topic Screen off when call in Z Series

Screen off when call

Osegancy0 — Sun, 26 Nov 2017 18:24:24 GMT

My Xperia z screen goes off whenever I placed a call or incoming calls no cover case used. How do it

Re: Screen off when call

Jonas — Wed, 29 Nov 2017 12:29:47 GMT

Hi @Osegancy0, sorry to hear about this.

Does the screen go dark when you place the phone at your ear or as soon as you press call or answer the call? The screen will be turned off when you cover the proximity sensor of the phone with for example, your ear that is how the sensor is supposed to work.

However, the screen goes dark before you have covered the sensor, try rebooting your phone in safe mode so we can see if a third party application is the cause of this behaviour.

You can also clean the top part of your display with a clean cloth, as this is where the sensor is placed on the phone.

Let me know if that helps!

Re: Screen off when call

Osegancy0 — Fri, 01 Dec 2017 22:59:11 GMT

Yes, immediately I dialled number it off before placing it on ear, I have tried the safe mode and clean the sensor part several times all the same.

Re: Screen off when call

Jonas — Mon, 18 Dec 2017 16:14:05 GMT

Hi again @Osegancy0, I apologize for the late reply.

In this case, I would recommend that you perform a software repair using Xperia Companion. This will delete all data stored on the internal storage of the device and the latest software will be reinstalled, so we can see if that is what is causing this behaviour.

Since data is being removed, it is advised that you create a backup using Xperia Companion before you start with the repair.

Should you still experience this behaviour after the repair has been completed, your device will need to be examined at an authorized service centre and your Local support team will assist you further with this.

Feel free to keep me posted!