Broken screen, need to hard reset but can't use screen

[Timtamman]

Hi there, 

I have just cracked the screen on my z5 and the top half doesnt respond to touch anymore. 

I have a replacement under insurance and am up and running with the new one but I cannot find a way to do a hard reset to remove all of my data before i send it back to telstra for refurbishment.  

I want to keep my data private as you can understand and would just like to know if there is a way to do a factory hard reset from the physical buttons only as I cant turn the phone off, or reset it from the screen. I can only use the bottom part of the screen below the restart window...

I have tried to connect to my macbook to use the sony xperia software but I still cant get in unless I unlock the phone, which I can't do either.. Very frustating.

If anyone can shed some light on a way to do a reset would be greatly appreciated.

Thanks!

[Stephiee]

Hi @Jonas

Mine is not hanging.  The screen is just not working. With the crack, it is as if the outer screen does not "touch" the inner screen. Would I need to replace the whole screen (inner and outer screen)? Not sure how it works... Its really expensive to replace. I would rather opt for a cheaper samsung then...

[Jonas]

Hi again @Hobyar, sorry for the late reply.

Thank you for clarifying that!

There is no such option in Xperia Home, but I will make sure to forward your feedback internally and if you are looking for a launcher that have this feature, you can always have a look in the Google Play store and see if you can find one that suits you. It should be enough if you search for "Launcher".

Thanks again for the feedback!

@Stephiee, Oh I see, sorry to hear about what has happened.

Before the device has been examined at an authorized service centre it's hard to say exactly what needs to be changed and since the cost varies between markets/regions it's hard for me to give you an estimated cost for the repair, but you can always get in touch with your Local support team and see if they are able to do that for you. They can also help you with creating a service order, or inform you of the closest repair centre in your area.

If you can still see something on the screen and you want to create a backup, or transfer the data to a new device, please take a look at the link below.

/t5/FAQ/How-to-perform-a-backup-transfer-data-when-the-touch-screen-isn/m-p/1212631

I hope that helps!

[T551]

Hi wonder if you can help me, I have no access to my screen at all it's shattered into tiny pieces but internally everything is working, I need to send it back to place where I bought it but need to factory reset it, is there any possible way this can be done . 

[Jonas]

Hi @T551, sorry for the late reply.

You can always perform a software repair using Xperia Companion even if the device doesn't boot up, or you can operate it.

/t5/FAQ/How-to-perform-a-software-repair-with-Xperia-Companion/m-p/1103057

Make sure that the device is powered off and not connected to the computer > click on "Software repair", check the little box in the bottom left corner > Next and follow the on screen instructions.

Do note that the repair will delete all data stored on the device.

I hope that helps!