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

[Sino1985]

Guys,

there is a way to Do it without repair, but for sure only an emergency solution. Easy as following:

As soon as the Display has shut off, but the call is ongoing, you can push on the right hand side the centre silver Button several times, until the camera gets activated. Then you have to touch the lower right hand side square to jump into the apps overview. In the menu you can now vibe away all the apps until only the call will be shown minimized in the top. There you can touch "end" and IT is done for you.

Never the less, the repair solution is mich better. 

Second way is to attach earphones or Bluetooth Headset. Then the Display is remaining in touchable condition. 

God save everyone from a broken ear sensor 😍🍻🍀

[Jonas]

Hi @Helos126, sorry to hear about this.

Have you tried the other troubleshooting that I have posted in this thread? If you haven't done that, you can find it on the link below.

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

Let me know how it went!

@Sino1985, that's a great suggestion!

It almost seems as annoying as the sensor not working though, so it is as you wrote, only really worth it for very important situations!

As you wrote, when using a headset (wired or Bluetooth) the proximity sensor is not activated, it's only turned on when making a phone call when you don't have a headset connected.

Thanks again and have a great day!

[axlRose62]

Hello,

I got second-hand Sony Xperia Z5 Premium. And I have the same problem, but I can't solve it. When I call or somebody calls me my screen goesns off black and I can't turn it on until the call ends. My phone has no protector or case. I tried with Sony Mobile Software Repair but it didn't work. Please help me solve that issue.

[kellymark]

Phone goes black can't put on speaker, cancel anything.  No response from your advisors about what to do if proximity sensor doesn't work when testing?  Can you not disable this proximity sensor?

[Jonas]

Hello everyone!

Sorry for the late reply, I have been out of office due to vacation.

@axlRose62, how does the sensor react when you do the proximity test found in Settings > Support > Xperia tests > Ear proximity? Is there any change when covering the sensor?

You an also make sure that the top of the display it not dirty or there is any moisture covering the sensor by just wiping it off with a clean cloth.

If the sensor still isn't working, the device will need to be examined at an authorized service centre since it's related to the sensor being defect. Your Local support team will assist you further with this matter and answer any questions you may have regarding warranty and so forth.

@kellymark, if the sensor isn't working in the test, have you made sure that nothing is covering the sensor, for example a screen protector or cover? Since the sensor is a hardware feature, it can't be disabled.

Keep me posted!

[John-scott-10]

Hi there I have an xZ1 and I purchased a phone holder which can be mounted to my bike but its causing the proximity sensor to cut in and turn my screen off during calls can I turn this off? The point of the case is to keep water off the phone thanks in advance 

[Jonas]

Hi @John-scott-10, welcome to our forum!

The proximity sensor can't be turned off, since it's a hardware feature. The normal norm is that the screen should turn off when the sensor is covered, by in most cases your ear. The sensor is not active when using a headset (Bluetooth or wired) or when the device is on speaker phone.

If there is no cut out for the proximity sensor in the case, which I doubt it is in your since it's supposed to protect from water, this will unfortunately occur and there is no setting to change this in the device.

I hope that explains why it keeps occurring for you at least.

@Malik7887, is there something I can assist you with? There is no text in the body field, but please get back to me with some more information if there is anything you need help with!

[jurkkie]

I have had this phone over a year, 14 months, and now I am on the same situation as meny others

that it is very frustrating when Sony hasen't got a good solution for this problem.

Do this and that, try this and that and still the problem "Black Screen" occurs !

So this means that Sony cannot manyfacture "good phone" for cliants.

They want to sell new phones only.

I cannot understand that they cannot fix the problem ?

Is there a way to disable the proximity sensor?