Screen turns off when making a phone call

[Marc69]

Just had the new Premium and just found out that every time I make a call the screen goes off so can't do anything and the only way to finish is to take my sim out 😣 HELP

[najodleglejszy]

do you have a screen protector applied? if it doesn't have the cutout for the proximity sensor (the black oblong thing in top right part of the phone), the screen will go off during call even when you don't put the phone to your ear. if that's the case, removing the protector should fix the issue.

[Jonas · Accepted solution]

Hi @Marc69, welcome to our forum and congratulations on your new Xperia XZ Premium!

Just like @najodleglejszy explained, there is a small sensor on the phone (number 6 on the link) which is a proximity sensor that will turn the screen off when it is covered by for example, your ear. If the sensor is covered by a screen protector or in your case it's a new phone, make sure that you remove the transport film from the phone as this does not have a cutout for the proximity sensor and the phone will then act as the sensor is always covered and you have to wait for the counterpart to end the call before you can turn the display on again.

After you have removed the transport film or screen protector you can test the sensor out in the inbuilt test in the phone which you can find in Settings > About phone > Diagnostics > Test > Ear proximity to see that it's working as it should.

Let us know how it went!

[Marc69]

Thanks for yours and everyone else's help in my call problem, as you said it was there film. I'm such a fool much thanks

[Jonas]

You're very welcome.

If you haven't had a phone with a proximity sensor before it's not that easy to know about it.

Let us know if there is anything else you need help with or if you have any questions regarding your new phone!

[azzido]

I wonder why many times instead of turning the screen balck only it is locking the screen completely. Then once the call has ended I cannot just close it by clicking on the red button because first I need to unlock the screen in order to do this... Annoying.  

[Nielk]

Hi when i male a Call  and connect to a voicemail My display goes black and I cant hangup the Phone,

What can i do?

[Andyben]

If you do the proximity test, you'll notice that the sensor is quite sensitive and cuts in from around 5cm away.

[Jonas]

Hi @Nielk, welcome to our forum and I'm sorry to hear about this.

If there is a screen protector covering the proximity sensor or if there is any dirt/moisture on the sensor, it will not work correctly and the phone will think that you are still having the phone at your ear even when taking it down from your ear.

On the link below you can see where this sensor is placed on the phone (number 6)

https://support.sonymobile.com/global-en/xperiaxzpremium/userguide/overview---ki/

Try wiping this area clean with a dry cloth and make a call and see if you notice any difference when taking the phone down from your ear. You can also run the test for the sensor which you can find in Settings > About phone > Diagnostics > Test > Ear proximity.

Let me know if that helps!

[Leye]

Hat replacement will broken screen