topic Re: Screen Contrast vary randomly when switching on and off the screen after updated to 35.0.A.1.297 in X Series

Screen Contrast vary randomly when switching on and off the screen after updated to 35.0.A.1.297

mbv041080 — Mon, 21 Nov 2016 01:29:59 GMT

Sometimes when I switch off the screen and then turn it on again, the screen contrast would become dimmer then before randomly, then I switch it off again, wait for a few seconds then turn it on, the screen contrast would return to normal randomly, not everytime. This annoying issue appears after I updated to 35.0.A.1.297. I had already turned off the adaptive brightness but no use. Sony would you please help to identify the issue and fix it in the next firmware update?

Re: Screen Contrast vary randomly when switching on and off the screen after updated to 35.0.A.1.297

Jonas — Mon, 21 Nov 2016 16:40:16 GMT

Hi @mbv041080, I'm sorry to hear about that.

Did this start to happen directly after the update was installed or was there a few days after you installed the update? If there was a few days after the update was installed?

I would recommend that you reboot your phone safe mode to see if a third party application is the cause of this behaviour.

Let me know how it works in safe mode!

Re: Screen Contrast vary randomly when switching on and off the screen after updated to 35.0.A.1.297

mbv041080 — Tue, 22 Nov 2016 00:14:18 GMT

This started directly after the update was installed.
I'll try the safe mode then...

Re: Screen Contrast vary randomly when switching on and off the screen after updated to 35.0.A.1.297

mbv041080 — Tue, 22 Nov 2016 01:12:55 GMT

I tried safe mode already and the screen contrast still becomes dim after switch it off and on randomly.
I hope this is just a software issue rather than a hardware defect.

Re: Screen Contrast vary randomly when switching on and off the screen after updated to 35.0.A.1.297

Jonas — Tue, 22 Nov 2016 12:08:31 GMT

Thanks for the update!

I just tried this one a Xperia X Performance with the latest software installed and I did not experience the same behaviour when I turned off and on the display.

I'd recommend that you perform a software repair using Xperia Companion. This will delete all data stored in the internal storage of the phone so I recommend that you backup using Xperia Companion before you perform the software repair.

When you have completed the software repair, try turning the display off and on before you restore the backup.

Please keep me updated!

Re: Screen Contrast vary randomly when switching on and off the screen after updated to 35.0.A.1.297

mbv041080 — Wed, 23 Nov 2016 12:49:28 GMT

I did a software repair and then used it for a whole day, I didn't notice the issue anymore.

Thanks Jonas & Sony.
Now I have to figure out that which app causes this issue......

Re: Screen Contrast vary randomly when switching on and off the screen after updated to 35.0.A.1.297

Jonas — Wed, 23 Nov 2016 13:38:20 GMT

Thanks for the update, I'm glad to hear it's working now.

It's most likely not an application that was the cause of it not working correctly since you experienced the same in safe mode prior to you performing the software repair. It sounds more like something may have gone wrong with the update and the software needed to be reinstalled.

Let me know if there is anything else I can help you with!

Re: Screen Contrast vary randomly when switching on and off the screen after updated to 35.0.A.1.297

mbv041080 — Thu, 15 Dec 2016 17:26:12 GMT

Update again...

The issue appeared again in last few days before and after I updated to android 7.0, so I sent the device to service centre, and have to wait until next Tuesday...
(now using m4 aqua

Re: Screen Contrast vary randomly when switching on and off the screen after updated to 35.0.A.1.297

Jonas — Fri, 16 Dec 2016 15:41:17 GMT

Hi again!

I'm so sorry to hear that.

I hope everything works out with the repair so you can enjoy a phone without troubles as soon as possible.

Let me know if there is anything else I can assist you with and have a great weekend!

Re: Screen Contrast vary randomly when switching on and off the screen after updated to 35.0.A.1.297

mbv041080 — Thu, 29 Dec 2016 00:31:19 GMT

Updated.

The issue appeared AGAIN and AGAIN after I sent the phone to service center and collected it TWICE.

1st time, I was told that the phone was flashed a "new" firmware (same version as I updated before) then nothing wrong with the hardware;

2nd time (yesterday), I was told that the light sensor had been "calibrated" and the phone, again, was flashed a "new" firmware (exactly the same version), and then nothing wrong with the hardware.

