Screen locks entirely during phone call on Xperia Z1 compact

[Tonje]

I discovered today that when placing a call the screen locks and I am unable to unlock it again until the call is terminated. If I place a call to a number and want to hang up before I am connected, the screen is just black and the on/off button does not work. I have to wait for the call to terminate to be able to unlock the screen.

If I activate the function of letting the on/off button hang up my calls, then I am able to hang up during a call. However, if I call a customer service type phone where I need to give numeric input (for example provide my customer id number) I am unable to active the screen and use the dialer (number pad).

I have done the following to try to fix the problem:

I resterted the phone.

I have checked that I have the latest available update version for the phone.

I have done a factory data reset.

I have booted the phone in safe mode, and I experience the same problem then.

Help to fix this problem would be highly apprecited.

[alexrx]

Hi there,

Can you confirm us that your proximity sensor is working properly?

Dial(phone app) *#*#7378423#*#* > Servise Tests > Proximity Switch (test it).

Cheers.

[alexrx]

....Also you can try to repair the phone using Sony Update Service.

http://www.sonymobile.com/global-en/tools/update-service/

[Tonje]

I did check for updates on the phone - and I believe have the latest version. I am unable to use the PC Companion as I am on a Linux machine (not Windows).

[alexrx]

Can you ask a friend for help that using Windows 7?

[Tonje · Accepted solution]

alexrx - I was not sure what the test is supposed to do.When I clicked on the Proximity Test in the meny I got a black screen that said "Proximity switch ON". It did not change if moving the phone around.

I did not know where the proximity sensor was located - but a little google helped me along. For others who might find this post - it is located in the upper left corner. Having a screen protector covering the sensor I decided to remove that and it seems to work now. So a dirty screen protector seems to have been the root cause of the issue.

Thank you for pointing me in the right direction 😄  (I wish the guy at the Sony support chat had been able to do the same...)

[alexrx]

You´re welcome.

I'm glad you found the cause of the problem:smileyhappy:

[DulanA]

Thanks. you found it +++++

[Rose7]

So did your problem get rectified after doing this? Did u really have to pull out the screen protector on that part... If im not wrong is that sensor just towards the left side of the front camera? Please help

[Rose7]

I did that test it says proximity switch ON.. Btw I use Sony xperia z ultra