There is a sensor at the top of the phone where you place your ear and that is what basically locks the screen. This is the same sensor that tells phone when to illuminate the capacitive buttons at the bottom of the screen. This stops you from incidentally pressing call end or mute, or some other undesired action while the phone is pressed to your ear. It is possible that this sensor is bad or otherwise malfunctioning, but it is more than likely one of two things, that basically equate to the same thing. First do you have a screen protector on the phone? If yes, then would it be one that you recycled? Are using form a previous installation on this or a different phone? If yes to either then I would say try replacing it with a new one. Screen protectors can dull and become dirty over time and a recycled one has the bonus of being recycled. Even new screen protectors can get dirty, and not to say anything about your hygiene, but it is summer, it's hot, and we as people sweat. Moisture can cause even well installed protectors to lift up and allow unwanted contaminants between the screen and the protector. Now if you're not using a screen protector it can still be a soiled situation. Again makeup, sweat, hair care products, and kid fingers all can leave unwanted grime on the phone, so perhaps just a through wiping will suffice. Careful wiping liquid on or around your ear piece. You may want to use a microfiber cloth first. The reason the screen may not seem dirty when it actually is, is because the stock digitizer has a camouflaged sensor. The combination of the dark camo to hide the sensor and even a little dirt may be enough to prevent this sensor from seeing enough light to cause issues. If neither of these work then you will have to determine if it is the sensor or a software problem. OK you wouldn't have to, but I would so you know what to tell the insurance when you call for your next replacement. The easiest way to do this would be to sit in a room that is not in direct sunlight, but that is light, and wake the phone. The capacitive keys may illuminate for a second upon waking, but should dim or go out in quickly. If the lights never come on or go out quickly than it most likely isn't the sensor. To further prove that the sensor is working, if the lights don't come on when the phone is woke up, use your thumb or a small portion of your palm cover the Verizon logo at the top of the screen, just cover the top of the screen straight across the line the Verizon logo makes. With the phone awake if the lights come on then your sensor is working as it should. If the sensor was defective the lights would either always want be on or never want come on, but if you can affect a change in them then everything sensor wise is functioning and the issue may be a software problem. There are no settings that I've found to affect the behavior of the screen while on a call. There may be a setting I'm just not finding. In which case it would have most likely been something you changed or tried while setting up the phone. Try to recall when this issue began and what if any changes you tried. I know I've tried somethings that didn't affect anything right away, that I noticed but later ended up being a bad idea. LOL.
I hope one of these helps and I would appreciate it if you'd post back to say which one did or if none of them did. Thanks.
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