topic Re: Z5 Compact Screen problem in Z Series

Z5 Compact Screen problem

GeZi — Sun, 01 Dec 2019 18:41:01 GMT

Hi, I am using Sony Xperia Z5 Compact. The screen of my phone suddenly turns completely black and is covered with green-white-black lines from top to bottom and becomes unusable. This problem sometimes resolves spontaneously after 10 minutes and sometimes up to 2 hours later. And this situation sometimes repeats several times a day . The video below doesn't belong to me but I'm having the same problem. You can see the problem in the video https://www.youtube.com/watch?v=N5mSYESzcZ0 What is the cause of this problem and I wonder how can I avoid it? Thank you in advance for your help, wish you good work.
Ziya Geçimoğlu

Re: Z5 Compact Screen problem

Jonas — Mon, 02 Dec 2019 09:34:40 GMT

Hi @GeZi, sorry to hear about this.

It's a bit tricky to say the exact cause of this, but it's either something wrong with the software or hardware, and we will have to do some troubleshooting to try and see if we can resolve this.

Since it occurs several times per day, try running the device in safe mode for a day or so and see if it occurs when downloaded applications aren't loaded/started.

Should there be no change in safe mode, try performing a software repair using Xperia Companion, but remember to backup your data with the same program as the repair will delete everything stored on the internal storage.

Let me know how it goes!

Re: Z5 Compact Screen problem

GeZi — Fri, 13 Dec 2019 15:14:33 GMT

Hi, Jonas. I've done what you said before, but the problem persisted. I called the Sony central phone, and on their advice, I held down the "power + volume up keys" for 30 seconds. The phone had improved before but the problem still persisted. Then I pressed these keys for 2 minutes. But the problem continued. And the problem still continues.
The interesting thing is that the screen only malfunctions when my phone is in the keylock. There is no problem with the display on. So even if I use the phone for hours, the display works normally. This makes me think that the screen is solid but a software problem.
In that case, what do you think?

Re: Z5 Compact Screen problem

Jonas — Mon, 16 Dec 2019 12:04:15 GMT

Hi again @GeZi,

It if was the software that was the cause, a software repair should have fixed it since it's not a unexpected behaviour with the latest version of the software for the Xperia Z5-series.

It's very strange that it only occurs on the lock screen though. I saw the video you posted and that really doesn't look anything like the screen saver in the device, but if you go to Settings > Display > Screen saver. Is this turned on by any chance?

You can also go to Settings > Developer options and turn this off, in case it's turned on.

I realize I should have checked this beforehand but I can see that you wrote that you already tried to repair the software before you saw my reply.

Let me know if there is any change!

Re: Z5 Compact Screen problem

GeZi — Mon, 16 Dec 2019 19:25:23 GMT

Hi again, Jonas. I have done software repairs many times, the problem is not solved. The same problem persists with or without a screen saver.
As I said before, the problem only occurs when the screen is locked. Everything is normal even if I use the phone for hours. But when I don't use the phone and turn off the screen with the keylock, the problem arises when I try to turn it on again.
What do you think the problem is? What should I do?
Thank you very much for your help and attention.

Re: Z5 Compact Screen problem

Jonas — Wed, 18 Dec 2019 11:49:33 GMT

Hi again,

It's very hard to say what the cause of this is, but if it was software, it should occur even when you are using the phone, but it is indeed very strange that it only occurs when the screen is turned off.

You have done everything that I can recommend except for having it examined at an authorized service centre, so that will be the last thing to do. If you get in touch with your Local support team, they will arrange a repair for you.

Re: Z5 Compact Screen problem

GeZi — Wed, 25 Dec 2019 19:39:47 GMT

Hi again Jonas. authorized Sony service in Turkey '' KVK '' is a firm. I took my phone to KVK. Company officials said: '' no spare parts. therefore we need to replace with new phone ''
However, the warranty period of my phone seems to be continuing in Sony records. There is no guarantee in KVK records. And to give me a new phone, KVK asked me to about $ 370.
I'm trying to find my phone bill. But this inconsistency in company records is very bad. It doesn't suit a big company like Sony. And for people who love Sony like me, sadly, this situation is very sad.

Re: Z5 Compact Screen problem

GeZi — Fri, 03 Jan 2020 20:03:40 GMT

Hello, Jonas. I found my phone bill. And under warranty Sony gave me a new X Compact phone. I am so happy. I thank the whole Sony family with you. I love Sony 😊

Re: Z5 Compact Screen problem

Jonas — Tue, 07 Jan 2020 13:45:18 GMT

Hi @GeZi, I'm sorry for the late reply, I have been out of office due to vacation.

That is awesome and I'm glad to hear that everything worked out in the end for you!

Have a great day!

Re: Z5 Compact Screen problem

GeZi — Tue, 07 Jan 2020 13:58:11 GMT

Sony's new compact models, not brought to Turkey and I am very upset because of the decision to withdraw from Turkey. I hope Sony gives up this decision.😔

Re: Z5 Compact Screen problem

Jonas — Wed, 08 Jan 2020 12:33:42 GMT

@GeZi, I agree!

Here in the Nordics there are a lot of users asking for new compact models as well. The general trend seems to be the other way around though, people want bigger and bigger devices since they watch videos, movies and play games on their devices more and more.

I'm in the same boat as you, I don't really need a 6.5" display and a phone that I can barely fit in the pocket of a pair of jeans, I prefer something a bit smaller.

I'll make sure to forward the feedback both about Compact models but also the availability!

Re: Z5 Compact Screen problem

GeZi — Wed, 08 Jan 2020 15:02:56 GMT

I love Compact models. I love the Sony Compact models. Now I'm using X Compact. If this phone breaks I would like to get the XZ2 Compact. But, unfortunately, not xz2 Compact in Turkey.

Re: Z5 Compact Screen problem

Jonas — Fri, 10 Jan 2020 10:02:31 GMT

@GeZi, sounds good and I hope that the Xperia X Compact will last for a while.

Just keep in mind that if you buy a device that is not released in Turkey, you will not be able to have it serviced in Turkey as there will not be any spare parts available and so forth.

Have a nice weekend!