touch screen not working

[Noluyanda Mguye]

Hello there, please I need help with my phone it suddenly went mute on me. I was trying to receive a call but i couldn't sue to touch screen not working. I did a factory reset on my phone after I have tried on/off the phone but still the same. The phone touch pad is not working and I cant even set up my phone. It is now stuck on start up/welcome menu. I don't know what to do, Please I need help.

 

[lunatic59]

Just a quick question. How did you factory reset if the screen wouldn't respond?

It seems pretty clear that the digitizer has failed. There's not much you can do firmware-wise that will fix a hardware problem. If the phone is under warranty you probably should get it replaced. Since you factory reset, I assume you had all your important data backed up -- at least I hope you do -- so you simply need a working phone?

 

[Noluyanda Mguye]

Well, I pressed and hold the volume up and the menu button then power button and it took me to android robot then i did the factory reset. All my contacts and all are automatically backed up.

 

[lunatic59]

Is the phone still under warranty? What's the make/model?

 

[Noluyanda Mguye]

It's Samsung Galaxy J5 and I bought it few weeks ago in April and yes i do have a warranty for it but I wanted to bypass the process of packaging and sending it back .

 

[lunatic59]

It could be something as simple as the connector coming loose on the motherboard, but you can't know that without opening it up and at that point you void the warranty. I think you only option is to replace it. Since it's only a few weeks old, won't the store you bought it from simply replace it?

 

[Noluyanda Mguye]

I don't know yet but I'll try. I'm on with Samsung crew on live chat and they are referring me to the nearest technician. fingers crossed. Thanks for your help

 

[lunatic59]

Good luck!

 

[bcrichster]

If you have already enabled USB debugging on the device, you can get an otg cable (micro USB to USB 2.0) and plug in a computer mouse to access what you see on your phone display. For real 😎