Problems making phone calls

[Saz74]

For some reason whenever I make a call, the screen goes dead and unresponsive, even though I can hear the other person. And I can't hang up, I've to wait for the other person to hang up. Is this usual with this Phone?? 

[najodleglejszy]

do you use a screen protector? perhaps it's covering the proximity sensor which in normal conditions turns the screen off when you put up your phone to your ear during a call.

[Saz74]

I have the original screen protector on as I only got it Saturday. I will be putting a screen protector on when it arrives. It goes blank even if I don't put it to my ear. Maybe I'll try taking the protector off.... 

[najodleglejszy]

the sensor is located in the top right part of the phone, it's that black pill-shaped thing. is it covered by the protector or is there a cutout for it?

[MarlonUk1 · Accepted solution]

hi @Saz74: can you try to run xperia diagnostics? settings>about phone. does all sensors work?

how about when you are on safe mode??

[Saz74]

Sensors are working. Took the cover off and it's working. I'm an idiot!! Need the official screen protector to come with the holes cut in the right place. Thanks for your help. 

[najodleglejszy]

glad to hear that you solved the issue

[stanlykubrick]

The screen protector that came with my phone is a tough piece of plastic that was never meant to stay on the phone during use. It is simly for protection during shipping. No wonder you were having trouble.

[Sonyfan1981]

I'm having the same problem but I have no screen protector, it even happens with messenger calls 

[JCmane]

It's the same problem with my old Z5 my way back then and now my premium XZ. I've been a sony user for long. If not the speaker is the problem it will be the calls. WHEN I CALL or ans the Phone turns black. I can't press anything during calls. I want to upgrade to the latest but I am afraid it will be just like this in 2 years time. Been a loyal customer since Experia Z.

I am planning now to switch because of this problem with Sony. So ..