topic Re: Broken screen, need to hard reset but can't use screen in Z Series

Broken screen, need to hard reset but can't use screen

Timtamman — Thu, 04 May 2017 10:27:55 GMT

Hi there,

I have just cracked the screen on my z5 and the top half doesnt respond to touch anymore.

I have a replacement under insurance and am up and running with the new one but I cannot find a way to do a hard reset to remove all of my data before i send it back to telstra for refurbishment.

I want to keep my data private as you can understand and would just like to know if there is a way to do a factory hard reset from the physical buttons only as I cant turn the phone off, or reset it from the screen. I can only use the bottom part of the screen below the restart window...

I have tried to connect to my macbook to use the sony xperia software but I still cant get in unless I unlock the phone, which I can't do either.. Very frustating.

If anyone can shed some light on a way to do a reset would be greatly appreciated.

Thanks!

Re: Broken screen, need to hard reset but can't use screen

Qatrium — Thu, 04 May 2017 10:30:42 GMT

Hello @Timtamman

I'm sorry about your phone, my suggestion is to get a USB OTG cable and connect a USB mouse to it, this way you can use the mouse cursor on your mobile screen to unlock it and perform the factory reset.

Re: Broken screen, need to hard reset but can't use screen

Jonas — Thu, 04 May 2017 11:18:08 GMT

Hi @Timtamman, sorry to hear about your phone.

As @Quester mentioned, you can with the help of a OTG adapter and a wired mouse navigate the screen when the touch isn't working.

I have written a guide here at our forum on this works and you can find it on the link below:

/t5/FAQ/How-to-perform-a-backup-transfer-data-when-the-touch-screen-isn/m-p/1212631

With the help of this guide you can create a backup of the data in your "old" Z5 and restore it to your new one so you don't have to start over from scratch.

If you just want to reset your phone without the help of a OTG adapter you can perform a software repair using Xperia Companion. Just make sure that the phone is powered off when you start with the software repair! To turn off your phone, hold the power button and volume up for 10 seconds.

If you have a OTG adapter and a wired mouse available, you can reset the phone if you to go Settings > Backup & reset > Factory data reset.

Let me know if that helps!

Re: Broken screen, need to hard reset but can't use screen

Hobyar — Wed, 11 Apr 2018 01:53:48 GMT

I have no access to my screen and need to reset all data before sending it back. How do I do this please? There must be a combination of buttons I can press.

Re: Broken screen, need to hard reset but can't use screen

Hobyar — Wed, 11 Apr 2018 01:58:24 GMT

Never mind, I followed instructions to turn phone off by holding "power" & "vol/up" The screen came back when I turned it back on.

Re: Broken screen, need to hard reset but can't use screen

Jonas — Thu, 19 Apr 2018 14:12:03 GMT

Hi @Hobyar, I apologize for the late reply!

Do I understand correctly that your device is working normally now again?

To answer your question, there is no button combination to reset your device back to factory settings, you can however perform a software repair using Xperia Companion if you are not able to access the screen of the device as this repair can be done even if the device is powered off. This will completely wipe the internal storage of your device and reinstall the latest available update.

Re: Broken screen, need to hard reset but can't use screen

Hobyar — Fri, 20 Apr 2018 05:42:46 GMT

Hey Jonas,

Yes, I'm all good now. I'll remember Companion for next time.

For some feed back. I wish I could lock the screen so my apps don't get moved around when I don't want them to.

Thanks, James

Re: Broken screen, need to hard reset but can't use screen

Stephiee — Sat, 21 Apr 2018 20:27:50 GMT

What....? Did you just hold the 2 buttons, and your screen became responsive again ?

I have the same problem now

Re: Broken screen, need to hard reset but can't use screen

Jonas — Thu, 26 Apr 2018 13:34:43 GMT

Hi @Hobyar, I'm glad to hear that everything is working now!

Regarding the icons, do you mean that you want to lock the icons in place on the home screen so you can't press and hold down on them to move them by accident and then turn the lock off in case you need to rearrange them?

I will gladly forward that feedback internally, however I just want to make sure that I fully understand what you mean!

@Stephiee, sorry to hear that you are experiencing the same behaviour.

In @Hobyar case, it does sound like the device was hanged and it was resolved by forcing a restart (power button + volume down button for 10 seconds, or use the OFF-button in the SD card slot).

Have you tried doing that? If you haven't done that, please try and report back!

Re: Broken screen, need to hard reset but can't use screen

Hobyar — Thu, 26 Apr 2018 21:17:38 GMT

That is correct Jonas. Sometimes the icons & widgets move or are deleted by accident. I'm sure other phones I had had a lock function to prevent this happening. Thanks

Re: Broken screen, need to hard reset but can't use screen

Stephiee — Fri, 04 May 2018 11:45:52 GMT

Hi @Jonas

Mine is not hanging. The screen is just not working. With the crack, it is as if the outer screen does not "touch" the inner screen. Would I need to replace the whole screen (inner and outer screen)? Not sure how it works... Its really expensive to replace. I would rather opt for a cheaper samsung then...

Re: Broken screen, need to hard reset but can't use screen

Jonas — Wed, 09 May 2018 10:42:27 GMT

Hi again @Hobyar, sorry for the late reply.

Thank you for clarifying that!

There is no such option in Xperia Home, but I will make sure to forward your feedback internally and if you are looking for a launcher that have this feature, you can always have a look in the Google Play store and see if you can find one that suits you. It should be enough if you search for "Launcher".

Thanks again for the feedback!

@Stephiee, Oh I see, sorry to hear about what has happened.

Before the device has been examined at an authorized service centre it's hard to say exactly what needs to be changed and since the cost varies between markets/regions it's hard for me to give you an estimated cost for the repair, but you can always get in touch with your Local support team and see if they are able to do that for you. They can also help you with creating a service order, or inform you of the closest repair centre in your area.

If you can still see something on the screen and you want to create a backup, or transfer the data to a new device, please take a look at the link below.

/t5/FAQ/How-to-perform-a-backup-transfer-data-when-the-touch-screen-isn/m-p/1212631

I hope that helps!

Re: Broken screen, need to hard reset but can't use screen

T551 — Tue, 04 Feb 2020 15:27:58 GMT

Hi wonder if you can help me, I have no access to my screen at all it's shattered into tiny pieces but internally everything is working, I need to send it back to place where I bought it but need to factory reset it, is there any possible way this can be done .

Re: Broken screen, need to hard reset but can't use screen

Jonas — Mon, 17 Feb 2020 09:52:37 GMT

Hi @T551, sorry for the late reply.

You can always perform a software repair using Xperia Companion even if the device doesn't boot up, or you can operate it.

/t5/FAQ/How-to-perform-a-software-repair-with-Xperia-Companion/m-p/1103057

Make sure that the device is powered off and not connected to the computer > click on "Software repair", check the little box in the bottom left corner > Next and follow the on screen instructions.

Do note that the repair will delete all data stored on the device.

I hope that helps!