Display turns off during calls

[Mikel9]

I just bought my xz premium today but when I am trying to make a call the screen goes dark straight away and I can't bring it alive again to activate the loud speaker. It is only when I have my earphones connected that the screen stays alive and I can put the call on loud speaker.

I have always used Samsung and for the first time I try to change this happens it is quiet annoying.

Any advice please? 

[NunoSEN]

Hello @Mikel9;

Did you took off the protective film that comes on the screen? 

[Uliwooly]

@Mikel9

Does your phone has a protective case or film or glass?

[Jonas]

Hi @Mikel9, welcome to our forum and congratulations on your new Xperia XZ Premium!

As both @NunoSEN and @uliwooly pointed out, there is a proximity sensor on the device that will turn the display off when it's covered by for example, your ear during a call.

If you have a screen protector or a case on the device that covers the sensor the display will be turned off directly when you either answer an incoming call or you are making an outgoing call.

On the link below (number 6) you can see where the sensor is placed on the front of your device.

https://support.sonymobile.com/global-en/xperiaxzpremium/userguide/overview---ki/

Let us know how it goes!