It is normal for your phone screen to turn black during a call when you hold it near your ear. This feature prevents accidental touches and saves battery. However, if the screen stays black even when you move the phone away from your ear or cannot be turned back on, please follow the troubleshooting steps below.
I. Check Screen Protectors and Accessories
1. Remove Third-Party Screen Protectors
The proximity sensor is located near the top of the screen (usually near the earpiece). Thick, dirty, or non-original screen protectors and cases can block this sensor. Please remove any third-party accessories and test if the screen works normally during a call.
2. Clean the Sensor Area
Dirt, oil, or makeup smudges on the top of the screen can interfere with the sensor. Please wipe the top area of the screen with a soft, clean cloth to ensure the sensor is not obstructed.
II. Check Settings and Software
1. Force Restart the Phone
Temporary system errors can sometimes affect sensor performance. Please press and hold the Power button and Volume Up button simultaneously for about 10 seconds to force the phone to restart. This clears temporary glitches.
2. Update System Software
Outdated software may contain bugs affecting hardware functions. Go to Settings > About Device (or Software Update) to check for and install the latest system version.
3. Reset System Settings
Incorrect settings configurations might be the cause. Go to Settings > Search for "Reset Phone" > Reset all settings. This will restore system defaults without deleting your photos, videos, or apps.
If the screen remains black during calls after trying all the steps above, there may be a hardware issue with the proximity sensor. Please back up your data and visit the nearest Customer Service Center with your device and proof of purchase for professional inspection.