Screen locking during a call

[MrsHardy]

I hope someone can help me. I love this phone , but the last few days it's driving me mad! 

When I make a call, as soon as I press call, the screen goes black and it won't let me do anything. I have to wait until whoever I am calling hangs up, as it won't let me do anything 

thanks in advance 

[Uliwooly]

@MrsHardy

Remove any protective case, film or glass

and test 

settings > about phone > diagnostics > test > test proximity sensor

[MrsHardy]

It said passed 

[Uliwooly]

@MrsHardy

test it in >>> safe mode

[Jake-SonyXperia]

Hi @MrsHardy,

Welcome to the community,

I am sorry to hear about this issue  

When the Diagnostics test fails it generally means the issue is coming from a software source, in most cases this would be third party software causing the problem. Booting into Safe Mode lets you know if the issue is third party orientated.

If the issue is gone when using Safe Mode, then the issue may be resolved by merely going through and removing apps from the device, however, in some cases you may need to run through a software repair to resolve such an issue.

Let us know how you get on.

[MrsHardy]

Sorry, my mistake ! I just did the test again and it said fail 😔 

What do I do now?

[Jake-SonyXperia]

Ok, then I suggest running a backup to the device and then performing a software repair on your handset, this may help resolve the issue.

backup using Xperia Companion

software repair using Xperia Companion

Let me know how you get on.