Screen goes black during call

[magamra]

Hello, if I want to make the Z5 a call and dial the number and pick up the phone, the screen goes black and I can do nothing more. It then responds to anything, not even on the Power button until the other ends the call. Then, the screen lights up again and it goes back all normal.

Hallo, wenn ich mit dem Z5 einen Anruf machen möchte und die Nummer wähle und den Hörer abnehme, wird der Bildschirm schwarz und ich kann nichts mehr machen. Es reagiert dann auf nichts, nicht mal auf die Power Taste bis der andere das Gespräch beendet. Dann wird der Bildschirm wieder **bleep** und es geht wieder alles normal.

[Jess4]

Done all of this and even restored software and still having same problem?

[Brocky77]

Brand new Z5. 3 weeks out of the box. No screen protector. Latest software. During calls, screen goes black, and you can't get it back no matter what buttons you press. Call continues until other end hangs up. Have seen so many people complaining about this issue on previous models. Any ideas? Thanks.

[Jake-SonyXperia]

Hi Brocky77,

Welcome to the community,

In most cases this is caused by the proximity sensor and it being covered. Do you have a screen protector that you have added to the device or maybe a case, if the proximity sensor has anything to close to the sensor it will turn the screen black as it thinks it is an ear.

[MarlonUk1]

does the problem exist when you are in safe mode? /t5/FAQ/How-to-boot-your-phone-into-safe-mode/td-p/34800

can you run the diagnostics to see if the proximity sensor is working? http://support.sonymobile.com/global-en/xperiae4dual/userguide/Running-diagnostic-tests/

have you tried repairing with PCC? http://support.sonymobile.com/gb/tools/pc-companion/

if still the problem persist: i suggest to have your phone checked at your local service center: http://support.sonymobile.com/global-en/contactUs/

[Ammukhtar]

I have Xperia Z5 and facing issues with the ear proximity sensor everything I place a call the screen goes black and won't turn on unless the call is over (imagine if the other end happens to be a wrong person or prankster friend.. Not funny). BTW I tried everything one could do I.e press on the sensor location, press the power button but nothing seems to work!
Also this is my second Xperia phone and I faced the same issue with my previous one since the time they were new so don't even dare and tell me misuse! In my opinion it is a very obvious quality problem.
What should I do?!


Side note: I had to fake a conversation the other day with my boss when mistakingly phoned him!! It wasn't pretty

[Christofer]

@Ammukhtar I'm very sorry to hear that. I suggest that you try what Hampus suggested above. If that doesn't help then I'm afraid that your phone is in need of service. Please contact your Local support team for information on how to proceed if it comes to that.

@Jess4 Sorry for the late reply. If none of the previous suggestions solved this for you then your phone should get sent to one of our authorised service centers. Your Local support team can provide more information on how to do so.

[Jo_stan74]

I am having the same issue. No protector on screen and ear test comea back fine.

After previous system update this appeared to be fixed however recent update problem started again.

Huge design fault... Very frustrating to not be able to hang up a call.

Sony please please look into this and correct.

[Matikz]

My girlfrien's Z5 also does it and it doesn't have any screen protector on. Had to activate the "Power button ends call" feature to enable her to end calls because the screen remains black. My Z5P doesn't suffer from this, though.

[iuliana7]

Hello, I have the same problem with my z5p, I have a glass protector on the screen and the sensor worked fine until dust and other stuff got on the sensor, after cleaning it an doing a proximity test all seems fine.

[sjgowdy]

Hi Folks, I was having the exact same issue with my Z5 Premium, screen turned black the second you made a call and wouldn't come back on again. If it helps anyone, I found a way to make the screen come back on, just by chance. I inserted a headphone plug into the headphone socket and the screen came on within seconds. I know this isn't a fix, but hopefully may help someone. After reading all posts here though, I did remove the protective cover from my Z5 Premium to find that the sensor was indeed covered in dust. I cleaned it off, pit the cover back on and it now appears to be working fine. So thank you all who suggested this....but possibly coincidentally, I too only noticed this issue after latest software update to Marshmallow. Many thanks, Stephen