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Touch is not working after March update in Max Pro M2

Alankar
Star I
When I boughg new Asus Zenfone Max Pro M2 phone there was touch issue.
I requested for return on flipkart but they sent technician and he just reset the phone. Again next day touch problem occurred and technician did the same again. This return and reset process continued 5 times i.e. I put the return request on flipkart 5 times but they didn't approved the return. Meanwhile I got the next Software update on my phone and phone worked till March( When the warranty period expired). But after March update the touch problem started again. It lasted for 2 days and started working automatically. But after around 10 days the same problem occurred again. This time it didn't get resolved automatically. Then I did factory reset, no benefit of this....then I downgraded to WW_Phone_16.2017.1912.072 from WW_Phone_16.2017.1912.092
But no gain...touch is still not working ...now I installed anothet version i.e. Android 10 beta version from official Asus website. Touch still not working.
I decided to downgrade it to the earlier version i.e. WW_Phone_16.2017.1912.072
But it showed error
E3304: This package is for ASUS_X01BD devices. This is X01BD device.
Now I changed the code where it check the Device Model. It is available in Updater script file. And installed the framework WW_Phone_16.2017.1912.072 using TWRP recovery. This time touch started working.
Please tell me what is the exact problem behind this touch issue.
And please fix it in new firmware update and release as soon as possible.
40 REPLIES 40

Christine_ASUS
Community Legend II
Hi Pulakesh
Please avoid posting overlapping message, which will disturb the mods and the users to answer the question. As I mentioned in another thread: as far as I can recall, I haven't received any user reporting zero touch response issue after the firmware update in Max Pro M2 A10. Please bring your device to the nearest repair center for further device checking.
https://zentalk.asus.com/en/discussion/25349/

mukesh_mehra1
Star II
My Zenfone Max Pro M2 Touch Screen stopped working all of a sudden. Had to do recovery - Wipe Data and Wipe Cache and reboot, wherein it again started working. Afterwards an automatic notification to update firmware appeared. After updation, touch again stopped working. Before this update I was not aware as to what working firmware it was. The upgraded version is ending nos 094. In recovery there is option to Root Integrity Check, where after selecting it says, system check failed. What could be the problem? Shown it at ASUS service, they say to get screen replaced and not willing to look at the software issue.

mukesh_mehra1
Star II
Christine_ASUS

Hi Pulakesh

Please avoid posting overlapping message, which will disturb the mods and the users to answer the question. As I mentioned in another thread: as far as I can recall, I haven't received any user reporting zero touch response issue after the firmware update in Max Pro M2 A10. Please bring your device to the nearest repair center for further device checking.

https://zentalk.asus.com/en/discussion/25349/


View post
I am reporting zero touch response issue after update. It would be unfair to say on your not being aware as to any user reporting zero touch response issue. Alankar, Pulakesh and me are reporting the problem of unresponsive touch after update of firmware.

Christine_ASUS
Community Legend II
Hi mukesh_mehra1
Thank you for your asking. Kindly provide the information below so that we can better assist you.
A. Does the issue appear right after any system/apps' download or update?
B. Did the phone break or fall before?
C. Try to remove the Screen Protector if your phone has one.
D. Please try the following steps to access recovery mode for the Factory Reset:
0. Try to back up your data with USB cable
1. Power off the phone, then keep pressing "volume down key"
2. Press "power key" and stop press " power key" once you feel the vibration. Still keep pressing "volume down key"
3. Stop press "volume down key" once you enter [Android Recovery] Screen
4. Choose "Wipe data/factory reset">"Factory data reset"
5. "Reboot system now"
#Hardware Reset Guide
https://www.asus.com/support/FAQ/1006346/
Please note that once the steps are completed, all data, apps, settings and personal information will be deleted.
E. Please try SMMI test 
Calculator> type ".12345+=">SMMI TEST>Single Test>Display Test
If any of the SMMI tests fails, indicating high possibility of faulty hardware, kindly bring your device to the nearest ASUS repair center for device checking: https://www.asus.com/support/Service-Center-All-Countries/
If it is impossible to access the service center during Covid-19 period, please try Call us: https://www.asus.com/support/CallUs

mukesh_mehra1
Star II
Christine_ASUS

Hi mukesh_mehra1

Thank you for your asking. Kindly provide the information below so that we can better assist you.

A. Does the issue appear right after any system/apps' download or update?

B. Did the phone break or fall before?

C. Try to remove the Screen Protector if your phone has one.

D. Please try the following steps to access recovery mode for the Factory Reset:

0. Try to back up your data with USB cable

1. Power off the phone, then keep pressing "volume down key"

2. Press "power key" and stop press " power key" once you feel the vibration. Still keep pressing "volume down key"

3. Stop press "volume down key" once you enter [Android Recovery] Screen

4. Choose "Wipe data/factory reset">"Factory data reset"

5. "Reboot system now"

#Hardware Reset Guide

https://www.asus.com/support/FAQ/1006346/

Please note that once the steps are completed, all data, apps, settings and personal information will be deleted.

E. Please try SMMI test 

Calculator> type ".12345+=">SMMI TEST>Single Test>Display Test

If any of the SMMI tests fails, indicating high possibility of faulty hardware, kindly bring your device to the nearest ASUS repair center for device checking: https://www.asus.com/support/Service-Center-All-Countries/

If it is impossible to access the service center during Covid-19 period, please try Call us: https://www.asus.com/support/CallUs


View post
The phone became erratic.
1 Went into recovery mode - wiped cache - did Wipe data/ factory reset. Phone became okay.
2 After some time notification was there to update firmware!
3 Updated firmware and then the touch stopped working. My recollection of this update was that it was build 094
4 The issue appeared after update!
5 The phone has neither fallen nor it is broken!
6 There is no Screen protector on it.
7 In recovery mode (Android 9), option is there to do " Root Integrity Check" did that. It said " System Check Fail"
8 Went to ASUS India site downloaded WW-16-2017-1912-072-999-user.zip copied to SD Card and loaded in recovery. Touch did not work.
9 In sequence uploaded WW-16-2017-2002-073-user.zip did not work, then WW-16-2017-2005-092-user.zip did not work, then WW-16-2007-094-user.zip, which again did not work.
10 None of these updates helped and screen touch did not work. After all these updates, CACHE and DATA wipe was done, also I kept doing "Root Integrity Check" and results always were:
Error:found 93 new files, Error: found 91 lost files, Error:found 1 modified files, Error:boot NORMAL check Fail, Error:boot Advance check Fail. System check FAIL!!
11 Now the Position is, touch screen is not working and on mobile we have first page, that is the language select page. Took my mobile to ASUS service, they said screen is bad, as touch is not working, so replacement of screen is required. They did not at all look as to it can be a software issue! Explained to them the errors being reported in software but to no avail. I did not give it them for screen replacement, but had to tinker with it my self to get it on and running.
As of now I am on WW-17-2018-2004-424-user.zip which is Android 10. Its recovery does not have option of Root Integrity Check. The touch is working. After receiving your message, Did SMMI Test for Display and Touch and results are "Passed".
The path to this upgrade, to make it running was not easy, somehow it happened. If this had not worked, I would have had, had to go back to ASUS service and agree with what they would have said.
Do you still think it could be a bad screen, and soon it would reach back to being unresponsive?