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

[Leye]

Yes with cut out 

[Jonas]

Hi @Leye, I'm not quite sure that I understand your question, could you please elaborate a bit?

Thanks in advance!

[Alias867]

Hi,

Have had a problem with the screen going off while on call BUT just got the perfect solution by removing the screen guard which I had replaced yesterday.

Thanks for your support

[Jonas]

Hi @Alias867, you're very welcome!

It's very important that the screen protector is made for the device that you are using so the cutouts for the speakers, sensors and so forth are in the correct place, otherwise they may be covered and not work properly!

Let me know if there is anything else I may assist you with and have a great day!

[pal_stephen]

Hello,

I have My Xperia Z3 for just over 2 years, recently, the phone's screen will turn black immediately every time when I place or receive a call, I can't do anything to get it back on until press the off button on the side many times or when the other party hang up.

I have tried to clean the proximity sensor area, take off the screen protective cover, but doesn't make any change.

I gone through the Diagnostics/ Test/Ear proximity, but as soon as the test started, before I put the phone face down to a flat surface (still face up), it vibrates.

Any clue? 

[NunoSEN2]

@pal_stephen;

Try the same test with the phone in safe mode to discard any third party app influence, if the phone behaves the same way try a software repair with Xperia Companion, if that doesn't help the next step is to contact your local Xperia Support team to get your phone hardware looked at.

[Jonas]

Hi @pal_stephen, very sorry to hear about this.

@NunoSEN2 covered it all, please follow his recommendations and see if you can get the sensor to work properly again.

Remember to create a backup using Xperia Companion before starting with the software repair using Xperia Companion as all data stored on the internal storage will be deleted.

Keep us posted!

[NormanJ]

I had the same problem with a custom android (LineOS 12.1 + OS13) and with other ROMS.

in past, turning off the "proximity sensor" option at the phone app may have worked for alot.

But theres another black-screen trap in andriod. The "Lockscreen" options.

Especially if you use a pattern for unlock. If you using swipe for unlock everything should be fine at calls.

But with a pattern for unlock the screen, you have to look for an option called maybe "automatic lock" (sorry i use a german langsys). And it seems like that in most android roms the default automatic lock time is set to 5 secs. After that you cannot unlock as long as the call is running.

But after i´ve set this option to 10 or 30 minutes, everything is fine now for me.

Cheers

[Jonas]

Hi @NormanJ, welcome to our forum!

I'm glad to hear that you were able to solve this, however keep in mind that we do not support custom ROM's.

Have a great weekend and thanks for this information!

[Delphina1982]

What if the phone does not have sreen protector? Since I bought this phone I never fix screen protector