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Why is this happening?

GM Engineers chose to use a Gel substance to bond the touch glass to the outer plastic on the touch screen.

Sadly, this gel dries out after a couple years and gets hard or evaporates. 

With the gel hardened or missing, touches are no longer registered by the system. Sometimes, there is a cracked appearance and random or erratic touch response. 

The only permanent fix is to install a gel-free touch screen. Watch the video below to see the issue in HD resolution.