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Touchscreen Issues Growing Across G2 Owner Community...

There is a well-documented defect in the G2 software that surfaces as erratic touchscreen behavior. I am active on XDA and Android Central forums trying to identify the cause of this issue and trying to get LG and VZW to address it with a software update. I have also posted on social media attempting to get the attention this deserves. In addition, I have created a "Voice of the Customer" defect report with LG.

I have provided links below for your reference rather than duplicate all of that text in this post. Just these two threads alone currently have over 15,000 visits by G2 owners, many of which have already observed this defect.

Here is the XDA thread that I started that clearly describes the problem, complete with YouTube links and the latest on this G2 defect:

http://forum.xda-developers.com/showthread.php?t=2521663

Here is the Android Central thread to which I contribute:

http://forums.androidcentral.com/lg-g2/317709-g2-touch-screen-issues.html

The G2 community is calling for LG and VZW to weigh-in on this issues. A large number of G2's are being returned, which can't bode well for VZW or LG.

Comments

billyjk

This is the original post that needs to be referenced on this subject.

When you see this problem on your G2, be sure to get over to the XDA thread here:

http://forum.xda-developers.com/showthread.php?t=2521663

...and weigh-in. You'll also learn about the latest status on this issue.

We need LG and VZW to address this software defect.

eatinghotsauce

i too have the same issues. i will be following these threads in hopes of an eventual resolution for G2 owners

n3xusfan

I'm on my replacement g2 and worked great until after the latest update. Now I have the erratic screen issues and that's only when it is plugged into the charger. Freezes up and once I lock and unlock it works again. Does it again though. It does that doing anything with the device. Texting, play store, etc. Zooming acts wonky also in browser or gallery. From what I read on links you provided that most that had the issue didn't after update. Opposite for me

Verizon_Support

Hi n3xusfan!

I regret to learn of these issues with your device. Let's try some troubleshooting and get to the bottom of this OK? Please put the device in safe mode and monitor it. This will tell us if an application is causing this to happen: http://vz.to/1mbZS8Y

Please also remove any task killer applications on the device (Menu/Settings/Application Manager/Downloaded)

Thank you,

ChristinaB_VZW

VZW Support

Follow us on Twitter @VZWSupport

mtdiablo

My problem is that sometimes the touchscreen doesn't respond - in fairly critical situations, like if I get a call while another application is open, the mini- "answer, ignore" screen comes up, and I cannot hit answer. It doesn't respond. I have to quickly open the Phone, then hit answer and that will work.

If I go to google play store, the install button won't work. but it WILL work if I turn the phone to landscape.

Other applications - random things, but important, like in my banking app, if I try to deposit a check, the "continue" button will not work, no matter the orientation of the phone.

These things did not used to happen. I don't know if it's an app I loaded recently that is causing the problem? Recent apps loaded are Endomondo, Strava, Any.do, DejaOffice. Anyone else have this?

creator

Mine just started doing this in the last couple of days. Usually it starts acting up after a lot of use. Sometimes the screen won't be responsive, others it turns itself on and starts acting all sporadic.

Verizon_Support

I can understand how critical your issues are mtdiablo. Lets figure this our together. Do you have any applications on your device that are having issues? Are you using a keyboard application on your device? When did the issues start to happen? Have you tried safe mode http://vz.to/JuZQfu ? Keep us posted.

KinquanaH_VZW

Follow us on Twitter @vzwsupport

Verizon_Support

Creator, we need to straighten out your phone's act! Is there anything in particular that you can do, and every time you experience the same issues? Have you installed any apps or updates recently?

SarahO_VZW

Follow us on Twitter @VZWSupport

creator

Already have been sent a replacement.

