The touchscreen is completely or partially irresponsive or insensitive

• Make sure that you are using your device at a room temperature. Touchscreens work best at ambient temperatures between 0°C and 35° C. Overly high or low temperatures may cause your device touchscreen to fail to work properly.

• Press and hold the Power button for more than 10 seconds to force restart your device, and then try again. If the issue persists, take your device and proof of purchase to an authorised Huawei Customer Service Centre for assistance.

For devices running EMUI 11.0, press and hold the Power and Volume down buttons simultaneously for more than 10 seconds to force restart them.

Use the troubleshooting feature in the Service app to check for touchscreen issues.

• If the diagnosis indicates an issue with the screen, back up your data and take your device and proof of purchase to an authorised Huawei Customer Service Centre for assistance.
• If no issue is found, read on for further instructions.

The diagnosis items in the Service app may vary with device models.

The touchscreen jumps or experiences ghost touches

• If the issue occurs only when your device is charging in a certain place, the voltage of the power supply may be unstable. It's recommended that you switch to a power supply with a stable voltage.
• If the issue occurs only when your device is charging via a third-party charger or data cable, replace the charger or data cable with a Huawei standard one. It's also recommended that you remove the device's protective case to address the issue.
• Ensure that there are no sources of electromagnetic fields nearby, such as microwaves or electromagnetic ovens. Otherwise, the touchscreen may jump randomly.
• Swipe down from the status bar to open the notification panel or search for and access NFC in Settings, and check whether NFC is enabled. If NFC is enabled, your device will automatically open certain apps when it detects NFC devices.
• Check whether a one-touch screen lock app is installed. Some third-party one-touch screen lock apps may be incompatible with your device's lock screen, causing the screen to respond inaccurately. For example, the screen may jump to the lock screen or camera screen. In this case, uninstall these third-party screen lock apps.

If the issue persists

Back up your data and take your device, charger, data cable, and proof of purchase to an authorised Huawei Customer Service Centre for assistance.

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