Both time when the phone was getting warm, I turned the monitor off, used my palm to rub the monitor off to get rid of fingerprints, then turned it on, the contrast and color of the monitor would become dim and dark randomly.
Besides, I've found that the LED indication of proximity sensor was turned on when I turn off and on the monitor without unlock the screen. (I saw a little red LED that on the right side of the light sensor in a complete dark environment without any light)

M4 Aqua does not behave the same as this X Performance, both the screen contrast issue and the indication of proximity sensor, eventhough I installed the same applications to these two phones.

I'm tired for exchanging phones already, Sony would you please help this frustrated customer to find out the answer?

Re: Screen Contrast vary randomly when switching on and off the screen after updated to 35.0.A.1.297

Jonas — Tue, 03 Jan 2017 12:41:48 GMT

Hi again!

I'm sorry for the late reply, I have been out of office due to vacation and I'm sorry to hear that the troubles have started again.

Is the phone updated to Nougat now or are you still running Marshmallow?

I have tried to replicate this behaviour on 3 different Xperia X Performance running Nougat, but I didn't experience the same troubles that you have.

Is there any difference if you don't "clean" the screen before turning it on again?

How often would you say this happens after turning the screen off and on again, is it a few times per day or more often than that?

You can also test the Light sensor in the phone, to do that go to Settings > About phone > Diagnostics > Light sensor, cover the top part of your screen while in test and the displayed picture should fade.

You can do the test whenever you like, I would recommend that you do it directly after you experience the troubles with the screen being dim and going darker.

Let me know how it goes and once again I'm sorry for the troubles with your phone.

Re: Screen Contrast vary randomly when switching on and off the screen after updated to 35.0.A.1.297

mbv041080 — Thu, 05 Jan 2017 18:42:56 GMT

Hi Jonas,

Thanks for the reply, at last I sent the phone to the service center 4 times, I wrote 3 complain e-mails to Sony mobile HK, and complained by phone to Sony mobile HK hotline for the poor repair service provided by Sony mobile HK's outsourced service center which is named TELECOM SERVICE ONE HOLDINGS LIMITED. (TSO for short)
(btw the receipent of the complain e-mail didn't know that the service center is outsourced, claimed that it is hold by Sony and just copy-and-pasted the "model answer" in every reply...sigh)

3rd time, the screen was replaced after Christmas holiday but the replacement was another defected item with totally different issue(a black mark on the screen).
The issue of screen contrast was still there but the frequency was dropped (from "4~5 times per day" to "once per day") . Due to the defected screen, I had to go to the service center again on 2nd January.

I got it back yesterday, now the phone on my hand seems no problem right now. It is running 7.0, the color contrast is normal no matter I "clean" the screen or not before turning it on. I hope that I won't have to sent it back to the service center again as I am really tired for changing phones.

Re: Screen Contrast vary randomly when switching on and off the screen after updated to 35.0.A.1.297

Jonas — Tue, 10 Jan 2017 13:43:05 GMT

Hello again!

I'm so sorry to hear about this.

I just want to confirm, after the latest repair the phone is now working correctly, and you are not experiencing the same behaviour as previously? If so, I'm happy to hear that.

I'm afraid I won't be able to assist you with market specific questions such as which service centre is being used in a specific market and the guidelines for these service centers, I work globally but I'm located in the Nordics and this vary between markets.

For market specific inquires I would recommend getting in contact with your Local support team.

I'm very sorry for all the troubles with having your phone repaired and I hope that everything will work to your satisfaction.

Please let me know if there is anything else I can assist you with!

Re: Screen Contrast vary randomly when switching on and off the screen after updated to 35.0.A.1.297

mbv041080 — Wed, 11 Jan 2017 05:37:39 GMT

Hi Jonas,

The phone is now working correctly without any problem.
Thank you.

Re: Screen Contrast vary randomly when switching on and off the screen after updated to 35.0.A.1.297

Jonas — Thu, 12 Jan 2017 13:16:19 GMT

Thanks for getting back to me!

I'm extremely happy to hear that!

Once again, I'm very sorry for all the troubles that you have been experiencing up to this point.

If there is anything else I can help you with, let me know or create a new thread on our forums and me, my colleagues and the members of these boards will do our best to help you!