No access to screen during call

[Pollomax84]

Hello, since the purchase of the phone there is a very troublesome problem on the software, I explain myself during a call when I remove the phone from the ear to access the keyboard or the speaker, I have a screen Black I do not see anything and I have no functionality and I have trouble hanging up the call. I tried a phone repair (software) on the computer and a phone reset is the same. Do you have any idea of ​​the problem?

Translated with Google translation as I am French: D

[Qatrium]

Hello @Pollomax84 and welcome to the community!

Thank you for using a translation service to post your question in English!

This problem is usually caused if the proximity sensor is covered by something, so start troubleshooting by ensuring that there's no dirt/sweat/fingerprint on the proximity sensor. If you have applied a screen protection film on your device, make sure that it is specifically intended for your Xperia model. It is important that the screen protection film has holes that are accurately placed so that the proximity sensor is not blocked. It's the one marked with the number (5) in this picture:

If you are sure that your sensor in clean and not covered, try testing it in diagnostics:

- Go to Settings -> About phone -> Diagnostics -> Test -> Sensors -> Proximity sensor.

[Pollomax84]

Thank you for your answer, the test near the ear is in failure

[Qatrium]

@Pollomax84

Restart your phone in safe mode (use the blue link for a guide) and test if you still have the problem.

[Pollomax84]

Problem always present

[Qatrium · Accepted solution]

@Pollomax84

This might be a hardware issue, so I'd suggest that you contact your Local support and request to get your phone inspected by a prefessional.