iPhone 11 Pro Proximity Sensor

Question

iPhone 11 Pro Proximity Sensor

When I receive a call, my iPhone 11 Pro goes black as if I had moved it to my ear. I have trouble getting the screen to come back on during the call. I tested the proximity sensor, and it works properly when I initiate the call; the screen goes black when I move the phone to my ear and lights back up when I move it away from my ear. Also, I'm using the same screen protector and screen, I've cleaned both, and this problem started after the latest update (iOS 13.4.1). I have a temporary work around by having my Call Audio Routing default to Speaker which so far has kept the screen on when I receive calls. Ideally, the proximity sensor would work properly. Anyone else experiencing this problem? Any advice?

iPhone 11 Pro

Posted on Apr 21, 2020 3:09 PM

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Answer 1

Top-ranking reply

Teddy_B

Community Specialist

Apr 24, 2020 7:40 AM in response to AngelinaNationalForest

Hey AngelinaNationalForest,

Thanks for testing that out and following up with us.

From here, I would like to have you backup and restore your iPhone, then set it up as new. You would only need to have your device set up as new long enough to test if the same issues persists. If it doesn't, go ahead and restore the backup and test once more. The resources below can help with this:

How to back up your iPhone, iPad, and iPod touch

Restore your iPhone, iPad, or iPod to factory settings

Restore your iPhone, iPad, or iPod touch from a backup

Let us know if the issue happens with your phone set up as new, or returns after restoring the backup. We'll go from there.

Cheers!

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Answer 2

sterling r

Community Specialist

Apr 23, 2020 10:13 AM in response to AngelinaNationalForest

Hey AngelinaNationalForest,

Thanks for using Apple Support Communities! I understand you're experiencing an issue with your display on incoming calls. I know how important it is to get this resolved, and I'm happy to help.

If you haven't already done so, start with a restart of your device. Restarting is a simple step that can resolved a variety of issues.

Restart your iPhone

You mentioned cleaning your case and screen protector, which is great. I also recommend removing those and testing again if the behavior continues without those.

Thanks again, and have a great day!

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Answer 3

Apr 23, 2020 10:58 AM in response to sterling r

The problem persists even after restarting my iPhone and removing the case and screen protector.

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iPhone 11 Pro Proximity Sensor

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