The phone screen turns on or off unexpectedly during a call

Problem:

1. The screen turns off during a call.
2. The screen turns off after picking up a call.
3. The screen does not turn on after a call ends.
4. The screen does not turn off when the phone is held close to the user's face.

Solution:

Check whether your phone enters Sleep mode during calls. If it does, the proximity sensor will be disabled. Your phone will enter Sleep mode when you are making a handsfree call (on a speaker or headset) or if you leave the call screen during the call. In this case, press the Power button to turn the screen back on.

If the fault occurs in other scenarios, ascertain the location of the proximity sensor. This varies by product model (refer to the product manual for details). Then do the following:

If the proximity sensor is at the top of the screen

1. Ensure that the proximity sensor is not being blocked by foreign objects, a screen protector, or a protective case.

2. If the issue persists, try making a call, and check whether the screen turns off when you cover the proximity sensor with your hand, then turns back on when you move your hand away.
   • If this happens, it indicates that the proximity sensor is functioning properly. In this case, it is recommended that you hold the top of your screen closer to your ear when you are making calls.
   • If this doesn't happen, it indicates that the proximity sensor is malfunctioning. Restart your phone and try again. If the issue persists after the restart, back up your data and take your device and proof of purchase to an authorized Huawei Customer Service Center for assistance.

If the proximity sensor is on the top side of the phone (designed to maximize the screen-to-body ratio)

1. Ensure that the proximity sensor is not being blocked by foreign objects, or by a protective case without a big enough opening for the sensor (or no opening at all).

   The following figure shows where the proximity sensor is located on the HONOR 20 Series.

   

2. If the issue persists, try making a call, and check whether the screen turns off when you cover the proximity sensor with your hand, then turns back on when you move your hand away.
   • If this happens, it indicates that the proximity sensor is functioning properly. In this case, it is recommended that you hold the top of your phone closer to your ear when you are making calls, as indicated in the following figure.

     

   • If this doesn't happen, it indicates that the proximity sensor is malfunctioning. Restart your phone and try again. If the issue persists after the restart, back up your data and take your device and proof of purchase to an authorized Huawei Customer Service Center for assistance.

The proximity sensor of your phone consists of an infrared LED and an infrared receiver. It detects the distance between an object and the phone by calculating the energy difference between the infrared light that was sent and received.

The proximity sensor detects when a user is holding the phone near their face during a call and turns the screen off to reduce power consumption.