Unresponsive Touch Screen Troubleshooting - TELUS Diamond

Verify that the issue is indeed with the Touch Screen rather than with the device freezing by attempting to use the Hardware Keys. If there is a response, continue troubleshooting as a Touch Screen issue.

• Is there a Screen Protector installed on the LCD? If so, remove it and test the response from the Touch Screen. Screen protectors can interfere with the sensitivity and accuracy of the Touch Screen.
• Attempt to re-align the screen by going to Start > Settings > System Tab > Screen and then tap on Align Screen. Note: To ensure accuracy, Screen Alignment must be completed using the device Stylus and no other object.

• Does the issue coincide with a recent program addition? If the issue began around the same time that you installed a 3rd party application(s) on the unit, remove the program(s) by going to Start > Settings > System Tab > Remove Programs:

• After all 3rd party applications have been removed, Soft Reset the device by inserting the tip of the stylus into the reset hole located at the bottom of the back side of the device. Once the Soft Reset is complete, retest the issue. If the issue is no longer present, add the 3rd party applications back one at a time, testing thoroughly after each is added. If the issue returns after the installation of a 3rd party application, do not to use that application and contact the provider to see what other options are available. If the preceding troubleshooting steps do not resolve the issue, perform a Hard Reset on the device.

Warning: All data will be permanently deleted from the device during the Hard Reset process!!! A master reset restores the original factory settings and will erase all downloaded content, including ringtones, camera images, contacts stored in the handset memory, and Java™ applications. It does not erase data stored on the SIM card or memory card (if available). Back up all necessary data on the device memory before proceeding.

If the device Touch Screen is unresponsive and power cycling the device does not resolve the issue, Hard Reset the device using the following: With the device turned off, Press and hold at the same time the Volume down + Action Key + Power on (keep holding for about 5-8 sec.) then follow the screen introduction in order to go back to default setting. Press the Volume Up Key to reset the device.

Once the Hard Reset has been completed and the automatic Customization process had been allowed to complete, you will need to thoroughly test the unit; if the issue returns, the unit can then be considered for a Warranty Exchange as long as there is no physical or liquid damage.