Screen stays black during calls, or you hang up with your cheek?
During calls, the proximity sensor near the earpiece switches the screen off when the phone is against your ear. If the sensor is blocked or faulty, the screen either stays black or wakes against your face.
Written by Zojari technicians with 12+ years of phone repair experience
Signs you may notice
- Screen stays black during a call and you can't hang up
- Your cheek mutes or ends calls
- Auto-brightness behaves strangely
- Problem began after a screen protector or screen repair
Safe checks to try first
- Clean the top edge of the screen around the earpiece.
- Remove the screen protector or case to see if it covers the sensor. Thick or cheap protectors often do.
- Restart the phone and check for system updates.
- Some Android phones have a sensor test in the phone's built-in diagnostics; your model's support pages explain how to open it.
Stop and bring it in if…
- The fault started after a drop, a crack near the earpiece or a screen replacement
- The earpiece speaker also sounds faint or crackly
What usually causes it
One symptom can have several causes. These are the most common ones.
Blocked sensor
A screen protector, case or dirt covering the sensor area.
Screen replacement issue
Some replacement screens lack the sensor window, or the sensor wasn't moved across carefully.
Damaged sensor or flex
Impact or liquid can damage the sensor or its cable.
Software calibration
On some models a software fault or update affects sensor behaviour.
What our technicians do
We test the sensor reading directly, inspect the sensor and its cable, and check whether a previous screen replacement is the cause. On iPhones, parts near the earpiece also support Face ID, so we handle them with extra care.
Request a quotationCommon questions
Could my new screen protector really cause this?
Yes. A protector that covers or darkens the sensor area is one of the most common causes, so it's the first thing to check.
Other repair guides
- Phone not charging or charging very slowly?Phone doesn't respond when plugged in · Cable only works when held at an angleRead the guide
- Phone keeps restarting on its own?Restarts while you are using it, often under load (camera, games, calls) · Gets stuck on the brand logo and restarts again (boot loop)Read the guide
- Phone dropped in water or had a drink spilled on it?Phone switched off or won't turn on after getting wet · Lines, spots or flicker on the screenRead the guide
- No network, no service or SIM not detected?'No service' or 'Emergency calls only' · 'No SIM' or 'Invalid SIM'Read the guide
- Callers can't hear you, or you can't hear them?Callers say you sound far away or can't hear you · You can only hear callers on loudspeakerRead the guide
- Phone won't turn on at all?Nothing happens when you press the power button · No charging sign when plugged inRead the guide
Your Device Deserves Expert Care.
Over 12 years of phone repair experience in Kampala. Tell us what’s wrong and a technician will recommend the right repair. No fix, no fee.