Samsung A14 5G touchscreen doesn't work anymore after update to One UI 7.0

[GersAffrandraa]

after updating my A14 5G to One UI 7.0, my touchcreen doesn't work at all anymore. 

How to fix this? 

#touchscreen #A14 #update #UI7 

[Members_sj1FBfb]

Did you drop your phone at all after you updated your phone to one ui 7, if so, this has nothing to do with the update but rather your screen is most likely bent and the Ribbon cable of the device may be damaged, or the connector of the screen may also be damaged. I had the same issue with my A14 after dropping my phone on the ground.

[Members_sj1FBfb]

I will might as well not use my A14 as there is no point, I would rather just buy a samsung galaxy a36. It is one of the best phones you could ever buy

[Satcom]

Same here(4G)!!!! 

[Members_r9To1G8]

Actualy I am testing without charging. And all day I hadn't had any issues. I also set alarms for like 1-2-3 hours so that the phone can "rest" and then wakes up itselft as usually that was the trigger for the issue. All day no problem with several test (the phone was not used yesterday, so its just sitting next to me). 

However yesterday night I set an alarm for today morning, so the phone got like 9 hours of rest, and then the alarm goes off, I can turn it off, but then I can not unlock the phone as again the screen doesn't respond to upswipe. So again the issue is there. But pushing the power button to send it sleep and then waking up again solved the issue. I mean I could live with this... at least till Samsung fixes in a few days, weeks. 

[SteveTu]

I got a reply regarding my 'fault report' posted on the Samsung Members app yesterday. I can't post the full transcript, so this is an extract (it is selective in a way, but the Samsung comment re it being a known fault since the rollout is repeated):

'...

Apologies for the delay, Steve. If you're still experiencing this, please arrange an inspection on the phone. You can arrange this by going into the Members app > Support (bottom right) > Find a service centre. ^AM
08/09, 11:57
[Settings/System]
What did the logs show?
I find it difficult to believe that suddenly, after android 15-UI 7 rollout, that my phone developed a physical hardware issue at the same time as quite a few others developed the same issue on their phones.
08/09, 12:01

Hello Steve,

Thank you for your patience while we looked into the problem you reported with your Galaxy A14 after the One UI 7 update. We completely understand how frustrating it must be to have your screen be unresponsive, and we appreciate the detail you provided. It really helped our experts in their review.

Our team has confirmed that this is a known issue affecting some Galaxy A14 devices following the UI 7 update. It appears to cause the screen to become unresponsive, particularly after using fingerprint unlock, and sometimes requires multiple restarts to recover.

...'

They did offer advice on clearing cache (which I think a few tried - I had already), but for me it was difficult to know if that worked as it was part of a reboot anyway - and reboots for me temporarily mitigated the touchscreen problem . Their main advice was to wait for a fix. No timeframe was given.

[RKate]

Thanks for all the feedback.

No difference for me between rebooting or clearing the cache. In this two cases, it works as expected, for some hours (but the issue always comeback after some hours). 

Thanks for you report ;).

From my side, i saw something ... Strange in the logcat, when the screen doesn't responds (i quickly checked the log, in debug, i'm not sur for the moment but i saw maybe an issue with the kernel / driver (?)). I will double check later if enough time (week end).

[SteveTu]

The reply was a bit frustrating as Samsung initially advocated taking my phone to be repaired - as you can see - but when challenged, the said it was a known fault. When I then challenged that and asked how a repair could then fix a software/firmware bug, they said - and I quote from the transcript:

'...

[ME] 

[Settings/System]
I'm lost. If this is a,software/firmware issue, how could a hardware repair provide a solution?
08/09, 16:05

To reassure you, our experts have confirmed this is a software issue, and the permanent fix will only come through a future software update.

The reason repair was mentioned previously is simply because we wanted to make you fully aware of all possible options. As you had sent us a few messages and logs, and we could see how frustrating this has been, we highlighted repair as an alternative in case you did not want to wait for the software update. We understand that repair will not resolve the root cause itself, but some customers still prefer to explore that option when experiencing ongoing disruption due to frustration.

At this stage, the best solution is to wait for the update to be released. We’ll continue monitoring the situation and share any updates as soon as they are available.

We truly appreciate your patience and understanding while this is being worked on, and we’re here to support you in the meantime......'

I found their response worrying in as much as they were pointing me to a (costly?) hardware fix (that couldn't resolve the issue) for a known software problem.

AND still my biggest issue with Samsung is that they have not issued a corporate statement as to the cause of the issue. There will be loads of people with this issue who aren't on this forum and who don't have Samsung Members - who will still be trying to resolve this issue themselves and doing barking stuff (like getting their phone repaired!) for a known rollout issue. Annoying in the extreme. I have no issue with there being bugs in the rollout at all. Anyone who deals with software knows that as long as software is written, there will be bugs. My issue is in the reaction by Samsung. In not acknowledging the issue once they realised they had a problem, they have caused a bigger problem with their brand image, as it has exposed their woeful support mechanism.

[Satcom]

I don't know if it has already been mentioned but apart from the issue of the unresponsive touch screen the phone restarts several times a day. At first you see that the wireless connections (bluetooth and wifi) are lost and then it immediately shuts down.

[SteveTu]

Personally, if I had any symptoms that had not been specifically addressed by Samsung, I would get the Samsung Members app (if you're phone works long enough) and file a fault report (again - same proviso) to make Samsung aware - as the fault you may be getting may be nothing to do with what Samsung have identified and are providing a fix for.

I think the way to log a fault report in Samsung Members was already mentioned on this thread, but in case it's not easily found, do:

Samsung Members->Support (bottom left on my phone)-> Scroll down to Send Feedback and select.->Type a description of the fault -> Check to make sure 'Send Logs' is checked -> Send and wait for the message and logs to go.

If I've missed any stages there, I'm sure someone will correct me (moderator?)......

[Satcom]

Thanks for the reply, yes I did and yes all of this appeared right after the update.