topic Re: New Phone in XZ Series

Screen turns off when making a phone call

Marc69 — Tue, 08 Aug 2017 19:04:54 GMT

Just had the new Premium and just found out that every time I make a call the screen goes off so can't do anything and the only way to finish is to take my sim out 😣 HELP

Re: New Phone

najodleglejszy — Tue, 08 Aug 2017 19:17:15 GMT

do you have a screen protector applied? if it doesn't have the cutout for the proximity sensor (the black oblong thing in top right part of the phone), the screen will go off during call even when you don't put the phone to your ear. if that's the case, removing the protector should fix the issue.

Re: New Phone

Jonas — Wed, 09 Aug 2017 06:33:34 GMT

Hi @Marc69, welcome to our forum and congratulations on your new Xperia XZ Premium!

Just like @najodleglejszy explained, there is a small sensor on the phone (number 6 on the link) which is a proximity sensor that will turn the screen off when it is covered by for example, your ear. If the sensor is covered by a screen protector or in your case it's a new phone, make sure that you remove the transport film from the phone as this does not have a cutout for the proximity sensor and the phone will then act as the sensor is always covered and you have to wait for the counterpart to end the call before you can turn the display on again.

After you have removed the transport film or screen protector you can test the sensor out in the inbuilt test in the phone which you can find in Settings > About phone > Diagnostics > Test > Ear proximity to see that it's working as it should.

Let us know how it went!

Re: New Phone

Marc69 — Wed, 16 Aug 2017 04:58:55 GMT

Thanks for yours and everyone else's help in my call problem, as you said it was there film. I'm such a fool much thanks

Re: New Phone

Jonas — Thu, 17 Aug 2017 15:36:31 GMT

You're very welcome.

If you haven't had a phone with a proximity sensor before it's not that easy to know about it.

Let us know if there is anything else you need help with or if you have any questions regarding your new phone!

Re: New Phone

azzido — Thu, 17 Aug 2017 21:06:44 GMT

I wonder why many times instead of turning the screen balck only it is locking the screen completely. Then once the call has ended I cannot just close it by clicking on the red button because first I need to unlock the screen in order to do this... Annoying.

Cant hangup after connecting to voicemail

Nielk — Wed, 04 Oct 2017 11:25:50 GMT

Hi when i male a Call and connect to a voicemail My display goes black and I cant hangup the Phone,

What can i do?

Re: Cant hangup after connecting to voicemail

Andyben — Wed, 04 Oct 2017 11:48:04 GMT

If you do the proximity test, you'll notice that the sensor is quite sensitive and cuts in from around 5cm away.

Re: Cant hangup after connecting to voicemail

Jonas — Wed, 04 Oct 2017 12:26:31 GMT

Hi @Nielk, welcome to our forum and I'm sorry to hear about this.

If there is a screen protector covering the proximity sensor or if there is any dirt/moisture on the sensor, it will not work correctly and the phone will think that you are still having the phone at your ear even when taking it down from your ear.

On the link below you can see where this sensor is placed on the phone (number 6)

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

Try wiping this area clean with a dry cloth and make a call and see if you notice any difference when taking the phone down from your ear. You can also run the test for the sensor which you can find in Settings > About phone > Diagnostics > Test > Ear proximity.

Let me know if that helps!

Re: New Phone

Leye — Thu, 07 Dec 2017 12:38:19 GMT

Hat replacement will broken screen

Re: New Phone

Leye — Thu, 07 Dec 2017 12:42:10 GMT

Yes with cut out

Re: New Phone

Jonas — Wed, 20 Dec 2017 14:01:13 GMT

Hi @Leye, I'm not quite sure that I understand your question, could you please elaborate a bit?

Thanks in advance!

Re:C4 DUAL OFF SCREEN

Alias867 — Thu, 22 Mar 2018 13:29:06 GMT

Hi,

Have had a problem with the screen going off while on call BUT just got the perfect solution by removing the screen guard which I had replaced yesterday.

Thanks for your support

Re: Re:C4 DUAL OFF SCREEN

Jonas — Tue, 27 Mar 2018 13:24:35 GMT

Hi @Alias867, you're very welcome!

It's very important that the screen protector is made for the device that you are using so the cutouts for the speakers, sensors and so forth are in the correct place, otherwise they may be covered and not work properly!

Let me know if there is anything else I may assist you with and have a great day!

My Xperia Z3 screen will turn black every time when I place or receive a call

pal_stephen — Fri, 06 Apr 2018 02:15:17 GMT

Hello,

I have My Xperia Z3 for just over 2 years, recently, the phone's screen will turn black immediately every time when I place or receive a call, I can't do anything to get it back on until press the off button on the side many times or when the other party hang up.

I have tried to clean the proximity sensor area, take off the screen protective cover, but doesn't make any change.

I gone through the Diagnostics/ Test/Ear proximity, but as soon as the test started, before I put the phone face down to a flat surface (still face up), it vibrates.

Any clue?

Re: My Xperia Z3 screen will turn black every time when I place or receive a call

NunoSEN2 — Fri, 06 Apr 2018 13:36:28 GMT

@pal_stephen;

Try the same test with the phone in safe mode to discard any third party app influence, if the phone behaves the same way try a software repair with Xperia Companion, if that doesn't help the next step is to contact your local Xperia Support team to get your phone hardware looked at.

Re: My Xperia Z3 screen will turn black every time when I place or receive a call

Jonas — Wed, 11 Apr 2018 13:48:46 GMT

Hi @pal_stephen, very sorry to hear about this.

@NunoSEN2 covered it all, please follow his recommendations and see if you can get the sensor to work properly again.

Remember to create a backup using Xperia Companion before starting with the software repair using Xperia Companion as all data stored on the internal storage will be deleted.

Keep us posted!

Another SOLUTION: My screen will turn black when I place or receive a call

NormanJ — Tue, 05 Jun 2018 14:09:51 GMT

I had the same problem with a custom android (LineOS 12.1 + OS13) and with other ROMS.

in past, turning off the "proximity sensor" option at the phone app may have worked for alot.

But theres another black-screen trap in andriod. The "Lockscreen" options.

Especially if you use a pattern for unlock. If you using swipe for unlock everything should be fine at calls.

But with a pattern for unlock the screen, you have to look for an option called maybe "automatic lock" (sorry i use a german langsys). And it seems like that in most android roms the default automatic lock time is set to 5 secs. After that you cannot unlock as long as the call is running.

But after i´ve set this option to 10 or 30 minutes, everything is fine now for me.

Cheers

Re: Another SOLUTION: My screen will turn black when I place or receive a call

Jonas — Fri, 08 Jun 2018 07:51:07 GMT

Hi @NormanJ, welcome to our forum!

I'm glad to hear that you were able to solve this, however keep in mind that we do not support custom ROM's.

Have a great weekend and thanks for this information!

Re: New Phone

Delphina1982 — Sun, 08 Jul 2018 06:36:30 GMT

What if the phone does not have sreen protector? Since I bought this phone I never fix screen protector