Phone blanks out when I make a call (Lumia 800)

[crh75]

The screen of my Nokia Lumia 800 blanks out when I make a call and does not reappear.  This means when I make a call I cannot hang up and have to press the power button for 10s until the phone shuts down.

Can someone help me with this.

I was going through the help suggested by the online chat until it cut me off, very annoying!!

[MI5]

Try turning off the proximity sensor in call settings.

[crh75]

How do I do that?

[MI5 · Accepted solution]

It will be an option in the phone app settings. Also, try setting your screen time out to 1 minute and make sure any screen protectors or covers aren't covering the sensor.

[crh75]

Thanks for you response. 

I had not realised that the sensor was in the top right hand corner of the screen.  Basically there is a light sensor so if it is dark it thinks the phone is on your ear (you can test this by putting your finger over it when the phone is not by your ear).

My screen guard was a bit dirty and tatty in that corner which was stopping the light getting through.  So a new screen guard and all is well.  Unfortuantely the person on the O2 chat help thing did not suggest this as a posible cause, so I now need to cancel the repair booking!

[Anonymous]

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@crh75 wrote:

Thanks for you response. 

I had not realised that the sensor was in the top right hand corner of the screen.  Basically there is a light sensor so if it is dark it thinks the phone is on your ear (you can test this by putting your finger over it when the phone is not by your ear).

My screen guard was a bit dirty and tatty in that corner which was stopping the light getting through.  So a new screen guard and all is well.  Unfortuantely the person on the O2 chat help thing did not suggest this as a posible cause, so I now need to cancel the repair booking!

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You'd be surprised at the amount of repairs booked in that are just little things like this!

If all our customers turned to this forum beforehand then the repair centre would probably be a very quiet bunch 

You can use the online chat or call customer services with the repair booking number (Should start with 100-...) and they can cancel the courier for you.

[crh75]

I will do when I get the number - it has not been emailed to me yet!

One would expect to get better, or at least as good, help directly with the helpline than on the forum!

[Anonymous]

If you dial *#06# it will bring up your IMEI number. They can also use this to track your repair.

And agreed, I think a lot of Customer Service advisors could learn a thing or two from around here!