topic Screen goes black while in call in XZ Series

Screen goes black while in call

Igs — Mon, 04 Jun 2018 08:48:58 GMT

Hi,anyone have this issue in the moment when start ringing on the other side,screen goes black i can wake it up only by double pressing the camera key,i read that this is common issue with xz2 phones someone has report that changing the stock dialer is making this problem goes away but not in my case,i check sensors in diagnostic menu phone says diagnostic is ok,im not using any screen protectors or covers and nothing is covering the sensors,i did full factory reset and having the same problem again,i dont have a warranty on it so any susggestion would be great.

Re: Screen goes black while in call

NunoSEN2 — Mon, 04 Jun 2018 09:56:15 GMT

@Igs;

I supose you tested the device after factory reset before install any backup or third party apps, if not test the device in safe mode.

After factory reset the only thing you can do software wise is a software repair with Xperia Companion.

Re: Screen goes black while in call

Igs — Mon, 04 Jun 2018 10:19:29 GMT

Okay,how to test device in safe mode? I know all about companion ill try to repair it

Re: Screen goes black while in call

NunoSEN2 — Mon, 04 Jun 2018 10:21:45 GMT

@Igs;

Here you have: Safe Mode

Re: Screen goes black while in call

Igs — Tue, 05 Jun 2018 10:44:41 GMT

In safe mode problem remain the same, and software repair with companion is the same thing like clean install factory reset I didn't do it because it's a same thing (I didn't get any result with factory reset)

Before reset and after reset situation is the same.

Re: Screen goes black while in call

NunoSEN2 — Tue, 05 Jun 2018 11:15:25 GMT

@Igs;

Let me just clarify you that a factory reset is not exactly the same thing as software repair with Xperia Companion because a factory reset simply erases all data and restores settings to factory default with the files existent on the phone, a software repair with Xperia Companion makes a fresh clean installation with a download of the last firmware available for the device.

Re: Screen goes black while in call

Igs — Tue, 05 Jun 2018 11:30:02 GMT

Current firmare in the phone and one offer by sony companio is the same one

Re: Screen goes black while in call

NunoSEN2 — Tue, 05 Jun 2018 11:43:10 GMT

Yes @Igs, but there is always the possibility (remote) that some files in your phone might be corrupted or missing.

Re: Screen goes black while in call

Igs — Tue, 05 Jun 2018 11:47:10 GMT

Okay,i will give a shot later,but i read that repair with s.companion problem remail,will report here

Re: Screen goes black while in call

NunoSEN2 — Tue, 05 Jun 2018 12:01:24 GMT

@Igs, just to clarify, are you sure the proximity sensor test in diagnostic is resulting ok (turning on when you cover the sensor and off when you uncover it)?

Re: Screen goes black while in call

Igs — Tue, 05 Jun 2018 12:26:19 GMT

All diagnostic is 100% i run all tests few times

Re: Screen goes black while in call

Igs — Tue, 05 Jun 2018 19:46:47 GMT

Update:

1)Battery charged to 90%

2) started software repair

3) on 90% of download software in companion phone says powering off (i guess it goes into some mode for repair) and after phone is turn off i got message (error cannot be repaired)

Re: Screen goes black while in call

NunoSEN2 — Tue, 05 Jun 2018 19:56:07 GMT

@Igs;

There should be some information in the error message what does it say?

Have you followed the instructions correctly?

Re: Screen goes black while in call

Igs — Tue, 05 Jun 2018 19:59:50 GMT

It just says error cannot be repaired,there is no "instructions" only we need to do is,attach phone,select transfer mode,and just waiting companion to download software

Re: Screen goes black while in call

NunoSEN2 — Tue, 05 Jun 2018 20:05:32 GMT

@Igs;

You should have on screen indications while performing the software repair, also you have a ? on screen to get some help.

As last resort you can try perform software repair with device powered off from beginning.

Re: Screen goes black while in call

Igs — Tue, 05 Jun 2018 20:20:07 GMT

Yes i have,to connect the phone,select transfer mode and wait,but it doesent work,also tried to do with powered off mode,companion cant detect phone while is powered off,i guess i need to to forget sony devices and look for something else,thx for help

Re: Screen goes black while in call

NunoSEN2 — Tue, 05 Jun 2018 20:26:06 GMT

@Igs, you need to be patient and do things with calm, as I said you can perform the software repair with the phone turned off just follow the 5 steps asked and connect the phone only when you are told to.

But there must be something wrong for the software repair giving an error, try restarting PC and phone and repeat process.

Re: Screen goes black while in call

Igs — Tue, 05 Jun 2018 20:31:06 GMT

Like i said,when i power off device,companion says i have to connect the device,when i start process with device powered on i got error

Re: Screen goes black while in call

Igs — Wed, 06 Jun 2018 14:58:00 GMT

Re: Screen goes black while in call

Duke14 — Fri, 08 Jun 2018 20:06:58 GMT

Just wanted to add that I have the same problem with my XZ2 compact. Really bad...