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04-26-2016 08:00 AM
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  1. Ady Tamimi1's Avatar
    Hey guys, I've got a Lumia 930 since a few months, everything was perfect until 3 weeks ago, I noticed that double-tap to wake function stopped working, further on I noticed that whenever I make a regular voice call or Viber/Skype call the screen turns off as soon as I press "call" (Without me putting the phone at my ear). Obviously I realized that the phone's sensor is permanently in "off" mode as if I have the phone in my pocket or by my ear. So I've sent the phone to the warranty service (in Romania) and I've clearly explained the problem to their representatives and how to reproduce/confirm it.

    Long story short the warranty service refused to acknowledge the issue and said that everything is verified and seems to be OK. They also refused to let me talk to a supervisor or a technician to show him/her the defect personally.

    I've filed a complaint against them and I'm waiting for a response now. I've found at least 3 videos on YouTube that show exactly the same problem as I have. There's actually a temporary solution to this: If you press the upper-right corner of the screen hard enough the sensor will work properly for a few minutes then it goes back. This suggests that the problem may actually be a screen problem. Anyone else having this issue?

    Here are the videos on YouTube:



    edit: A quick 10-second web search and I found 7 more cases exactly like mine (even in WC's forums):
    http://discussions.nokia.com/t5/Lumi...r/td-p/3026729
    http://discussions.nokia.com/t5/Lumi...0/td-p/2827898
    http://answers.microsoft.com/en-us/w...1-c1db410ec1e8
    http://nokiareset.com/lumia-930-prox...sensor-problem
    http://community.o2.co.uk/t5/Other-D...ue/td-p/802989
    http://blog.jocelynenglund.com/2014/...hardware-woes/
    http://forums.windowscentral.com/nok...-tap-wake.html
    Last edited by Ady Tamimi1; 04-23-2015 at 03:30 PM.
    04-23-2015 08:44 AM
  2. anon(5725119)'s Avatar
    Yes!!! This has been happening to my 930 for so long and it's so annoying.
    04-23-2015 12:34 PM
  3. QuadraFX's Avatar
    2 Lumias from this thread and 3 shown in the videos. That's 5. This is not "many" ;-)
    04-23-2015 02:18 PM
  4. Stuperior's Avatar
    This was happening to me, I discovered it was a known issue and was about to send it into a Nokia Care centre, but then I took my case off and the problem went away completely!!
    I'm now using a different case , perhaps the old one was pulling the screen back a bit, but certainly worth trying the phone without a case on if you do have one.
    04-23-2015 02:22 PM
  5. Ady Tamimi1's Avatar
    2 Lumias from this thread and 3 shown in the videos. That's 5. This is not "many" ;-)
    But it's enough to conclude that a whole batch of 930's sent worldwide seems to suffer from this issue.

    edit: A quick 10-second web search and I found 7 more cases exactly like mine (even in WC's forums):
    http://discussions.nokia.com/t5/Lumi...r/td-p/3026729
    http://discussions.nokia.com/t5/Lumi...0/td-p/2827898
    http://answers.microsoft.com/en-us/w...1-c1db410ec1e8
    http://nokiareset.com/lumia-930-prox...sensor-problem
    http://community.o2.co.uk/t5/Other-D...ue/td-p/802989
    http://blog.jocelynenglund.com/2014/...hardware-woes/
    http://forums.windowscentral.com/nok...-tap-wake.html


    This was happening to me, I discovered it was a known issue and was about to send it into a Nokia Care centre, but then I took my case off and the problem went away completely!!
    I'm now using a different case , perhaps the old one was pulling the screen back a bit, but certainly worth trying the phone without a case on if you do have one.
    Unfortunately that's not the case (pun intended) with mine :(
    Last edited by Ady Tamimi1; 04-23-2015 at 03:29 PM.
    04-23-2015 03:01 PM
  6. PsyOr's Avatar
    So you didn't notice any little lift up of the screen on the top right corner? (If you try to push it you feel something?)
    Do you have any screen protector, if so try to remove it.
    Also try to clean (with a wet clean cloth, not too wet) the sensor area.

    It's sound like sensor is not 100% glued/sit well (it shouldn't be glued, but if screen is not glued well it may cause the issue)
    04-24-2015 01:06 AM
  7. Ady Tamimi1's Avatar
    I tried cleaning the sensor area many times but that didn't make a difference. And yes the screen is lifted up like 1mm and pushing it back in solves the issue for about 2-3 mins until it pops back out.
    04-24-2015 02:10 AM
  8. QuadraFX's Avatar
    On the other end, I am curious how does it work that proximity sensor is causing phone to wake up after double tap ?
    I thought it is the touch - sensitive screen that's most important in this case, but seems like it is not.