On Feb 12, 2014 4:48 PM, "Verizon Wireless Customer Support" <

TLFLA

I have been experiencing a similar issue with screen not waking up or staying active during calls or won't wake up from sleep by pressing power button or double tap. I reset the device, removed all accessories including screen protector and case. After the issue persisted I happen to notice while rubbing clean the area around the proximity sensor I felt a slight click as if something was being plugged back in inside the device. Low and behold, I found my fix! After some light (not too hard) pressure I seem to be plugging in the proximity sensor or something in that area and it fixes the problem. Although I am finding this is not permanent, after some pocket carry time it must pop out again because I again need to apply some pressure at the top of the phone where the proximity sensor is again and it clicks back in again and works for a while.

Hope this may help some others with this issue who haven't determined it is a software or proximity sensor being blocked.

On a side-note, my phone has no real physical damage or cracks so it wasn't due to abuse or a long fall and I do keep the phone both in a case and screen protectors both purchased from a VZW Corporate location.

n3xusfan

Sorry took so long to get back. I ended up getting a replacement g2 cause the screen issue wouldn't go away. I have not had this problem with replacement.

Verizon_Support

Glad to hear the replacement is going well for you n3xusfan. Please be sure to use our support page just in case something comes up later on http://bit.ly/yN1P80 Thanks again for being the best part of Verizon Wireless and thanks for the update.

-PeterV_VZW

Follow us on Twitter @VZWSupport

kikiluvsE

I am having the exact same issue. This usually happens when I am on a call. The screen goes out to prevent unintentional button dials, which I appreciate, but after I finish my conversation, the screen will not wake up. The only way to end the call is to do a hard shut down. I bought my phone in November and have been dealing with this issue ever since. When I took the device to the store and the tech troubleshooted it, it corrected itself in order to make me look like a dunce. I left and shortly after leaving THE PARKING LOT it started up again. I love this phone but I want to throw it across the room every other day because of this issue.

Oh!! And speaking of screen timeout, the screen randomly goes out as I am attempting to unlock the phone with my pattern. This happens almost hourly. WTF?!?! Someone please HELP!!

kikiluvsE

Also, it has stopped recognizing the factory charger!! Can I just return it??

btor

I am experiencing the phone lock up during phone calls that are originated or received directly on the handset. if I use my Bluetooth earpiece I have no trouble. I master reset, both ways: using settings menu and the alternate volume down and power function. I have run it in safe mode. The phone is running Android OS 4.2.2 Software version VS98012B, I don't know if there is an update, but when I try to check for new it tells me there was a problem downloading the software. so I tried using the alternate method of connecting the phone to the pc using USB and trying to launch the software installer I only get an ad for backup assistant and cant do anything else but to install. once I bypass that, there is no indication that the LG Verizon software assistant is doing anything. I am at a loss. I don't know what else I can try. the last thing I want is to go thru a myriad of certified replacements.

apcplaza

I'm also having screen issue. The upper part of the screen is unresponsive (the whole row). Even in Safe Mode the problem still exist. When I'm in Play Store I'm unable to install an app because the "Install" button is on the part of the screen that is unresponsive. I can only install when I rotate the device in landscape orientation.

Verizon please advise on do I obtain a brand new replacement phone. I don't want a refurbish phone because I heard from others that they received a refurbish phone and the problem still exist. Thank you!

Verizon_Support

kikiluvsE, wait! Don't throw it across the room! Have you downloaded 3rd party applications to your device? If so, some application software can affect the performance of your device. Try uninstalling a few applications and power it off/on. Keep us posted.

Verizon_Support

Hello kikiluvsE,

I am sorry to hear that you're experiencing problems with your G2. If you purchased the device at a corporate store, you can return or exchange it within 14 days. If you choose another model or just go back to your old phone, there is a $35 restocking fee. However, if you just exchange it for a working device of the same make & model, there is no charge to complete the exchange.

If you are past the return period for your device, it may be covered under warranty if these issues are unable to be fixed.

