Screen Unresponsive - Help Required!

[CTalman]

Hi,

I was using my OP3 this morning and all was working fine. I put the phone in my pocket and set off for work. About 20 mins later I got my phone out of my pocket to check the train times. I unlocked the phone but I was then unable to make any selections on the main screen.

I have tried re-booting and even a factory reset and all to no avail. The phone itself is working fine but the screen is not working (in terms of being a touch screen!).

Has anyone else experienced this? Does anyone have any suggestions on what I can try to try and fix this??

I've had the phone for 4 months and I've had no trouble with it at all.

Oh and I didn't drop it today! It just went from working to not working! Very odd and very annoying!

Thanks.

 

[tpmbb10]

I've had it on occasion where I'm responding to an SMS from the lock screen, the touch screen becomes unresponsive. All I need to do is lock and unlock the phone and it corrects the problem

 

[CTalman]

Thanks for the response. I wish mine could be solved so quickly!

 

[mchockeyvette27]

Are you able to always unlock it? How are you unlocking it? Fingerprint sensor? Is the touchscreen 100% unresponsive or are there certain areas that are just unresponsive?

Kind of sounds like a digitizer issue..

 

[CTalman]

Hard Keys are all working. Fingerprint scanner is working. Back and Recents buttons are all working too.

Nothing on the screen is working at all....

 

[mchockeyvette27]

Hard Keys are all working. Fingerprint scanner is working. Back and Recents buttons are all working too.

Nothing on the screen is working at all....

If a factory reset didn't even work, I'm thinking something hardware got messed up. May be worth giving one plus a call on this one.

 

[CTalman]

If a factory reset didn't even work, I'm thinking something hardware got messed up. May be worth giving one plus a call on this one.

Yeah, I did do that yesterday and have started the process of getting a replacement...could be up to at least 15 days before I get one back to me though!

 

[mchockeyvette27]

Yeah, I did do that yesterday and have started the process of getting a replacement...could be up to at least 15 days before I get one back to me though!

Wow that sucks. Hopefully they follow through with it.

How did you factory reset? Through recovery?

 

[tpmbb10]

Sounds like you are on the right track. Frustrating, but these things happen. I had to return mine almost immediately after I received it due to faulty sensors and I haven't had any issues save the hiccup I described earlier. Hope it works out! By the way when the screen freezes up on me I lock/unlock with the power button. And the capacative buttons still work too. Odd that our symptoms are so similar yet the issue on mine is resolved so easily. I'm definitely going to keep an eye out for patterns or see if it gets worse. I bought shortly after launch and it's happened to me maybe 3 times...

 

[CTalman]

Wow that sucks. Hopefully they follow through with it.

How did you factory reset? Through recovery?

Yeah, through Recovery.....

Just hope OnePlus don't take too long to deliver.....

Especially as I don't have a backup phone.....(I'm currently asking around to see who has something I can use!)

 

[CTalman]

Sounds like you are on the right track. Frustrating, but these things happen. I had to return mine almost immediately after I received it due to faulty sensors and I haven't had any issues save the hiccup I described earlier. Hope it works out! By the way when the screen freezes up on me I lock/unlock with the power button. And the capacative buttons still work too. Odd that our symptoms are so similar yet the issue on mine is resolved so easily. I'm definitely going to keep an eye out for patterns or see if it gets worse. I bought shortly after launch and it's happened to me maybe 3 times...

Yeah, very frustrating but I've been very impressed with the OP3 since I got it back in July. I couldn't find anyone else who had experienced the same thing (you're the closest to what happened to me) so I'm guessing it's more of a one off and I'm just a bit unlucky!
The fact that it went from working fine (no previous issues with the touch screen) to not working at all its the puzzling thing!

 

[CTalman]

In case anyone was wondering it's been about 8 days since I raised the service request with OnePlus and I now have my phone back with me and fixed.
Took 7 days from pick up from mine, sent to Germany, repaired and then delivered back to me (in the UK).
I feel happy enough with that as a service under warranty.
Great to be back on a OP3 rather than the Galaxy S3 I had to borrow!

 

[mchockeyvette27]

In case anyone was wondering it's been about 8 days since I raised the service request with OnePlus and I now have my phone back with me and fixed.
Took 7 days from pick up from mine, sent to Germany, repaired and then delivered back to me (in the UK).
I feel happy enough with that as a service under warranty.
Great to be back on a OP3 rather than the Galaxy S3 I had to borrow!

Good to hear it worked out! Hopefully doesn't have to happen again.