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

[jurkkie]

Taking off the protecting cover help a bitt. Now the screen stays on, but screen do not come on, when takin the phone away from ear, it stays black.

Only pressing main switch twice takes camera on and you can see the screen.

[Jonas]

Hi @jurkkie, sorry to hear about this.

The sensor can not be disabled as it is a hardware sensor.

There is a few different solutions, such as the sensor being covered by a screen protector/case, dirt/moisture on the sensor, something wrong in the software, or that the sensor is defect and needs to be repaired. We will however need to do some troubleshooting to see exactly what the cause is.

To start with, have you tried any of the previous troubleshooting posted in this thread? Such as checking if there is any dirt/moisture on the sensor, a loose screen protector that slid across the sensor and is now covering it?

Let me know if any of the previous troubleshooting in this thread has helped!

[jurkkie]

Hello, Joonas !

Again speculations ! There are hundreds of people who has the same problem and you do not want

to tell us the real reason.

If you have to clue the display for new, why Sony isn't telling it to us. Only, that it is a mechanical problem.

how Sony can offord this kind of play !

[Jonas]

Hi again @jurkkie,

I'm not sure what "real" reason you are looking for it, it's quite obvious what the causes are. Sensor is covered by a screen protector or a case, there is dirt/moisture on the sensor that needs to be wiped clean, there is a downloaded application causing this behaviour, there is something wrong in the software, or it's caused by the hardware in the device.

All of them can be cause of the sensor not working correctly and you and other users experiencing this behaviour. I have helped numerous of customers and most of the time it's a screen protector that is not made for the specific device and there is no hole for the sensor.

I don't work with repairing Sony Xperia devices as we have service centres for that, so I'm not sure exactly what they do at the service centre to repair this and if the sensor is connected to the actual screen, or if it can be replaced as it's own spare part.

[0range1968UK]

I own a Sony Xperia XZ  & found the  'Sony Ear Proximity' test here:

Settings > System > About phone > Support > Xperia Tests > Sensors [@bottom] / Ear proximity 

but even after making sure there is no dirt around [#6 in pics] sensor  or screen protector -as it's only recently started doing it..  I just wish Sony would put a 'screen stays on'  tick box -in the software..

as i can't end a call or if no one answers -i have to wait until the answering machine runs out of time or the call ends?  someone bum called me and i couldnt do anything except failingly shout at them  seems a design fault that a lot of people have a problem with.   0range.

[Tkazi]

My phone locks the screen when I'm on a call please assist to remove this function 

[Jonas]

Hi @0range1968UK, sorry to hear about your Xperia XZ.

It's a hardware sensor that controls this feature and that will turn the display off when it's covered by in most cases, your ear and when it's not covered by the ear it will turn the display on. This is the intended behaviour when the sensor works, but in your case, the sensor does not work and as soon as you place a call or receive a call, the sensor thinks it's covered and turns the display off until the call ends.

If you click the link below, you will find troubleshooting for this.

/t5/Xperia-XZ-Premium/Screen-turns-off-when-making-a-phone-call/m-p/1360305#M16599

@Tkazi, this feature can't be turned off as it is a hardware sensor that controls this function.

Have you taken a look at the troubleshooting that I have previously posted in this thread? If you haven't done that, please do and start with making sure the sensor is not covered by a case/screen protector and that there is no dirt or moisture on the actual sensor.

Keep me posted!