topic Re: Back and home buttons not responding in XZ Series

Back and home buttons not responding

Cfm — Mon, 14 Jan 2019 18:30:05 GMT

After unlocking my phone, the back and home buttons do not work at all but the rest of the screen is responsive. What can i do to fix it. I have tried restarting multiple times and this did not solve it.

Before unlocking my phone that section of the screen is responsive but afyerwards not, so i think it is not a touch screen issue.

Re: Back and home buttons not responding

Damir2 — Tue, 15 Jan 2019 18:26:20 GMT

~~У меня тоже самое . Вам удалось исправить?~~

I have the same . Did you manage to fix it?

Re: Back and home buttons not responding

Asche — Fri, 18 Jan 2019 02:57:05 GMT

Are you using a theme? Try to use the default Sony theme and see if that affects the navigation or not.

Re: Back and home buttons not responding

Jonas — Fri, 18 Jan 2019 09:06:08 GMT

Hello everyone, sorry to hear about this.

@Cfm, could you try and do the touch screen test that is available in the service menu of the device and see if it works at these specific places on the display? You can find the test if you open up the Phone application and type in *#*#7378423#*#* > Service tests > Touch > Free drawing test.

@Damir2, Your question has been translated to English as this is an Internal forum.

Do the same test as I recommended @Damir2 to do and report back how it works in this test.

Let me know how it goes!

Re: Back and home buttons not responding

Cfm — Mon, 21 Jan 2019 14:58:09 GMT

Thanks for your reply.

The free drawing test works for all parts of the screen except the home/back button bar.

I also tried the blue button test and even the numbers on the bottom work but the home/back buttons do not.

I also tried changing themes but this solves nothing either.

Re: Back and home buttons not responding

Cfm — Tue, 22 Jan 2019 13:56:31 GMT

Thanks for your reply.

The free drawing test works for all parts of the screen except the home/back button bar.

I also tried the blue button test and even the numbers on the bottom work but the home/back buttons do not.

I also tried changing themes but this solves nothing either.

Re: Back and home buttons not responding

Jonas — Wed, 23 Jan 2019 11:45:54 GMT

Hi @Cfm, thanks for the update!

In this case, I would recommend that you perform a software repair using Xperia Companion. This will reinstall the latest available software version in your device and will tell us if this is caused by the software in the device, or if this is a hardware defect.

As always when resetting the device, it's important that you create a backup and you do that with the same program.

If there is no change and the back and home buttons are still not working after the software repair has been completed, get in touch with your Local support team and they will arrange a repair for you.

Feel free to keep me posted!