Screen turned off (goes black) during phone call and won't wake up

During a phone call, if the screen goes black (I presume due to the proximity sensor), the phone will sometimes not wake up - even with the home button - and not allow me to access the touch screen.  It's frustrating if I receive another call (call waiting) or if I have an option to press. 
My first iPhone 6 required a hard reset (home plus power) to take it out of this mode.  The replacement phone I received from the Apple store will wake up with the home button after the call terminates, but not during the call.  This is not a situation where the lighting in the room is too dark for the screen to wake up.  The event will happen during the day in a room lit by sunlight.
It also seems that the situation happens when I call a phone and go to voice mail or have a number option to press (1, for sales, 2 for tech support, etc) - but perhaps that is the only time I notice the issue as that is when it would be meaningful for me to access the screen.
In case it matters, I have a black 64GB iPhone 6 for use on the Verizon network.  I have also upgraded to 8.02.
Any help would be appreciated as I find it hard to believe that this is a hardware issue that has occurred on two phones.

Hi natgeoff,
Welcome to Apple Support Communities.
I can imagine it would be frustrating to have multiple devices with the same proximity issue, where the screen remains black while on a call. Take a look at the article linked below and try the suggestions provided, like testing the iPhone without a protective case.
iPhone: Hardware troubleshooting
After finishing a call the display remains black
If the iPhone is in a protective case, remove it from the case.
If there is a protective or antiglare film on the display, remove the film.
Clean the screen, especially around the receiver, with a soft, slightly damp, lint-free cloth.
Try turning iPhone off and then on again.
I hope this helps,
-Jason

Similar Messages

  • Can´t make phone calls, can´t recieve calls, can´t send msg, it´s stuck... I have to turn off iPhone to cancle phone call...

    can´t make phone calls, can´t recieve calls, can´t send msg, it´s stuck... I have to turn off iPhone to cancle phone call... on the other side it´s ringing but on my side it´s just stuck and nothing happening

    You can try a hard reset by holding down the home button and the lock button at the same time until the apple appears. If that doesn't work I think you should definitely go into an apple store.

  • My iPhone is acting up again; freezing up during phone calls and now the head phone jack intermittently doesn't work.

    I got my iPhone 5 back in February 2013 and for the most part of the year I enjoyed it. Then I started having issues with it. First of all the WiFi randomly quit working. I didn't even update it. So I tried updating it, resetting, and restoring it. While it was under warranty I tried getting the issue fixed, but Apple CS blew me off saying it was accidental damage and I should have gotten Apple Care. This time Verizon covered their *** and replaced the phone for me even though it was out of their 6 month warranty period. I think I posted this experience before.
    Now my iPhone is acting up again. It first started freezing up during phone calls and now the head phone jack intermittently doesn't work. Again, resetting, restoring, and updating it did not fix these issues.
    <Re-Titled By Host>

    The original issue they didn't state exactly why it was Accidental Damage. After running through some troubleshooting, they just stated it was Accidental Damage and that I should file a claim with my insurance, and that Apple Care would have covered it; then closed the request.
    I've tried resetting settings, restoring it as new, and that was a no go. When it freezes up during calls I also have to perform a hard reset by pressing and holding both the power and the home buttons to get it functioning at all again(just completely freezes, won't respond to touch or home button.) I noticed that the proximity sensor isn't responding as well, so I have to tilt it away from my ear while in a call to keep from pressing the buttons on the touchscreen with the side of my face. I avoid phonecalls now, and text exclusively.
    I don't live anywhere near a Genius Bar so I'm stuck with the online support to Apple. And since I don't have a landline, I get charged for their phone support so I tend not to use it.
    Getting two lemons in a row seems coincidental so I'm wondering if it's a bad batch Verizon got then distributed out.

  • HT201412 My 3 week old iPhone 4S switched off during a call and won't switch back on. Any suggestions??

    My 3 week old iPhone 4S switched off during a call and won't switch back on. Any suggestions??

    Sounds like a dead battery.  Try plugging it into a charger.

  • My 4S iphone keeps trying to turn off during phone calls and drops the calls.  Sometimes I have to call back 3-4 times to finish a conversation.

