Touch screen troubleshooting: Android

Understanding the Issue

Use this document to troubleshoot problems with the touch screen not responding, delayed response, or incorrect response.

 

Possible causes

 

  • Dust or accessory preventing the touch screen from responding properly
  • Hands are dirty or wet
  • Third-party application problem
  • Device known issue
  • Physical damage

 

 

Resolution Steps

Probing Questions
  • What happens when you touch the screen?
  • Are other buttons responding?
  • Are you wearing gloves? If so, remove them.
  • Are your hands wet or dirty? If so, please wash and dry them.
  • Does the phone play a start-up sound or vibrate when you press the power button to turn the phone on?
  • Does the phone talk to you but does not respond to your touches on the screen?

 

Resolution Steps
  1. Press the Power button to see how quickly the screen turns on.

    Note: If it does not turn on instantly, go to:
  2. Clean the screen with a dry cloth, removing any dirt or oils. Screen should feel smooth.
  3. Remove all recently added accessories, such as: screen protectors, cases, etc.
  4. Check the device troubleshooting documents for anything related to the screen. If there is a doc, follow those steps.
  5. Check for liquid damage or mage Indicator (LDI) or physical damage (cracks, scratches, nicks).
    • Note: if there are any signs of physical or liquid damage, call the manufacturer for replacement.
  6. Turn the device on again.
  7. Test the screen.
  8. If the problem continues, select the appropriate symptom:

 

Delayed response

A delayed response is a response taking more than 3 seconds consistently. Delays under 3 seconds are considered normal, so do not troubleshoot them.

 

  1. If problems happen while the device is synchronizing or accessing data, such as email or the web, this is normal.
  2. If problems happen when running multiple apps, quit unused apps or restart the device.
  3. If problems happen using specific apps:
    1. Clear the app cache and data. See your device > How tos > Apps > Clear & uninstall app.
    2. Test the screen.
    3. If problems continue, uninstall the apps (if not preloaded).
  4. Check available memory using how to's.
  5. If memory is low, manage memory (RAM).
  6. Test the screen.
  7. If problems continue, wipe the cache partition.
  8. Test the screen.
  9. If the problem continues, perform a master reset with hardware keys.
  10. Test the screen.
  11. If the issue continues, contact us.

 

Entire screen unresponsive
  1. If problems happen while  using a stylus or finger nail, the capacitive touch screen cannot see that touch. Use the pad of your finger tip.
  2. For Android 4.0 or later, try to drag the Notification bar down from the top of the screen.

    Note: If you can do this, the screen is only be unresponsive in sections. Go to the Part of screen unresponsive section below.

  3. If problems happen using specific apps (but not in device menus):
    1. Clear the app cache and data. See your device > How tos > Apps > Clear & uninstall app.
    2. Test the screen.
    3. If problems continue, uninstall the apps (if not preloaded).
  4. Start the device in Safe mode.  See how to guides > Settings > Safe mode.
  5. Test the screen.
  6. If the screen works in Safe mode, uninstall third-party apps.
  7. Test the screen.
  8. If problems continue, wipe the cache partition.
  9. Test the screen.
  10. If the problem continues, perform a master reset with hardware keys.
  11. Test the screen.
  12. If the problem continues, contact us.

 

Inaccurate response
  1. If problems happen while  using a stylus or finger nail, the capacitive touch screen cannot see that touch. Use the pad of your finger tip.
  2. If problems happen on the edge or corners of the screen, this is normal.

    Note: Some manufacturers decrease the accuracy and sensitivity in corners to prevent unintentional touches caused while holding the phone. You can stop troubleshooting.

  3. If you are using a third-party keyboard application, uninstall the app.
  4. If problems happen using specific apps:
    1. Clear the app cache and data. See your device > How tos > Apps > Clear & uninstall app.
    2. Test the screen.
    3. If problems continue, uninstall the apps (if not preloaded).
  5. If available, use the how to's to adjust the touch screen speed and sensitivity.
  6. Check available memory using how to's.
  7. If memory is low, manage memory (RAM).
  8. Test the screen.
  9. If problems continue, wipe the cache partition.
  10. Test the screen.
  11. If the problem continues, perform a master reset with hardware keys.
  12. Test the screen.
  13. If the issue continues, contact us.

 

Part of screen unresponsive (dead spots)
  1. If problems happen on the edge or corners of the screen, this is normal.

    Note: Some manufacturers decrease the accuracy and sensitivity in corners to prevent unintentional touches caused while holding the phone. You can stop troubleshooting.

  2. Rotate the phone so it changes to landscape orientation. Test the dead spot.
    • If the dead spot stays in the same location on teh physical screen, then perform a master reset wit hardware keys.
    • If the dead spot moves as the graphics on screen move, then the issue is software. Continue troubleshooting.
  3. If problems happen using specific apps:
    1. Clear the app cache and data. See your device > How tos > Apps > Clear & uninstall app.
    2. Test the screen.
    3. If problems continue, uninstall the apps (if not preloaded).
  4. Check available memory using how to's.
  5. If memory is low, manage memory (RAM).
  6. Test the screen.
  7. If problems continue, wipe the cache partition.
  8. Test the screen.
  9. If the problem continues, perform a master reset with hardware keys.
  10. Test the screen.
  11. If the issue continues, contact us.

 

Orientation issue (Cannot change to landscape, etc)
  1. Check device settings to see if the feature is turned on or off.

    Note: Setting may be at Settings, Display, Auto-rotate screen, but varies by device. Check the user manual.

  2. If problems happen using specific apps:
    1. Clear the app cache and data. See your device > How tos > Apps > Clear & uninstall app.
    2. Test the screen.
    3. If problems continue, uninstall the apps (if not preloaded).
  3. Test the screen.
  4. If problems continue, wipe the cache partition.
  5. Test the screen.
  6. If the problem continues, perform a master reset with hardware keys.
  7. Test the screen.
  8. If the issue continues, contact us.

 

 

DOC-49860