Proximity Sensor....Otterbox the Cause?

Thank you! My phone is the AT&T black phone. I believe they all have different problems. I contacted Otterbox again and they are going to send me a new inner hard shell which they claim has been adjusted to fix the proximity sensor issue. They just sent me this one last week, but I guess I'll see. Thanks for you time!

*your*

did you oringally buy from them? because i am having the same issue with mine, but i bought off of ebay.

I bought it from an AT&T store originally. Then I called OtterBox and told them about the problem. They didn't ask for a receipt or anything. I sent them a pic of the case (they emailed me telling me everything they needed, name, address, etc.) and they shipped me a new case, I did not have to return the original one. Well the new case is doing the same thing so I contacted them again and they will be sending me the inner hard shell (same color as I have, white) which they said has been adjusted to fix the problem.

Hello Everyone. Like many of you I have sufferred the hastle of a proximity sensor that simply doesn't work. Over the past few weeks I have trialled a number of so-called fixes and attempted to understand the cause and effect relationship of a number of variables. Here is what I have found. There are three contributing variables that stand out above all others they are screen protectors, type of bumper/protector and resetting the device. I am lucky enough to have access to a number of work colleagues and friends with problem phones with a substantial success rate. So far I have proved the performance of 14 phones with only one stubborn unit. Here is what to do. Step one, strip your phone and remove screen protectors and bumpers etc, step two: perform a reset of all settings. Step three: test using voicemail BEFORE you refit any accessories or protectors. In most cases this will work. Now if you choose to refit a screen protector you MUST cut out the section above the earpiece, this especially applies to "matte" finish protectors that cause the most trouble. I'll spare you the technical detail on refraction but this is key. Do not obstruct the sensor with the protective film. Next, avoid glitzy reflective covers such as the anodized aluminum look, again I'll skip the technicalities but these covers, especially the el cheapo two buck models are diabolical and confuse the sensor immensely. I have not had perfect results, but so far so good. I hope this helps you all. William.

AND FINALLY THE ANSWER! After going back and forth with Otterbox, they sent me a new inner white hard shell (just the front w/the screen). The hole over the proximity sensor has a black strip right down the center. My proximity sensor works again! Otterbox was very helpful and there was NO CHARGE. Contact them and they will do the same for you.

I contacted the 1-800 # for Otterbox and they have acknowledged the problem with the proximity sensor and are sending me a new case. In the meantime, I just tried the sharpie test and it indeed worked immediately.

Hello all,

Just to add my experience (as there seems to be some variation)... White iPhone 4 with Otterbox Defender Series Black Plastic/White Silicone. The Otterbox was sold to me the day I picked up my iPhone and installed by the AT&T salesperson. I had problems with the proximity sensor from the start. After learning this is not an intended feature of my phone ("The convenience of muting your phone with the touch of an ear!"), I have since discovered that there have been some "improvements" to the proximity sensor. Whether this is with just the White iPhone or with all recent iPhones, I can't say for sure, but my wife's 3GS (which is only a few months old) also has a proximity sensor problem.

My problem appears to be isolated to the case, however. I took the case off and found the sensor working fine. As everyone has reported good customer service with Otterbox, I figured it was worth the two minutes to see if removing the small clear plastic window covering the front camera and proximity sensor would work. That completely fixed the problem for me. I did not even have to reset the phone or break out a sharpie.

In going through this process, I noted that Otterbox has added a note on its website that the Defender is incompatible with the white iPhone (for what its worth). Personally, I have kids aged one and three and the extra protection I get from the Otterbox Defender is absolutely necessary, so I am glad my simple modification worked. Also, I found that the little plastic windows got really dirty and were very hard to clean due to the shape of the case, so it would appear to be a better solution all around.

Best,

Capt. Peachfuzz

I received the pink and white case for my Verizon white iphone 4 yesterday. The case fits but I had an issue with the proximity sensor. Mine had a plastic covering with a vertical black strip over the proximity sensor. When I took the case off, the proximity sensor worked.

This is what I did to fix the problem:

1. I took the plastic covering off from the inside of the case.
2. Cut the part off that covered the proximity sensor.
3. Got a sharpie and outlined the inside of the case where the proximity sensor is.
4. Placed the plastic covering back on (to protect the front camera).
5. Placed the hard and silicone case back on the phone.
6. Made a call and put my finger over the proximity sensor, it worked, then I put the phone up to my ear and it worked!

I just called Otterbox about the case not allowing the phone to lock during calls and was told that the defender does not work with the iPhone4 in white.. but they wouldn't do anything for me...

@aprillynn3369, not true!! I have the iPhone 4, w/a defender case (purple on white) and it works fine now. Here is the email address of the customer service rep I worked with at Otterbox,

angela.blair@otterbox.com she was wonderful! Just let her know you need the case that fixes the iPhone 4 proximity sensor issue. She sent me a new white hard shell (the purple silicone fits the same on it), and where the sensor is there is a black line vertically down the center which apparently fixed the problem. Haven't had an issue since I put it on months ago, and I wasn't charged a dime for this. Good luck!

I've had my phone for a month and I've had the exact same problem - I figured it wasn't normal for my phone to place itself on hold, compose text messages to random individuals or access my contacts while I was making a phone call.

I purchased my case at an AT&T store and no one breathed a word about the lack of compatibility with the iPhone 4, natch.

I e-mailed Otterbox and I am hoping I have a similar outcome since their cases are not cheap! 🙂

@StarGazer,

I bought it from an AT&T store originally, they never said a word. Then I called OtterBox and told them about the problem. They didn't ask for a receipt or anything. I sent them a pic of the case (they emailed me telling me everything they needed, name, address, etc.) and they shipped me a new case, I did not have to return the original one. Well the new case was doing the same thing so I contacted them again and they sent me the inner hard shell (same color as I have, white) which they said has been adjusted to fix the problem.

Guess I will need to call them...they gave me the "Defender Series is not compatible; we have no plans to develop a case for this device" runaround.

UPDATE: I tried the Sharpie suggestion. I first tried to outline the opening for the proximity sensor but didn't notice a change, although I didn't shut off the phone. Then I filled in the outline on the inside cover and shut the phone off.

After I turned the phone back on, I made a five minute phone call and I am happy to report my phone did not access my contacts, create random text messages or place itself on hold even though my cheek was pressed against it.

(I have the black hardshell case with the pink silicone.)