phone calls hanging up.

[RLB1921]

Hi,

When I make or answer a phone call, my screen goes black and I cannot hang up the call. Pressing the power button doesnt hang up the call, or turn the phone back on. I have to double press the power button to get access to the phone again. If I press on the phone call to try and hang the call up, it still doesn't hang up, but goes black again.

Please help!

[Lina · Accepted solution]

Hello @RLB1921, welcome to the community!

I'm sorry to hear that. On your phone you have a small sensor that notices if you hold your phone against your ear, and turns off the screen in calls so you don't accidentally hang up with your cheek. This sensor is placed at the top right part of the screen, next to the SONY-logo, and you can see it as a small oval shape below the glass. On a Xperia Z5 Premium the sensor is marked as number 4 on this picture. The sensor is quite sensitive and it's really important that it's not covered by anything like a screen protector, make up or dust. If you don't have a screen protector on your phone right now, you could clean the screen over the sensor with a soft cloth. 

You can also run a test on your sensor in our Diagnostics tool. You'll find Diagnostics in Settings > About Phone > Diagnostics/Support. Run the test on the Proximity Sensor and see how it works out. 

If the sensor works fine in Diagnostics, I recommend that you put your phone in safe mode for a while and make a call. In safe mode all your third party applications are temporarily inactive, which can help you determine if there is a downloaded application that's interaction with your phones functions.  To exit safe mode, just restart your phone like usual and it's back to normal.

Please keep me posted! I would love to know how things work out.

[RLB1921]

Hi Lina,

Thanks so much for your help. It was a new screen protector I had put on that didn't fit properly. Thank you.

[Lina]

I'm so happy I could help you!

You're always welcome to get in touch if there's anything else I can assist you with. Have a nice weekend! 

[RLB1921]

Thank you so much Lina. I definitely will.

Take care and God bless,

Rachel

[Black_Rose]

Hi,

I'm having the same issue,  only I don't have a screen protector and I've cleared my phone of dust! I have the Sony Xperia Z5 and I've been having this issue for some months now. The second I make a call, the screen goes black and does not allow me to do anything with the phone.  I have to continuously push the power button with one finger and attempt to press the phone to end the call with my other finger. The screen goes on and off rapidly and it's almost like a game of chance. Sometimes it works, sometimes the phone goes to the person's voicemail (if they don't pick up) which leaves them with a long voicemail from me. For whatever reason, the only way I am able to make a call without the screen going black is when my ear phones are plugged it. Does anyone know why that is?

I've tried the diagnostic tool on this phone, and there's obviously an fault with the ear proximity sensor. I've tried forcing the phone to restart, factory reset AND the phone is already on the latest software. 

Is there any way of deactivating it? If not, why has Sony decided not to give this option to its customers?  Does Sony have an alternative fix to this proximity sensor issue (which a lot if people have) that doesn't involve expensive repair costs?  

I honestly don't want this proximity sensor on my phone anymore, it's caused me nothing but grief!  

Someone please reply with some advice. 

[RLB1921]

How frustrating!  Is forcing your phone to start the same as a cold start? I hold the power button and volume button at the same time until it vibrates three times and then turn the phone back on. A friend taught me this. Its helped with a lot of issues on my phone for me. But if your sensor thing is damaged, I suppose it won't help at all. I hope someone else on here can help you.

[Black_Rose]

@RLB1921

Pretty much. I've tried everything on this Forum and it doesn't work. Why Sony would hardwire a function like a proximity sensor without there being a switch off option in the settings is beyond me. A sensor is SENSITIVE. There's plenty of ways it can have issues. If the phone is few years old, I guarantee this will be an issue because the sensor is in a very specific place. Knocks or bangs will cause a problem. The only alternative to troubleshooting this issue is to get it repaired by a professional. And if this happens again? Same process. 

Why has Sony not thought this through before rolling out these phones? 

I never had this issue with my Samsung. Nothing as silly as a black screen during calls. This was my first Sony phone, and it will be the last. 

[Black_Rose]

My phone is just over a year old and naturally, it has a few scratches. Not around the sensor though! 

Big business have an agenda. Technologically advanced mobiles don't last as long. They should state that clearly to customers. The more advanced the phone is, and the more hardware/hardwired functions it has, the more it'll cost to fix it unless customers take out insurance on the phone.