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Screen Remains Black when Phone Rings

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Apprentice
Posts: 7
Registered: ‎2015-11-10

Screen Remains Black when Phone Rings

After the February security updates, Whenever incoming call rings, my phone's screen remain black.
It doesn't show name or number of the caller.
I've to unlock the phone manually to see the incoming calls.. Plz help..
Sony Xperia Support
Posts: 1,346
Registered: ‎2016-05-19

Re: Screen Remains Black when Phone Rings

Hello @YOGESH13,

 

I'm sorry to hear that. This is controlled by a sensor located at the top of your screen, if the sensor works as intended then the display will be disabled when covered during a call.

 

You can test this sensor outside of calls by going to: Settings > About phone > Diagnostics > Test > Ear proximity. How does the sensor behave in this test? Does the phone start vibrating directly when starting the test?

 

I would also recommend that you try and perform the same test with your phone rebooted to safe mode. This is to make sure that none of your downloaded apps are causing this behavior. 

 

Let me know how it goes!

sony_sign_logo.png - Official Sony Xperia Support Staff


If you're new to our forums make sure that you have read our Discussion guidelines.
If you want to get in touch with the local support team for your country please visit our contact page.

Apprentice
Posts: 7
Registered: ‎2015-11-10

Re: Screen Remains Black when Phone Rings

Well I've done the test, Ear proximity works well. Let us see..!
Apprentice
Posts: 7
Registered: ‎2015-11-10

Re: Screen Remains Black when Phone Rings

Both in Normal n Safe Mode Ear Proximity sensor works well..
But still the screen remains off while phone rings...
Any help...?
Sony Xperia Support
Posts: 1,346
Registered: ‎2016-05-19

Re: Screen Remains Black when Phone Rings

Hello again,

 

I see. Are you experiencing the same behaviour with the display turning black during calls with your phone rebooted to safe mode? If that is the case and the phone passes the Ear proximity test I would advise you to repair the software in your phone. That way we can rule out this being software related or not. This is done using a computer and our program Xperia Companion, available for both Windows and Mac.

 

Click the following link for instructions on how to repair the software: https://talk.sonymobile.com/t5/FAQ/How-to-perform-a-software-repair-with-Xperia-Companion/m-p/110305...

 

Note that this will reset the phone, you can create a backup directly in Xperia Companion using the Backup feature.

 

I would however advise that you try making and receiving a call before restoring a backup after the repair is complete.

 

Should you still experience this after a software repair, let me know!

sony_sign_logo.png - Official Sony Xperia Support Staff


If you're new to our forums make sure that you have read our Discussion guidelines.
If you want to get in touch with the local support team for your country please visit our contact page.

Apprentice
Posts: 7
Registered: ‎2015-11-10

Re: Screen Remains Black when Phone Rings

Well I've decided to submit the phone to the service centre to get it repaired...!
Sony Xperia Support
Posts: 1,346
Registered: ‎2016-05-19

Re: Screen Remains Black when Phone Rings

I see, I'm sorry it had to come to that but if a software repair didn't help with getting this resolved my guess is that this is related to hardware rather than software.

 

Keep me updated!

sony_sign_logo.png - Official Sony Xperia Support Staff


If you're new to our forums make sure that you have read our Discussion guidelines.
If you want to get in touch with the local support team for your country please visit our contact page.