General troubleshooting for touchscreen issues

If the touchscreen of your phone or tablet does not work properly, such as by being irresponsive, insensitive, or overly sensitive, or jumps randomly, perform the following steps to troubleshoot:

For accurate results:

1. Ensure that the screen surface is clean, especially of oil- or water-based stains, as these stains may cause the touchscreen to jump randomly or become insensitive.
2. Avoid performing touch operations when your device is on a soft surface, such as on a quilt or sofa. The touchscreen may become insensitive due to the uneven force when touched against a soft support.
3. Ensure that there are no sources of electromagnetic fields nearby, such as microwaves or electromagnetic ovens. Otherwise, the touchscreen may jump randomly.
4. Ensure that you are using a standard HONOR charger if the issue occurs while charging. If you perform touch operations while charging with an unstable charging voltage (due to a third-party charger), strong interference may be generated and compromise your user experience with the touchscreen. It's recommended that you use the HONOR charger that comes with your device and remove the protective case to address the issue. (Directly touching the phone with your hands may reduce interference)
5. Use an HONOR screen protector or a third-party screen protector with a thickness of no more than 0.2 mm. Otherwise, the touchscreen may not respond to your touch operations properly.
6. Check if the device's original screen has been replaced with a third-party screen that may compromise your user experience. Visit an HONOR Authorized Service Center for assistance.

If the above issues do not exist, please follow the following steps to test the touchscreen:

1. Please open My HONOR APP, tap Services > Checkup > TEST NOW> and the test will srart in order. You can click SKIP to skip unnecessary test.
2. When Touchscreen shows up, tap START TEST on the screen and draw lines with your finger on the screen. The test ends then the whole screen is covered.

3. If the diagnosis indicates an issue with the screen, back up your data and take your device and proof of purchase to an HONOR Authorized Service Center for assistance.
4. If no issue is found, read on for further instructions.

Part of the screen or the entire screen does not respond to touch operations

Press and hold the Power and Volume down button for more than 10 seconds to force restart your device, and then try again. If the issue persists, take your device and proof of purchase to an HONOR Authorized Service Center for assistance.

Press and hold the Power and Volume down button for more than 10 seconds can force restart the phone.

The touchscreen jumps or experiences ghost touches

1. If the issue occurs only when your device is charging in a certain place, the voltage of the power supply may be unstable. It's recommended that you switch to a power supply with a stable voltage.
2. If the issue occurs only when your device is charging via a third-party charger or data cable, replace the charger or data cable with a HONOR standard one. It's also recommended that you remove the device's protective case to address the issue.
3. Please check that there are no sources of electromagnetic fields nearby, such as microwaves or electromagnetic ovens. Otherwise, the touchscreen may jump randomly.
4. Swipe down from the status bar to open the notification panel or search for and access NFC in Settings, and check whether NFC is enabled. With NFC enabled, your device will automatically open certain apps when it detects NFC devices.
5. Check if this issue is related to certain apps. For instance, some third-party one-touch screen lock apps may be incompatible with your device's lock screen, causing the screen to respond inaccurately. The screen may jump to the lock screen or camera screen. In this case, uninstall these third-party screen lock apps.

If the issue persists

Back up your data and take your device, charger, data cable, and proof of purchase to an HONOR Authorized Service Center for assistance.