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09-14-2020

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Proximity sensor not working

2020-09-14, 19:20 PM

I have a Moto g(7) Play and the proximity sensor has suddenly stopped working. I cannot make any action when a call starts because the screen is black, this means that I cannot select numbers, go to speakerphone or even hang up.

 

I have tried regaining control using the side 'on' button, the volume control and the finger unlock but nothing works except waiting for the other caller to hang up.

 

I've tried 'Device Diagnostics' which did confirm that the proximity sensor was broken, but didn't offer any suggestions for fixing it.

 

Any advice is gratefully received.

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158 Posts

08-15-2020

GB

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Re:Proximity sensor not working

2020-09-14, 21:02 PM

Make sure the top end of the phone is clean. Hot breath and clean microfibre cloth. If you have a screen protector try removing/replacing  it.
 

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4 Posts

09-14-2020

GB

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Re:Proximity sensor not working

2020-09-15, 7:08 AM

Phone cleaned, no screen protector, no scratches/damage. Still not working.

 

Thank you for the idea though ☺️

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158 Posts

08-15-2020

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Re:Proximity sensor not working

2020-09-15, 10:07 AM

Worth a try. Have you tried Safe Mode?

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10448 Posts

03-05-2018

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Re:Proximity sensor not working

2020-09-15, 12:20 PM

Hi Aburr,

 

You can try it in safe mode as suggested by @Cuddly 

 

To Enable Safe Mode
1. Press and hold the Power button until Power off comes up on the screen.
2. Touch and HOLD Power off on the screen until reboot to safe mode appears.
Just turn off and on the phone to boot back to normal mode.

 

See if you an option to test the proximity sensor in the Device Help app > Device diagnosis > Hardware test. Let me know. Thanks.

 

Best regards,
Rich
Motorola-Lenovo Support



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4 Posts

09-14-2020

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Re:Proximity sensor not working

2020-09-17, 17:54 PM

Thank you both!

 

It partially helped. 

 

I restarted in Safe Mode and the sensor appeared to work. I took this to mean an app might be causing the issue. I went through my apps, found which was causing the problem and uninstalled it. Problem solved!

 

Then a few hours later, I needed to make a call but the problem was back. I'm now not sure if it really was the app or the issue is intermittent.

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158 Posts

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Re:Proximity sensor not working

2020-09-17, 18:40 PM

Did you use the Hardware Diagnosis while in Safe Mode?

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4 Posts

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Re:Proximity sensor not working

2020-09-17, 21:16 PM

Hi Cuddly,

 

Yes, that's what I was using to check it in safe mode.

 

After I deleted the app I thought was causing it, I used it again to confirm that the sensor was working again.

 

Later on, after I made the call and the screen remained black I tried the diagnostic tool again and the sensor wasn't working.

 

Just for clarity, I've not been foolish and reinstalled the original problem app. 

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4 Posts

09-14-2020

GB

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Re:Proximity sensor not working

2020-09-22, 14:36 PM

Hi All,

 

As an intermittent fault, everything I deleted seemed to work for a few hours before I discovered the problem remained.

 

I could not get to the bottom of it, I have now sent it back for repairs. I appreciate all your help in trying to help me fix it.

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158 Posts

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Re:Proximity sensor not working

2020-09-22, 16:02 PM

Thanks for the update - here's hoping the phone gets fixed quickly.

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