Help Screen Not Working During Calls

thoedani · Oct 13, 2013

I've had this phone for a couple weeks and love just about everything everyone has mentioned with it.

On BIG problem though. When I am making calls I cannot use the screen. So if I accidentally dial the wrong # I can't get the phone to wake up to hang up. Also, I can't call customer support about this issue because I can't wake the screen to press the right #s to get though the menu. Etc, etc. Tipping/tilting/twisting the phone do not wake the screen and pressing the power button does nothing either. Anyone else have this problem?

alostpacket · Oct 13, 2013

Sounds like either dirt over the proximity sensor or something is broken with it.

I would try wiping the phone very clean and if not calling Moto support from a landline or other phone. If that doesn't work try chatting to their web help online maybe.

I dont think there is any setting that you accidentally turned on, might just have gotten unlucky with a defective component.

But try cleaning the phone on the top front near where you put your ear to the phone. Use a dry, clean cotton towel at first or a tiny bit of tap water just to dampen the towel but dont let water get inside. Do not use any amonia based cleaners like Windex, water should easily suffice (and only need enough to dampen the towel)

alostpacket · Oct 13, 2013

Also if you have any type of case or bumper or screen protector, take that off and see if the problem persists.

330D · Oct 13, 2013

I have a VZW Droid Maxx, and had this problem when I put on my otterbox. I had to cut out a hole for the prox sensor. I would imagine that you have a piece of something messing with yours, or it's faulty. 1/4 inch to the left of the speaker is the sensor. See if there is an obstruction, and go from there. Also have heard a reboot fixes this in some cases.... GL!

thoedani · Oct 13, 2013

Thanks! I had tried wiping it down, but didn't think of keeping the case off as it's one from Verizon made for the phone. But that does seem to be working, which is a relief!

I did not want to be funneled to the refurbished phone only 2 weeks in.

Funny they wouldn't check these things out.

330D · Oct 13, 2013

I think it's just a super sensitive sensor. I have never had this problem before with any android phone I've had. Glad you got it straight!

Funnyusername · Oct 14, 2013

Pretty sure I had this same problem. I was had on the original film on the phone when it came out of the box ( I was trying to wait to take it off till I bought one ). Buy anyway, I couldnt use the screen during calls either. Just black. But the phone worked. Removed the film. Problem gone.

I know its not helpful to you anymore, but just wanted to let other people know.

owen sixteen · Oct 14, 2013

I had this issue flare up for the 1st time today. Rockin the original screen film from the factory. I just rebooted and it was fine after that.

I do notice Textra was and is acting weird. Notifications turned off on their own. Could it be that app causing my issue?

alostpacket · Oct 14, 2013

did you remove the film?

owen sixteen · Oct 15, 2013

No, I left the film on. Still rocking it. Have not had the screen issue resurface yet.

alostpacket · Oct 16, 2013

owen sixteen said:
No, I left the film on. Still rocking it. Have not had the screen issue resurface yet.

That's crazy. Very cool that it works though

Booya · Oct 16, 2013

owen sixteen said:
No, I left the film on. Still rocking it. Have not had the screen issue resurface yet.

Phew I thought i was the only one that left the film on.

Help Screen Not Working During Calls

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