1. kbz1960's Avatar
    Hi, since the last Verizon update when I get a call my screen goes black and everything become unresponsive so I have to press the power button to get the screen back on.

    Anyone else?
    05-31-2018 12:37 PM
  2. krazyatom's Avatar
    Do you have a screen protector? If yes, it may be interfering with your proximity sensor.
    05-31-2018 12:53 PM
  3. Scott337's Avatar
    You could try testing the Proximity Sensor in Settings > Device Help > Fix > Hardware Tests > Proximity Sensor.

    See if it passes the built in test.
    05-31-2018 12:56 PM
  4. kbz1960's Avatar
    Have the same protector and seems to act fine until I answer a call from it being asleep, then fingerprint sensor or nothing works except the power button.
    05-31-2018 02:57 PM
  5. Scott337's Avatar
    Did you run the sensor test in the Device Help app?
    05-31-2018 03:04 PM
  6. kbz1960's Avatar
    OK. So I ran the test and it failed. I did notice a chip in the protector and took it off. Ran the test again and it passed. Not to wait for a call and see what happens.

    Thanks for the suggestion.
    Scott337 likes this.
    05-31-2018 03:12 PM
  7. kbz1960's Avatar
    Same thing when a call comes in.
    06-01-2018 12:26 AM
  8. kbz1960's Avatar
    No one else is seeing this?
    06-15-2018 02:45 PM
  9. Scott337's Avatar
    I have not seen it happen on any of our Z series phones (1 Z Force, 2 Z Plays, and 2 Z2 Plays).
    06-15-2018 02:49 PM
  10. kbz1960's Avatar
    Thanks. Maybe I need to factory reset
    06-16-2018 11:19 AM

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