Thank you,

MichelleH_VZW

Follow us on Twitter @VZWSupport

apcplaza

I Factory Reset the phone and the problem still exist. What number to call to get a replacement? Like I said I want a brand new phone not refurbish.

apcplaza

As you can see I am unabke to write anything on the upper part.

Verizon_Support

Hello apcplaza, a working device is super important! The last resort option is to do a hard reset on the phone since the screen is still not responding in safe mode. You will want to backup your contacts and pictures first. Here's steps for a hard reset: http://vz.to/1qfVNVb The manufacturer's warranty will cover a Certified Like New Replacement with the same make and model phone. View details here: http://vz.to/1i4rsW4 To get a new phone, there are options to use an upgrade if available, purchase the phone at full retail, or do a purchase with our Device Payment Program: http://vz.to/ZILXBT Keep us posted if issue persists after the hard reset!

WiltonA_VZW

VZW Support

Follow us on twitter @VZWSupport

liavic

I am having the same issue. There is an area across the top of my screen where it is not sensing my touch. Noticed it a few days after kit Kat update

liavic

Same issue as me! It's annoying and I can't edit this text bc it's not allowing me to touch it ahh

liavic

Exactly same spot as me!!

Verizon_Support

liavic We want you to have a fully functioning screen. It is important that we get you into a working phone. Before we send a replacement, a master reset would need to be completed in order to test the phone in factory mode. If this has been done and there is not any physial or moisture damage, we can send a warranty replacement.

sheritah_vzw

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@VZWSupport

Allen48

Recently my LG G2 starting experiencing some of the erratic screen issues and a couple days later the Kit Kat updated became available. So I updated the software hoping this would fix the problems. It made it worse. The screen began be erratic at every power on and reset. Even did a factory reset and it didn't fix anything. The next day the knock-on stop working. However the knock-off worked flawless. Took it to the nearest Verizon store and the associate tried everything he could think of including thoroughly cleaning the screen. After a few minutes later it was determined a replacement was needed.

Replacement arrived today (very quick delivery time...2 days). But the replacement was either damaged in transit or poorly refurbished because the back cover was partially open. After spending more than 45 minutes on the phone (30 minutes on hold) another replacement is being sent. With all the problems I'm encountering, I highly doubt I'll ever buy another LG product.

Snn5

I have to speak up here. LG is not at fault. Every phone and manufacturer has issues when it comes to updates. The reason most of us did not have a problem with our phones on JB was because the manufacturers had plenty of time to make sure most everything worked before release (outside of 3rd party apps, for which testing every one of them is impossible.) This update was released by LG to Verizon. Verizon spent time (more than the other carriers) attempting to make sure that 4.4.2 was in working order. Now, with that being said, problems arise from overlaying a major update over an existing OS version. That's why resets are always key. As far as the refurbished unit being faulty in assembly, that's not LG's fault. Verizon refurbs the phones. Our awareness of problems is always magnified during OS updates where it isn't when everything is working. I've had several phones from several makers over the years, about 17 phones in 16 years or so. Every one of them had a problem after update, whether large or small. I have received about as many replacements as I have new phones at that. I know this doesnt fix your problems, but maybe it brings objectivity to mind.

Sinwater

having the same issue...flickering

cg379

Many say doing a factory reset is resolving their problems, but I continue to struggle to answer incoming calls. I have to furiously swipe the lower left corner of the screen and at the last moment it may finally let the call through, or sometimes it won't work and will go to voicemail. Is anyone else having this problem? This problem even precedes the update - have had it the entire time I've had the phone. If a call comes in while I'm doing something else so the little message box comes on, that works fine. It's just when I have to swipe the lower left corner. I tried using the gesture setting for answering, where it's supposed to answer when you raise the phone to your ear, but that didn't work well either after the first few times. This is part of the phone not holding settings well. It can look like it's set a certain way, but will not follow-through and perform in that way. This is the most frustrating phone I've ever had. Being able to receive calls without trauma is pretty basic to having a cell phone!

