iPhone XS Max call quality issue and black screen when talking issue

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iPhone XS Max call quality issue and black screen when talking issue

My iPhone XS Max is having 2 Issues: 1. When I make or answer a call I sound robotic to the other person. 2. If I’m talking on the phone with my ear (not speaker), my screen goes black for many seconds so I can’t hang up or do anything else while I’m talking. Wound a reset to factory default help? I’m nervous to do that because I have so many apps and use LastPass and don’t want to lose any settings.

Any advice is appreciated! Happy Holidays🥂🍾

Posted on Dec 24, 2020 11:37 AM

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Chris_D13

Community Specialist

Dec 26, 2020 11:42 AM in response to ashmichele

Greetings ashmichele,

Thanks for visiting the Apple Support Communities! It seems there's audio quality issues while on a call, and the screen stays black when moving the phone away from your face when speaking.

It sounds like there may be a microphone issue. To check if there's a microphone issue, use the Voice Memos app to record a message, as outlined in the article below:

If the microphones on your iPhone aren't working - Apple Support

With the iPhone screen staying black while on a call, that sounds like a hardware issue with the proximity sensor. Reach out to Apple Support for assistance with diagnosing the iPhone:

Kind regards.

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iPhone XS Max call quality issue and black screen when talking issue

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