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Unable to use keypad while making calls

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Learner
Posts: 3
Registered: 2 weeks ago

Unable to use keypad while making calls

With the latest version of software, I am unable to use keypad while making calls. Screen locks Xperia Z3
Sony Xperia Support
Posts: 1,061
Registered: ‎2016-11-02

Re: Unable to use keypad while making calls

Hi @sbfawkes, welcome to our forum!

I'm sorry to hear about that. sad

The screen should be turned on when you take the phone down from your ear because the proximity sensor no is longer covered, is that working correctly for you or is the screen still turned off and that is why you can't use the dial pad if you for example, needs to enter "1#" to make a choice in the call to talk to another department or similar?

Or is the screen turned on but the phone is locked with your screen lock and you can't unlock it during the call?

I'd recommend that you try rebooting your phone in safe mode to make sure that a downloaded application isn't the cause of this.

I'm sorry if I misunderstood your question!

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.

Learner
Posts: 3
Registered: 2 weeks ago

Re: Unable to use keypad while making calls

The screen is off and I can't turn it on until the line is dropped from the other side
Sony Xperia Support
Posts: 1,061
Registered: ‎2016-11-02

Re: Unable to use keypad while making calls

Thanks for the swift reply! smile happy

There is a sensor called proximity sensor that is placed at the top part of your phone, just to the left of the Sony logo (number 4 on the picture below). When this sensor is covered by something during a call for example your ear, the screen will be turned off. This is to make sure that you accidentally do not end the call with your chin, and when taking the phone down from the ear the screen will be turned on.

z3 proximity.png

Was there any change when the phone was rebooted in safe mode?

 

If you experienced the same behaviour in safe mode, do you have a screen protector that is covering this sensor, or is there any dirt/moisture on the sensor? If there is, try wiping it clean with a cloth and run the diagnostics test in the phone, which you can find in Settings > About phone > Diagnostics > Test > Ear proximity.

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.

Learner
Posts: 3
Registered: 2 weeks ago

Re: Unable to use keypad while making calls

Thanks, it worked in safe mode, I did have a ghost buster theme applied in normal mode. Will reactivate it and see if it happens again. I do have a screen protector that is slightly covering the sensor, it does need to be replaced though but it has been like that for a while. The problem only started after the update.
Sony Xperia Support
Posts: 1,061
Registered: ‎2016-11-02

Re: Unable to use keypad while making calls

Thanks for getting back to me!

If it works in safe mode, make sure that all your applications are updated to the latest version, you might have an application installed that needs to be updated so it's compatible with the latest software version.

Let me know how it works after you reactivated the theme or if you found out which app is the cause!

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.