When I start a call, why does the display shut off?

[AC Question]

When I start a call, the display shuts off

As soon as I hit the green handset to start a call on my S5 with the Android upgrade, the display immediately turns off. I need it to stay on so I can sometimes use the keypad. Before the upgrade, the display would stay on for me. This is not related to the device setting for display timeout, as the timing is different than when the screen is generally on, but inactive. Also, the option to keep the screen on while I look at it isn't helpful in this case. It used to work, then stopped with the upgrade.

 

[B. Diddy]

Re: When I start a call, the display shuts off

Welcome to Android Central! Sounds like the proximity sensor is being falsely activated. First, check to make sure nothing is obscuring the proximity sensor, like a dirty screen protector or an ill-fitting case.

If it looks clear, try wiping the cache partition, which can be helpful after system updates: http://support.t-mobile.com/docs/DOC-10404