topic Re: Call screen is getting dark in Z Series

Call screen is getting dark

Jenitha — Tue, 21 Mar 2017 03:05:54 GMT

Whenever I tried to call someone or if I attend anyone's call the display is getting off and not able to view the user profile or keyboard options.. pls check and let me know if there is any software issues cos of nougat update

Getting dark screen when i try to call

Stulluru — Tue, 21 Mar 2017 06:11:06 GMT

I am not able to make calls,when ever i try to call i am getting dark screen.
I tried closing everything and restarting the device but it didn't work.
Please fix this issue as soon as possible because i am not able make calls

Re: Getting dark screen when i try to call

_alexdon_ — Tue, 21 Mar 2017 08:13:59 GMT

/t5/Xperia-Z5-Z5-Compact-Z5-Premium/Screen-goes-black-during-call/td-p/1063098/page/14

See the above thread, maybe something helps. Try to clean the sensor as it is very sensitive.

Also check if the same occurs in safe mode.

Re: Call screen is getting dark

Emir1 — Tue, 21 Mar 2017 09:33:16 GMT

Hi @Jenitha, I am sorry to hear about that.

There are some good troubleshooting available in the post that @alexdon linked, but for you I'd be glad to summarize some of the advice!

Basically, there is a sensor located at the top of your device to the right of the SONY-logo, it's called a proximity sensor and its purpose is to detect your ear during a call. Once your ear is detected, the display should go dark so that you don't accidentally hang up the call with your cheek, as an example.

If the display goes dark instantly when you initiate a call, even without the sensor next to your ear, then it could be something which disturbs it and I'll be glad to offer some troubleshooting for this!

First, do you have any display protectors or covers mounted on your device? I would suggest removing these to see if that helps, as a screen protector could be mounted slightly off center so that it covers the sensor and causes the display to turn black. In addition, please try to make sure that the sensor area is clean of dirt and dust as well.

If it persists, you can test the sensors functionality by using Diagnostics found under Settings > About phone > Diagnostics > Test > Ear proximity, how does it behave in this test? Does it vibrate all the time, or only when you cover the sensor?

If it only vibrates when you cover the sensor, then it works as it should and I suggest trying to see if the same occurs while in safe mode to see if there could be any third party apps causing what you're experiencing.

Try that at first and let me know how it went! If one of the suggested troubleshooting steps helped, feel free to kudo this post and mark it as the accepted solution so that other users facing the same can find the post.

Re: Call screen is getting dark

PDas — Tue, 21 Mar 2017 09:57:33 GMT

This is a nougat update bug for sony, expecting to be fixed in the next firmware upddate.

Re: Call screen is getting dark

Emir1 — Tue, 21 Mar 2017 10:00:52 GMT

@PDas did you have an opportunity to try what I suggested above? If you are facing the same behaviour I would be happy to assist you, but please have a look at my post here first and let me know if it still persists once you've tried my suggested troubleshooting!

Re: Call screen is getting dark

PDas — Tue, 21 Mar 2017 10:10:18 GMT

@Emir I mentioned the same to the Sony Xperia Support Center with service request no.1-30492301123, and as per suggestion mentioned I visited to Sony Authorized Service Center at Emall, Kolkata. They suggested me that many customers are facing the same issue, and the issue is a nougat bug for sony. And when the next firmware will be available, the bug would be fixed there, and I am to wait till then (for 2 months atleast). So, I mentioned the same here.