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New Contributor
kwkamel
Posts: 5
Registered: ‎09-24-2013
My Device: Torch 9860
Accepted Solution

Torch 9860 The touch Screen not working

Dear All,

 

I have Torch 9860 and facing serious problem that is the touch screen always malfunctioned "A little work and a little does not work"  the whole keys are working good, I removed the touch screen protector and connected my phone to my PC via USB and updated its software via BlackBerry Desktop Software and the problem still exist.

 

Kindly help on this problem,

Thank You,

Kamel

Hall of Famer II
sdgardne
Posts: 48,763
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: Torch 9860 The touch Screen not working

Hi and Welcome to the Community!

I recommend that you attempt to boot into Safe Mode:

  • KB17877 How to start a BlackBerry smartphone in Safe Mode

It may take you multiple attempts to get the ESC key sequence (press/release/hold) correct, so be patient. When successfully into Safe Mode, see what happens.

If the behavior ceases, then think carefully...what happened just before this behavior started? A new app? An update? A Theme? Something else? Think carefully as the smallest change could be causal...and attempt to undo whatever that was.



But if the behavior continues in Safe Mode, then you may need to consider more drastic actions -- WIPE, OS Reload, BBSAK Wipe/Reload, and the "Bare Bones" OS Reload Process. To prepare, you should be sure that you have a full backup to your PC...please review the Backup link in my auto-sig on this post for instructions.

 


 

Do also please consider that this may be a hardware issue...for which no amount of internet-distance diagnostics nor OS/software level solutions will be of any use.

 

Good luck and let us know!


Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
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New Contributor
kwkamel
Posts: 5
Registered: ‎09-24-2013
My Device: Torch 9860

Re: Torch 9860 The touch Screen not working

[ Edited ]

Dear Mr sdgardne,

 

Thank you for your help but I already connected my phone to PC via USB and updated its software via BlackBerry Desktop Software and rebooted the phone and the problem still exist.

 

Do you think it is a hardware issue ?

If you think it is a hardware issue How to be a hardware issue where I bought the phone 14 months ago is that normal ?

 Is there any other steps should I do to fix this problem ?

 

Waiting your help,

Thank You,

Kamel

New Contributor
kwkamel
Posts: 5
Registered: ‎09-24-2013
My Device: Torch 9860

Re: Torch 9860 The touch Screen not working

[ Edited ]
 
Hall of Famer II
sdgardne
Posts: 48,763
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: Torch 9860 The touch Screen not working


kwkamel wrote:

Thank you for your help but I already connected my phone to PC via USB and updated its software via BlackBerry Desktop Software and rebooted the phone and the problem still exist.


Nothing of what I recommended is an "update"...a reload perhaps, but not an update. Consequently, while you have done an update, you have not done as I have recommended.


kwkamel wrote:

Do you think it is a hardware issue ?

If you think it is a hardware issue How to be a hardware issue where I bought the phone 14 months ago is that normal


I have no way to diagnose, especially since I have no additional information than you originally provided. If you would conduct the tests I've recommended, then we might have additional data from which to make better guesses. But, from the same information will come the same results as before -- until you do the recommended tests and conduct things other than you already have done so that we can have additional information.

Also, do be aware that (as I said) that at an internet distance it is impossible to truly diagnose a hardware issue. Rather, by you conducting a lot of different activities we can rule out various other possible causes, with then hardware being a most likely cause...but a true hardware issue diagnosis requires in-hand evaluation by a qualified technician.

 

As to if 14 months is normal...there is no normal...what is normal for one will be totally different for another. Each case is unique.


kwkamel wrote:

 Is there any other steps should I do to fix this problem ?



Perhaps you can start with what I've already recommended.

Good luck and let us know!


Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
Join our BBM Channels
BSCF General Channel
PIN: C0001B7B4   Display/Scan Bar Code
Knowledge Base Updates
PIN: C0005A9AA   Display/Scan Bar Code
New Contributor
kwkamel
Posts: 5
Registered: ‎09-24-2013
My Device: Torch 9860

Re: Torch 9860 The touch Screen not working

Mr sdgardne,

Thank you for your help and I appreciate that you have spent your valuable time on solving my problem, I'll do what you have recommended and will tell you what have happened.

Thank you for your Time & Help,
Kamel