    While talking on my iphone, the phone tries to turn itself off.  Not just once, but continuous, and not just dropping the call, but actually tries to turn itself off.

    Well, then I'm glad this is most probably not a hardware issue - at least not an exceptional, maybe defect of all? -. This seems to be a good idea, because 2G will nearly everywhere available, so phone calls are not likely to drop at all. I'm just a bit confused, because they promised intelligent switch even during calls. For me that means that if the better, faster connection is available, then it uses that, and if it wouldn't be, then it switches to the slower one.
    Anyways, thanks for your reply. I guess it's a "just get used to it" issue.

  • My display suddenly turns off (goes black), nothing works, have to restart using power the button.

    Hi all
    In both Snow Leopard and Lion, it sometimes (rather rarely) happens. Specially when the system tries to use a litle bit more of the graphics performance - such as using Mission Control, opening Adobe Photoshop, using Quick Preview (pressing the space key) - the display very suddenly goes black, or turns off. In this phase, absolutely nothing works ! No sound, no response to pressing any of the keys on the keyboard, NOTHING! Not even the keyboard backlit adjustment keys (F5 & F6) do any good.
    And what I do is to press and hold the power button to turn the dead device, off and start it up again.
    What I did to solve this problem which didn't work at all:
    1- Since the problem occurs when using more graphics performance, I reckon this might have something to do with the graphic switching... . so I unchecked the "Automatic Graphic Switching" in both Snow Leopard & Lion, but still the same thing happened a few times.
    2- I did reset the P-RAM and SMC (whatever they are) in Snow Leopard. No difference !
    3- I changed from Snow Leopard to Lion, which is currently installed on the device.
    None of the above could solve this annoying and devastating problem.
    I'm too afraid that this is a hardware related issue. If so, then any of the two graphic chipsets, or even the mainboard might be damaged I guess ?
    Does anyone have seen such thing and happened to solve it somehow? I would REALLY appreciate if you could share the solution. Any kinda guidance, helping to find out the reason of this, would be such a relief !
    So thank you, in advanced

    Oh ! One thing I forgot to mention...
    And that is, I tested the hardware twice, using Apple Hardware Test, in both quick and extended modes.
    p.s.:
    The "problem" happened three times in the last 30 minutes. I've been using Photoshop. Thank god everything got recovered....
    I desprately need help here guys !!

  • Turning off text notification durning phone call

    is there anyway to change the text notification to where it does not ring throught when i am in a phone call. I have a song that plays as a ringtone for my texts and when i am in a phone call it plays through and i can not figure out how to turn it off. this is a Iphone 4s thanks

    thanks this will be a start at least hoping for a permanant solution other than doing away my song my droid didn't do this but so far still don't regret the switch from droid to iphone!

  • Screen doesnt change to black during a call

    when I talk on my white Iphone4 the screen doesnt change to black so I hit all the buttons with my cheek and I cant figure out why.

    If reset, restore do not resolve, then make an appointment at the genius bar or call Apple support and arrange for a replacement.

  • My minor daughter won't give us her icloud password, she is in some real trouble and we need to restore the phone but can't without turning off the find my phone feature and it requires her password

    Please someone help.  My minor child is 16 years old and has been caught using drugs.  we found pictures  on her phone that she has been posting in adult apps and chatting with men twice her age.  We are trying to restore the phone.  She is refusing to give us her password or the answers to the security questions.  Please help us.  IS THERE ANY WAY TO FIX THIS???

    No, to restore, you need to turn off Find My iPhone and to do so you need the Apple ID & password.
    It's the Activation Lock that prevents thief wiping the iPhone for reuse.
    Take the iPhone from her and if you have the receipt (not from 3rd parties shops), call Apple Care and see if they can help.

  • My iphone turns off whenever I make phone calls or someone tries to call me...I've had it replaced several times in the last month for different reasons and i'm frustrated and I don't know what to do?

    I don't know what to do about my phone and I don't want to have to deal with sending it in to get fixed all over again

    What's the precise text of the message, please? (There's a couple of different ones I can think of that you might be getting.)

  • Screen turns off when making a call, wont go back on until I end call.

