Why isn't the touchscreen working properly? (Android 11 or higher)

IMPORTANT: This article applies only to specific products and/or operating systems. Check Applicable Products and Categories for details.

Valid for

• Android™ 11 or higher

If you experience touchscreen performance that is poor or slow, follow these instructions to resolve the issue. After each step, check to see if the issue is resolved before continuing.

• A temporary transparent protection film covers the screen when you first buy your Xperia® device. Make sure you have removed this transparent protection film. The touchscreen will not respond correctly if the film has not been removed. You should replace the temporary protection film with a screen protection film designed for your Xperia model.
• Check the touchscreen performance by using Tests in the Support app.
  1. Find and tap Settings → Support . If this is the first time you start Support, tap ACCEPT to accept the privacy policy.
  2. On the Xperia Tests tab, scroll down, tap Touchscreen, and follow the on-screen instructions.
  3. On the Xperia Tests tab, scroll down and tap Display, then follow the on-screen instructions.
• The Talkback function might be Enabled to resolve follow these steps:
  • Find and tap Settings → Accessibility →Talkback.
• Wipe the screen with a clean and dry cloth to make sure that your display is clean. Make sure your hands and fingers are clean and dry before using the touchscreen.
• If you have applied a screen protection film, make sure it's specifically intended for your Xperia model, that the screen protection film is fitted correctly, and that there are no air bubbles, dust, or moisture under the film.
• Remove any protective case or cover to verify it's not interfering with the touchscreen.
• Restart/Force restart your device.
• Disable Magnification gestures in the Accessibility settings menu. If the Magnification gesture is enabled by mistake, the touch may be slowed down as designed.
  1. Find and tap Settings → Accessibility → Magnification.
  2. Tap the option you want to disable, then tap the switch beside Use service to turn the feature off.
• If you're using the touchscreen while charging, use an original charger and USB cable intended explicitly for charging your device. Other chargers may have a negative impact on the touch functionality of the screen.
• If there's a memory card in your device, remove it and restart it. If removing the memory card solves the issue, your SD™ card may be damaged. If so, you must get a replacement SD™ card for your Xperia device.
• Use Safe mode to check if any downloaded applications are causing the problem. If the device's performance improves in Safe mode, one or more of your post-purchase downloaded applications are likely affecting the device negatively. You can exit Safe mode and restart the device to uninstall the application or applications you suspect are causing the problem. If the problem is recent and you need help determining which application is causing the problem, start by uninstalling the most recently downloaded application.
• Update your Xperia device to a new software version using the Xperia Companion or the Software Update feature in the Settings menu (wireless update).
• Perform a factory data reset or perform a software repair using the Xperia Companion.
  
  Note: If possible, back up all personal data before performing a factory data reset or software repair. All data in the internal memory is overwritten during a factory data reset or software repair. Content on an external SD card is kept.
• Contact your retailer or a repair servicer.
  
  Note: Before sending the phone for service, back up all your data to avoid possible loss. Data on the device gets deleted when examined. Remember to bring proper documentation, for example, proof of purchase and warranty card. The documentation required may vary depending on the market, country, or region. If possible, deactivate Protection by my Xperia and remove the Google™ accounts on your device to prevent Protection by my Xperia or Google Device Protection from locking your device.