    Magic.

    EDIT : Ok, I've found the explanation. The problem comes from the screen lift, if it happens. The sensor is "thinking" that it is covered but in fact it is detecting the glass of the screen.
    Harrie-S likes this.
    04-24-2015 02:12 AM
  9. PsyOr's Avatar
    Try to put duble-side adhesive tape between this little gap.
    Seems they used a low cost adhesive with the screen..
    04-24-2015 02:54 AM
  10. Visa Declined's Avatar
    Do you have a screen protector on the phone?
    04-24-2015 03:36 AM
  11. jsn76's Avatar
    I had this problem with mine a while ago. After I sent it back for the third time to be repaired, they finally replaced the metal housing/frame & it fixed the screen lifting. It is definitely a manufacturing fault & they should fix it under warranty.

    Never had the problem return & absolutely love the phone :)
    04-25-2015 05:58 AM
  12. Ady Tamimi1's Avatar
    Third time? What did they tell you the first two times? In my case, they took my phone for 4 days each time only to hard-reset it the normal way anyone could do in less than 10 minutes, saying that the phone is completely functional. I got pissed off and never tried to go back again. Anyway I'm glad you got yours fixed :)
    04-25-2015 04:49 PM
  13. sketchedout's Avatar
    I had this exact same issue 3 times too. Mine went off twice to UK Nokia repair centre. Even though I explained in detail how to temporarily prevent it they said they completely replaced motherboard. The problem returned within a couple of weeks. The second time they said they couldn't replicate the fault even though I explained to them that it was temporary but definitely linked to screen lift in that area. I complained about the screw lift and they took the phone again and replaced the screen along with the aluminum frame. However, within a couple if weeks the screen lift was even worse and problem returned. I took the back off myself and tightened some screws which helped for a little while but problem returned. In the end I was able to get a little bit of superglue into that top right hand corner, squeeze it together and so far have not had this problem since. Been a good couple of months. I took this step because I was dismayed when contacting UK Nokia repair that they said it was a cosmetic issue only and not a fault even though my phone was not usable for that function because of it!!!!!!
    04-26-2015 08:50 AM
  14. jsn76's Avatar
    Yeah took them 3 attempts to fix the problem even though I explained what was causing it each time. First time it came back, it had the back cover half off. So sent it back without even turning it on. That was number 2

    Third time, the screen lift was back within a few days so called them straight away. Told them that I know the screen lift was causing the problem & that there was a lot of talk about the same issue on the forums. Once they replaces the housing/frame, everything been perfect since :)
    04-29-2015 06:56 AM
  15. Praxius's Avatar
    Just so you guys are aware, this isn't exclusive to the 930. My 930 is perfectly fine but my Lumia 800 had this very same problem with the blank screen when calling or receiving calls, which started happening with my replacement 800 about 4 months after getting it.

    After a while I figured it was a sensor issue but couldn't figure out how to fix it. When I answered a call or made a call, I had to wait for the other person to hang up or I had to soft reset my phone.... To say the least, I couldn't call a support centre with automated directory help because the machine on the other end wouldn't hang up & after talking to a support person, they hang up but then I got an automated voice again that doesn't hang up.

    At the time this occurred there wasn't much help online for this problem as it was the WP7.5/7.8 days and there wasn't much experience online from people.

