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blackview_admin
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Re: BV9100. Touch screen randomly not working. Locking the device and waking up again makes the touch screen working aga

Thu Dec 31, 2020 6:52 am

redbullnik07 wrote:
I reset the phone from the factory, but the lock appears again (filming is from the 2nd lock, after the first reset)

Hello, Could you please explain this problem clearly?
 
rortas
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Re: BV9100. Touch screen randomly not working. Locking the device and waking up again makes the touch screen working aga

Fri Jan 01, 2021 5:53 pm

Hello, finally I managed to get a log when the issue happened. The "problem" is that I had to record the log for almost 3:30 hours long, because the issue is absolutely random, and this is the time I had to wait for the issue to happen. Just after that I stopped recording, so I guess the important info is at the end of the log. The mtklog.zip file is aprox 1.5gb in size.

Please tell me if is it safe to post a download link for mtklog.zip here for you to get the file. I can send you the download link the way that you prefer. The file is shared from my dropbox.

I will try to reset to factory settings as soon as I can and I will inform you of the results.

Thank you so much for you attention, and wish you a happy 2021.
 
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blackview_admin
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Re: BV9100. Touch screen randomly not working. Locking the device and waking up again makes the touch screen working aga

Tue Jan 05, 2021 8:15 am

rortas wrote:
Hello, finally I managed to get a log when the issue happened. The "problem" is that I had to record the log for almost 3:30 hours long, because the issue is absolutely random, and this is the time I had to wait for the issue to happen. Just after that I stopped recording, so I guess the important info is at the end of the log. The mtklog.zip file is aprox 1.5gb in size.

Please tell me if is it safe to post a download link for mtklog.zip here for you to get the file. I can send you the download link the way that you prefer. The file is shared from my dropbox.

I will try to reset to factory settings as soon as I can and I will inform you of the results.

Thank you so much for you attention, and wish you a happy 2021.

Hello, Happy New Year to you.
Actually, It's the best way to send your problems to our after-sale via email, here is the email: support02@blackview.hk.
 
rortas
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Posts: 6
Joined: Sun Dec 27, 2020 8:11 pm

Re: BV9100. Touch screen randomly not working. Locking the device and waking up again makes the touch screen working aga

Tue Jan 05, 2021 11:55 am

Hello, I hace sent the mtklog.zip file to the email provided using wetransfer. I tried Dropbox first, but It is not suitable for a file so Big.

Thank you.
 
rortas
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Re: BV9100. Touch screen randomly not working. Locking the device and waking up again makes the touch screen working aga

Thu Jan 07, 2021 9:28 am

Hello. I resetted my BV9100 to factory settings on Sunday 3. After that I installed all my apps from scratch and updated all the system apps. Working fine for about two days long!. The third day after, unfortunatelly, issue came again, but is very much less frequent (Once or twice a day). Would you like me to try to take another mtklog?

Thank you very much for your attention.
 
PsychM
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Joined: Wed Jul 22, 2020 7:43 am

Re: BV9100. Touch screen randomly not working. Locking the device and waking up again makes the touch screen working aga

Thu Jan 07, 2021 5:01 pm

rortas wrote:
Hello, I hace sent the mtklog.zip file to the email provided using wetransfer. I tried Dropbox first, but It is not suitable for a file so Big.

Thank you.

They will answer you very soon!
 
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blackview_admin
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Re: BV9100. Touch screen randomly not working. Locking the device and waking up again makes the touch screen working aga

Fri Jan 08, 2021 6:47 am

rortas wrote:
Hello. I resetted my BV9100 to factory settings on Sunday 3. After that I installed all my apps from scratch and updated all the system apps. Working fine for about two days long!. The third day after, unfortunatelly, issue came again, but is very much less frequent (Once or twice a day). Would you like me to try to take another mtklog?

Thank you very much for your attention.

Hello, could you please describe your problem to me?
 
rortas
Topic Author
Posts: 6
Joined: Sun Dec 27, 2020 8:11 pm

Re: BV9100. Touch screen randomly not working. Locking the device and waking up again makes the touch screen working aga

Fri Jan 08, 2021 5:01 pm

blackview_admin wrote:
Hello, could you please describe your problem to me?

The problem is that the touchscreen stops working randomly. The only way to get it working again is to lock the device and unlock it again, then the touchscreen works perfectly fine again.

The issue is absolutely random. It can happen anytime, using any app. It can happen on the unlocking screen when drawing the pattern, using whatsapp, browsing the internet with firefox, while in my bank app, watching video with Prime Video...

It can happen twice in a minute, or once in a day.

Some days ago, I reseted the device to factory settings. After installing all my apps from scratch and fully updating all the smartphone apps it was working perfectly for 2 days long. The issue then began to happen again. The issue is happening less often than before.

Now I remembered that I was using a fingerprint to unlock the device, and someday decided to only lock it with a pattern, removing the fingerprint. I don't remember exactly, but the problem could start more or less at the time I made this change. I have activated the "unlocking with fingerprint"again and I will see what happens. I will inform you of the results.

Please ask me anything you could need. I really like the BV9100, it is a great smartphone.

Thank you.
 
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blackview_admin
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Re: BV9100. Touch screen randomly not working. Locking the device and waking up again makes the touch screen working aga

Sat Jan 09, 2021 9:25 am

rortas wrote:
blackview_admin wrote:
Hello, could you please describe your problem to me?

The problem is that the touchscreen stops working randomly. The only way to get it working again is to lock the device and unlock it again, then the touchscreen works perfectly fine again.

The issue is absolutely random. It can happen anytime, using any app. It can happen on the unlocking screen when drawing the pattern, using whatsapp, browsing the internet with firefox, while in my bank app, watching video with Prime Video...

It can happen twice in a minute, or once in a day.

Some days ago, I reseted the device to factory settings. After installing all my apps from scratch and fully updating all the smartphone apps it was working perfectly for 2 days long. The issue then began to happen again. The issue is happening less often than before.

Now I remembered that I was using a fingerprint to unlock the device, and someday decided to only lock it with a pattern, removing the fingerprint. I don't remember exactly, but the problem could start more or less at the time I made this change. I have activated the "unlocking with fingerprint"again and I will see what happens. I will inform you of the results.

Please ask me anything you could need. I really like the BV9100, it is a great smartphone.

Thank you.

Hello, sorry to make this inconvenience caused to you. Our engineer is checking this problem and it will be verified next week.

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