Touchscreen randomly ignores touches

[St_Pat]

So I've had my phone, Galaxy S6 (not edge version), for about 1.5 months. For a few weeks the touchscreen has been having a strange issue. It seemingly randomly ignores touches. I can't figure out any pattern to it, sometimes it goes for several minutes without doing it, and sometimes it does it every few touches. I've tried several things to try to fix it, including taking the screen protector off, using an app to boost touch screen sensitivity, restarting the phone, booting the phone in safe mode, uninstalling unused apps, and factory resetting the phone. None of these have made any difference.

One fix that I've seen floating around that seems to have a high chance of success is using a dialler code (specifically, *#2663#) to open a menu to update TSP firmware. I've seen people describing the exact same problem I'm having, and saying that updating the TSP firmware worked. The only problem for me is that, for whatever reason, Verizon has disabled dialler codes (several people on the Android forums on a topic covering this same problem said that their Verizon phones didn't allow dialler codes, seemed like all the people that couldn't use the codes had Verizon phones), so I'm completely unable to use that option. I went to a support chat with a Verizon employee, and asked if there was another way to update the firmware, and he said he would try to active the dialler codes on my account, which obviously didn't work at all. Today, I went to a Verizon store to see if they could do anything there, and the employee there did some things, and confirmed that the problem was there, but said that since it's still a pretty minor issue, they wouldn't be able to replace it or anything. He also checked something on the side of the phone and said that the water sensor or something is fine, so I guess he was confirming that there was no water damage. But it seemed like he had no idea how to update the TSP firmware, saying that he had never heard of dialler codes like what I mentioned.

So now I'm here, to ask if there's some other possible fix, because I don't want to wait for it to possibly get worse to the point that the phone freezes for long periods of time, and also because it's just really annoying (especially since the most likely fix is blocked off by Verizon). If there's another way to update the TSP firmware, I would like to know that as well.

[vzw_customer_support]

Dialler codes is something that doesn’t come up everyday, apologies for the blanks stares when mentioning this, St_Pat. We have a common goal in looking to get this issue corrected. To achieve this, we’d like for you to install the “Samsung Galaxy Help” app  ( https://play.google.com/store/apps/details?id=vitamins.samsung.activity&hl=en ) . Once installed, head into the Device Diagnostic section of the device, where you’ll find a test for touch. The Finger Drag is the one we will be using. Please share the results of this test.

DavidH_VZW
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[St_Pat]

It's not a problem with a part of the screen not working, so the finger drag will always work as long as the first touch to start dragging registers.

My problem is that occasionally, touches get ignored. It doesn't matter what part of the screen I'm touching, it's happened in many different spots. I can press the same spot multiple times, and it will work some times, and other times the touch is ignored. So the test on that app doesn't tell me anything. If it didn't have the time limit, my issue would affect it if I tapped each individual box, where occasionally, the box won't turn green when I touch it, and I have to go back and touch it again to turn it green.

Is there really no way at all to update the firmware? It seems like that question gets avoided, because I've asked it on a live chat with a Verizon employee, in the store, and here, but it gets ignored. The guy on the chat just tried to active the dialler codes and didn't mention anything about updating firmware (even though that was my question, I had only mentioned that I couldn't do it with the code). The guy in the store did a touch test similar to the one on the app (where again, dragging the finger didn't cause problems, but tapping each individual box showed the problem) but without the quick time limit.

[Totalimmortal042 · Accepted solution]

- I had this same problem and it took 3 replacements to get a device that worked properly.  Mine would most commonly miss touches in the corners (super frustrating for typing) and pulling down the notification window.  I did factory resets as advised and still had the issues.  After the resets, I would push for a replacement device.  The phone I have now works great, but it took a few to get there.  And, as I'm sure you know by now, this isn't exactly unheard of with the GS6, so don't settle until you get a device that works properly!

[St_Pat]

Seems like getting a replacement is the way to go, since there's apparently no fix available for a Verizon phone.

When you got yours replaced, was it an immediate, one trip kind of thing, or did you have to wait for the replacement to come in and/or get activated? I've got some school projects going on and I need my phone to communicate with them, so if I would have to wait for a replacement, I may have to put up with the faulty device and hope it doesn't get worse.

Not to mention I'll have to hope that the employee in the store will agree to going for a replacement, because the one I already talked to to try and find a fix said that it was too minor an issue to bother with replacement

[Totalimmortal042]

I wouldn't even bother going to a store unless you feel like you need someone to actually see what you are experiencing.  To get a replacement, call technical support.  They're going to troubleshoot it first (factory reset, app issues, etc.).  They should offer a replacement if nothing works and they send it 2-day shipping.  If they tell you that it's too minor of an issue, I would demand to speak to someone else.  This is a phone that you paid close to $600 for and the expectation is that it works as intended all the time.  Don't take no for an answer.

[vzw_customer_support]

Your efforts are greatly appreciated and I apologize for the inconvenience. Let's get to the bottom of this. Please advise, since your post at 12:24am today have you had a chance to order your replacement?

AyaniB_VZW
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If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[St_Pat]

No, I have not ordered a replacement yet, I will likely have to wait a fairly long while before I'll be able to, because I have some group projects in school going on that I need my phone for, so I can communicate with my group, and can't really go for much time at all to send in my phone. So unless there's some convenient way to do it without spending time without a phone, then it will probably be quite a while

[Totalimmortal042]

You don't have to be without a phone.  Once you get a replacement ordered, they mail it out.  When you get it, you swap the SIM, setup the new one and then place your old device in the prepaid package they provide.  The longest you'll be out a phone is the time it takes you to transition between the two (about an hour at most).

[St_Pat]

That would be great. I was thinking I would have to send my current phone in to be checked to make sure it's a device fault rather than a result of damage from outside sources.