Unresponsive screen during phone calls

[Gratian]

I think it might be the ear proximity sensor. I tried a diagnostic and it buzzes straightaway.

It means I can't end calls and I can't use mutli choice options when phoning my bank.

[Qatrium]

Do you have a screen protector installed? Did you check if there are any dust or debris at the sensor's location?

[Gratian]

Hi there.

I don't have a screen protector. I'm not sure where the proximity sensore is actually.

Thanks

M

[Qatrium]

Just beside the top speaker, one circular lens in camera, proximity sensor would like and off-coloured rectangular.

[Christofer]

Hi,

Could you try rebooting your phone into safe mode and make a call/run the test in Diagnostics to see if this behaviour remains? If it doesn't this is likely caused by a third party app since these are disabled in safe mode.

You could also wipe off the screen to make sure that it is clean and that there isn't any interference for the proximity sensor, if you haven't already done so.

[Fritz1001]

Hi,

I have the same problem, but it works fine if I put my finger over the proximity sensor!

I tried it also into the safe mode but nothing changed. It only works with the finger on it! I also cleaned my Display!

regards

[Christofer]

@Fritz100: I suggest that you repair the phone's software with PC Companion.

In PC Companion you press start on Support Zone > Start on Update the phone/tablet software > Repair phone/tablet (the blue clickable link in the message) > Follow these steps without having your device connected to the PC.

Follow the instruction that appears in the program and do not connect your device until this guide tells you how to connect it.

A repair will remove all user data stored in the phone so I also recommend that you make a backup in PC Companion before you proceed with the repair.

[Fritz1001]

I did the phone repair with the PC Companion software, but the problem still there!

[Christofer]

Sorry to hear that @Fritz100. At this point I would suggest that you visit your nearest authorised service center to have your phone examined by a technician. You can contact your Local support for information about the nearest authorised service center and/or how to proceed with this in the best possible way.