Q: After iOS9 upgrade to iphone 5s, touchscreen stopped working
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Sep 27, 2015 9:56 AMby joe_7399,Hello Cleavon Leaf,
Thank you for taking the time to become a member of the Apple Support Communities and posting your first question! We’re glad you’re here and can’t wait to hear more from you! :-)
Because you have done a good job with troubleshooting your touchscreen response by restarting and force restarting and the issue continues, it may be necessary to restore your iPhone. This step should help in both issues you are experiencing, touch screen response and the line on your display.
If you see lines, missing sections, discoloration, or poor image quality
- Try to restart your device. If you can't restart, force restart your device.
- If this doesn't work, restore your device.
- If you still see the issue after you restore, contact Apple Support.
Get help with the screen on your iPhone, iPad, or iPod touch - Apple Support
We understand that unforeseen issues on your iPhone after performing an update can be very frustrating, but I want to assure you that we are here to help! Please reply and let us know if restoring was helpful in resolving this situation or to provide any further information.
Thanks again for being part of the Apple Support Communities and we look forward to your continued involvement!
Have a great day!
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Sep 27, 2015 9:23 PMby Cleavon Leaf,Thank you very much for getting back to me, Joe. I really appreciate it!
I did try restoring my phone to factory settings (after backing it up), & after it was restored, I reloaded from my back-up. The same issues persisted. i read that it may be helpful to let the phone drain to 0% power, then charge up; I tried that tonight, but the vertical bar is still there, the apps still crash/freeze, & the touchscreen functionality is still intermittent. If these issues are still present after restoring to factory settings, is there another solution you would recommend?
Also, I wondered about the restore; after restoring to factory settings, my options for starting over were "restore from back-up" or "set up as new phone." I opted for using the backup, since that's what I always do when my iPhones crash.
But should I instead set it up as a new phone? I'm wondering if by using the backup, I'm just reloading the same corrupted files/OS onto my phone.
Would you suggest restoring to factory settings again but this time setting up as a new phone?
thanks again for your time & your support.
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Sep 28, 2015 6:14 AMby joe_7399,Hi Cleavon Leaf ,
Thank you so much for all of this extra information!
Because you are still experiencing all of these issues after restoring from a backup, I do think restoring and setting up as a new device will be a great way to isolate the issue to either software or hardware.
It sounds like you are familiar with this process, but the attached article covers how to complete this process as well. The article also has information on backing up your iPhone. Please make sure to back up your iPhone before setting up as new. This will be important if the issue is isolated to the phone itself so that you can recover your information if the iPhone needs to be serviced.
If the issue continues after restoring and setting up as new and you would like to explore your service options, the next link will give you information on how you can either take your iPhone into an Apple Retail Store or an Apple Authorized Service Provider. If you have questions about the process after reading through the linked information, don’t hesitate to ask. :)
Apple - Support - Service Answer Center
Thanks for being a part of the Apple Support Communities! We look forward to hearing from you more often!
Best!
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Oct 17, 2015 1:49 AMby Cleavon Leaf,Joe, thanks very much for getting back to me. I've just been able to do this last gasp fix, in hopes that it would repair my phone. I have now backed up my phone & restored it to factory settings again. This time, when prompted, I opted to set it up as a new phone, crossed my fingers and hoped for the best. No luck. I'm still seeing the same issues:
- apps freeze and cannot be closed, or fail to open altogether
- touchscreen functionality is more often than not unresponsive
- when trying to open apps via touchscreen, entirely different ones open
- when said random apps open on their own, random keystrokes are made without my prompting
- when trying to open apps via touchscreen, device instead makes random calls to people from my contacts
- when incoming calls arrive, phone does not respond to my attempts to answer via touchscreen
- finally, I am still intermittently seeing a bar running down the face of the screen that prevents any touchscreen attempts in that area
At this point, the phone is quickly becoming more paperweight than useful phone/computer. Has there been any word from Apple about supporting customers whose phones have been broken by this new iOS, ideally at no charge, since this seems like a direct result of using the new OS? Thanks for any details you may provide.
Finally, is there anything else that can be done before going to the Apple Store for a service appointment?
