Motorola Community

Moto Z Phones - Mod CapableMoto Z² Play
All Forum Topics
Options

11 Posts

08-16-2018

FR

2 Signins

69 Page Views

  • Posts: 11
  • Registered: ‎08-16-2018
  • Location: FR
  • Views: 69
  • Message 1 of 46

Black screen during call, unable to get the screen working.

2018-08-16, 17:33 PM

Hi!

I purchased my phone some days ago.

So it is new.

The problem is, when you make a call, it turn the screen black, and you can't have it back. So, you can't end the call or do anything else.

It come back once the call receiver stop the call.


I did a factory reboot.

As long as i know, it is working "well" until the phone up to date.

So, this is definitively a software malfunction.

How to make my phone work now?

I must ask for refund?

Reply
Options

28352 Posts

02-02-2016

US

5841 Signins

132765 Page Views

  • Posts: 28352
  • Registered: ‎02-02-2016
  • Location: US
  • Views: 132765
  • Message 2 of 46

Re: Black screen during call, unable to get the screen working.

2018-08-16, 18:04 PM

 wrote:

Hi!

I purchased my phone some days ago.

So it is new.

The problem is, when you make a call, it turn the screen black, and you can't have it back. So, you can't end the call or do anything else.

It come back once the call receiver stop the call.


I did a factory reboot.

As long as i know, it is working "well" until the phone up to date.

So, this is definitively a software malfunction.

How to make my phone work now?

I must ask for refund?


Sounds like something is blocking proximity sensor or some app interfering. Did you test in safe mode? Remove any case or screen protector?

 

You can also use the "Device Help" application, open it, tap FIX at the top, then test hardware, then test "proximity sensor" 

 

The proximity sensor is supposed to make the screen go black an inactive so when you place the phone to your ear, your face doesn't trigger the screen. This should only happen when the phone is brought up to your head during a call. If it is happening when your phone is not near your ear, then some application is doing this, or something is covering the sensor. 

 

To reboot into safe mode, tap the power button until you see power off on screen. Then tap and hold power off (on screen) and a new menu will appear to reboot into safe mode.


* Search box is your friend * I don't respond to PM if question belongs in forum
Reply
Options

11 Posts

08-16-2018

FR

2 Signins

69 Page Views

  • Posts: 11
  • Registered: ‎08-16-2018
  • Location: FR
  • Views: 69
  • Message 3 of 46

Re: Black screen during call, unable to get the screen working.

2018-08-16, 18:14 PM

Allready try all of this.

Proximity sensor is not or really hardly working when i make the test in the "fix" option (it worked once on 50 try)

I will restart it to factory right know to test it.

And i have nothing on the screen. And i only have google play app and a game. If your smartphone can't be used with a game and google play, so, you must not sell them!

Reply
Options

28352 Posts

02-02-2016

US

5841 Signins

132765 Page Views

  • Posts: 28352
  • Registered: ‎02-02-2016
  • Location: US
  • Views: 132765
  • Message 4 of 46

Re: Black screen during call, unable to get the screen working.

2018-08-16, 18:19 PM

 wrote:

Allready try all of this.

Proximity sensor is not or really hardly working when i make the test in the "fix" option (it worked once on 50 try)

I will restart it to factory right know to test it.

And i have nothing on the screen. And i only have google play app and a game. If your smartphone can't be used with a game and google play, so, you must not sell them!


It is part of troubleshooting - if that game or google play is interfering with proximity sensor then those apps should be fixed. 

 

If you did a factory data reset and tested BEFORE installing or restoring ANY apps, and problem persists, then service/repair/replace is next step.

 

If testing of proximity sensor doesn't work after reset, then you have a hardware issue - but make sure you have no case or screen protector that is the cause of the problem. 


* Search box is your friend * I don't respond to PM if question belongs in forum
Reply
Options

11 Posts

08-16-2018

FR

2 Signins

69 Page Views

  • Posts: 11
  • Registered: ‎08-16-2018
  • Location: FR
  • Views: 69
  • Message 5 of 46

Re: Black screen during call, unable to get the screen working.

2018-08-16, 18:23 PM

i just factory reset, still not working, as soon as i'm in a call, blackscreen and unable to get it back.

Reply
Options

11 Posts

08-16-2018

FR

2 Signins

69 Page Views

  • Posts: 11
  • Registered: ‎08-16-2018
  • Location: FR
  • Views: 69
  • Message 6 of 46

Re: Black screen during call, unable to get the screen working.

2018-08-16, 18:25 PM

So i did the fix and test.

It does nothing until un tap a little where the sensor is.

Phone is new, and, i must return it allready... Really?

Reply
Options

28352 Posts

02-02-2016

US

5841 Signins

132765 Page Views

  • Posts: 28352
  • Registered: ‎02-02-2016
  • Location: US
  • Views: 132765
  • Message 7 of 46

Re: Black screen during call, unable to get the screen working.

2018-08-16, 18:27 PM

 wrote:

So i did the fix and test.

It does nothing until un tap a little where the sensor is.

Phone is new, and, i must return it allready... Really?


It sounds that way. If there is no case or screen protector installed, then likely it is the sensor. All brands of a certain percent of defects in the first few weeks - a small percentage, but not unusual. 


* Search box is your friend * I don't respond to PM if question belongs in forum
Reply
Options

11 Posts

08-16-2018

FR

2 Signins

69 Page Views

  • Posts: 11
  • Registered: ‎08-16-2018
  • Location: FR
  • Views: 69
  • Message 8 of 46

Re: Black screen during call, unable to get the screen working.

2018-08-16, 18:36 PM

i have a case, but it started before i had it on the phone, and the case is not on the screen.

I had a screen protection, but same, i removed it to test, nothing change.

Reply
Options

7 Posts

11-15-2018

IN

17 Signins

139 Page Views

  • Posts: 7
  • Registered: ‎11-15-2018
  • Location: IN
  • Views: 139
  • Message 9 of 46

Moto Z2 Play Display Wouldn't Turn Off During Calls Even If I Press The Power Button

2018-11-17, 20:12 PM

Hi, I've using moto z2 play for a few months and I'm very happy with this but now I've facing a problem with this, display light wouldn't turn off during calls even if I press the power button, it'd turn off but then it'd light up next moment it's very annoying and it's getting worse and worse. please help me with this, I'm adding a screenshot of the current build number and It's an Indian model. I hope to hear back from you. thank you

Reply
Options

12023 Posts

03-05-2018

US

1195 Signins

162335 Page Views

  • Posts: 12023
  • Registered: ‎03-05-2018
  • Location: US
  • Views: 162335
  • Message 10 of 46

Re: Moto Z2 Play Display Wouldn't Turn Off During Calls Even If I Press The Power Button

2018-11-19, 15:49 PM

Hi Indy96,

 

Thanks for posting. Did it only light up whenever the caller ended the call? Let's test the proximity sensor of the phone (Open Device Help app > Fix > Hardware > Proximity Sensor). Let me know. Thanks.

 

Best regards,
Rich
Motorola Support



Did someone help you today? Click the thumbs up button to thank them with a Kudo!
If you find a post helpful and it answers your question, please mark it as an "Accepted Solution"! This will help the rest of the Community with similar issues identify the verified solution and benefit from it.

We value your opinion. Read More

Reply
Forum Home

Community Guidelines

Please review our Guidelines before posting.

Learn More

Check out current deals!

Go Shop
X

Save

X

Delete

X

No, I don’t want to share ideas Yes, I agree to these terms