S24 Ultra screen goes dark while on speakerphone

[Mama Ruckus]

My S24 Ultra's screen goes black while on a call using speakerphone and while sitting on my desk. I've called Samsung, and we have assured all of the required buttons have been ticked to keep the screen on. They are now telling me it is due to the proximity sensor not sensing me (because it is on my desk while I am trying to type) and that there is no way to disable the proximity sensor, and that the screen going dark is a Samsung feature.

This is unacceptable for my usage. I need to be able to toggle the mute button on and off during the calls (which is super easy on my iPhone) and not have to unlock the phone to do this.  I've tried headphones,  but with 20 ppl dialed into the call from different devices,  the sound levels vary greatly and some callers are too loud for headphones.  

Has anyone figured out a work around for this issue?

I'm about ready to trade this phone in fur a non-Samsung product if this is the way the new devices are 😒

[Tourbillon De La Vie]

What's the screen timeout set to? Also maybe enable keep screen while viewing 

[lminvti]

Hi @Mama Ruckus and warm welcome 👋

Try to turn on "keep screen while viewing " ins settings > display > screen timeout and toggle on "keep screen while viewing "

See if that would help

[Mama Ruckus]

Thanks for the reply. The screen timeout is set to 10 minutes (which is the maximum the S24 allows, as there is no option of "never" like there was on my old device). 

Enable screen while viewing is set to on.

[Mama Ruckus]

Thanks for the reply. 

Keep screen while viewing is already enabled. 😔

[BandOfBrothers]

Hello @Mama Ruckus and may I take this opportunity to extend a Warm Welcome to the Samsung Community Forum 👋 

This could be a proximity sensor problem. 

Run the diagnostic tool in your Samsung Members App to see if that highlights anything. 

And just as further troubleshooting consider >

Clear Cache Files from the phone's System Partition Section  > https://www.samsung.com/uk/support/mobile-devices/how-do-i-clear-the-cache-on-my-device/ You may need to insert your earphones or hook upto a powered On Laptop or use a Tv's USB Port to access the Clear Partition Section. This may help with lag or stutters as this clears the phone of old/unused or broken cache files.There is also a Repair Apps option in the Menu System too { Possibly excluding the s²⁴ Series of phone's } 

And as a very last resort back up and factory reset. 

Ultimately a Samsung Service Centre or Samsung Experience Store can assess your phone > https://www.samsung.com/uk/support/repair/ 

If i can be of any further help please don't hesitate to ask  😎 

[Mama Ruckus]

Thanks you for the reply.

I tried your advice, but unfortunately the screen still goes dark. 

Looks like the next step is the repair center (40 minutes away 😕). 

[Asarlai]

Hello. Thank you for all your efforts, but unfortunately none of it works for me either. I have a S24 Ultra  and my experience using your suggestions is identical to Mama_Ruckus. I really don't think there is a solution 😕. 

[Asarlai]

Hello. If you don't mind me asking, did you go to repair store? Did it solve the problem? (See my response to Band of Brothers above)

[Mama Ruckus]

The repair shop said this is actually a 'built in feature' to save battery life. And for those of us who would like it stay on, currently there is no setting for that, and we are SOL. 

Ultimately, I am going to trade this in for an iPhone.