topic Re: Double tap to wake not working properly in XZ Series

Double tap to wake not working properly

Brohken — Sat, 15 Oct 2016 20:42:53 GMT

Set the phone up and everything is great but double tap to wake works 1 out of every 5 times. Definitely something is wrong there.

With the Sony launcher double tap to sleep works fine so I don't think this is a hardware issue.

I tested this with the stock Sony launcher and Nova enabled and both have the same issue.

This isn't my phone obviously, but this is similar to how my phone is behaving: https://www.youtube.com/watch?v=iukYtlqDww4

I tried it with the phone in my hand, and also laying flat on a table.

Re: Double tap to wake not working properly

Uliwooly — Sat, 15 Oct 2016 21:47:46 GMT

Could you test it in >>> safe mode

Re: Double tap to wake not working properly

Brohken — Sat, 15 Oct 2016 21:54:01 GMT

Just tried it. No real change.

I know what double tap should work like because I used it in my Z3 Compact. It worked nearly 100% of the time.

Re: Double tap to wake not working properly

AntCW — Sat, 15 Oct 2016 22:07:15 GMT

I have also noticed this. Very annoying as still works perfect on my z2. It's like the sensitivity isn't set correctly. I even did a repair via pc companion but no improvement.

Hopefully software related although my first xz worked better, although it had issues with signal dropping during calls with person on other end not hearing me for a few seconds, then hearing me again.

Re: Double tap to wake not working properly

AntCW — Sun, 16 Oct 2016 10:20:10 GMT

Just to add I have also turned on double tap to sleep which works perfect every time, so seems software related.

Re: Double tap to wake not working properly

ClarkLong — Mon, 17 Oct 2016 23:15:23 GMT

How do you double tap to wake?

I've noticed that X & XZ reacts diffrently compared to the Z series.

I can double tap to wake Z series in any situation (in hand or laid on table)

While for XZ it works 100% in hand, but there are some missing out when laid on flat surface.

Re: Double tap to wake not working properly

KangYoon — Tue, 18 Oct 2016 08:54:51 GMT

Same here, my XZ is pretty impressive so far after using for a week.

But only thing is the double tap to wake not working.

Maybe only 1 out of 10 times trying worked.

I have a Screen Protector come free from local Sony distributor by the way..

Re: Double tap to wake not working properly

chunxi — Tue, 18 Oct 2016 11:41:21 GMT

same, my double tap is not working properly.

i have to tap more than 10 times for the phone to wake.

after wake, the touchscreen work perfectly and diagnostic also works.

so i think is software not detecting the double tap all the time.

Re: Double tap to wake not working properly

AntCW — Tue, 18 Oct 2016 11:46:24 GMT

Looking forward to seeing what xperia support mention on here. Although think I'll give my local support a call later, and I'll update on here

Re: Double tap to wake not working properly

ClarkLong — Tue, 18 Oct 2016 12:55:24 GMT

Oh I found the problem with mine, now it's working properly just like Z series, I had Stamina ON.

With Marshmallow, Stamina has issue with double tap to wake because Doze cut the screen standby mode for double tap to work to save battery.

Try it and give us a feedback

Re: Double tap to wake not working properly

AntCW — Tue, 18 Oct 2016 17:44:28 GMT

Thanks for suggestion ClarkLong, however stamina already off for me.

I'm in UK and called my xperia support and they mentioned if pc companion repair doesn't fix it then it's hardware issue. (I have already repaired once)

But when I mentioned if it's a hardware issue how come double tap to sleep works perfect and screen responds perfect when on they couldn't give me answer.

Re: Double tap to wake not working properly

Brohken — Tue, 18 Oct 2016 17:53:43 GMT

My Stamina mode is disabled so that's not the issue here.

Re: Double tap to wake not working properly

Brohken — Tue, 18 Oct 2016 18:01:18 GMT

Honestly Sony support is being lazy here. It's clearly not a hardware issue but a software issue. Rather than put the work in to create an internal ticket they just want you to send the phone in for 3 weeks so someone else can deal with it and confirm what we already know.

Sony needs to build a culture of people who care in their support department. That's one of the biggest weaknesses of the Xperia line - inept support people who don't care, no single global coverage to deal with (Sony US told me I have to contact Sony UK), and horrible turnaround times.

How can management continue ignoring these issues and hope to grow their mobile unit?

I dread dealing with Sony's support department and never felt that way when owning a Google, Samsung or Apple device. it's a shame too because the phones are really great.

Re: Double tap to wake not working properly

Sunking1011 — Tue, 18 Oct 2016 21:05:54 GMT

Same here, brand new XZ and double tap to wake is extremely buggy. It hardly ever works.

Re: Double tap to wake not working properly

Rickard — Wed, 19 Oct 2016 13:06:55 GMT

I'm very sorry to hear that

I've been testing this here but i've been unable to replicate this on my phone so far. Would it be possible for you to take a log from your phone after you have tried to use tap to wake without success and send that to me in a private message?

To do this:
Settings > About phone > Build number, tap 7 times on the build number
Go back to Settings and select Developer options and turn on "USB debugging". Then tap "Logger buffer sizes" and set this to "4 M".
- Turn off display and then try to double tap to wake. In case it doesn't work, turn on display by on/off button and then:
Settings > Developer options, select "Take bug report". When the report is ready (may take a minute or so) you get a notification that you can tap and share to Google Drive. Please send me a link to this file in a private message.

Re: Double tap to wake not working properly

Sunking1011 — Wed, 19 Oct 2016 14:50:27 GMT

I've found that this problem only occurs when the screen has timed out by itself. If I press the power button to turn the screen off then the double-tap to wake feature works as intended. If the device is left alone and the screen powers off by itself then the double-tap to wake takes numerous attempts.

Re: Double tap to wake not working properly

PatQQ — Wed, 19 Oct 2016 17:53:01 GMT

I have the exact same problem! I even did a factory reset.

Stamina Mode is off all the time.

I have to press the screen multiple times and hope that the screen lits up somehow.

I heard that someone had it fixed after switching for a new device with the same software Build number.

Also saw some people having the same problem on XDA.

So is it a hardware issue or software?

If it's a hardware issue, I will need to bring the phone back to the store as i just got it few days ago.

Re: Double tap to wake not working properly

AntCW — Wed, 19 Oct 2016 18:22:50 GMT

It would be great to know if hardware or software.

I have just sent Rickard a log following his mentioned instructions. It would be great if others can do the same so that it will hopefully help the root cause to be identified easier ☺️

Re: Double tap to wake not working properly

AntCW — Wed, 19 Oct 2016 18:28:43 GMT

@sunking101 I have also found it works better as you mention when trying to wake after turning screen off with power button.

When screen goes off by itself, maybe it goes into a deeper sleep making it less responsive?

Re: Double tap to wake not working properly

Brohken — Wed, 19 Oct 2016 19:59:00 GMT

I have also sent Rickard a log.