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Screen goes black when make a call

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Apprentice
Message 1 of 27
2,877 Views
Message 1 of 27

Screen goes black when make a call

Hello,I have the new XZ model and since last week I have strange problem with the display when making a call. The display goes black and nothing can. make it active, I even cannot close the ringing until the operator stops or something suddenly happens. It happens from time to time. I don't have protector to think this can make that problem. I checked the proximity sensor and it works. The version of the android is the last 7.0. I appreciate your help.

26 REPLIES 26
Emperor
Message 2 of 27
2,868 Views
Message 2 of 27

Re: Screen goes black when make a call

@maxivp19

 

Test the device in >>> safe mode




"I'd rather be hated for who I am, than loved for who I am not." Kurt Cobain (1967-1994)

Sony Xperia Support
Message 3 of 27
2,857 Views
Message 3 of 27

Re: Screen goes black when make a call

Hi @maxivp19,

 

Welcome to the community,

 

I am sorry to hear about this, how often does this issue occur and did this happen when running on 6.0?

 

This is likely related to third party software, so booting to Safe Mode as suggest will help determine this for you.

 

Let us know.


Official Sony Xperia Support Staff


If you're new to our forums, make sure that you've read our Discussion guidelines.

To get in touch with your local support team, please visit our contact page.

Apprentice
Message 4 of 27
2,836 Views
Message 4 of 27

Re: Screen goes black when make a call

OK, Thanks. I will try it for few days.

 

Apprentice
Message 5 of 27
2,835 Views
Message 5 of 27

Re: Screen goes black when make a call

Hi, unfortunately I do not have any long experience with Android 6.0 because very soon after having XZ phone I was proposed to update and within next week I did it to 7.0 version

I will try safe mode.

 

Thanks

 

Learner
Message 6 of 27
2,863 Views
Message 6 of 27

Screen goes black when make a call

 

hi there

 

i have experia xz model F8332  .. android 7

 

the screen go black when making a call sometime and after mintue it came to normal but cannot make any call until restart the phone

 

i found some soulation on the web that i should clear system cash by rebooting using power + volume up and home buttoun but never work

 

any help here

 

regards

 

sami

Emperor
Message 7 of 27
2,860 Views
Message 7 of 27

Re: Screen goes black when make a call

@sami19771

 

Settings > about phone > diagnostics > test > test the proximity sensor 




"I'd rather be hated for who I am, than loved for who I am not." Kurt Cobain (1967-1994)

Sony Xperia Support
Message 8 of 27
2,853 Views
Message 8 of 27

Re: Screen goes black when make a call

Hi @sami19771,

I'm sorry to hear about that. Slightly frowning Face

For how long have you been experiencing this behaviour? Did it occur after you updated your phone or installed a new application?

There is a sensor on your phone called proximity sensor that will turn the screen off when it's covered by for example, your ear when you are making a call or answering an incoming call.

The sensor is placed just to the right of the Sony logo at the top of your screen, is this covered by a screen protector or is there any dust on it? If there is no screen protector covering the sensor, try wiping at the sensor with a clean cloth and place a call.

I would also recommend testing the sensor in the diagnostics test in the phone that @uliwooly recommended. The phone should not vibrate directly when you start the test, only when you cover the sensor with your finger or if you place the phone with the front down towards a for example, a table.

Let us know how it went! Slightly smiling Face


Official Sony Xperia Support Staff


If you're new to our forums, make sure that you've read our Discussion guidelines.

To get in touch with your local support team, please visit our contact page.

Learner
Message 9 of 27
2,849 Views
Message 9 of 27

Re: Screen goes black when make a call

 

 

the option of testing proximity sensor is not there

 

only light sensor , ear proxmility , accelerometer, gyroscope

Learner
Message 10 of 27
2,843 Views
Message 10 of 27

Re: Screen goes black when make a call

I'm sorry to hear about that.

 

Thank you

For how long have you been experiencing this behaviour? Did it occur after you updated your phone or installed a new application?

 

last few day and the update happned longtime back ... i do install application from time to time but all from the store known sorcues

 

 

There is a sensor on your phone called proximity sensor that will turn the screen off when it's covered by for example, your ear when you are making a call or answering an incoming call.

 

 

 

The sensor is placed just to the right of the Sony logo at the top of your screen, is this covered by a screen protector or is there any dust on it? If there is no screen protector covering the sensor, try wiping at the sensor with a clean cloth and place a call.

I would also recommend testing the sensor in the diagnostics test in the phone that @uliwooly recommended. The phone should not vibrate directly when you start the test, only when you cover the sensor with your finger or if you place the phone with the front down towards a for example, a table.

 

this happen even in the car when connected nothing block the sensor and not protection sheet as well

 

Let us know how it went!