Section of touch screen not working after update.

[seank]

Today my Xperia Z3 compact automatically updated versions of Video, Support, Info-eye, and What's new. Immediately following this update I realised that when I was attempting to type, the 's' and 'z' keys weren't working. After restarting the phone and having no change, I searched google and realised I could type *#*#SERVICE#*#* and see what the touch screen was doing.

As it turns out, it's no longer responsive over a strip running vertically of a width of about 20% of the screen. I have screenshots attached which show this to be the case. I'm inclined to think it's fixable based on one of the screen shots where some activity was recorded in the 'dead zone' when I swiped harder and quicker, but this doesn't translate to real world use.

Needless to say this is extremely inconvenient and makes the phone considerably less usable.

There is no physical damage, not even hairline cracks, and this change occured right after the update. Track ID did not update at that time, but then updated later on when I manually let it when searching my phone for answers.

I also can't find a way to roll back the updates. Does anyone know if this is possible?

Please help! 

Thanks

[YoGem]

Video and Info-eye cannot change display settings but if. I not wrong support can control the display, can you try to reboot in safe mode and try if the screen is responsive?

If it works... Reboot regularly and try disabling the Xperia Support app.. Will that fix the issue?

Note: your photos are still in moderation and cannot see them.

[CameronT]

Hi @seank,

Welcome to the community. I have approved the images. 

I am sorry that you're having issues with your touch screen. 

It is not possible to roll back the updates on these applications as far as I can tell. Please do try @YoGem's suggestions as it may be a conflict with a third party app somewhere.

If you're still not having much luck please do a software repair on your device. 

[YoGem]

Mmm.. After seeing the pictures, although the strip is almost aligned with the back button, I seriously doubt that the issue is related to a software update, try safe mode just a fail safe but I am almost sure that the issue will persist.

[seank]

Thanks for the responses. I don't understand what the significance of it almost aligning with the back button is? The back button still works btw (though probably the right side side of the back button). Safe mode makes no difference, nor does restarting etc. I personally can't see how it's not related to the software update given it literally started as soon as those apps updated and the phone was sitting on a table at the time. 

[seank]

Cheers mate.

I doubt it has anything to do with third party apps as I hadn't installed any new ones in a long time and the problem occured directly after the sony update. I tried to contact the support team but the contact page was not working to properly submit a query, and I tried to do this on multiple different devices/browsers, so had to post here instead. I'll check if I can submit a query now.

I haven't yet tried the software repair. Is it possible to do without a computer??? I ask because at the moment I'm traveling and won't be home for another 3 months (making this issue with the touch screen all the more annoying). I also don't know whether I'd contact the support from my home in Australia, or my current location in Colombia. Either way I don't have an opportunity to get it repaired at a store.

[Gibi]

Hi,

   I'm having the EXACT same problem.  I cannot say with precision when the problem started manifesting itself, but it was within the past few weeks.  The problem manisfests itself when trying to type the "s", "w" and "z" keys on the Xperia Keyboard (btw, I tried installing other keyboards.  The result is the same).  Instead of displaying the desired letter, the system displays the adjacent keys (for example, touching the "s" key will result in either an "a", "d" or "ad" to be displayed.  On rare occasions, I'm able to get it to display an "s").  The location of these keyboard keys, when in portrait mode,  is exactly in the "dead column" reported at the begining of this thread.  Here's an image of the result of the Service touch screen test on my phone.  There's definitely something funny going on...

[Gibi]

Let me add, I have tried rebooting in safe mode but the problem persists.  Curious to know if others are having the same problem..

[Gibi]

...from my perspective, phone is pretty much unusable in its current form...so as a last ditch effort, I decided to reset the phone to factory settings (using the Software Repair procedure found in the Xpedia Companion software).  The problem persists.  It is unclear to me if the procedure resets ALL firmware code as well (maybe one of the experts on this board has some insight on this. If the procedure does not reset everything, it could be that the problem was caused by one of the recent system updates (as hinted by the other user that is having the same problem as me)).  At any rate, as the phone is out of warranty (because I use the phone for business and it was deducted as a business expense, the warranty on the phone is only good for one year (I live in one of the EU states), guess I'll be shopping for a new phone...bummer!

[Dimis87]

I also have the exact same problem since that update 3 weeks ago.

I had a similar Problem a few months back also after some update but after 1-2 weeks the problem was gone for the bigger part.

Now since that update 3 weeks ago my s key didn't work and I realised that the entire left side of the display doesnt work anymore. After 2-3 days the entire right side and also a point as big as a thumb in the middle also stopped working.

Sent my Phone to sony for repair, they got it on september 22nd.