Proximity sensor shuts screen off but doesn't wake it back up

My wife's new phone goes dark when making a call and raising to the ear, as it should, but is most often unable to wake the screen when removing the phone from talking position. Pressing the home button, or any button for that matter, fails to wake the phone and results in the call being in progress indefinitely until the other side ends the call. We've had to disable Autoscreen as a result.
There are occasions where Autoscreen will act as intended but rare and without apparent cause. Thought the problem might be low light but it happens in lighted areas as well. Samsung is of no help, suggesting first a soft reset and then a factory reset. Thoughts?

sethy_w wrote:
No screen protector on the phone. The power button can be used to end the call but not wake the screen.
From the Verizon GS3 User Manual:
Call answering/ending - Manage settings for answering and ending calls.
From the Home screen, touch Phone.
Touch Menu > Call Settings > Call answering/ending.
Configure these options:
Answering key: When enabled, you can answer an incoming call by pressing the Home Key.
The power key ends calls: When enabled, pressing the Power/Lock Key ends a call.
Make sure "The power key ends calls" is not checked.
A user manual from Samsung for the Verizon GS3 may be found at:
http://www.samsung.com/us/support/owners/product/SCH-I535MBBVZW
Select Manuals and Software and then Manuals.

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Proximity sensor shuts screen off but doesn't wake it back up

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