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Black screen, after making a call

SOLVED
Apprentice
Message 1 of 20
11,467 Views
Message 1 of 20

Black screen, after making a call

When I make a call on my Xperia Z3 the screen go black emidiatly, before take it to the ear. The same happen went someone call me and I pick up.
Any sagestion for the problem?
1 ACCEPTED SOLUTION

Accepted Solutions
Sony Xperia Support
Message 3 of 20
20,085 Views
Message 3 of 20

Re: Black screen, after making a call

Hi @DimitarT,

 

Welcome to the community.

 

As alexdon suggested the most common reason for this is a screen protector or cover interferring with the proximity sensor. You can test the proximity sensor in Settings > About Phone > Diagnostics > Test > Proximity Sensor.


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.

19 REPLIES 19
Moderator
Message 2 of 20
11,465 Views
Message 2 of 20

Re: Black screen, after making a call

Do you have a screen protector? Usually if they aren't applied correctly or if they are thicker this can occur. Also, any kind of covers?



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Sony Xperia Support
Message 3 of 20
20,086 Views
Message 3 of 20

Re: Black screen, after making a call

Hi @DimitarT,

 

Welcome to the community.

 

As alexdon suggested the most common reason for this is a screen protector or cover interferring with the proximity sensor. You can test the proximity sensor in Settings > About Phone > Diagnostics > Test > Proximity Sensor.


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 20
11,420 Views
Message 4 of 20

Re: Black screen, after making a call

HI. Thanks for the greetings CameronT.

Yes, my phone have a screen protector and it is not perfectly applied. Thank you for the advice. I will try and perform the test of proximity sensor.
Sony Xperia Support
Message 5 of 20
11,396 Views
Message 5 of 20

Re: Black screen, after making a call

@DimitarT, Have you been able to test this yet?


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 6 of 20
11,389 Views
Message 6 of 20

Re: Black screen, after making a call

Yes, I perform the test. The result was that the sensor is aways on. I tried to do the test again in the service menu, but the result was the same. I suppose the reason really is the screen protector and after changing it everything will be OK. Thank you for your help!
Sony Xperia Support
Message 7 of 20
11,375 Views
Message 7 of 20

Re: Black screen, after making a call

@DimitarT, Great! Slightly smiling Face. If you want to be 100% sure but don't want to completely remove your screen protector yet, you can peel back the screen protector at the top and check if it works correctly.


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 8 of 20
11,368 Views
Message 8 of 20

Re: Black screen, after making a call

Thanks. Soon as I can, will try to do it.
Highlighted
Demigod
Message 9 of 20
11,229 Views
Message 9 of 20

Re: Black screen, after making a call

In case this helps someone else, I have been experiencing the same problem recently with my Z3 - the screen goes black when making a phone call and does not turn back on again when removing the phone from my ear. This makes it impossible to use services that give menu options.

In my case, the problem is that the screen is coming away slightly at the top, so I have found that I can get around the problem by gently squeezing the screen when I need to access a menu or hang up.

I haven't tried fixing the issue by glueing the screen back on, as I don't want to mess up the phone permanently, but brave people might wish to consider it.

I hope this helps.
One time poster
Message 10 of 20
11,116 Views
Message 10 of 20

Re: Black screen, after making a call

So if the screen protector is interferring is the most common reason, what are your thoughts on more uncommon reasons?

I have the same problem, the screen going black, and according to the diagnostics the sensor should be working fine but still it goes black. Not every time, but maybe 4 out of 5 times.

 

I could resiously need some help, it's a real problem to not be able to hang up...

Thank you in advance!