On-screen buttons getting pressed during calls

[Narada]

Hi all,

First post here. I just bought my z2 and I absolutely love it but am deeply disheartened and concerned by one problem I'm having which pretty much is the most important thing I need.

Almost every time I make a call - the mute, speaker, end call or other buttons get pressed while I'm talking. I've tried to make sure that the proximity sensor is covered by my ear and it still happens. I've also run the diagnostics and although they pass I've noticed that the vibration for the proximity sensor test does not always stay on if I put the phone up against my ear and move it around. Eventually the vibration turns off and some on screen buttons are pressed.

Is this a problem with only my Z2 or a design fault. I'm gravely concerned that replacing it with a new one is going to cause the same issue. For a phone that cost me an arm and a leg I wasn't expecting problems that I never had with any other phone.

Please help.

Thanks.

[_alexdon_]

Boot the phone in safe mode,see if the same occurs:

http://talk.sonymobile.com/t5/FAQ/How-to-boot-your-phone-into-safe-mode/m-p/348008

[Sam]

Hi Narada and welcome to the community! Since you're new please be sure that you have checked out our Discussion guidelines.

When you are moving it around, is the proximity sensor staying covered? If it is being moved to the point where the proximity sensor is not being covered then this will cause the display to stay lit up.

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[biistu]

I have also noticed this. I should be able to move the phone while speaking as I am not a statue.

[Narada]

Hi Sam. The first few days I didn't know where the proximity sensor was so I wasn't conscious about whether it remained covered or not. Then I read the manual and from that point on I've been a lot more careful but it still happens. I think one problem is that the sensor is shifted to the left side of the phone which makes it almost inevitable that it will become uncovered. I've also today turned off the 'double tap to turn on' feature and am testing whether that affects the problem. Will keep you guys informed. It makes me sad as everything else about this phone is perfect. I just can't talk to people with it.

[stu_m]

Im also experiencing this problem too 

I have turned GPS on bluetooth on set events in calendar and all sorts!! 

during a call the phone NEVER lights up though so I know the proximaty doesnt get uncovered! 

I have noticed it more when someone rings me rather then when I ring someone! 

[Shade]

I'm also having this problem, taking and making calls from this phone is becoming a real nuisance as I am muting myself and putting people on hold multiple times during call. Please find a fix.

[Narada]

Hi Sam.  

A few more details for you.

I recently purchased a 'Sony SBH-80 Stereo Bluetooth Headset' in the hope that it would allow me to continue using the Z2 that I love to make calls without the buttons being pressed accidentally. And it helped to some extent. But I noticed that when the phone was in my pocket during a call buttons got pressed anyway even when the screen is off. I would have to take it out of my pocket and unpress them and then put it back in my pocket with the screen facing away from my leg. And when I'm not making a call my phone is constantly trying to make emergency calls to random numbers pressed from within my pocket. All this is a real pain.

Also I noticed one more thing. When buttons get pressed during a call the screen does not light up. I'm watching the screen from the corner of my eye during calls and it remains black. But still the buttons get pressed. So my guess is that the screen is sensitive to touch even when turned off by the proximity sensor. Of course there are situations when the screen does light up sometimes and then buttons get pressed as well and this is because the sensor is too far to the left.

All in all having spent £600 ($1000) on the Z2 and accessories I'm very sad and disappointed that I cannot make calls. I would really appreciate some feedback from staff on whether you are looking into this problem and are looking to provide a software patch to make the screen totally insensitive to touch when sensor is triggered.

Thanks.

[stu_m]

I feel I must drag this up again too 

I have just been on the phone and managed to put the phone in to airplane mode which involves a lot of key presses to do!! 

this ended the call straight away which I wasnt happy about at all 

[a6rnh]

Are you using a screen protector? These used to cause the exact same problem on my nexus 4..