13 Replies Latest reply: Aug 9, 2009 11:18 AM by NOObPjett
NickRidd Level 1 Level 1
The screen on my iPhone goes blank during phonecalls.

I have used Google (and this forum) to read about this and I do not have a plastic film and it does not matter if I use a cover or not.

If I make a call:
everything is normal until I actually go ahead calling, then the screen goes blank after approx 1 sec and then it does not matter what I do, the screen stays blank.
The only 2 solutions are if the person at the other end of the conversation ends it OR if I repetedly keep hitting the sleep/wake button.

It does not matter if it is me calling or if I answer an incoming call. It does not matter if it is asleep or awake when I answer a call, the screen still goes blank.

If I put my thumb over the proximity sensor and then make a call (or answer an incoming call), the screen goes blank BUT +when I remove my thumb from the sensor the screen lights up+ for about 1 sec and then goes blank.

If I use headphones the screen never goes blank.

If I try to connect headphones after the screen has gone blank, the screen does not light up.

If I hold my thumb over the proximity sensor and then answer the call and after the screen has gone blank ... then connects my headphones and then removes my thumb - the screen lights up and does not go blank again.

If I have the headphones connected and answer a (incoming) call the screen does not go blank. If I then unplug the headphones the screen goes blank. But if I first tap speaker and then unplug the headphones the screen does not go blank. But if I then tap speaker again the screen goes blank.

This makes the iPhone almost useless as a phone. Apple does not manage support themselves in Sweden. They tell you to go through your operator. Mine is TeliaSonera and they think it's a hardware problem and tell me to take it to the store (warranty).

But the sensor does react to my thumb being there and then removing it - it seems to me that whatever it is that is using the sensor is malfunctioning?
Any ideas for further troubleshooting or how to solve it?

iPhone 3 G 16 GB, iPhone OS 3.0, Bought it 15 May 2009
  • Azqi Level 3 Level 3
    Well, that would still be the hardware.

    Just in case, there's a couple of things to try if there might be some odd software issue. Have you tried turning off the iPhone and then restarting it? Also, have you tried to restore it yet, using the "Restore" button in iTunes? That would reset it to its factory settings, and you'd need to resync everything again afterwards.

    If that doesn't work out, then, yes, take it in immediately while its still under warranty. Don't waste time on that, take it in and get it taken care of while the warranty covers it. Don't wait.
  • NickRidd Level 1 Level 1
    Yes, it still behaves the same way even if I restart it. Just now I tried to restore via iTunes, no success ...
    So, first thing tomorrow I'll turn it in.
    Thanks for trying to help anyway!
  • beccamassey Level 1 Level 1
    I am having the same problem but it is when I answer a call and then after the call is complete - the screen is black. I then hit the wake up button and the locked home screen is up. I then unlock it to make sure the call has ended. What else might I try. My iPhone is less than a week old and I can't be without a cell phone due to business!! HELP!
  • ChrisJ4203 Level 9 Level 9
    If you answer a call and then the other person hangs up before you take the phone away from your ear the screen will blank if the phone was asleep when you received the call. However, if you take the phone away from your ear before the other person disconnects the call and the screen is still blank there could be a problem. Try it once and have someone possibly at home or work where you are standing and have them stay on the line and move the phone from your ear and see if you can see the screen. If you cannnot when the call is still live, then there is a problem. You can try the troubleshooting procedures and see if that helps. If not, then your option is to go to the Genius Bar or call Apple Care.
  • Dewaine James Level 1 Level 1
    I have had my 3g for a bit over 3 months... no problem until about a week ago. It started doing the blank screen as you describe. Tried on/off, reset...etc.... no help.... really starting to bug me.....
  • Peg712 Level 1 Level 1
    I experienced the same problems with my screen going blank and getting "locked"
    in that state while in a call. I realized that the case I was using was
    covering the proximity sensor on my iphone 3GS. I read that the iPhone 3GS
    will blank the screen and make it unavailable while you are on a call when
    the proximity sensor is "activated" (your face is up to the phone). This
    happens so you will not mute or end your call or anything else your face can do
    with the call on accident. I removed my case and the problem was solved.
    I hope this helps others. I know that there are iPhone 3GS cases that are
    still being sold that cover the proximity sensor. Apparently others
    are unaware of this problem as well.

    Please let me know if this worked for you. Thanks.
  • ajtucker8098 Level 1 Level 1
    I have this same problem. When I am in a call and go to end it will not light up for me to end the call or unlock it to end a call. The person has to hang up for the call to end. And if they don't like say I get an automated business or voicemail, for me to hang up I have to do a hard reset.

    Hard Resets and Restores from both the phone and Itunes do not work. I just did a restore from Itunes this morning and thought it was working fine only to have it start the same thing again! I did not notice or have this problem until the 3.0 software was loaded.

    I am disappointed in the iPhone I expected it to be better. I have had problems since I got mine last year. Right now I am on my third Iphone in less than a year of owning it. I am seriously considering getting something else. I don't have an apple store near me, and I don't want to send it in, have a replacement sent only to have this phone sent back saying its my fault it's messed up. I am so frustrated and annoyed by the problems that I keep having with the phone. Sure it has alot of features I love and use but the drawbacks are almost too much to deal with.
  • Dewaine James Level 1 Level 1

    Thanks! When I read your post I thought it was crazy, but I tried it and problem solved. I had bought a new case online about a week ago, and yes it covered the sensor. I cut a little hole in the case (I really like the case) and now it works perfect..... thank you so much, I doubt I ever would have figured that one out.....
  • Peg712 Level 1 Level 1
    Glad I could help!
  • Peg712 Level 1 Level 1

    Remove your case and try the call again. If you don't experience the
    problem with the case removed, your case is covering the sensor (see my
    previous post from earlier today) and you need to purchase a new case.

  • BlusSinger Level 1 Level 1
    I think my case maybe causing the problem. Can anyone tell me where the proximity sensor is located?
  • ajtucker8098 Level 1 Level 1
    I removed the case and the screen protector. I found it was my screen protector. I put the case back on and since have had no issues as previously stated. I guess I can chalk up the problems to the screen protector.
  • NOObPjett Level 1 Level 1
    I felt like a total idiot after finding out the problem, I was ready to sen the phone back, and chew out the wonderful sales person. then I read a forum described the problem, glad I bit my tongue.

    I had an original Iphone, and had a new rubber case that protected the phone, when I bought the new Iphone I also bought new screen protectors(keys etch designs in unprotected screens) then I had noticed occasionally that while making a call that when I needed the option to press 1 when making a call to leave a voice mail that the screen was black, this was very disturbing, so I searched out the solution, and low and behold it was my old rubber case, and as soon as I removed it I tested my theory, and no more issue, I also have read that the original screen cover is not to be used as a protector or the same problem will exist.

    Just thought I would post this so if others have the same issue that they may take heed