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2015-01-21 11:50 AM
Received my mobile device from local service provider about a week and half ago. About 5 days after services were activated and phone was in use, an issue was picked up whenever a call was made, the screen would go black and all functionality on the phone would be disabled. Touching the screen or pressing any of the buttons on the side would not enable the screen to light up again. However, the call being made was still live and active. Issue was initially intermittent but happended everytime a call was made eventually. Tried restarting the phone, tried removing sim card, memory card and even tried tilting the phone while it happens. No luck, as issue persisted. Took the device back to the service provider and was advised that the 7-day return policy applies from the time the phone is in possession irrespective of when services were activated. And obviously by this time my & days were up. The consultant then "tired" to assist and advised he "reset" the phone. Issue continued to persist, irrespective, and screen went black! He advised that the phone is not a computer and it probably happened because i wanted to do "too" much with the phone, meaning i had other applicatoins running while trying to make a call. I tested with some apps running and it still happened, screen went black! I then logged off and stopped any applications and the only thing active and running was the mobile network signal and it still happened, screen went black! This after his comment regarding the excessive use of apps. As a Sony Mobile user I thought and expected that the phone be built with multi-tasking capabilities,. It seems that this has been questioned. So I reckoned it could be a software issue like the consultant said and I upgraded the device software. Tested by making a call and still the screen goes BLACK! I refuse to send the phone in for the issue to be disgnosed at my expense when the phone is not even two weeks old. How does a phone that has hardly even been used already have a short???? And the service probiver and irs consultant have not been much help. Any ideas????. i cannot deal with a BLACK SCREEN every time I make a call. It uses up any mobile funds I have and I dont see anyone returning that, due to this fault. Please HELP!!
2015-01-21 11:52 AM
Try performing a system repair using PC Companion as this will often fix issues - This will factory reset your phone
Switch off your phone and unplug from Pc (Hold volume up and power for around 10 seconds)
Start PC Companion and select Support zone then Update my phone/tablet then in Blue Repair my phone/tablet and follow the on screen instructions - When prompted connect your phone still switched off holding volume down or back button - This should start the repair or reformat process
If you are using Windows 8/8.1 or a 64bit operating system then adjust the settings for PC Companion and run in compatibility mode and chose Windows 7 or XP
2015-01-21 11:52 AM
If the above fails then you need to either return your device to the place of purchase or contact Xperia care http://www.sonymobile.com/global-en/support/contact-us/
2015-01-22 01:18 AM
Have you tested the Proximity sensor on the device, as this sounds like it may be related.
Try the following.
Menu > Settings > About phone > Diagnostics > Test Device > Tap Ear Proximity
If this fails, make sure to remove any covers or Screen protectors and then test again, if it does work, then the Proximity sensor was being covered or obstructed.
Let us know how you get on with both instructions if required.
2015-01-22 06:35 AM
i had similar problem sometimes while calling little fingers hovering over the top part of phone will bring black screen. however it was gone if i remove my fingers. sometimes it blocks sometimes it doesn't which really hard to bring it for a repair when it is intermittent like this.
2015-06-01 11:07 PM
2015-06-18 05:45 PM
2015-06-26 05:54 AM
I am also facing the same problem and despite removing the plastic guard, it doesn't go away. It was never the case till a couple of weeks back. Really frustrating.
2015-06-28 09:27 PM
2015-06-30 10:18 PM
I have this problem too ! I think it has got to do something with the most recent update since this issue started right after the update !
Already put me in an embarrasing situation where i ended up by mistake calling someone who i did not intend too ! and wasn't able to cancel the call at all since the screen was completely black !!