rplgg2

Same issue here. Ive factory-reseted the phone twice to no avail. There is an 1cm bar across the top portion of the screen that doesnt register any touches... leaving me unable to browse, answer phone calls, set an alarm, etc. This is incredibly annoying. Ive read that some people have had some success post update but I'm updated to the most recent software and no luck. I take great care of my phone, its been in a case since day one and I don't drop it. Ive had it for about 6 months now, what do i do??!?!

rplgg2

Heres a picture of my screen's "dead space"

TLFLA

That seems like a hardware issue not software to me. If you're under warranty you may want to try factory reset and then contact tech support or go to a corporate store for further assistance.

Verizon_Support

rplgg2, we don't want this to be an issue for you too. You confirmed that there's no physical damage on your device. However, is there any liquid or moisture damage on your device? Have you had it evaluated at a store a location before? http://www.verizonwireless.com/b2c/support/store-locator

Since the hard reset did not resolve your issue, you may be eligible for a warranty replacement device. We will provide the same make/model device that you have in exchange for the defective phone. Please be advised that this warranty replacement option does not cover phones that have physical or liquid damage.

LasinaH_VZW

Follow us on Twitter @VZWSupport

katiekay0216

So so terrible it makes me want to cry. My phone is pretty much useless now between the constant overheating, battery drain, texting lag, data connection issues, general touchscreen lag and soooo much more... I went through four phones with Verizon both of us blaming the phone. When really it was this stupid update. I got this phone so excited for the extreme upgrade from my previous phone and this update has ruined it. I was delaying this update on this yet again replacement because I knew of the issues and even when I set the time for update to be at least 15 hours ahead it updated in my sleep. So now I'm stuck with the damned thing. I really REALLY hope many bug fixes are coming soon because in a technology based world having a phone that simply doesn't work simply doesn't cut it.

Verizon_Support

katiekay0216, aww. Please don't cry. We're here to dry your eyes. The software update is sent to your device to give you the best wireless experience possible. However, it can conflict with 3rd party applications downloaded to your device from Google Play market. Have you tried uninstalling a few applications? This will improve the performance of your device. Keep us posted.

LasinaH_VZW

Follow us on Twitter @VZWSupport

meeerylou

My LG G2 time is wrong, it is 30 minutes fast. How can this be?

Verizon_Support

That is something that should not be meeerylou! Let's get some clues to determine the root cause of this issue and explore options to resolve! When did this timing issue start? Is there any physical/water damage to the phone? What is your ZIP code? Did you recently installed an application or software update? Power off/on for now and test please.

AntonioC_VZW Follow us on Twitter at www.twitter.com/VZWSupport

B33

To add to the above try clearing out your phones system cache and it might not hurt to power off the phone remove the Sim Card for about 5 min. re-install it power it up see if the Time returns to the correct time.. and something else I thought of if you have another cellphone handy at your home or current location make a call to it and then take that phone and make a call to your G2 that will help update the time in your G2

JohnM21

My stock LG G2 has recently started this screwy behavior! I have been running 4.4.2 for quite a while with no problems. Doesn't do it all the time but is sure annoying when it happens. Anyone find a fix?

Kapzmom

I have had problems with my touch screen,and with the phone simply freezing Up at random.

JohnM21

I do not know why, but it seems to be working fine again! I sure hope this problem does not come back. I did do some of the recommendations like remove/reinsert sim card, clear cache but they didn't provide any relief initially. I also let the battery get low and would not let it charge above 90% but now have let it charge all the way. I also did not do a full hard reset because I didn't want to go through hassle of reinstall. Just happy it is working like normal.

Verizon_Support

Kapzmom,

We don't want to see you having issues at all. Please provide more details as to what you see happening on your phone. What software version are you on http://vz.to/1vFkZsH ? How much memory do you have left on your phone http://vz.to/1Drd4Pr ?

SandyS_VZW

Follow us on Twitter @VZWSupport

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