Screen goes black after answering

[kbz1960]

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?

 

[krazyatom]

Do you have a screen protector? If yes, it may be interfering with your proximity sensor.

 

[Scott337]

You could try testing the Proximity Sensor in Settings > Device Help > Fix > Hardware Tests > Proximity Sensor.

See if it passes the built in test.

 

[kbz1960]

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.

 

[Scott337]

Did you run the sensor test in the Device Help app?

 

[kbz1960]

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.

 

[kbz1960]

Same thing when a call comes in.

 

[kbz1960]

No one else is seeing this?

 

[Scott337]

I have not seen it happen on any of our Z series phones (1 Z Force, 2 Z Plays, and 2 Z2 Plays).

 

[kbz1960]

Thanks. Maybe I need to factory reset