Soon after the Lumia 535 was released users started complaining about touchscreen problems that they were facing on the device. Microsoft was quick to explain that this wasn’t a hardware issue and that it could fix things through a software update. So it released a software update but it doesn’t look like the update did the trick because the company is still trying to bury these problems once and for all.

A PR representative for the company went to great lengths to explain the steps that Microsoft has taken to fix these problems on the Italian Microsoft Mobile forum. The representative acknowledged that the OTA update deployed in December 2014 failed to fix the issues for all users.

It was further added that Technical Operations Team based in Finland as well as the engineering teams in U.S. and China are investigating the matter as “urgent priority,” and when the root cause has been identified information about the new course of action will be revealed, whether it will be fixed through a software update or hardware tweaks at an authorized Care Point.

The PR representative goes on to add that the company takes matters like these very seriously and that teams are “working frantically” to fix these problems for Lumia 535 customers.

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