topic Screen goes black when make a call in XZ Series

Screen goes black when make a call

maxivp19 — Mon, 16 Jan 2017 21:13:22 GMT

Hello,I have the new XZ model and since last week I have strange problem with the display when making a call. The display goes black and nothing can. make it active, I even cannot close the ringing until the operator stops or something suddenly happens. It happens from time to time. I don't have protector to think this can make that problem. I checked the proximity sensor and it works. The version of the android is the last 7.0. I appreciate your help.

Re: Screen goes black when make a call

Uliwooly — Mon, 16 Jan 2017 21:24:56 GMT

@maxivp19

Test the device in >>> safe mode

Re: Screen goes black when make a call

Jake-SonyXperia — Mon, 16 Jan 2017 23:29:06 GMT

Hi @maxivp19,

Welcome to the community,

I am sorry to hear about this, how often does this issue occur and did this happen when running on 6.0?

This is likely related to third party software, so booting to Safe Mode as suggest will help determine this for you.

Let us know.

Re: Screen goes black when make a call

maxivp19 — Tue, 17 Jan 2017 07:17:52 GMT

OK, Thanks. I will try it for few days.

Re: Screen goes black when make a call

maxivp19 — Tue, 17 Jan 2017 07:28:29 GMT

Hi, unfortunately I do not have any long experience with Android 6.0 because very soon after having XZ phone I was proposed to update and within next week I did it to 7.0 version

I will try safe mode.

Thanks

Screen goes black when make a call

sami19771 — Tue, 17 Jan 2017 07:56:52 GMT

hi there

i have experia xz model F8332 .. android 7

the screen go black when making a call sometime and after mintue it came to normal but cannot make any call until restart the phone

i found some soulation on the web that i should clear system cash by rebooting using power + volume up and home buttoun but never work

any help here

regards

sami

Re: Screen goes black when make a call

Uliwooly — Tue, 17 Jan 2017 07:58:41 GMT

@sami19771

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

Re: Screen goes black when make a call

Jonas — Tue, 17 Jan 2017 08:10:20 GMT

Hi @sami19771,

I'm sorry to hear about that.

For how long have you been experiencing this behaviour? Did it occur after you updated your phone or installed a new application?

There is a sensor on your phone called proximity sensor that will turn the screen off when it's covered by for example, your ear when you are making a call or answering an incoming call.

The sensor is placed just to the right of the Sony logo at the top of your screen, is this covered by a screen protector or is there any dust on it? If there is no screen protector covering the sensor, try wiping at the sensor with a clean cloth and place a call.

I would also recommend testing the sensor in the diagnostics test in the phone that @uliwooly recommended. The phone should not vibrate directly when you start the test, only when you cover the sensor with your finger or if you place the phone with the front down towards a for example, a table.

Let us know how it went!

Re: Screen goes black when make a call

sami19771 — Tue, 17 Jan 2017 08:20:21 GMT

the option of testing proximity sensor is not there

only light sensor , ear proxmility , accelerometer, gyroscope

Re: Screen goes black when make a call

sami19771 — Tue, 17 Jan 2017 08:33:11 GMT

I'm sorry to hear about that.

Thank you

For how long have you been experiencing this behaviour? Did it occur after you updated your phone or installed a new application?

last few day and the update happned longtime back ... i do install application from time to time but all from the store known sorcues

There is a sensor on your phone called proximity sensor that will turn the screen off when it's covered by for example, your ear when you are making a call or answering an incoming call.

The sensor is placed just to the right of the Sony logo at the top of your screen, is this covered by a screen protector or is there any dust on it? If there is no screen protector covering the sensor, try wiping at the sensor with a clean cloth and place a call.

I would also recommend testing the sensor in the diagnostics test in the phone that @uliwooly recommended. The phone should not vibrate directly when you start the test, only when you cover the sensor with your finger or if you place the phone with the front down towards a for example, a table.

this happen even in the car when connected nothing block the sensor and not protection sheet as well

Let us know how it went!

Re: Screen goes black when make a call

Jake-SonyXperia — Tue, 17 Jan 2017 23:54:41 GMT

Hi @sami19771.

