Screen goes black during calls and will not turn on: how to fix it

01Why does the screen go black during calls?

A proximity sensor sits at the top of the screen, near the earpiece. When you bring the phone to your face, it detects this and turns the screen off, so your cheek does not press buttons and battery is saved. When you move the phone away, the screen should turn on immediately. If it does not, the sensor is reading the wrong value.

02The most common causes

• Screen protector or case. Protectors that cover or shade the sensor are the most common cause.
• Dirt and dust. Dirt on the top edge of the screen can make the sensor read “near” all the time.
• A software issue. After an update or a freeze, the sensor may stop responding.
• A screen replacement. After a replacement, the sensor, its connection or a part around it may be missing or fitted wrongly.
• Drops and liquid. The sensor or its cable can be damaged.

03Steps you can try at home

1. Clean the top of the screen. Wipe around the earpiece with a clean, soft, dry cloth.
2. Remove the protector and case. If the problem disappears, use a protector that leaves the sensor area open.
3. Restart the phone. Then check for a software update.
4. Test the sensor. On Samsung, run the proximity test under Samsung Members › Support › Diagnostics. On Xiaomi, typing *#*#6484#*#* in the dialler opens a test menu with a proximity sensor test; this menu does not work on every model.
5. Use a workaround. The sensor is disabled when you talk on speakerphone or with Bluetooth earphones.

04When does the sensor need repair?

If cleaning, testing without a protector and restarting do not help, the sensor or its connection should be checked. On iPhone, the proximity sensor sits in the same area as the front camera and earpiece; problems that appear after a screen replacement are often related to these parts. Choose your model on our iPhone models or Samsung models page and ask about the fault.

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