Black screen in calls on marshmallow

[ilkerbayulken]

i'm living this boring problem despite system repair...

sony must make a new uptade for choose this problem.

otherwise, lost of stamina mod is big sacrifice.

i'm 37 years old n z3c is the best phone i use until now; solve sony, solve

[TickledPink]

It's the proximity sensor on the wife's Z3C. Always stuck on. I've gone into the service menu and run a diagnostic and that's confirmed it.

[Uliwooly]

Settings > about phone > diagnostics > test > test proximity sensor

but doing so will turn on the proximity sensor like when you are on a call, how do you know the proximity sensor remains on all the time?

Keep in mind that the proximity sensor must be on while on calls, that's how it's supposed to work, if your phone has a protective case, film, glass, it could cause this issue. 

[TickledPink]

We've taken the case off. It has no screen protector. The sensor itself looks clean to my eyes. We've reset the phone to factory settings. Still the same.

I am wondering, however, if resetting the phone to 'factory' merely resets the current version of Android instead of rolling back to the version of Android that shipped with the unit. There was a software update a few days ago which may be causing the problem?

[kevlar_heart]

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@TickledPink wrote:

We've taken the case off. It has no screen protector. The sensor itself looks clean to my eyes. We've reset the phone to factory settings. Still the same.

I am wondering, however, if resetting the phone to 'factory' merely resets the current version of Android instead of rolling back to the version of Android that shipped with the unit. There was a software update a few days ago which may be causing the problem?

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If you've run the both diagnostic tests for the proximity sensor and have failures (see thread above for details), the factory reset is a superfluous excercise. I went through the steps suggested including software repairs, removing cases, screen protectors, etc. If your phone blacks out during a call and does not wake when moving away from ear (or using speaker phone/BT headset away from ear), then you've got a hardware issue.

I sent my Z3C in for repair and it was returned without addressing the balky proximity sensor -- mostly because of poor communication between the person writing up the RMA and the USA repair center. Make sure your issue is fully documented to your satisfaction before sending the unit for repair. I would suggest sending a full description of the problem with the RMA  E-mail.

My Z3C is back in the belly of the warranty repair beast. I hope it's repaired this time.

Good luck to you

[TickledPink]

I've had a look at the cost of replacement parts. They're cheap enough. The unit is only 8 months old but after my previous experience with Sony's repairs department, I'd rather repair it myself. Repaired enough phones.

When a company refuses to honour warranties, it makes no difference if I invalidate it by doing my own work.

[Uliwooly]

I'm sorry to hear about your situation but the phone can't self crack, let us know if you need any more help.

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@TickledPink wrote:

I've had a look at the cost of replacement parts. They're cheap enough. The unit is only 8 months old but after my previous experience with Sony's repairs department, I'd rather repair it myself. Repaired enough phones.

When a company refuses to honour warranties, it makes no difference if I invalidate it by doing my own work.

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[Norin]

There is no other way to solve this issue on my z5!!! Can anyone help me on this??

[andyc1909]

This worked for me. I tried everything else without success. Who'd have thought!

[Anama]

Hello my screen doesn't turn off when I have a call, when I'm talking

[Rp9]

Proximity switch detected black