Screen goes black when making or recieving calls

[quek9]

Whenever I place or recieve a call without using bluetooth my screen goes black. The phone continues to work as in receiving calls/texts/emails but I cannot interact with the keypad or initiate a call over the speaker.

The phone doesn't have a screen protector. I have the latest firmware: 002.0000.0037.0001, OS Build: 10.015254.12. I have done two hard resets but the problem still persists. Hitting power button doesn't work. I turned off change brightness automatically. It is quite frustrating, thanks for any help.

 

[kurtd]

The proximity sensor could be broken or blocke. The only time that I've seen that happen is when someone had a sticker over the front camera blocking the sensor.

 

[quek9]

The proximity sensor could be broken or blocke. The only time that I've seen that happen is when someone had a sticker over the front camera blocking the sensor.

I looked in the manual and I don't see a proximity sensor listed anywhere...

 

[kurtd]

All phones have one, it's what turns off the screen when you put it up to your ear.

 

[quek9]

All phones have one, it's what turns off the screen when you put it up to your ear.

Ok, any idea where it is located on the X3?

 

[kurtd]

At the top of the phone, you can probably see a cut out for it. I don't have one to look at at. You could test speaker phone, to see if the screen stays on.

 

[quek9]

At the top of the phone, you can probably see a cut out for it. I don't have one to look at at. You could test speaker phone, to see if the screen stays on.

ok, I see a camera and iris scanner. this sux because the documentation doesn't list it.

 

[beman39]

it's on the left side of the top speaker....

 

[quek9]

The speaker phone works btw...

 

[kurtd]

Then it's probably the sensor that's not working because it's not used while on speaker phone. Make sure it's not dirty or covered by a case. You may need to contact HP.

 

[quek9]

Then it's probably the sensor that's not working because it's not used while on speaker phone. Make sure it's not dirty or covered by a case. You may need to contact HP.

Thanks. It is a replacement phone. I am thinking it was refurbished but not actually refurbished...

 

[nate0]

Have you tried the HP Mobile Hardware Diagnostics app?