Why did my proximity sensor stop working on my LG stylo 6?

[Cliff Richards]

I noticed that when my phone (LG Stylo 6) rings the screen instantly goes black. Also when I make a call before I ever move the phone towards my face the screen goes black. I have to push the power button twice to get the screen back on so I can switch to speaker or enter numbers in an automated system. I found the hardware test on my phone the other day and it shows proximity sensor not responding contact a customer center. Has anyone else had this problem and been able to solve it? Thank you for your input.

 

[B. Diddy]

First, see if the problem happens in Safe Mode: https://www.t-mobile.com/support/devices/android/lg-stylo-6/safe-mode-lg-stylo-6. If it doesn't, then something you installed is causing the problem -- you'd have to uninstall apps one by one until the problem goes away.

If it persists in Safe Mode, then this kind of thing is often due to a poorly designed screen protector (which covers the proximity sensor) or a poorly fitting case that blocks the sensor. Even a significant smudge over the sensor could potentially cause it. If you have a protector or case, take them off, and make sure the glass is clean overlying the sensor.