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useraT8r26dE0f
Asteroid

Chromebook plus touchscree-issue

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Please take a look at this vid. https://youtu.be/h4K7xl01UB8 (NOW: working video!!!)

 
This is my CB+ going nuts. It acts as if someone would use the trackpad extensively while I don't do anything. Seems it is falsely registering input all the time. Restart fixes issue for some time. Then randomly starts again. What is happening, and how can I fix it? 
 
Edit: it is a touchscreen issue. what it's doing in the vid is pinchzooming wildly. any guess what's the problem?
 
Edit 2: Over at the google forum someone noted that users had similar issues after cleaning the screen with a spray or liquid. This device has not been cleaned. No liquid has yet touched the surface of the screen.
Screen going wild with pinchzoom, while I do nothing. Any ideas?
1 SOLUTION

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Samsung Moderator
Samsung Moderator

Re: NEW VID: Chromebook plus major issue (touchscreen???)

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Can you guys shoot us a private message with your full model and serial number? Thanks.

 

 

 

**Edit to add solution to post. The fix for this issue is currently service repairs. You can message any of the mods for more details. Smiley Happy

 

Send a message to Cole: http://bit.ly/2igAXKH
Send a message to Jam: http://bit.ly/2ihPL97
Send a message to Gill: http://bit.ly/2mcMgp1
Send a message to Michelle: http://bit.ly/2CGMMUe

 


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.

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132 REPLIES 132
useraT8r26dE0f
Asteroid

Re: NEW VID: Chromebook plus major issue (touchscreen???)

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Over at the google forum someone noted that users had similar issues after cleaning the screen with a spray or liquid. This device has not been cleaned. No liquid has yet touched the surface of the screen. The errativ behaviour started while watching a video on amazon prime (probably not connected Smiley Wink )

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Samsung Moderator
Samsung Moderator

Re: NEW VID: Chromebook plus major issue (touchscreen???)

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The screen doesn't look like it may be damaged in any way, correct?


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.

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useraT8r26dE0f
Asteroid

Re: NEW VID: Chromebook plus major issue (touchscreen???)

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No, no damage at all. Some fingerprints, that's all. Also even hardware reset and Powerwash did not work.

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Samsung Moderator
Samsung Moderator

Re: NEW VID: Chromebook plus major issue (touchscreen???)

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Can you guys shoot us a private message with your full model and serial number? Thanks.

 

 

 

**Edit to add solution to post. The fix for this issue is currently service repairs. You can message any of the mods for more details. Smiley Happy

 

Send a message to Cole: http://bit.ly/2igAXKH
Send a message to Jam: http://bit.ly/2ihPL97
Send a message to Gill: http://bit.ly/2mcMgp1
Send a message to Michelle: http://bit.ly/2CGMMUe

 


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.

Reply
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simonhpearce
Constellation

Re: NEW VID: Chromebook plus major issue (touchscreen???)

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I have the exact same issue with mine.

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usera9iEXAVBP4
Constellation

Re: NEW VID: Chromebook Pro major issue (touchscreen???)

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I bought my CB-Pro on 6/1.  This same problem started for me about 2 weeks ago.  I was able to make the screen stop moving up and down by putting my finger on the touchscreen and "holding it down."  I could still read documents one page at a time, albeit while highly annoyed.  Now, the problem has progressed to where my CB-Pro is unusable.  Not only does the page bounce up and down uncontrollably, but ads along the side of webpages are being ghost clicked and opened in a separate tab.  Last night, the ghost clicking starting spawning browser tabs uncontrollably.  It went to over 100 tabs before I rebooted the machine. My CB-Pro is in perfect condition, I have not washed the screen with liquids, etc.

 

About 30 minutes ago, I started instant messaging with a Samsung person (his chat # 4295623061) and asked if Samsung was aware of this problem and working on a solution and he said Samsung was NOT aware of this problem and that NO ONE had reported this issue to Samsung at all.  That answer made me sick to my stomach since, after "sales tax, fees, and surcharges" and shipping, I (over)paid $603.61 for this!!!

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usera9iEXAVBP4
Constellation

Re: NEW VID: Chromebook Pro major issue (touchscreen???)

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So, has anyone experiencing this touchscreen trouble and has posted to this forum been helped?

 

The only solution that I have seen is to get a new Chromebook Pro (or Plus) with a later build.  Is that the only solution to this problem that has worked?  I was hoping, perhaps, an update would be sent out and would fix all.

 

Has anyone tried switching from the Stable channel to either the Beta or Dev channels?  If this is an OS issue and not a hardware issue, maybe the problem has been fixed in one of these channels but has not made it to the Stable channel yet.

 

 

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usereZh8HaCL2c
Constellation

Re: NEW VID: Chromebook Pro major issue (touchscreen???)

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 Just to let everyone know: I sent in my Chromebook plus for this exact issue in may. When I got the CB plus back NOTHING had been changed, nor did I receive a replacement as I had the same hairline scratch on the bottom. It was stable for a couple weeks, then in front of a client my screen starting going ghost touch all over again in tablet mode. It might possibly be a software issue as I have not experienced the problem since updating to beta chanel version 60. However, I feel like I have a $420 dollar brick as I don't know when to expect the screen to freak out next.

 

If a rep is reading this, refer to ticket 4142420936 

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Samsung Moderator
Samsung Moderator

Re: NEW VID: Chromebook Pro major issue (touchscreen???)

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Hello usereZh8HaCL2c, please send us a private message so that we can look into this for you: http://bit.ly/2mcMgp1

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