topic Re: Proximity or light sensing problem? in Z Series

Proximity or light sensing problem?

jomanaes — Sun, 19 Apr 2015 10:42:45 GMT

Hi, my z2 phone turns black the screen while I am making a call and I can not see the options as I could do before.(for example to turn on speaker or look for a contact while on a call)
I ran all the tests, the light sensing one says that the screen should fade when I place the hand near to the sensor and this doesn't happen, not even when I completely block it.

Have tried the *#*#SERVICE#*#*, but when I test the light sensor it seems to be working as it detects different light intensities, and when I test the proximity sensor it only says is on, my guess is that it is stuck.

Can anybody help me to solve this please???

Re: Proximity or light sensing problem?

_alexdon_ — Sun, 19 Apr 2015 10:55:07 GMT

Boot in safe mode,see how it goes:

/t5/FAQ/How-to-boot-your-phone-into-safe-mode/m-p/348008#U348008

Re: Proximity or light sensing problem?

jomanaes — Sun, 19 Apr 2015 11:07:52 GMT

I tried it and nothing happened still get the problem... As soon as I press call button everything turns black and the only way to end the call is with the side power button

Re: Proximity or light sensing problem?

_alexdon_ — Sun, 19 Apr 2015 11:09:41 GMT

Do you have a screen protector or a flip case?

Re: Proximity or light sensing problem?

jomanaes — Sun, 19 Apr 2015 11:14:46 GMT

Screen protector has been there since I bought It and no flipcase, why should this be a problem? screen protector is well placed and doesn't block the sensor, besides the phone has been working fine for long until last week

Re: Proximity or light sensing problem?

_alexdon_ — Sun, 19 Apr 2015 11:16:04 GMT

In this case,are you willing to perform a software repair?

Re: Proximity or light sensing problem?

jomanaes — Sun, 19 Apr 2015 11:17:25 GMT

How does that affect the performance of my phone and my information?

Re: Proximity or light sensing problem?

_alexdon_ — Sun, 19 Apr 2015 11:20:07 GMT

Performing a software repair using PC Companion.The process will erase all internal memory.You might need to charge your device for about 1-2 hours before so the device has at least 60% battery.

Make sure the device is not connected to computer or laptop and turned off (sometimes you have to press power button and volume up until the device vibrates 3 times or on some devices you have to press the small button near the SIM tray or on the back of the device).

Open PC companion->support zone->phone/tablet software update->repair my phone/tablet blue highlighted.Follow the steps given,do not connect your phone until prompted to press volume down while plugging USB cable. If PC companion does not start the repair process, you might need to run it in compatibility mode with Windows 7 (in some cases XP).

Re: Proximity or light sensing problem?

jomanaes — Fri, 24 Apr 2015 13:45:54 GMT

I have performed the Software repair using PC Companion and the problem persits.

Any other suggestions to try?

Re: Proximity or light sensing problem?

_alexdon_ — Fri, 24 Apr 2015 18:09:24 GMT

No,sorry. You should get in touch with your local sony team:

http://www.sonymobile.com/global-en/support/contact-us/

Re: Proximity or light sensing problem?

jomanaes — Fri, 08 May 2015 20:59:39 GMT

I have sent it to the service repair center and they send it back to me saying that the problem was solved, but it wasn't true I am still experiencing it. I am suspecting that there is an issue with the apps I am downloading because I made a call before downloading apps,to see if the phone was working, and it was working ok but after that I downloaded the apps tried to make a call after that and the screen turned black againg and I couldn't end the call...

I am definetly thinking about scrapping my phone

Re: Proximity or light sensing problem?

kaijansi — Tue, 26 May 2015 14:19:55 GMT

This problem IS NOT SOLVED!

I bought my Z2 (D6503) in 03/2015, updated it to Lollipop 5.0.2 immediately at the very first start up. I have the exactly same problem as jomanaes: when pressing call button the screen goes black immediately, before even raising the phone to ear, therefore making the call management / call ending difficult. Requires TWO pressings of power button to wake the screen...slow and difficult. Also, the auto answer when raising the phone to ear does not work (is selected from settings), which speaks of error in the proximity switch.

I have run all possible tests and suggested solutions: *#*#SERVICE#*#* proximity switch test shows "on" within a second of starting the test and the switch stays on, like jomanaes says, is stuck. The diagnostics in "about phone" - "troubleshooting" - "tests" - "ear proximity" gives similar results: indicative vibration starts immediately when starting the test and remains on until finishing the test.

I have already reinstalled the software via PCC (selected the blue highlighted option of faulty software). I also tried the boot in safe mode: the problem remains and all the diagnostics and tests give the same results.

It's a pity to have this type of bug in an otherwise perfect phone. Any new ideas or suggestions???

Re: Proximity or light sensing problem?

jomanaes — Tue, 26 May 2015 18:55:37 GMT

I have shipped it (for the second time) to the Sony Repair Centre in the UK.

I picked it up today, seems to work for now but I haven't installed any apps yet (I am affraid to install them) I hope it doesn't crash again when I decide to install whatsapp.

Last time, after I installed whatsapp the problem started to occur.