Moto X Pure Android 7.0 - Soft keys (Home, back and recent) not working even after factory reset

[Android Central Question]

Hi all,

My Moto X Pure Edition's home, back and recent buttons suddenly stopped working last night. Every once in a while the recent button is activated and but it's never when I press it, just randomly. Sometimes after a restart the buttons work for a little while and then they stop again.

I have not updated any system software recently, and am running android 7.0. I have tried clearing cache, freeing up space, clearing cache through recovery mode, and even factory reset. None of these measures worked. The problem persists.
I removed my SD card and factory reset again, still no improvement. I know the touchscreen itself works because the area where the buttons are was used for other buttons in the factory reset process and they worked fine.

I am desperate, I hope someone can help me! Thanks!

 

[B. Diddy]

Welcome to Android Central! Does the same thing happen in Safe Mode? https://motorola-global-portal.custhelp.com/app/answers/indevice_detail/a_id/107123/p/30,6720,9541

 

[Linh Nguyen12]

I have the same Phone same OS and the same problem. The soft keys extremely slow to respond at first but now are not at all.

Safe mode or any other suggested solutions are not working.

Factory reset several times (without restore) don't help either.

 

[Rukbat]

I'd guess it's a bad board (the one the soft keys are on). You'll have to get it replaced.

 

[B. Diddy]

Welcome to Android Central! Since the keys are onscreen, that would suggest either a problem with the touchscreen or with the firmware. Doing a factory reset for corrupt firmware won't help, since the phone is still using the same copy of the firmware. On some phones, it's relatively easy to reinstall the stock firmware, but I'm not sure about the X Pure.