[THEPRFCT10]

So I noticed with the new phone the screen turning on and off while on a phone call with the phone up against my ear. I tried all sorts of troubleshooting including verifying the sensor working properly and ultimately level two Samsung tech support explained things to me.

The proximity sensor on this phone apparently is virtual and utilizes AI within the software of the camera and as a result is now extremely sensitive to movement and light which explains why the screen is flashing on and off while up against my ear. Obviously I don't keep an airtight seal while on the phone (that would obviously be very uncomfortable) so she told me after testing the sensor and verifying it's actually working properly there's not much to do with the new setup.

The only solution I discovered which may help others who don't want to tolerate the screen flashing on and off is to push the power button when the screen flashes on to force it to stay off just remembering that you have to push the power button again when you remove the phone from your ear to turn the screen back on.

I hope this helps others as it has helped me.

Other than that I absolutely love this phone.

[bkdodger2]

Hmm I will have to check it ..thanks for sharing

[loganweaponx007]

I have the setting to keep the screen on when I'm looking at the screen and I've noticed the camera punch out periodically "expand". I can't stop seeing it now. Lol

[bkdodger2]

haha funny.. my phone has been on wifi not put sim in yet... I will test some stuff soon when I swap sims

[THEPRFCT10]

Hmm I will have to check it ..thanks for sharing

I'm just glad there's nothing wrong with my phone and I don't have to send it back they even logged in using smart tutor to verify it was pretty fun to watch them check out the phone remotely

[bkdodger2]

I'm just glad there's nothing wrong with my phone and I don't have to send it back they even logged in using smart tutor to verify it was pretty fun to watch them check out the phone remotely

that's a relief and cool thing to see..

[californiajay]

I absolutely do not buy what Samsung told you. This should not be happening and it doesn't on my phone. If I move the phone to my face, the screen goes out, period. If I remove it from my face, it comes on. The ONLY thing I've noticed is that if I bring it to my face quickly, I will sometimes press a button on the keypad with my cheek right before the screen turns off if I have that keypad showing. This can be 'fixed' by changing the accessibility>interaction and dexterity>slow keys setting to 0.2 or 0.3. The only problem with doing this is that it slows down ANY key press including the volume buttons on the side of the phone. You then have to press the key or button longer before anything happens. If on the other hand, I am careful and lift the phone to my ear a bit slower, I can avoid the accidental keypad press with my cheek.
But again, the screen should NOT flicker when on a call. If it were my phone, I would try a factory reset and set the phone up again.

[THEPRFCT10]

I absolutely do not buy what Samsung told you. This should not be happening and it doesn't on my phone. If I move the phone to my face, the screen goes out, period. If I remove it from my face, it comes on. The ONLY thing I've noticed is that if I bring it to my face quickly, I will sometimes press a button on the keypad with my cheek right before the screen turns off if I have that keypad showing. This can be 'fixed' by changing the accessibility>interaction and dexterity>slow keys setting to 0.2 or 0.3. The only problem with doing this is that it slows down ANY key press including the volume buttons on the side of the phone. You then have to press the key or button longer before anything happens. If on the other hand, I am careful and lift the phone to my ear a bit slower, I can avoid the accidental keypad press with my cheek.
But again, the screen should NOT flicker when on a call. If it were my phone, I would try a factory reset and set the phone up again.

I understand what you're saying and appreciate your reply and I truly believe it all depends who you speak to -- I spoke to three separate level two Samsung tech support the last one finally being us-based and all seemed to confirm even after utilizing smart tutor to log into my phone that the proximity sensor on this phone is extremely sensitive and as I've been using a phone more and more I noticed careful placement on my ear will make a big difference on whether or not the screen flashes on or off.

[californiajay]

I understand what you're saying and appreciate your reply and I truly believe it all depends who you speak to -- I spoke to three separate level two Samsung tech support the last one finally being us-based and all seemed to confirm even after utilizing smart tutor to log into my phone that the proximity sensor on this phone is extremely sensitive and as I've been using a phone more and more I noticed careful placement on my ear will make a big difference on whether or not the screen flashes on or off.

Well I never had it happen, not with this phone nor any other that I have ever owned. I honestly have little faith in tech support no matter what the company.

However, I AM having a real issue that may be a deal breaker for me with this phone...
I mentioned that sometimes when I lift the phone to my ear, I will accidently press a number key if the dialer is still showing on the screen. It doesn't happen often but when it does it is a real pain as it sends the number to whomever or whatever you are talking to. Sometimes it will bring something up on a menu at the other end and risks me requesting something I had no intention of asking for.
I tried delaying the key presses but doing this only delays ALLLL the key presses on the entire phone.
As I said, this could be a real deal breaker for me. I am going to reset the phone to factory settings today and see if that fixes it. If not, I am afraid this phone may go back.

