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2017-06-19 04:39 PM - edited 2017-06-19 04:46 PM
This really annoying me now. Thinking getting new mobile and won't be a Sony ever again.during calls goes black. No screen protector or case.i did send it back get repaired guess what received it back still doing same thing. Obviously there's a fault as so many boards with same problem and Sony just fob you off. Used to rate Sony in past but not any more. Don't buy if got one not thrown it at wall be a miracle.
2017-06-19 11:20 PM
Just go to your local support which are subject to country regulations I'm sure there is a few people on here which are really sponsored computer generated robots with the useless advice offered it's got to make you laugh the absurdity of this forum if you don't you cry. My Z5 will be getting fixed at a fraction of the price quoted then sold on eBay still under warranty lol until December someone else's problem then.
2017-06-20 12:05 AM - last edited on 2017-06-20 12:07 AM by uliwooly
I also had this issue with the black screen and it made me mad. It appeared around 3 months after the upgrade to Android 7. I couldn't do anything during a call and had to wait until caller terminated the call.
Anyway, the solution that helped me further was this: during black screen, just press multiple times and very fast the power button and by the time the screen gets lighten up, just hold the phone upright, so the screen won't turn black again.
After that, turn off the phone and let it rest for a few minutes. As soon as it cools down, turn it on again and it should work without issues.
If you have any heavy or non-responding apps, then a delete would help further.
2017-06-20 04:01 PM
I am ready to throw my Z5 in the bin. I find it incredibly frustrating that calls cannot be ended because the phone thinks that my ear is always against the sensor when making a call. Funny how this does not happen when listening to voice notes on WhatsApp. In the case of WhatsApp, the phone knows when to use the loudspeaker or earpiece. Dodgy software on your part, Sony?
Sony, this is/was a flagship device. If we don't get a fix or an answer for this, I will make sure that I tell everyone I know to not go NEAR a Sony device. One pays huge $$$ for a flagship Sony, only to be forgotten and left to fight an endless array of bugs. Disgusting.
2017-06-21 05:26 AM
Hi @C-man, welcome to the community.
Most of the time the issue you have described is caused by screen protectors and/or cases interfering with the Ear Proximity Sensor, which detects when your phone is against your ear and turns off the screen.
Can you please confirm if you have a screen protector or case on your phone, and if so, remove them and test it again?
You can also test the Ear Proximity Sensor in Settings > About Phone > Diagnostics > Test > Ear Proximity Sensor.
2017-06-27 11:53 AM
Yes, I do use a cover and screen protector.
1. I have tried removing the phone cover and the problem persists
2. I have used the screen protector that was supplied by Sony in the sealed box for the Z5. Are you saying that Sony's own screen protector causes this problem? Please confirm before I remove it and need to pay for a new one.
2017-06-28 02:49 AM
It is not the screen protector itself, but more the positioning. If it is covering the proximity sensor that could be the issue.
However, as you have stated that it is still happening even without a screen protector it would indicate the issue is something else.
Failing all that, contact your Local support team.
2017-06-29 08:03 AM
This problem occur after update to 7.0 (build no. 32.3.A.2.33)
After finished phone, the display go black, have to wait few second then until line ended. Then can turn on display again by push Power button.
The case is really upset me when in a rush,
I do hard reset once, after first update to solve Bluetooth issue. (Build no. 32.3.A.o.376)
This time will try again hard reset to solve Ear proximity sensor, if problem not solve. Will say goodbye to sony forever.
2017-07-15 02:09 AM
Having this problem recently like in last few weeks. Whenever someone calls me, my screen is black, it doesnt show the buttons like answer or decline. Though all i can do is unlock the screen and then drag down the notification bar down, where i have a option of answer or decline.
Can anyone help me out, i guess its some settings change like in the incall UI but dont know where to find it.
I tried sony chat support and they suggested resetting the phone which sounded stupid, There must be some other alternative. Help would be apprectiated.