Article ID : SX675702 / Last Modified : 09/12/2023Print

The screen doesn't turn off during a call when you hold the phone close to your face

    Valid for

    • Android™ 9 or higher

    Your device has a sensor that detects proximity. The proximity sensor turns off the touch screen during voice calls when your ear is close to the screen. This prevents you from unintentionally activating other functions on your device when you are engaged in a call. The proximity sensor is located on the upper front part of the phone (above the display). The time needed for the sensor to turn on or off the display before or after a call is fixed. It can take up to a few seconds for the display to turn on or off.

    The proximity sensor may not work as intended in the following cases:

    • You may have forgotten to remove the temporary transparent protection film that covers the touchscreen when you first buy it. This film is only designed to protect the screen during shipping and is easy to peel off. Often, you recognize it by its protruding tab.
    • If your device has a screen protection film, make sure it's specifically intended for your Xperia® model. Such a protective film must have the holes for the proximity sensor and the front camera in the correct positions.
    • Make sure the proximity sensor is clean; many problems with the proximity sensor may be solved by cleaning it.
    • If you use a case or cover that is not well suited to the phone, it may impact the functionality of the proximity sensor. The case may cover the sensor.
    • There may be other causes for the sensor not working as intended.

    Try these methods one after the other. Verify whether the problem was solved after each method before trying the next one.

    • Make sure to remove the transparent film that covers the touchscreen when you first buy it. This film typically has a protruding tab.
    • Check that any protective film your device uses has the holes for the proximity sensor and the front camera in the correct positions. The sensor is placed at the top of the device above the screen. To verify the exact location of the proximity sensor for your Xperia model. Manuals are posted on your model support page. You can view an illustration of the device and the main hardware parts in the Getting started chapter under Overview. Remove the protection film if you can't verify it is correctly fitted.
    • Clean the proximity sensor.
    • Remove any case or cover you use with your phone.
    • Force the phone to restart.
    • Test the proximity sensor in your phone.
    • Make sure your device is fully charged. Then, perform a system software update, if one is available.
    • Back up any important data saved on your device, then perform a factory data reset.
    • Contact the original vendor or contact us. If you need to hand in your device for service, back up all the data you want to keep. Data on the device is deleted when examined. Also, remove all your Google™ accounts on your device before handing them in. Don't forget to supply proper documentation, for example, proof of purchase and warranty card. The documentation required may vary depending on the market or country.

    To force the device to restart

    1. Press and hold down the volume up key and the Power key until your device vibrates three times, then release the keys. The device turns off automatically.
    2. After the device is turned off, restart your device by pressing the power key.

    To test the proximity sensor

    1. Find and tap SettingsSupport. If this is the first time you start Support, tap ACCEPT to accept the privacy policy.
    2. On the tab, scroll down, tap Ear proximity, and follow the on-screen instructions.

    To perform a factory data reset

    1. Make a backup of any personal content you want stored on your device's internal memory. Photos, videos, music, and other data stored on an external memory card are not erased.
    2. Make sure you know your Google™ account username and password.
      Note: Depending on your security settings, you may need to enter the Google account credentials you use on your Xperia device to be able to use it after a factory data reset.
    3. Find and tap SettingsSystemAdvancedReset optionsErase all data (factory reset)RESET PHONE.
    4. If required, draw your screen unlock pattern or enter your screen unlock password or PIN to continue.

    Note: When you perform a factory data reset, you erase all personal data stored on the internal storage of your Xperia device. Make sure you always back up data stored on the internal storage you want to keep before performing a factory data reset. Photos, videos, music, and documents stored on the SD™ card are not erased during a factory data reset.

    Updating the system software

    The easiest way to install a software update is to do it wirelessly from your device. However, some updates aren't available for wireless download. In such cases, you must check for new software using a USB cable and a computer running Xperia Companion.

    To download and install a system update wirelessly

    1. If you use a device with multiple users, make sure you are logged in as the owner.
    2. Make sure your device is connected to the internet. It's recommended to use a Wi-Fi® network instead of a mobile network to download new software to avoid data traffic costs.
    3. Find and tap SettingsSystemAdvancedSoftware updateSYSTEM.
    4. If a system update is available, tap UPDATE.
    5. When the update is installed, tap RESTART.

    To update your device using a computer

    Note: For Xperia 1 IV, Xperia 10 IV, Xperia 5 IV, Xperia I V, and Xperia 10 V, Xperia Companion Software Update is not supported.

    1. Computer: If not installed, download and install the Xperia Companion application from the Xperia Companion page.
    2. Open the Xperia Companion application.
    3. Connect your Xperia device to the computer using a USB cable.
    4. Xperia device: When prompted by the message Allow access?, tap ALLOW.
      • Make sure that your device is connected to a computer via a USB cable.
      • From your Home screen, drag the status bar downwards.
      • Find and tap Charging this device via USB, select File Transfer under USB Preferences, and find and tap File transfer.
  • Computer: After a few moments, the Xperia Companion application detects your device and searches for new software. If a new software update is detected, a pop-up window appears on the computer. Follow the on-screen instructions to update your Xperia device.
  • Click Software update on the Xperia Companion home screen and check for new software manually.