After phone call the screen still off

[lovemoon11]

Hi,

When I start a call and move the phone near to my ear the screen goes off. When I finish the call the screen is still off and I can not close the call. I need to turn on the screen with the power button and after that the screen goes on.

I used this code to check the proximity sensor

*#77692#

and the sensor work perfectly

but the issue not solved

any idea?!1

How can I fix that? 

[BandOfBrothers]

Hi @lovemoon11 

There is a diagnostic in your Samsung Members App and via dialing *#0*#

First please put the phone in Safe Mode which disables your downloaded app's but let's your stock app's keep working. If the issues stop then this highlights a downloaded app as the possible issue. Come out of Safe Mode and start deleting your most recent downloaded app's one at a time until it stops. 

A Samsung Experience Store or Samsung Service Centre can take a look. 

[lovemoon11]

Hi   @BandOfbrothers

thanks for your reply

1- I tried safe mode but still the issue same

2- I tried wipe cache partition from recovery

3- Reset all setting setting but not factory reset

4- Reinstall the latest firmware by Odin

still the same

The good thing that using the codes for testing the sensors i found that it works perfectly without any issues

I received a software update before 2 days and I thing maybe the latest firmware has problem

I don't know what I can do else

[BandOfBrothers]

You can update Samsung on the bug your experiencing via your Samsung Members App and perhaps let a Samsung Experience Store or Samsung Service Centre take a look @lovemoon11