The Ear Proximity is also the Proximity Sensor, try testing this to see if the issue occurs.

If the problem is happening within this section, I suggest booting to Safe mode as mentioned above and letting us know if you are getting the same result.

It's good to know that you are downloading from the Play Store, just know that even though it comes from the Play Store, third-party apps can still cause issues on any device they are loaded on Play Store or not.

Let us know how you get on.

Re: Screen goes black when make a call

maxivp19 — Wed, 18 Jan 2017 11:11:46 GMT

I am sorry to inform you that even I put the phone in a safe mode, the problem occured again twice: 1.When started to make a call - the screen again went black; 2.After I received a call and ending it from the calling side the screen again was black after that.

If you have any other ideas, please share. Thanks.

P.S.: From this morning I returned the normal mode and since then it works properly.

Re: Screen goes black when make a call

Jake-SonyXperia — Wed, 18 Jan 2017 23:08:40 GMT

I see, there is a possibility that this is still software, I would suggest running a backup and then performing a software repair on the device.

If this fails, then I suggest getting the handset inspected by a service agent.

backup using Xperia Companion

software repair using Xperia Companion

Let me know how you get on.

Screen goes off during call

Deepesh515 — Thu, 27 Apr 2017 06:27:40 GMT

In new update also have calling bug

When i make call screen gone black

And single sim use then also screen goes black.

Sony xperia staff plz resolve problems.

Its very harmful for xperia mobile

phone calls hanging up.

Narendra789 — Mon, 01 May 2017 11:00:03 GMT

Sirs

When I call .phone show black screen.i wait till 3 minutes.but call are totally hang.many time restarted.but call hang.its surprised

Re: phone calls hanging up.

Jake-SonyXperia — Wed, 03 May 2017 00:28:47 GMT

Hi Guys,

Have you had a look at the content above, the information there may help you clarify where the issue is and how to deal with it.

Please let me know if you have any issues.

Re: phone calls hanging up.

Andyv4446 — Fri, 05 May 2017 20:17:10 GMT

Sirs

Same problem occurs on my XZ phone

The screen goes black but the lower buttons is shown

The problem is that the call isn't even done it's hanging in the middle I can't hear the ringing sound and the call isn't initiated

Then I close all the apps even the calling app to try to initiate a new call but nothing happens at all it doesn't respond

I tried also to restart the phone but it sometimes stay in this issue without being able to making any calls

The only way to make a call then is to wait someone to call you to have the calling app working again

I tried also to make a repair by the PC software but the problem still exists

Finally this is a bug to be fixed in the latest version of nougat try to work on it and I'm waiting ur new kernel soon to fix this bug

Thank you

Re: phone calls hanging up.

Andyv4446 — Sun, 14 May 2017 09:12:14 GMT

Hello

The new update was released a few days ago but this problem still exists

Yesterday I couldn't make any calls and I wasn't able to use the phone as calling machine

I Tried restarting the phone after clearing the cache data

I Made full repair on pc but the problem exists

Please, anyone has any idea how to fix this rather than waiting someone to call me

Re: phone calls hanging up.

jimi83 — Sat, 20 May 2017 13:28:10 GMT

Hi There

I have exactly the same problem, after going to 7.1.1 this occured to me, x.x.x.199 and still on 223 version (CE1) .

Straight when somebody is calling me/ or im making the call screen goes black, if you press the power button I think two times you can barelly see that the screen is very dark, so you can hit "end call " button. But not every time this is possible.

For now I have only temporary solution, changed in settings/accessiblity /that the POWER BUTTON ENDS the call.

But this is for 100% software issue. All sensors works fine. I have the phone from the beginning. There is a bug in the 7.1.1 .

Could some devs investigate this problem? Can I help somehow? It is quite annoying.

Greetings

Re: Screen goes black when make a call

Baronesspink — Sun, 21 May 2017 19:28:52 GMT

I've been experiencing the same problem over the last few weeks and have to restart the phone.

I've also run the diagnostic tests and they all passed. I'm on Android 7.1 and have only had the XZ a couple of months