Touch Screen Issues - We're Listening

Thread Status:
Not open for further replies.
  1. Cat H
    Honeycomb Nov 24, 2014

    Cat H , Nov 24, 2014 :
    A few months ago, we became aware that some users were experiencing problems with their touch screen and immediately investigated the possible cause. After multiple hardware tests at our factory and troubleshooting with our partners at Synaptics and Cyanogen, we determined the best solution would be a software update. While a recent update proved a successful fix for a vast majority of affected users, some of our fans are still having trouble.

    We’ve seen a thread from a user who appeared to fix his device by insulating the digitizer flex. Our engineers attempted to recreate the problem as described in the forum post (on both older and newer devices) by removing the glue that was insulating the flex and making sure that it was in contact with metal parts of the phone. But, tests showed that even with this alteration, the touch screen continued to register all touches successfully. We are working on further testing to prove this user’s hypothesis true or false, and we will publish a video to show our tests and results. We strongly advise against other users attempting the same procedure. Dismantling the phone in this manner will void your warranty and could cause injuries to yourself or damage your phone.

    For anyone still experiencing trouble with their touch screen, we assure you that we are actively looking into this matter. If we find the problem to be hardware-related, we will have a plan to help those users.

    We believe that transparency and honesty are at the foundation of innovation, and we are honored when our fans work to make us better. We are listening, and we are serious about coming to a resolution.

    We will keep you in the loop with live updates to this thread.

    UPDATE 1:

    The general concern is this: if the digitizer flex makes direct contact with the metallic chassis, a ground fault occurs leading to touchscreen abnormalities.

    Theoretically, this shouldn’t be an issue as preventative measures were engineered into the design of the OnePlus One. There is a piece of plastic overlayed on the metal casing which insures uniform spacing and prevents ground issues. Additionally, there is insulation PI around the flexible printed circuit (FPC) and sealant at the bottom of the bonding. So, even if the digitizer flex makes direct contact with the metallic chassis, no undesirable touchscreen effects should occur.

    However, we’ve gone into the lab to test the OnePlus One in an attempt to re-create the proposed issue. In order to test a worst case scenario, our engineers have overlaid the area with highly-conductive metal to ensure that potential ground issues will be apparent. Please note that we tested both older and newer models of the OnePlus One with the latest Synaptics firmware.

    As you can see, we were unable to reproduce the touchscreen issues on a hardware level, in regards to the suggested problem.

    We believe that the user who managed to solve his issues by adding insulation to the area represents a very small minority of affected users, as we weren’t able to re-create the problem in a lab environment.

    That said, we are still taking this issue very seriously, and we are currently running further tests involving static electricity. We will keep everyone updated along the way.

    Update: https://forums.oneplus.net/threads/touchscreen-issues-we-hear-you.309395/

    Last updated: 8th of May 2015 at 7:50am EST
    Last edited by a moderator: May 8, 2015

  2. mcsememo
    Community Veteran Nov 24, 2014

    mcsememo , Nov 24, 2014 :
    Thanks for your information. Thanks a lot........

    JHong, drmartin, azzaka and 8 others like this.
  3. peteryu
    KitKat Nov 24, 2014

    peteryu , Nov 24, 2014 :
    What about random reboots... :/

  4. carbine30
    Marshmallow Nov 24, 2014

  5. madmike95
    KitKat Nov 24, 2014

    skyguy126 and jamesroy20 like this.
  6. realmike33
    Donut Nov 24, 2014

    realmike33 , Nov 24, 2014 :
    I am more than confidant you guys will come up with a solution to this problem. Haven't read into this problem, but from your post, it does sound like a Software problem rather than a hardware one.

  7. iusethemouse
    Ice Cream Sandwich Nov 24, 2014

    iusethemouse , Nov 24, 2014 :
    Wow, this is wonderful!
    Coincidentally, I started experiencing touch screen issues very recently, and they definitely are hardware based.

    rpkrpk, radi0chik, Fariz24 and 13 others like this.
  8. givemecherries
    Gingerbread Nov 24, 2014

  9. bilalniazi
    Ice Cream Sandwich Nov 24, 2014

    jamesroy20 likes this.
  10. kozm0naut
    Honeycomb Nov 24, 2014

    kozm0naut , Nov 24, 2014 :
    Good to hear feedback. I haven't experienced any issues personally, and to the above poster with random reboots, make sure you're updated to the latest version as I believe that's an old issue.

    athul_2412, jamesroy20 and ronoldo like this.
  11. ajaynmoorthy
    Donut Nov 24, 2014

    jamesroy20 and ronoldo like this.
  12. alchee88
    Donut Nov 24, 2014

  13. firoz
    KitKat Nov 24, 2014

  14. Transparant
    KitKat Nov 24, 2014

    Last edited: Nov 24, 2014

    GurnyGub, andrewnave, wedad and 5 others like this.
  15. gaster
    Moderator Moderator Nov 24, 2014

    gaster , Nov 24, 2014 :
    Just confirm if the user has 100% right cause in his device at least, this worked and he helped many people by this
    Last edited: Nov 24, 2014

    ramli7, Encho, Axara and 3 others like this.
  16. Milad
    Lollipop Nov 24, 2014

  17. JuanL
    KitKat Nov 24, 2014

    GurnyGub and ronoldo like this.
  18. oup
    Ice Cream Sandwich Nov 24, 2014

    oup , Nov 24, 2014 :
    Sorry, but your post is absolutely useless. Looking into the issue and communicating with your customers is commendable, but in the meantime you're supposed to REPLACE those phones that are suffering from this issue because it's clearly a hardware defect and your responsibility.

    My 2 OPOs are perfect but I would be furious if I had that touchscreen problem
    Last edited: Nov 24, 2014

    evyalh, hdc1981, RideBike and 33 others like this.
  19. Mawkishrains
    Gingerbread Nov 24, 2014

  20. Rick Manders
    Community Veteran Nov 24, 2014