A customer brings in a mobile device that was accidentally submerged in water. The device will power on, but the touchscreen is unresponsive. After verifying that no other physical damage is visible and that the device is out of warranty, what is the BEST next step to resolve the issue?
Perform a factory reset to eliminate any system errors causing the touchscreen to be unresponsive.
Disassemble the device to inspect for corrosion and residual moisture, then clean and dry the interior components.
Update the device's software to the latest version to rule out firmware issues.
Replace the touchscreen immediately because it is the most likely component to fail after liquid exposure.
Disassembling the device to inspect for corrosion and residual moisture is the best next step. Liquid inside the device can cause short circuits and corrosion that prevent the touchscreen digitizer from functioning. Opening the device allows the technician to dry the internal components and clean any corrosion before deciding whether parts need to be replaced. Updating software, performing a factory reset, or immediately replacing the touchscreen might not address underlying hardware damage caused by the liquid exposure.
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