Troubleshooting GuidesMobilesBrand Level / Stock Android TroubleshootingStock Android GuidesLollipop (5.x)Lollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingHardwareTouch Screen Not WorkingTouch Screen IssuesTouch Screen Works Partially

Troubleshooting Guides Mobiles Brand Level / Stock Android Troubleshooting Stock Android Guides Lollipop (5.x) Lollipop Troubleshooting Lollipop Troubleshooting Lollipop Troubleshooting Hardware  Touch Screen Not Working Touch Screen Issues Touch Screen Works Partially

Basic Check

Please perform the following checks before you proceed to the next step:


1.Restart Your Android Device:

It works 80% of the time. Screen locking/managing applications often make touchscreen unresponsive. In that case you need to restart your Android device.

  • Press and hold the Power Button for 10 seconds or until the screen goes blank.
  • Wait a minute or two and then power on your device normally using the same button.


2. Eject Memory Card and SIM:

Shutdown your Android device and remove the Memory card and SIM card(s) attached to it.


3. Remove Any Phone-Cases/Covers:

Smart cases are good in protecting your device from scratches and damage. But their automatic screen wake/sleep feature sometime cause the device to malfunction. Remove the case, perform a restart.



Did this resolve the issue?

  • Yes
  • No


Reboot to Safe Mode

Click on the URLs in each step to view the screenshot

  1. Long press the Power button at the top
  2. Tap and hold the Power off option
  3. Tap OK to reboot to Safe mode
  4. Once the device reboots, you will see a “Safe mode” alert
Stock Android screenshots. May vary on some devices

Did this resolve the issue?

  • No
  • Yes


Hard-Reset The Device

  • The key combinations may vary from device to device. If the Volume Down+Power Key does not work, try other combinations (Volume Up+Power Key, etc.)
  • Key functions to move down, select etc may vary from device to device
  • Make sure to backup data if possible (remove SD Card & SIM)


To do a factory data reset, follow these steps:

  1. If your phone is on, turn it off.
  2. Press and hold the Volume up button and the Power button at the same time until the device turns on.
  3. Press the Volume down button to select “Recovery mode.” If you need to navigate to the “Recovery mode” option, use the Volume up button to move the arrow and the Volume down button to select it.
  4. You’ll see an image of an Android robot with a red exclamation mark and the words “No command.”
  5. While holding down the Power button, press the Volume up button and release it.
  6. Use the volume buttons to scroll to “wipe data/factory reset” and press the Power button to select it.
  7. Scroll down to “Yes – erase all user data” and press the Power button to select it.

Your Android device will erase all of your data and restart with its factory settings. You’ll see the Welcome screen just as you did when you turned the device on for the first time.


Did this resolve the issue?

  • Yes
  • No


Check If Device Under replacement policy period

If the customer is calling within the policy period, follow the replacement policy.

If the customer is calling after the policy period,

  • Refer him to an authorized service center.

Is the device under replacement warranty?

  • No
  • Yes


Refer to Service Center

  • Refer the customer to an authorized service center to fix the issue
  • Document the steps taken and wrap the call


Leave a Comment