    How do I get the screen to turn back on when I am making a call? I dont know how this happened. I didnt drop my phone or anything and now when making a call the screen turns off. I tapped the screeen and tilted the phone and it still didnt turn on. I am unable to put call on speakerphone or select any other options. HELP!

    The screen turns off during a call.  The light sensor senses that your face is near and turns it off to conserve battery life.  If you have to access the screen for a function i.e. to enter an extension number, the sensor once again senses the difference in light and turns the screen back on.
    That much you probably already knew; that was mostly for the benefit of others reading this thread.  If your screen is not turning back on, it's a software issue.  The quickest and most effective cure for software issues is the good ol' battery pull.  With your phone powered on, remove the battery then replace it a few seconds later.
    That should help.  Please post back with your results. 
    - If my response has helped you, please click "Options" beside my post and mark it as solved. Clicking the "thumbs up" icon near the bottom of my response would also be appreciated.

  • Why does my iMac screen keep switching off / going black?

    After about one half hour of use my new iMac screen switches off / goes black.
    The screen can be switched on by pressing the power button on the back on the machine a few times. It remains lit for about 20 seconds. This can comntinue for about half an hour when it stops switching off or when I give up.
    I have conrtacted Apple but they have been unable to solve the problem.
    The machine is just not fit for purpose as I cannot use it for work.
    It appears from the internet that this is a recurring imac problem.
    Please, what am I to do?

    Call AppleCare (number is in the manual) and then request to speak to Customer Service. Be patient, organized and articulate and they will transfer you. When you get to speakt to someone then explain your problem and ask for their help. You should have all your receipts, invoices, trouble ticket numbers etc available for reference.
    You can also take to an Apple Store in Spain, while this may not be convenient at least then an Apple person can see the machine and work on it.

  • HT1349 I need to turn off the "find my phone" feature on my iPhone 5.  The company I worked for took back their iPhone and now I cannot receive texts on my new LG F6 phone.  Can I do this w/o the serial number?

    I replaced my iPhone 5 with an LG F6 phone and now I cannot receive text messages from my friends with iPhones.  Can somebody please tell me where to go to turn off the "Find your phone" feature and what ever else I need to turn off to accomplish this objective?  Thank you.
    Isotope Joe

    Find My iPhone has nothing to do with receiving or not receiving text messages.
    What you should have done is turn off iMessage prior to handing over the device.
    Deactivating iMessage

  • How do I set my Galaxy S5 to turn off screen during phone calls?

    How do I set my Galaxy S5 to turn off the screen during phone calls?

        bluespeck7, it's easy! You turn it off with the tap of your finger. Just tap Settings>Display>Screen Timeout>Choose the time option to fit your needs. For more device support, click http://www.verizonwireless.com/support/
    LasinaH_VZW
    Follow us on Twitter @VZWSupport

  • IPhone 3G Screen turns off when lowering from ear during call

    I have my 3rd iPhone; bought it yesterday (last one stolen in Denver Airport). The screen works normally when using the functions other than the phone. When making a call everything is normal but when I put the phone to my ear, I have noticed that the screen does not turn off, however, when lowering the phone to look at the screen during the call, it goes completely blank despite the call still being connected. I tried pushing all the buttons to no avail. I did a reset and also a software restore without success. I discovered that when I lowered the phone during a call and the screen goes blank, I put my warm thumb over the little horizontal sensor above the screen and it would come back on. If I released my thumb it would turn off (the exact opposite of what should happen). I called apple, they said to return the phone because there probably is a hardware issue. I bought it at an ATT store in Santa Barbara, CA; I am told there is a restocking fee to replace the phone!! Amazing, buy a new product, its defective, return it for a new one, and they extract $20 additional dollars from you. Anyone else with a similar problem.

    If it is not in a case and it is defective the only way that the AT&T store will swap out the phone for a new one without the restocking fee is if it's under 14 days. After the 14 days you have to bring it to an Apple store for repair or a replacement. I recommend purchasing the iCare warranty through apple, because it will extend the warranty to 2 years on the phone, and when your phone breaks the apple store will replace it on the spot if they can't repair it in the store instead of sending it out for repair and you waiting for it.

Maybe you are looking for