topic Re: Z5 Compact - Black Screen During Calls in Z Series

Z5 Compact - Black Screen During Calls

Eljay64 — Sun, 23 Sep 2018 12:22:36 GMT

In the last week my Z5 screen goes completely black during standard voice calls. If I plug in earphones or have the call on the loudspeaker, the screen stays on - but these two options aren't always going to be right depending on circumstances (such as in car or office), especially when receiving a call. I do not have a dirty screen nor a screen protector - the case has been in the office for almost 2 years - so not the cause Stayed randomly a week or so ago on the odd call, now it is every time... I've tried the soft reset (power button & volume up) about 5 times now to no avail. How do I fix this sudden issue Sony? Not what I'd expect from a major telecommunications & IT company. . Please help...

Re: Z5 Compact - Black Screen During Calls

Eljay64 — Mon, 24 Sep 2018 08:39:22 GMT

And now I can confirm when connected to the car's Bluetooth the screen also status active - so only when making it receiving calls where I'd hold the handset to my ear does it go black .. Help please

Re: Z5 Compact - Black Screen During Calls

Jonas — Tue, 25 Sep 2018 08:04:05 GMT

Hi @Eljay64, very sorry to hear about this.

There is a sensor on the device called proximity sensor that will turn the screen off during a call, if the sensor is covered by for example, your ear. You can see where this sensor is placed on the Xperia Z5 Compact on the link below, its number 5.

https://support.sonymobile.com/global-en/xperiaz5compact/userguide/overview---sn/

When you are using a headset (wired or Bluetooth) or when using the loudspeaker this sensor is not active and that is why the screen does not turn off for you in these cases.

I would recommend that you first of all wipe the top of the display clean with a dry cloth and then you can either do a call or do the inbuilt test for this sensor. The test can be found in Settings > About phone > Diagnostics > Tests > Proximity sensor.

Let me know how it goes!

Re: Z5 Compact - Black Screen During Calls

Eljay64 — Tue, 25 Sep 2018 23:55:01 GMT

Thanks but I already checked all that before my original post (which also stated that I don't have a screen protector & that my screen is not dirty - my mild OCD means it is always clean). I understand how the sensor works (I'm in the ICT industry - primarily the communications side) but the screen blacks out as soon as a call is connected, not when up to my ear - all the time - and this only just started a bit over a week ago, random at first but now for every call when not using earphones, loudspeaker or bluetooth per my first 2 posts above. Your response provides no benefit at all - and I see this has been an issue for many models for 3 years or so now. So you have something tangible to offer other than lip-service?

Re: Z5 Compact - Black Screen During Calls

Jonas — Wed, 26 Sep 2018 10:47:14 GMT

Hi again @Eljay64,

I didn't see that you wrote that you had tried the sensor in the test, that is why I suggested that.

If the sensor is not working correctly, it will black out as soon as you tap the button to initiate the call instead of when it's covered by something.

You can try and restart the device in safe mode just to see if a downloaded application is the cause of this, as you have started to experience this more frequently as of late.

Should there be no change in safe mode, try performing a software repair using Xperia Companion. Do remember to backup your data as the software repair will delete all data from the internal storage. This will tell us if this is related to the software in your device or not.

If you still experience the same behaviour after the software repair has been completed, your device will need to be examined by a trained technician at an authorized service centre and your Local support team will assist you further with this matter as all service cases are handled locally.