P2 XL locks during call, takes power button to wake it up

[toy4rick]

Hello all,

My wife's P2 XL will lock during a call, the only way to end the call is to press the power button, then log in (finger or pin) then select end call

Her BioID works fine to log in every other time but it won't activate the locked phone or log in during a call

Verizon, fully patched

Thanks, Rick

 

[GSDer]

Is this both incoming and outgoing calls?
And the device is actually locked - it's not just the problem of the black screen during a call?
Do you have the latest Phone application update (dated January 26, 2018)?

 

[toy4rick]

Happens on both incoming and outgoing calls

Yes, phone app patched to Jan 2018

Not sure if its just the black screen issue, how can i confirm it?

Rick

 

[GSDer]

Her BioID works fine to log in every other time but it won't activate the locked phone or log in during a call

This makes me believe that the screen is just off, not locked. If the phone is not locked then the FPS won't do anything to unlock it.

There is another update to the Phone app that just came out today - perhaps that will fix your issue?

 

[toy4rick]

Yes I tried the update from today no luck. Even tried uninstalling updates and that didn't work either

It may not be locked to your point but to end a call she has to press the power button sometimes more than once then finger scan then end the call

WAF is pretty low right now

Rick

 

[GSDer]

the only way to end the call is to press the power button

Which LOCKS the phone

then log in (finger or pin)

Which UNLOCKS the phone. My point is that I don't think the phone is actually locked (until you press the Power button).

Anyway, what happens if she tries this in Safe mode? Does she still get the black screen?

Does the black screen occur as soon as she hits the green phone button to dial the call, or only once the call is connected?

 

[toy4rick]

Hi GsDer,

Got it, I understand the black screen vs locked. Nothing wakes the screen up except for the power button which is why I was confused

Now, in safe mode, no black screen which is great.
I put the phone to my ear, the screen goes black, remove the phone, screen stays black

Does this indicate an app is causing the issue?

If so, how do you suggest to troubleshoot besides just starting to delete apps and test?

Thanks, Rick

 

[toy4rick]

OK, rebooted into regular mode, deleted Allo and Duo apps and now it's working as designed, no black screen. Waited 2 mins, next call and the screen goes black

I'll keep working on it

Rick

 

[GSDer]

Now, in safe mode, no black screen which is great.
I put the phone to my ear, the screen goes black, remove the phone, screen stays black

If this 'remove the phone, screen stays black' behavior is occurring in Safe mode then there's still something wrong and we can't blame 3rd party applications for the problem. There may be some other Google apps contributing to the issue.
Have you tried one of those apps that are supposed to test the proximity sensor?

 

[toy4rick]

Hi GSDer

Sorry i wasn't clear, in safe mode the phone works as expected. Only goes black when it's placed up to my ear which I believe is proper to avoid your cheek from pressing any buttons

So, this tells me it's not the screen protector and it could be an installed app, now to find out which one because it's pretty stock now

No, i haven't tried any prox sensor apps

Rick

 

[turbocycle]

Hi GSDer

Sorry i wasn't clear, in safe mode the phone works as expected. Only goes black when it's placed up to my ear which I believe is proper to avoid your cheek from pressing any buttons

So, this tells me it's not the screen protector and it could be an installed app, now to find out which one because it's pretty stock now

No, i haven't tried any prox sensor apps

Rick

This is a known issue that started after the 8.1 update. The proximity sensor seems to be too sensitive on some Pixel 2 XL.

Some things that sometimes helps:

1. Remove screen protector and case
2. Clean proximity sensor area

Here's a link to the Google bug tracker for this issue. Go there and star this issue to help raise the visibility of the problem

https://issuetracker.google.com/issues/70819065

 

[Rolffeof8]

My wife had the same problem: screen goes black on incoming or outgoing phone calls on Pixel 2 XL. Same congig as my Pixel 2 XL.

PROBLEM RESOLVED: I used a lens wipe to remove the invisible layer of makeup from the proximity sensor and it works fine now.

Our screen prorectors have a little notch cut out where the prox detector is located; the edges of the screen protector actually collect (scrape) the makeup from her skin.

 

[Lilybell2]

One of the items listed in the June Android Security Bulletin is "Improve proximity sensor behavior" for the Pixel 2 XL.

 

[Kizzy Catwoman]

I had the same issue. Not all the time but often enough. Since i put in P I have never experienced it.