topic Re: Black screen, after making a call in Z Series

Black screen, after making a call

DimitarT — Mon, 29 Feb 2016 12:32:55 GMT

When I make a call on my Xperia Z3 the screen go black emidiatly, before take it to the ear. The same happen went someone call me and I pick up.
Any sagestion for the problem?

Re: Black screen, after making a call

_alexdon_ — Mon, 29 Feb 2016 12:39:29 GMT

Do you have a screen protector? Usually if they aren't applied correctly or if they are thicker this can occur. Also, any kind of covers?

Re: Black screen, after making a call

CameronT — Mon, 29 Feb 2016 23:50:43 GMT

Hi @DimitarT,

Welcome to the community.

As alexdon suggested the most common reason for this is a screen protector or cover interferring with the proximity sensor. You can test the proximity sensor in Settings > About Phone > Diagnostics > Test > Proximity Sensor.

Re: Black screen, after making a call

DimitarT — Tue, 01 Mar 2016 03:02:03 GMT

HI. Thanks for the greetings CameronT.

Yes, my phone have a screen protector and it is not perfectly applied. Thank you for the advice. I will try and perform the test of proximity sensor.

Re: Black screen, after making a call

CameronT — Tue, 01 Mar 2016 23:02:44 GMT

@DimitarT, Have you been able to test this yet?

Re: Black screen, after making a call

DimitarT — Wed, 02 Mar 2016 06:19:59 GMT

Yes, I perform the test. The result was that the sensor is aways on. I tried to do the test again in the service menu, but the result was the same. I suppose the reason really is the screen protector and after changing it everything will be OK. Thank you for your help!

Re: Black screen, after making a call

CameronT — Wed, 02 Mar 2016 23:41:21 GMT

@DimitarT, Great! :). If you want to be 100% sure but don't want to completely remove your screen protector yet, you can peel back the screen protector at the top and check if it works correctly.

Re: Black screen, after making a call

DimitarT — Thu, 03 Mar 2016 02:20:33 GMT

Thanks. Soon as I can, will try to do it.

Re: Black screen, after making a call

sushidushi — Sun, 08 May 2016 17:19:01 GMT

In case this helps someone else, I have been experiencing the same problem recently with my Z3 - the screen goes black when making a phone call and does not turn back on again when removing the phone from my ear. This makes it impossible to use services that give menu options.

In my case, the problem is that the screen is coming away slightly at the top, so I have found that I can get around the problem by gently squeezing the screen when I need to access a menu or hang up.

I haven't tried fixing the issue by glueing the screen back on, as I don't want to mess up the phone permanently, but brave people might wish to consider it.

I hope this helps.

Re: Black screen, after making a call

AndreasC — Thu, 09 Jun 2016 13:24:34 GMT

So if the screen protector is interferring is the most common reason, what are your thoughts on more uncommon reasons?

I have the same problem, the screen going black, and according to the diagnostics the sensor should be working fine but still it goes black. Not every time, but maybe 4 out of 5 times.

I could resiously need some help, it's a real problem to not be able to hang up...

Thank you in advance!

Re: Black screen, after making a call

Mashaeel — Thu, 09 Jun 2016 16:07:47 GMT

I have the same problem with my z5 it goes black even when i finish the call for a minutes

Re: Black screen, after making a call

DimitarT — Thu, 09 Jun 2016 22:43:49 GMT

HI, the reason for the black screen on my phone wasn't the screen protector. The front panel of the phone had loosened. Because of that the sensor was always on and I couldn't be able to hang up. My service provider change the front panel and everything became normal. But after three months it happens again.
Wenn the screen is black try to press, whit finger the top of the screen, not to strong, and if the screen light look if it loose.

Sorry for the bad English Hope that is being helpful.

Re: Black screen, after making a call

ghencea-RO — Fri, 01 Jul 2016 12:32:57 GMT

Now I have it too. No cover no bad screen fix nothing from above. I didn't drop it or anything, it came out of the blue. It worked fine before, now it has this issue. Nothing said above worked for me. Tried also restart turn off/on. I have Z3 Compact Android 6 by the way. Also tried the Diagnostic ear proximity sensor check, I suppose it is ok too. Maybe an new app, maybe the settings...I'll get back if I find the cause. Definitely must be the ear sensor or the calling app. Looks like the ear proximity sensor is on when it shouldn't be.

Re: Black screen, after making a call

Renzotadd — Tue, 30 Aug 2016 15:00:31 GMT

I am experiencing the same frustrating problem, black screen during and after a call. I was thinking this was because an update. Then a friend who has a iPhone told me that he had the same trouble due to the screen on the upper part detaching from the frame, and really so it is! Now my if I want my mobile to work properly I have to hold the screen tog with the frame manually. It still has warranty and I ll ask to repair on this base but I don't find what happens so serious from a waterproof mobile...

Re: Black screen, after making a call

7891 — Sun, 04 Sep 2016 20:30:24 GMT

Hi there new to this, I have the same problem with my z3 I've done the ear proximity test and the vibration starts straight away before I have done anything. Any suggestions? this has only started happening since the last update.

Screen goes off when making call

MACHINGURA — Tue, 02 May 2017 18:03:47 GMT

HIE SUPPORT FORUM. I HAVE GOT AN EXPERIA Z3 DUAL SIM. MY SCREEN GOES BLACK WHEN I DIAL A NUMBER OR WHEN I SWIPE IT TO RECEIVE A CALL. I CANNOT LIGHT UP THE SCREEN WHEN IT IS ON CALL EVEN IF I PRESS THE ON AND OFF BUTTON SEVERAL TIMES'. SOMETIMES IF I MISTAKENLY DIAL A WRONG NUMBER IT IS VERY DIFFICULT TO END THE CALL SINCE THE SCREEN GOES BLACK AND ANY ATTEMPTS TO BRING THE SCREEN ON USING THE BUTTONS WONT WORK AND ITS EMPARRASING BECAUSE USUALLY THE CALL GOES THROUGH WHILST I AM FRANTICALLY TRYING TO STOP IT. I HAVE TRIED SEVERAL TIMES TO REPAIR THE SOFTWARE WITH THE EXPERIA COMPANION BUT THE PROBLEM USUALLY SURFCES A FEW DAYS AFTER REPAIR. COULD THIS BE MY SOFTWARE OR ITS THE HARDWARE . HOW CAN YOU HELP ME

Re: Screen goes off when making call

gjiri — Tue, 02 May 2017 19:11:54 GMT

My friend on tht you just need glue on your screen near proximity sensor check your screen if it's tight up

Re: Black screen, after making a call

sara2017 — Fri, 08 Sep 2017 12:16:51 GMT

Thanks. Soon as I can, will try to do it.I am following well and I am keen to provide myself with a lot of information

Re: Black screen, after making a call

Mohamed_Hemimy0 — Sat, 14 Oct 2017 09:48:10 GMT

I used to have this problem for the last 5 months, and I was searching aggressively to find a solution, lastly I found it from Sony replies however I wasn't convinced with this solution till I had no other way but to give it a try. The solution is to take off the glass screen protector. Yes, thar was really the solution and my phone is working well again now.

Re: Black screen, after making a call

BenBora — Fri, 20 Apr 2018 17:57:14 GMT

Spot on! Same here