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Screen goes blank when I press the call button LG Optimus G E970 I doubt its the proximity sensor

Phone data was locked so ATT did a factory reset and software update. LG Optimus G E970

Now the phone works great except for phone calls (browsing, music etc. is all fine)

With the phone flat on a table and without being moved, I dial a number. As I press the call button the screen goes blank except for the topmosr ATT 4G banner which remains for a second before disappearing. The screen remains blank until powered off or in the case of a received call, the caller hangs up. No movement on the phone and no movement over the proximity sensor. I can't use the phone for conference calls where I have to enter conference ID numbers or any automated call system asking to press ( ) for whatever.

I love the phone and want to keep using it. Any idea what might be going on? Wise screen is turned off and the motion sensor recalibrated.

Thanks fot your help!

Responses

ATTHelp

Community Support

•

231.4K Messages

7 years ago

Hello @dgpach,

I’m sorry to hear about your device issues, I can see how this would be a big problem! But no worries, there is at least one suggestion I can offer which should hopefully correct the problem.

I have seen this type of behavior before, it can be cause either by a hardware issue with the proximity sensor, or by a screen protector interfering with the detection system. I you have a screen protector, please remove it and see if it makes any difference.

If the problem remains, then it’s most likely the sensor. There is a quick test we can do to determine if it’s indeed the cause. Please navigate to Settings > Below the My Device tab select Call > scroll down the list and uncheck Turn off screen during calls. Try doing a test call, and if the screen remains on, then we found the problem.

I’m going to send you a private message as well, in case the problem is hardware related, so we can take a look at what options we have to help you. It should arrive shortly to your inbox.

Best of luck!

Rafael, AT&T Community Specialist

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