display is black after a change of display, I would suggest that you get in contact with your local support team in order to have have the phone examined by an authorized service technician.

In your case @Dxue, it might be a good idea to repair the software in order to see if the behaviour you are experiencing is software related.

Re: Touch screen freezes. Unfreeze when I lock and unlock the phone.

LineArc39 — Mon, 23 Sep 2019 10:29:55 GMT

Mine started this problem after the most recent update.

Re: Touch screen freezes. Unfreeze when I lock and unlock the phone.

LineArc39 — Mon, 23 Sep 2019 10:35:33 GMT

Don't have any authorised dealer or service provider in my country (Pakistan).

Not sure what to do about it in my scenario.

Re: Touch screen freezes. Unfreeze when I lock and unlock the phone.

Martin1 — Mon, 23 Sep 2019 11:24:06 GMT

Sorry to hear about that, @LineArc39.

However, your local support team should be able to arrange for your phone to be sent to an authorized service center if you contact them. Simply follow the link below and select your county/region in the dropdown menu.

https://support.sonymobile.com/global-en/contactUs/

Re: Touch screen freezes. Unfreeze when I lock and unlock the phone.

Jcozine — Mon, 07 Oct 2019 04:38:09 GMT

I'm having the exact same issue, screen freezes randomly and only a lock unlock cycle fixes it. Christianlv, did you have any luck with a reset?

Re: Touch screen freezes. Unfreeze when I lock and unlock the phone.

il_drate — Tue, 26 Nov 2019 12:21:22 GMT

Same problem here. Could be related to the newest updates?

Re: Touch screen freezes. Unfreeze when I lock and unlock the phone.

Martin1 — Tue, 26 Nov 2019 13:44:26 GMT

Hi @il_drate, sorry to hear that you are affected by this as well.

Have you tried any of the troubleshooting mentioned earlier in the thread such as safe mode or a software repair in order to see if they improve the functionality of the phone?

Please return with this information and I will do my best to assist you!

Re: Touch screen freezes. Unfreeze when I lock and unlock the phone.

MattoD — Thu, 12 Dec 2019 21:05:23 GMT

Xz1 here doing the same. Also if i pause and wait 5 seconds it lets me carry on. Very annoying.

Re: Touch screen freezes. Unfreeze when I lock and unlock the phone.

ajcsss — Sun, 26 Jan 2020 21:45:42 GMT

I have the same problem since the last software update. I'm sure it was not there before.

It is clearly related with the software update and it is not a hardware malfunction.

I'm sorry to say that the last software update added a number of problems besides this one. I'm very disapointed and hope this will be fixed soon, since it is not possible to go back to a previous software version.

Re: Touch screen freezes. Unfreeze when I lock and unlock the phone.

Jcozine — Sun, 26 Jan 2020 22:10:49 GMT

I wonder if it has to do with the Glove Mode they introduced recently.