Shhmitty

Q: iphone 6+ screen blacks out

my screen blacks out when I remove from my ear.  Can not hang up or hit anything while I am on the phone.  If I touch the screen, phone blacks out again.  Any suggestions?

Posted on Sep 26, 2016 5:39 PM

Close

Q: iphone 6+ screen blacks out

  • All replies
  • Helpful answers

  • by chris_g1,

    chris_g1 chris_g1 Sep 27, 2016 5:48 PM in response to Shhmitty
    Community Specialists
    Sep 27, 2016 5:48 PM in response to Shhmitty

    Hello Shhmitty,


    Thanks for bringing up your iPhone display issue here in the Apple Support Communities. It sounds like there may be an issue with the proximity sensor, or the way data to it is being interpreted. Lets try a few things to see if we can get this working as expected.


    The first thing we want to ensure is that all your data on your device is safe. For the iPhone, you can make a backup in iCloud or iTunes using this article : How to back up your iPhone, iPad, and iPod touch.


    Once your data is safe, try to turn your device off, then back on again. Sometimes, that is all that is necessary to get all the connections reset and everything working properly again. This help article from Apple will assist you to do that: Restart your iPhone, iPad, or iPod touch. Please do not do the force reset, as that is not necessary at this time as your device is not exhibiting those symptoms.


    If the issue is still not resolved, you will need restore your device back to factory settings using iTunes. This option will erase all the data on your device. Please ensure you have your backup completed prior to doing this step. The reason we need to use iTunes to do this step is because we need iTunes to help install a fresh version of iOS. This help article from Apple will help you to do this step: Use iTunes on your Mac or PC to restore your iPhone, iPad, or iPod to factory settings. Please ensure you set the device up as new, and do not restore any information from an iCloud or iTunes backup yet.

     

    Once the device is set up as new, you will test to see if the screen is blacking out when you remove the phone from your ear. If this issue is no longer happening, we know the issue was with some data on the device or in the iOS version, which will most likely be saved in your backups. You can manually bring data back using iCloud or iTunes, but do not restore from the backup as you will bring the problem right back in. Once you log back in to iCloud with the same Apple ID that you used previously, all your data saved in iCloud will start repopulating on the device. Depending on whether you have a Mac or PC and the iTunes version you have, you can use one of these four help articles to assist you in getting your music and other data back to your device from iTunes:

     

    1. iTunes 11 for Mac: Connect or disconnect your iPod, iPhone, or iPad

    2. iTunes 11 for Windows: Set up syncing for iPod, iPhone, or iPad

    3. iTunes 12 for Mac: Sync iPod, iPhone, or iPad

    4. iTunes 12 for Windows: Sync iPod, iPhone, or iPad

     

    You can also redownload fresh copies all of your previous purchases using this article: Download your past purchases. Thanks again and have a great rest of your day.