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Joniur
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Registered: ‎07-19-2019
Location: IR
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Message 1 of 15

Problem with proximity sensor in moto Z2 force

My z2 force mobile phone has recently encountered a problem with its proximity sensor, that the screen does not turn off when it's in the conversation and this issue is annoying. Furthermore  the adaptive brightness settings are disabled too. Tell me that these issues are software problem or hardware's? 

Thanks

Senior MotoAgent
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Message 2 of 15

Re: Problem with proximity sensor in moto Z2 force

Hi Joniur,

 

Thanks for the post. I'd like to confirm when you say "conversation" does it mean during phone calls or chat/messages? If you're talking about phone calls, are you in speaker mode? 

 

Kindly test the proximity sensor in Moto Help app > Diagnosis > Hardware Test > Proximity Sensor. Let me know. 

 

Best regards,
Rich
Motorola-Lenovo Support



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Joniur
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Message 3 of 15

Re: Problem with proximity sensor in moto Z2 force

Thanks for answering, I mean the phone calls, not chat or messaging.

Furthermore I go to Moto Help app > Diagnosis > Hardware Test > Proximity Sensor and I realized that the proximity sensor was disabled.

Senior MotoAgent
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Message 4 of 15

Re: Problem with proximity sensor in moto Z2 force

Hi Joniur,

 

Thanks for testing the proximity sensor. I'd like to make sure does the proximity test failed?

 

Best regards,
Rich
Motorola-Lenovo Support



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Joniur
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Message 5 of 15

Re: Problem with proximity sensor in moto Z2 force


@Agent_Rich wrote:

Hi Joniur,

 

Thanks for testing the proximity sensor. I'd like to make sure does the proximity test failed?

 

Best regards,
Rich
Motorola-Lenovo Support



Yes, I did this test and failed. in fact, nothing really happened when I turned my hand to the screen.

Joniur
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Message 6 of 15

Re: Problem with proximity sensor in moto Z2 force


@Agent_Rich wrote:

Hi Joniur,

 

Thanks for testing the proximity sensor. I'd like to make sure does the proximity test failed?

 

Best regards,
Rich
Motorola-Lenovo Support


How can I prove this to you?

Senior MotoAgent
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Message 7 of 15

Re: Problem with proximity sensor in moto Z2 force

Hi Joniur,

 

Thanks for trying. Just make sure to hand over the top area of the phone when testing the proximity sensor. Also, can you tell me more about how the adaptive brightness was disabled? 

 

Best regards,
Rich
Motorola-Lenovo Support



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Joniur
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Message 8 of 15

Re: Problem with proximity sensor in moto Z2 force


@Agent_Rich wrote:

Hi Joniur,

 

Thanks for trying. Just make sure to hand over the top area of the phone when testing the proximity sensor. Also, can you tell me more about how the adaptive brightness was disabled? 

 

Best regards,
Rich
Motorola-Lenovo Support


I tested the proximity sensor according to your instructions and unfortunately I did not get any results.

About adoptive brightness issue; when I turn on adoptive brightness, the screen brightness is constant and doesn't change in everywhere, dark or bright.

Another problem that I'm facing is that flashlight doesn't light up by shaking the phone, or the camera doesn't open!!  All of this has been disabled at once. Even though their settings are in active mode.

Senior MotoAgent
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Message 9 of 15

Re: Problem with proximity sensor in moto Z2 force

Hi Joniur,

 

Thanks for trying. Try booting your phone in safe mode and see if the screen will turn black when on a call. Also, press the power button twice to calibrate the proximity - the screen should turn off and on. Can you please update your profile with current phone, carrier and serial number -- this will help me investigate. 

Need help updating your profile? See here

 

Best regards,
Rich
Motorola-Lenovo Support

 



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Joniur
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Message 10 of 15

Re: Problem with proximity sensor in moto Z2 force


@Agent_Rich wrote:

Hi Joniur,

 

Thanks for trying. Try booting your phone in safe mode and see if the screen will turn black when on a call. Also, press the power button twice to calibrate the proximity - the screen should turn off and on. Can you please update your profile with current phone, carrier and serial number -- this will help me investigate. 

Need help updating your profile? See here

 

Best regards,
Rich
Motorola-Lenovo Support

 


Hi, thanks for your guidance!

I boot the phone in safe mode and made a phone call but the screen didn't turn black. Also, I pressed the power button twice, first the phone's screen turned off and then in locks mode turned on. However, I did not notice any change in the proximity sensor test.

I have completed the information you need.

Thanks

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