topic Re: Screen Remains Black when Phone Rings in X Series

Screen Remains Black when Phone Rings

YOGESH13 — Fri, 17 Feb 2017 12:20:49 GMT

After the February security updates, Whenever incoming call rings, my phone's screen remain black.
It doesn't show name or number of the caller.
I've to unlock the phone manually to see the incoming calls.. Plz help..

Re: Screen Remains Black when Phone Rings

Didrik — Fri, 17 Feb 2017 14:52:04 GMT

Hello @YOGESH13,

I'm sorry to hear that. This is controlled by a sensor located at the top of your screen, if the sensor works as intended then the display will be disabled when covered during a call.

You can test this sensor outside of calls by going to: Settings > About phone > Diagnostics > Test > Ear proximity. How does the sensor behave in this test? Does the phone start vibrating directly when starting the test?

I would also recommend that you try and perform the same test with your phone rebooted to safe mode. This is to make sure that none of your downloaded apps are causing this behavior.

Let me know how it goes!

Re: Screen Remains Black when Phone Rings

YOGESH13 — Fri, 17 Feb 2017 15:39:08 GMT

Well I've done the test, Ear proximity works well. Let us see..!

Re: Screen Remains Black when Phone Rings

YOGESH13 — Sat, 18 Feb 2017 08:51:52 GMT

Both in Normal n Safe Mode Ear Proximity sensor works well..
But still the screen remains off while phone rings...
Any help...?

Re: Screen Remains Black when Phone Rings

Didrik — Mon, 20 Feb 2017 11:39:15 GMT

Hello again,

I see. Are you experiencing the same behaviour with the display turning black during calls with your phone rebooted to safe mode? If that is the case and the phone passes the Ear proximity test I would advise you to repair the software in your phone. That way we can rule out this being software related or not. This is done using a computer and our program Xperia Companion, available for both Windows and Mac.

Click the following link for instructions on how to repair the software: /t5/FAQ/How-to-perform-a-software-repair-with-Xperia-Companion/m-p/1103057

Note that this will reset the phone, you can create a backup directly in Xperia Companion using the Backup feature.

I would however advise that you try making and receiving a call before restoring a backup after the repair is complete.

Should you still experience this after a software repair, let me know!

Re: Screen Remains Black when Phone Rings

YOGESH13 — Sat, 25 Feb 2017 06:47:32 GMT

Well I've decided to submit the phone to the service centre to get it repaired...!

Re: Screen Remains Black when Phone Rings

Didrik — Mon, 27 Feb 2017 15:12:00 GMT

I see, I'm sorry it had to come to that but if a software repair didn't help with getting this resolved my guess is that this is related to hardware rather than software.

Keep me updated!

Re: Screen Remains Black when Phone Rings

YOGESH13 — Tue, 28 Feb 2017 08:04:07 GMT

Well, I still haven't submitted my phone to service centre. But as u said, If really It had a hardware issue, will it be repaired...?
My phone is still under warranty period.
Plz let me know..
Thanks..

Re: Screen Remains Black when Phone Rings

Didrik — Tue, 28 Feb 2017 15:19:27 GMT

The service centres will first have to examine your device before they can determine what components need to be replaced/repaired.

However, I'm not sure about how the warranty and service procedures work in the market you are based in. I would advise you to contact either your local support team, your retailer or the service centre directly for more information about this.

Re: Screen Remains Black when Phone Rings

someguy98 — Wed, 01 Mar 2017 04:00:31 GMT

this is a bug in the Feb release. I have this same porblem. before I updated my phone the sleep mode phone notifications worked. After I installed the Feb update this stopped working. I did a factory reset and same issue. So clearly this is a sony bug for Xperia X with the Feb release.

Xperia X dual sim- black screen

Krithika — Wed, 01 Mar 2017 04:23:33 GMT

I bught a new xperia x dual sim last week. Got all tempered glass [costly one], new sim etc and made my first call yesterday. screen went black and nevere returned. Again made another call, same issue. Was disappointed. Did gogle to fix the problem. but no use. Bought from flipkart so raised a complaint. They should hopefulle replace with a new mobile. But my worry what if that piece also has same issue. Hpw come Sony is having such bug issues, i was shocked. we pay so high and these things happen. Pl respond Sony if the bug is fixed as that seems to be the topic the whole of february. What have you done. I cant be sending returns of the product like this all the time. I need a bug free product. This is unaccetable. Dont you do quality check prior to packing?

Re: Screen Remains Black when Phone Rings

0rAX0 — Thu, 02 Mar 2017 18:08:13 GMT

Hello people,

I had the same issue some years ago with a different phone, and you know what was the problem? The tempered glass protection I put on the screen was blocking the sensor; so before doing anything crazy, do you have your screen protected by this kind of thing? If yes, can you try without it?

Re: Screen Remains Black when Phone Rings

YOGESH13 — Sun, 30 Apr 2017 08:49:10 GMT

Well, I had submitted my phone to the service centre. It was a software issue.. n now it is resolved.

Thanks for the advice...

Re: Screen Remains Black when Phone Rings

Sonya4 — Fri, 05 May 2017 14:54:47 GMT

I also do that ... It stays black when someone calls .. Help me I know more what to do.
Merci

Re: Screen Remains Black when Phone Rings

Zapetljan — Sat, 23 Feb 2019 18:34:51 GMT

@Didrik wrote:
Hello @YOGESH13,
I'm sorry to hear that. This is controlled by a sensor located at the top of your screen, if the sensor works as intended then the display will be disabled when covered during a call.
You can test this sensor outside of calls by going to: Settings > About phone > Diagnostics > Test > Ear proximity. How does the sensor behave in this test? Does the phone start vibrating directly when starting the test?
I would also recommend that you try and perform the same test with your phone rebooted to safe mode. This is to make sure that none of your downloaded apps are causing this behavior.
Let me know how it goes!

There is no such thing as Setting - about - diag - etc

Re: Screen Remains Black when Phone Rings

Strampke — Mon, 25 Feb 2019 02:26:03 GMT

Then you can try the Support app and then Xperia tests, the symbol is in the lower right corner of the screen and proximity when you scroll down on the tests screen.