Touchscreen

    If you're experiencing issues with the touchscreen on your device, follow these steps to troubleshoot the issue:

     

    1. Make sure that the device's screen is clean and clear of foreign materials, and remove any accessories such as screen protectors or cases.
    2. Turn the device off and remove the device's battery.
    3. Make sure that the device screen does not show any physical damage.
    4. Reinsert the battery and turn the device back on.
    5. If the issue persists, follow the steps for the device's specific problem:

      • Delayed response

        A delayed response is considered a significant lag of more than 3 seconds consistently. Delays under 3 seconds may results from device or software design limitations and are considered normal behavior.

        1. Make sure that the delay does not occur while the device is synchronizing or accessing data, such as e-mail or the web. If so, wait for the task to complete as this may cause a delayed response.
        2. Check that the device is not running mulitple applications when the delay occurs. If so,  quit unused apps or turn the device off and then back on.
        3. Determine if the delay occurs when using certain applicaions. If so, uninstall the app(s) and test the device.
          Note: For Android devices, try clearing the data, cache, and force stopping the affected app by going to Settings, Applications, Manage Applications.
        4. Make sure that the device has sufficient storage memory available. If memory is low, delete messages, pictures, video, unused apps or move content to the memory card to increase the available memory. Refer to the device's user manual for instructions.
        5. If the issue persists, please contact T-Mobile and reference document 6342.

      • Entire screen is unresponsive

        1. Determine if the issue occurs only when using a stylus or finger nail. If so, you are using a capacitive touch screen and must use the pad of your finger tip for the touch recognition to work.
        2. Check to see if any dedicated hardware keys are responsive, such as the menu button, talk button, or power button. If the hardware keys are also unresponsive, then this issue is impacting the entire device. Refer to The specified item was not found..
        3. Determine if the delay occurs when using certain applicaions. If so, uninstall the app(s) and test the device.
          Note: For Android devices, try clearing the data, cache, and force stopping the affected app by going to Settings, Applications, Manage Applications.
        4. Make sure that the device has sufficient storage memory available. If memory is low, delete messages, pictures, video, unused apps or move content to the memory card to increase the available memory. Refer to the device's user manual for instructions.
        5. If the issue persists, please contact T-Mobile and reference document 6342.