BTW, many years ago I worked for a MAJOR company doing telephone tech support. In all honesty they used to tell us that it is more important to make the customer feel satisfied and get them off the line as quickly as possible rather than really worry about fixing their issue (true story).

[THEPRFCT10]

Well I never had it happen, not with this phone nor any other that I have ever owned. I honestly have little faith in tech support no matter what the company.

However, I AM having a real issue that may be a deal breaker for me with this phone...
I mentioned that sometimes when I lift the phone to my ear, I will accidently press a number key if the dialer is still showing on the screen. It doesn't happen often but when it does it is a real pain as it sends the number to whomever or whatever you are talking to. Sometimes it will bring something up on a menu at the other end and risks me requesting something I had no intention of asking for.
I tried delaying the key presses but doing this only delays ALLLL the key presses on the entire phone.
As I said, this could be a real deal breaker for me. I am going to reset the phone to factory settings today and see if that fixes it. If not, I am afraid this phone may go back.

BTW, many years ago I worked for a MAJOR company doing telephone tech support. In all honesty they used to tell us that it is more important to make the customer feel satisfied and get them off the line as quickly as possible rather than really worry about fixing their issue (true story).

I totally hear you and understand and appreciate that info -- I just hate to think that there's something wrong with this phone and for now at least there's a workaround where I can push the power button in a split second if I really don't want the screen to be flashing on and off while up against my ear; maybe it's more of a matter of principle but I hate to have to do a factory data reset and start from the beginning again I know you get it

[californiajay]

OK so I have just done a comparison between the Samsung and my old phone, a Pixel 3a.
When I lift the Pixel up to my face, the screen blacks out when it gets about a half inch away, so that if I then touch it with my face it's already off. On the other hand, when I bring the Samsung to my face, the screen does not go out until it pretty much touches my face. So essentially it does take longer to black out than the Pixel. This IS a problem in that if the dialing pad is on the screen it is very easy to unintentionally dial a number when you don't intend to.
I have spoken with Samsung about this and they have no clue.
They say that hopefully it just might be addressed in and update. I'm beginning to doubt this though. I think the proximity sensor is just set to turn the screen off when the phone is right about at the ear. Guess I will just have to be more careful when lifting it up, or maybe angling it a bit so that it doesn't hit my face when I do so.

[J Dubbs]

A good working proximity sensor is and has always been the most important part of a touchscreen phone. It amazes me year after year when smartphones, especially big names like Samsung, still have issues. I mean c'mon, how many decades do they need to get this right?

[californiajay]

I agree. It's not just proximity sensors though. Everything involving anything digital has and has had some issues since they first started taking over the world.
Problem is, as soon as the manufacturers fix something, they think it's time to update or "improve" on what they've done and the bug cycle starts all over again.
I have a pet saying... "what was wrong with Windows 3.0?"

[THEPRFCT10]

A good working proximity sensor is and has always been the most important part of a touchscreen phone. It amazes me year after year when smartphones, especially big names like Samsung, still have issues. I mean c'mon, how many decades do they need to get this right?

I had a very interesting conversation with them about this exact issue and was amazed at how they explained to me that the proximity sensor is almost all software instead of hardware now with this AI virtual proximity sensor that utilizes software via the camera; obviously I think this is the issue. If that is in fact the case so hopefully an update will in fact improve this.

[Stanley Kubrick]

All these issues...along with many other issues...could all be solved by going "back" to having TOP and BOTTOM bezels wherein all the necessary sensors...including the selfie camera...can be housed and work properly! Not to mention we then could all have front facing stereo speakers. Also put the headphone jack back in! If they can fit an entire PEN in the phone, then they can fit a teeny headphone jack!!! This is one area where SONY has got it right...too bad they had to include a ridiculously stupid, useless, hardware button for another useless feature called the assistant! That is why I had to pass on the Sony and go with the next best thing...Galaxy S20 FE.

[californiajay]

All these issues...along with many other issues...could all be solved by going "back" to having TOP and BOTTOM bezels wherein all the necessary sensors...including the selfie camera...can be housed and work properly! Not to mention we then could all have front facing stereo speakers. Also put the headphone jack back in! If they can fit an entire PEN in the phone, then they can fit a teeny headphone jack!!! This is one area where SONY has got it right...too bad they had to include a ridiculously stupid, useless, hardware button for another useless feature called the assistant! That is why I had to pass on the Sony and go with the next best thing...Galaxy S20 FE.

Very true. Unfortunately all the manufacturers seem to think that the road to success has to do with copying whatever Apple does. If Apple says people want minimal designs with no headphone jack and non removable batteries, then everyone else has to design their phones that way.

One of the nicest things Android ever had was that little flashing red light that told you there was a txt message waiting for you. I hated when that thing disappeared.

