Black screen during calls

[bostjanv]

Hello,

I'm experiencing the following frustrating fault:

when I start a call the screen goes black, and if I want to cancel the call (to make it stop ringing), I press the power button on in order to light up the screen again; but nothing happens. No matter how many times I press the power button, there is no response. Am I doing something wrong, or is this a bug?

Regards,

bostjanv

[Didrik]

Hi @bostjanv,

Sorry to hear about the trouble you are having with your phone.

What you are describing sounds like there might be something wrong with the proximity sensor in your phone. This sensor is intended to disable the display when covered (for example when holding your phone to your ear) so that you don't end the call by mistake.

There is a test in the phone I would recommend that you check out. Go to Settings > About phone > Diagnostics > Test > Select the Ear proximity test. The test is designed so the phone will start vibrationg when the sensor is active (covered). Does your phone start vibrating directly when starting the test? If so, do you have and display protector or cover on your phone? Try removing this and try making a call, is there any change?

Let me know how it goes!

[Bpt]

I'm having the same problem and it appeared after the last update so it's nothing wrong with the phone. It must have something to do with the latest software update, so Sony that have to be fixed Now! because it's very annoying.

[Didrik]

Hello and welcome to the forum @Bpt,

This isn't something general that I've heard of for the Z1 Compact, as far as I'm aware this phone model also received it's latest update quite some time ago.

Have you tried out my previous suggestion in this thread? How did your phone behave after you started the test?

Let me know and I'll look further into this!

[Dazza16]

I also have this problem and can't end calls as srceen stays black and doesn't light up. I've tried the test you suggested and it vibrates continuously even when the phone is placed face down so does this mean there is a problem or is it working properly? many thanks Darren.

[bostjanv]

Hello,

Thanks for the answer. I tried the ear proximity test, and it passed ...

Regards,

bostjanv

[Didrik]

Hello again @bostjanv,

I see. Are you still experiencing the same thing happening during calls? If this is still happening and the phone passed the test I would recommend that you try rebooting your phone to safe mode. Is there any change then? Let me know how it goes!

@Dazza16, I'm sorry that you are also experiencing this. If the phone started vibrating directly when you started the test however, this is more than likely caused by hardware and not software. In order to rule that out completely I would advise performing a software repair using Xperia Companion. Note that this will reset your device and you should make a backup first.

Should the software repair not help my recommendation is that you send in your phone to have it examined by one of our authorized service centres. Service and warranty procedures vary from market to market, in order to receive information on how to proceed I'd suggest that you give a call to your Local support. Keep me posted!

[Dazza16]

I know why mines doing it. since having the screen replaced light gets inbetween the proximity sensor and the screen stopping it from working. I just hold the top where the sensor it and it works but only for a short while. but I found a quick fix for it on youtube https://www.youtube.com/watch?v=ZzbznNb-aXM going to try this. run a test and sensor is working.

[Didrik]

@Dazza16, I would not advise that you attempt to repair the device by yourself as it will most likely affect the warranty. For more detailed information regarding local warranty conditions in your area and for information on how to proceed with having your phone sent to an authorized service centre I would recommend that you contact your Local support.

But if you attempt the repair by yourself, let me know how it went!