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not able to end a call due to the screen going black

My Lumia Icon screen goes black/blank as soon as i initiate or answer a call and does not come back on when i'm finished with the call so i can end it. The only solution i have currently is to restart my phone by holding down the power button. I've seen others have had this issue... is there a fix? Maybe a firmware update?? i'm on OS build: 10.0.10586.36.

Thanks!

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Verizon_Support

Blackhawkjjh,
We’ll work to solve this together here. I did some research on this matter for you and we want to be sure that we get this resolved. Do you by chance, happen to have a screen protector on your phone? I see that this has been a bit of an issue with what your describing. Please let us know. Also, when did this start happening?

ErinW_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!!

Blackhawkjjh

Hi Erin - This issue started happening quite some time ago (6 months +). I thought it was maybe just a bug a fix would be released for it, but after multiple updates to my phone, nothing has resolved the issue. I do not have a screen protector.

Verizon_Support

Blackhawkjjh,

That's 6 months + too long. Let's be sure there ins't anything else that may be causing the display concern. Please verify that there isn't any liquid or physical damage that may be contribuiting to this. Here's how to check: http://vz.to/1FAmX2E.

Additionally, are there any cases on the device? Have you tried using the device without them? What happens?

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!!

Blackhawkjjh

I had replied to this via email but it apparently didn't update anything.

There is no liquid or physical damage.

There is no case

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