Black unresponsive screen

[Kimbi]

My screen goes black and is unresponsive when receiving and making phone calls. Does not return until the other person disconnects. Also unable to use speaker during a phone call.

[Lord_viridis]

Do you have a screen protector on the device?

[Jonas]

Hi @Kimbi, sorry to hear about this.

As @Viridis wrote, if you have a screen protector or if there is any dirt/moisture covering the sensor, it will not work correctly and the device will think that the sensor is still covered when you take the device away from your ear.

The proximity sensor is located at the top of the device and on the link below you can see exactly where. It's sensor number 6.

https://cdn.support.sonymobile.com/common/assets/userguide/F5121/ILL-SONY-16SU-FRONT-OVERVIEW-UG-low...

Let us know how it goes!