topic Re: Screen dim with calls in Z Series

Screen dim with calls

Dphilip — Tue, 14 Feb 2017 10:04:39 GMT

Please need your urgent support as my mobile screen dim once a press call and never light up again unless the line is closed from the other party.

Waiting for your reply

Thanks alot in advance

Re: Screen dim with calls

Lord_viridis — Tue, 14 Feb 2017 10:15:55 GMT

Do you have a screen protector covering the proximity detector?

Re: Screen dim with calls

Jonas — Tue, 14 Feb 2017 10:25:56 GMT

Hi @Dphilip, I'm sorry to hear about that.

There is a sensor placed on the phone that is called proximity sensor that will turn off the display when you are in a call, to prevent you from ending the call with for example your chin.

If this sensor is covered by a screen protector like @Viridis mentioned or if there is any moisture on the sensor, it will turn off the display directly after you press call and not when it's covered by your ear.

On the picture below you can see where this sensor is placed on your phone, its number 1.

Try wiping the sensor clean with a dry cloth or remove any screen protector on your phone if that is covering the sensor.

You can after doing that try the sensor in the phone in the inbuilt test called Diagnostics which you can find in Settings > About phone > Diagnostics > Test > Proximity sensor.

Let us know how it goes!

Re: Screen dim with calls

Dphilip — Tue, 14 Feb 2017 12:19:31 GMT

Hello Dear,
Thank you so much for your prompt reply and suppot.
Unfortunately I don't have screen protector and already cleaned the screen and sensor place but still the same issue exist.

Any other advice please.

Re: Screen dim with calls

Jonas — Tue, 14 Feb 2017 14:48:47 GMT

Do you remember if you installed a new application in your phone just prior to experiencing this behaviour?

I'd recommend that you reboot your phone in safe mode, just to make sure that this is not caused by a downloaded application.

When the phone has rebooted to safe mode, place a call and check if it's working or not, or you can run the diagnostics test again.

If there is no change when the phone is rebooted in safe mode, try performing a software repair using Xperia Companion. This will delete all data on the phone and install the latest available software again, since the data is deleted creating a backup prior to starting with the repair is advised.

Let me know if that helps!

Re: Screen dim with calls

Dphilip — Tue, 14 Feb 2017 17:15:15 GMT

Actually dear I already did all this steps from about a week and still the same issue exist...

Re: Screen dim with calls

Jonas — Wed, 15 Feb 2017 13:05:56 GMT

Thanks for the update!

If you have already done the above, I'm afraid that the phone has to be sent in to an authorized service centre so a trained technician can examine the phone and repair it.

To have the phone sent to an authorized service centre, contact your local support team and they will assist you with this.

They will also assist you with any questions that you may have regarding service times, routines and warranty.

Re: Screen dim with calls

Dphilip — Wed, 15 Feb 2017 18:36:45 GMT

Thank you so much for your support...
Much mich appreciated...

Re: Screen dim with calls

Jonas — Thu, 16 Feb 2017 09:16:58 GMT

You're welcome!

Sorry that I weren't able to resolve it for you, but it's hard when it's hardware related.

Let me know if there is anything else I can assist you with and I hope everything will work out with the repair!