[J Dubbs]

All these issues...along with many other issues...could all be solved by going "back" to having TOP and BOTTOM bezels wherein all the necessary sensors...including the selfie camera...can be housed and work properly! Not to mention we then could all have front facing stereo speakers. Also put the headphone jack back in! If they can fit an entire PEN in the phone, then they can fit a teeny headphone jack!!! This is one area where SONY has got it right...too bad they had to include a ridiculously stupid, useless, hardware button for another useless feature called the assistant! That is why I had to pass on the Sony and go with the next best thing...Galaxy S20 FE.

I agree, my 2015 Moto X Pure Edition has minimal all glass top and bottom bezels that hold all the normal sensors plus a front flash, stereo speakers, and the 4 small sensors that work like Soli, they respond to hand gestures. It's one of the last phones I have that has front facing stereo speakers and I really miss them. Plus a headphone jack of course. And you don't give up much screen at all. I think they're really missing the boat by eliminating bezels completely, and trying to hide speakers and cameras under screens which hasn't panned out, using cameras as proximity sensors, using tiny punch hole front cameras or over complicated motorized pop up cameras, and whatever other gimmicks they come up with that works worse and costs more.

I think that's why the midrange and budget phones sell the best, they give you good basic phones that do the job in a traditional, dependable way at a good price. Most folks don't want a phone that costs a months mortgage, and has to be treated like a valuable glass antique as far as dropping or using delicate, overcomplicated features like motorized this or rotating that or folding whatever lol. But I do understand some folks like to be on the cutting edge... and that's okay. I just wish Samsung and Google would leave their mid-rangers alone with the under screen speakers and front camera doubling as a proximity sensor. Kiss (Keep It Simple Stupid) ;-)

[Stanley Kubrick]

I had the Moto X Pure///one of the BEST phones ever. The only thing it didn't have was a fingerprint sensor. I don't remember missing it though. Had a vibration motor that would loosen your fillings! When you got in your car and started to drive it would automatically do things for you that were really cool...no need to tell it to do them!!!!
I can't remember exactly what those things were but I remember being impressed. THat was before Moto sold out to all the companies that destroyed them...so sad. Those were the days!

[Kizzy Catwoman]

I have a pet saying... "what was wrong with Windows 3.0?"

It was slow....?

[californiajay]

Kind've misses my point really. My point was intended to illustrate that these days we are seeing too much change for change sake rather than for a real need for change.

[B CBSLC]

I'm having the same problem!

[THEPRFCT10]

I'm having the same problem!

Great video demonstrating the problem we are having as you are not alone and I am having the same exact issue as you my hope is after several communication attempts with Samsung via the members app several have responded telling me that it is a known issue with the virtual proximity sensor on this phone utilizing the front facing camera and that a software update is in the works to fix the issue and that it's not in fact a hardware problem so I guess we got that going for us

[californiajay]

Yes, this is the problem alright.
I've come to realize though that for me, it's really only a problem when I am on a call which requires me to keep the dial pad on the screen, like when I am picking options like "for customer service dial 1" etc. Normally when making a regular call, the dial pad doesn't come up. Same for answering a call. When the dial pad IS on the screen, I've learned that if I must put my ear to the phone, I can avoid the problem just by angling the phone away from my mouth and only touching the top of the phone with my ear.
So, I've learned to cope with it.

[THEPRFCT10]

Yes, this is the problem alright.
I've come to realize though that for me, it's really only a problem when I am on a call which requires me to keep the dial pad on the screen, like when I am picking options like "for customer service dial 1" etc. Normally when making a regular call, the dial pad doesn't come up. Same for answering a call. When the dial pad IS on the screen, I've learned that if I must put my ear to the phone, I can avoid the problem just by angling the phone away from my mouth and only touching the top of the phone with my ear.
So, I've learned to cope with it.

You can also push the power button when the screen flashes on to force it to stay off. It's a bandaid and it bothers me but I'm hoping an update will fix this.

[californiajay]

You can also push the power button when the screen flashes on to force it to stay off. It's a bandaid and it bothers me but I'm hoping an update will fix this.

Thanks, I know about that but I prefer to keep the power button to allow me to end calls. Besides, using the power button would defeat the purpose anyway since the problem manifests itself when I am on a call with a menu system where asked to "press 1 for customer service," or "press 2 to speak with a representative," and so on. The screen cannot be off during such a call.

I got the update pushed to me last night that fixes some of the screen issues and of course the first thing I had to try was the issue talked about in this thread. While I will not say yet definitively, I am happy to report that I have yet to see the phone dial a number when I bring it up to my ear now. Again, I am not going to jump to any conclusion here but if that update fixed this, I'd be thrilled.

EDIT: I've actually done some more testing and now see there really is no difference whatsoever. If ANYTHING, the screen lags a bit now or doesn't even come back sometimes after taking my ear AWAY from the phone. Apparently they tried to do something but may have actually made it worse because of that.

What a shame. It's otherwise a real nice phone but now with this problem and the fact that the screen doesn't always come back on, this may be a deal breaker for me.