    I still have it around and the screen isn't popped off as far as I can see, but I chalked it up to the phone being bumped or dropped at one time and the sensor coming out of alignment and getting nothing but dark, forever thinking it's by my head, thus why the screen went blank when a call is made.
    04-30-2015 07:33 AM
  16. Hesham Fouad's Avatar
    To fix this first we test proximity by this method, when screen goes back during a call put the phone sensor area close to a very high lamp 100watt almost stick to it ,if screen turn back on then this is a glue stick issue easy to fix ,if u r in warranty send it back, if not I can show u how to ,thanks
    05-19-2015 12:33 AM
  17. Grodelj's Avatar
    To fix this first we test proximity by this method, when screen goes back during a call put the phone sensor area close to a very high lamp 100watt almost stick to it ,if screen turn back on then this is a glue stick issue easy to fix ,if u r in warranty send it back, if not I can show u how to ,thanks
    I have the same problem, can you show the solution how to fix this, if the phone is out of warranty?
    06-03-2015 06:01 AM
  18. Hesham Fouad's Avatar
    you have to make the test first , stick it the phone, ( proximity area ) to a high watt lamp tangston type, to see if the screen go back on again, test it then tell me
    Ahmad Ezzat likes this.
    06-03-2015 02:15 PM
  19. anon(5725119)'s Avatar
    I sent mine off today to fix the proximity sensor problem. I really hope they fix it.
    06-25-2015 05:55 AM
  20. klaw81's Avatar
    Had my 930 for about 2/3 months
    Proximity sensor acts up now and again. Try the following:
    1) Soft reset phone (hold volume down + power button till reboots), do this twice, the make sure your time and date settigns are correct.
    2) Settings>touch> set touch sensitivity to 'normal' and wake up 'On' and Navigation bar 'on'
    3) Lock the phone
    4) Squeeze the front and back of the phone around the top right where the front cam, proximity sensor and nokia logo are. Make sure to cover the two sensors.
    5) double-tap the screen and hopefully it should light up and work. full power down phone before the screen timesout and auto-locks.
    6) turn phone back on and see if double tap and other proximity features work (i.e screen go black when raised to ear)

    ** If above not work the 1st time, then try above steps but change from Settings>Touch> 'High' instead of 'normal'. Normal worked for me **

    If this works for other 930 users then brill, hope its posted in forum as a Sticky/Full solution - no glue required

    P.S - My screen is fine and by no means loose in the top right. I did take of my clear plastic tpu gel case and did above steps and got the prox sensor working again. Will put my case back on and see how long it lasts. It may still be a casing/hardware manufacture fault.
    07-17-2015 11:01 AM
  21. mmTL's Avatar
    hmmm, the above fix is actually working for me, can you explain how you came up with this and why it might work?

    Thanks for posting, it's fixed my issue, for now at least.
    12-17-2015 06:58 AM
  22. Chomiq's Avatar
    It's no real fix, you might as well go ahead and swipe your phone against your pants leg a couple of times. It's all about putting some pressure on the screen and adhesive catching the screen.
    12-18-2015 02:57 AM
  23. klaw81's Avatar
    My fix is only a temporary fix as it re-occurs after a while.
    The fault is with the screen and it is either:
    1) Bad connection and as mmTL said adhesive getting in way
    2) Aforementioned + actual faulty display ** My display I do notice bad intermittent flicker on bottom half of screen **
    3) I think once screen is fixed and re-attached correctly, then the proximity sensor will work correctly.

    I will be sending my 930 of to Nokia Care shop soon, just have to compose an email explaing my issue and send my IMEI number to ensure I get it repaired. I did try sending my Lumia 930 back to Microsoft UKs repair team AVONO (something like that) but because my 930 was unlocked and bought online from a company who's registered company address is Hong Kong - Micorosft would not repair because the stated "WE DO NOT DO INTERNATIONAL WARRANTY". ** Yes, that my friend is still angering me **
    01-06-2016 08:37 AM
  24. josti1975's Avatar
    Problem lies with the screen in the upper right corner. Mine had the same problem, also when calling, the screen did not turn off . The screen is too loose in that corner, causing light to come in the wrong place for the sensor.
    Solution in my case was very carefully putting some glue in the corner, fixing the screen to the metal casing there. This stops the screen lift and therefore all other problems.
    In short...try to fix the screen in the upper right corner......
    01-07-2016 02:28 AM
  25. Chomiq's Avatar
    My fix is only a temporary fix as it re-occurs after a while.
    The fault is with the screen and it is either:
    1) Bad connection and as mmTL said adhesive getting in way
    2) Aforementioned + actual faulty display ** My display I do notice bad intermittent flicker on bottom half of screen **
    3) I think once screen is fixed and re-attached correctly, then the proximity sensor will work correctly.

    I will be sending my 930 of to Nokia Care shop soon, just have to compose an email explaing my issue and send my IMEI number to ensure I get it repaired. I did try sending my Lumia 930 back to Microsoft UKs repair team AVONO (something like that) but because my 930 was unlocked and bought online from a company who's registered company address is Hong Kong - Micorosft would not repair because the stated "WE DO NOT DO INTERNATIONAL WARRANTY". ** Yes, that my friend is still angering me **
    Good luck because if your 930 is also from HK then it has no valid warranty in UK or EU. That's the first thing any Nokia Care Center does here before even accepting device for repairs, checking IMEI if it's valid EU model.
    01-08-2016 06:04 AM
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