Screen problems on a device

    Troubleshoot problems with the screen being blank, not responding, flashing, flicking, or has a dead pixel.

     

    Sometimes, a screen issue can be mistaken for a problem with a device freezing or crashing, or a problem with the device powering on or charging:

     

    If you need help performing any step, check the how-to guides for your device on the Devices page.

     

    To fix screen issues:

    1. Make sure of the following:
      • Your screen isn't cracked or damaged. If it is, contact us.
      • Your device is on the latest software version.
      • Your screen is clean from dirt or oil. The screen should feel smooth.
      • You're not using any accessories such as screen protectors or cases. If you are, remove them and retest the issue.
      • You're using your fingertip. If you're using a stylus or finger nail, the touch screen won't see that touch.
      • You've removed your SD card. If the problem only happens when your SD card is inserted, then the root cause of the issue is the SD card and you'll likely need a new one.
    2. Check the liquid damage indicator (LDI). If your device has liquid damage, contact us.
    3. Check if this problem happens when using multiple apps or a specific app:
      • If this problem happens when running multiple apps, this means your device is low on memory. You'll continue to experience this issue if you're running too many apps at the same time.
      • If this problem happens when running a specific app, uninstall that app and retest the issue.
    4. Check if the screen problem is a dead spot. Rotate your screen from portrait to landscape, or vertical to horizontal.
      • If the dead spot moves between both orientations, then you should reset your device to fix this problem.
      • If the dead spot stays in the same physical location, contact us.
    5. If you're able, reset the device. If you're using an Android device, do a wipe cache partition before doing the reset. After, retest the issue.
    6. If the above steps haven't resolved the issue, contact us for additional support.