Moto Z2 Play- screen goes black during call, will not come on until call ends
bogler
Enthusiast - Level 1

Moto Z2 Play- screen goes black during call, will not come on until call ends. I can not hang up, use keypad, or even turn phone off. If i call someone and they do not answer, it leaves a 5 minute message on their phone, then stays on when it asks me if i want to send the VM or redo it.

I can flip the phone, take it away from my ear, etc etc, screens still black. Please help. This piece of junk phones about to get sent back. Thankfully I won't have to pay the $35 restocking fee.

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16 Replies
luvs2su
Enthusiast - Level 1

Apparently VERIZON has no fix for this issue, making these phone useless for making/receiving phone calls?

Spent an hour with 'tech support' without any resolution.

vzw_customer_support
Customer Service Rep

luvs2su

 

Oh no, this is never the way we want you to feel as we are always here to support you. However, the truth of the matter is that we (Verizon) are only the service providers. We do not manufacture, nor develop the software on your devices. We do work closely with the manufacturer/developers to ensure you have the best performance. Ultimately all "fixes" will come from the manufacturer/developers. Have you tried reaching out to the actual manufacturer/developer? What if any, troubleshooting have you done in the attempt to resolve this concern? Are all of the applications on your phone up to date as well?

 

Edward_VZW
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If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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luvs2su
Enthusiast - Level 1

Apparently, there is an issue with the proximity sensor - "device help" "FIX" "Hardware Tests"

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vzw_customer_support
Customer Service Rep

luvs2su, that is very concerning that you are running into issues with the Moto Z2 Play. There is a possibility it could be an issue with the proximity sensor. I want to get to the bottom of this for you. Does your device have any physical or liquid damage? Can you provide more details on the issues you are experiencing that are due to issues with your proximity sensor? Justin_VZW
Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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vzw_customer_support
Customer Service Rep

Device concerns are not what we want for you. I understand you've addressed this concern with tech support previously. Allow us to proceed with troubleshooting. When did you start experiencing this issue? What changes (downloads, updates, etc...) have you made to your device prior to this concern? How did the call end when you were working with tech support? 

 

Corey_VZW
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If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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DESHEB22
Newbie

This just happened to my iPhone 8! I updated and now my phone is a brick. Took it in to see if they can fix it and since I replaced the screen at a non apple place the update made my phone unusable. I am so done with Apple!!!

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vzw_customer_support
Customer Service Rep

I realize how upsetting it is to have a phone become unusable and appreciate all your efforts, DESHEB22. I don't want to see you give up on Apple products though. While replacing your screen at a third-party vendor will create a bit of a speed bump in the replacement options, I want to make sure we've tried everything possible to restore your phone's functionality. Can you tell me a little more about exactly what's happening with your iPhone 8? Did you take it in to Apple directly or a Verizon location?

 

JenniferH_VZW
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If my response answered your question please click the 'Correct Answer' button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

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vzw_customer_support
Customer Service Rep

DESHEB22,

Having a working phone is a must in our book. Help is here. Do you have a working phone? What options were provided?

KatiM_VZW

Follow us on Twitter @VZWSupport

If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Binarytornado
Enthusiast - Level 1

I have the exact same issue on my wife's phone which is also a Motoz 2 Play. This just started happening recently. The phone will go black after making a call and once the call dials the number it will go immediately black and all buttons will stop working. This is NOT present intermittently as it happens every single time. I have over 20 years of experience working with computer systems and software and In my professional opinion I have concluded that this has been caused by a software update to the phone of some type. Please fix this Verizon! What happened to Quality Control on the software department? We the consumers are NOT your test subjects to be used for "scream tests" such as this one! In the Army we used to say, If it ain't broke, don't fix it. well, that holds true today as well! The phone was not broken before the change to the software, so where is my rollback function to fix your screw-up? Where can I go to remove your software update that turned my wife's phone into an expensive brick?

NOT, NOT, NOT cool Verizon!!!

Ryan

Happynow
Newbie

Had this same problem for the last two months, but I did a proximity sensor test and it failed. I had a screen protector for the last two years, and it had no scratches in the area of the sensor, but I removed it and all the glue residue and the phone works great again. My guess based on the amount of residue on the screen under the protector that over time it becomes cloudy between the sensor.

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TREV1534
Newbie

I had someone with this issue the today, we fixed it by going into settings then going into notifications. Looking through the list we went into the phone app. There there was a few settings with on/off sliders. The app had the silence or do not disturb slider on. We turned those off and it worked fine. It was as if the phone call was a notification and would allow the screen to turn on. Don't know if this will help but might be worth a shot.

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vzw_customer_support
Customer Service Rep

I apologize for the issue you're having with your device going blank during a call, Bogler. Let me see what's going on and get your screen to stay on. Do you have a case on your phone that covers the proximity sensor? When you hold your phone to your ear, the touchscreen goes dark to avoid accidental touches. When you move the phone away from your ear, the screen lights up again. Don’t use covers or screen protectors (even clear ones) that cover the proximity sensor above the touchscreen.

Thank You,

EdwinW_VZW

Follow us on Twitter @VZWSupport

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cyh
Enthusiast - Level 1

I do not have a case or a screen protector on my phone, but I'm still having the same issue. Whether I'm making a call or receiving a call, my screen goes black and will not come back on.

vzw_customer_support
Customer Service Rep

cyh,

Being able to view your screen is important. Help is here. How long has this been a concern? What patterns have you noticed?

Kati_VZW
Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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SimplyFy
Newbie

Edwin, I have the same issue with my LG V10 phone and this only started after the recent software update.  It was NOT occurring before that update and I've had a case and no screen protector for all the years I've owned my LG phone.  The screen should stay active when receiving a call and it immediately goes black.

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bogler
Enthusiast - Level 1

More specifically, Ever since I bought the Moto Z2 Play last week,  my phone screen won't light up during a call. The screen goes black and unresponsive even when I move the smartphone away from my ear. The only way to get the screen back is if the phone call is terminated by the other caller. There's no way to dial into an automated system cause I can't see the keypad and I always end up leaving a message in everyones voice mail cause I can't hang up the phone call.