This article helps troubleshoot the touchscreen not responding on your Motorola Moto Z3 Play

You may have touchscreen issues if your phone:

• Screen doesn't respond to your touch
• Freezes

These steps help identify and resolve the underlying cause. After completing each step, test to see if the issue is fixed. If not, continue to the next step.

1. Verify if your screen protector or protective case is interfering with the touchscreen.

   Sometimes, the thickness or texture of a screen protector or the pressure of a protective case affects the touchscreen's performance.

   Try removing any screen protector or case, and test to see if your issue is fixed.

   Caution: Some screen protectors may not reapply properly.

   Note: Use only Motorola Moto Z3 Play compatible protective cases.

2. Perform a soft reset.

   A soft reset deletes any temporary files that may be causing the issue.

   1. Turn off the device by pressing and holding the Power/lock key, then tap Power off.
   2. Wait 10 seconds.
   3. Turn the device back on by pressing the Power key.


3. Identify if the operating system is affecting touchscreen functionality.

   If these steps don't solve your issue, a broader performance issue may be the cause.

   If possible, troubleshoot performance issues.

4. Perform a hardware factory reset.

   Note: A hardware factory reset will erase ALL information on the phone! Any information that is not backed up online or to the SD card will be PERMANENTLY LOST.

   Perform a hardware factory reset.

Note: To optimize device performance, be sure your Motorola Moto Z3 Play is running the most recent device software. Check for software updates.

If you're still having issues, please try the Sprint Community pages or make an appointment at a convenient Sprint Repair center for more help.