[scheichberry]

Hello
I am new at crackberry. I own a priv. The latest update is on the phone.
Now I have a problem.
Since one day the following thing happens:
I dial a number, push the green button (telephone) and the screen turns black. I can talk and listen - but the screen keeps black. I can push every button the screen keeps black.
The only way to get out of that loop is to turn on the camera by pressing the " on button" several times.
What I did try up to now:
I restarted the phone - still the same

I want to avoid a full reset - to much data I have to restore

I need some friendly advice

Thank you for your help

[crackbb10]

There may be an issue with you proximity sensor. Run BBVE to find out.

Posted via CB10

[FF22]

Hello
I am new at crackberry. I own a priv. The latest update is on the phone.
Now I have a problem.
Since one day the following thing happens:
I dial a number, push the green button (telephone) and the screen turns black. I can talk and listen - but the screen keeps black. I can push every button the screen keeps black.
The only way to get out of that loop is to turn on the camera by pressing the " on button" several times.
What I did try up to now:
I restarted the phone - still the same

I want to avoid a full reset - to much data I have to restore

I need some friendly advice

Thank you for your help

As suggested run Blackberry Virtual Expert.

But could you clarify one thing? Did this suddenly start happening or from the first day you used your Priv? How old is it and do you have a warranty?

Do you have a screen protector on it? Or are there dust or finger printers at the top near the camera? (where the sensor is located on the front)

[Fastmarc]

Just solved this same issue for a friend by just puckering up and blowing out the ear piece speaker where I read is where the proximity sensor is located. It solved it. She hasn't complained since.
HTH.

[scheichberry]

Hello and thank you

Running BBVE showed me, that the proximity sensor is not working properly. The proximity sensor is located on the top of the phone (If I understood the picture in BBVE in the right way).
If my hand is 1,5 cm away BBVE shows 1,5 cm.
If my hand is 4,5 cm away BBVE shows 4,5 cm
if my hand is 8 cm away BBVE shows 0,5 cm
The last result is obviously the problem.

I have bought the phone via the blackberry shop in December 2016.

@ Fastmarc
What did you do to clean the ear piece speaker? Did you dismantle the phone?

Thank you very much

[FF22]

Hello and thank you

Running BBVE showed me, that the proximity sensor is not working properly. The proximity sensor is located on the top of the phone (If I understood the picture in BBVE in the right way).
If my hand is 1,5 cm away BBVE shows 1,5 cm.
If my hand is 4,5 cm away BBVE shows 4,5 cm
if my hand is 8 cm away BBVE shows 0,5 cm
The last result is obviously the problem.

I have bought the phone via the blackberry shop in December 2016.

@ Fastmarc
What did you do to clean the ear piece speaker? Did you dismantle the phone?

Thank you very much

Interesting that it tracks the distance okay at the short distances but loses it at 8cm.

I just dealt with a warranty return to ShopBB. The only issue was you have to jump through about 3 phone transfers as they check your purchase, make sure you really have a problem and then describe the problem. They also made me run BBVE and send them a screenshot of it failing a test. (which is odd because you can report a failure even it it works!). In my case I had a series of bad pixels in one location. I sent them a picture of the screen with the bad pixels but also the BBVE screenshot.

Good luck.

[scheichberry]

@ ambassador
Thank you for your post.
Just two questions:
Did BB replace your phone?
In which way did BB give you the warranty?

Thank you

[Fastmarc]

@ Fastmarc
What did you do to clean the ear piece speaker? Did you dismantle the phone?

Nope, I just blew into it with my mouth. Seemed to do the trick. Immediately stopped doing the same behaviour you were reporting. Maybe something was blocking it.

[FF22]

@ ambassador
Thank you for your post.
Just two questions:
Did BB replace your phone?
In which way did BB give you the warranty?

Thank you

BB did replace the phone from what I can tell. I believe it was brand new.

Well, I purchased it from ShopBB so it came with a One Year Warranty but there was no special paper or certificate. I'm in the US if that matters.

[scheichberry]

I would like to know how long I will not have my phone if BB does replace it.
Did you have to send in the phone first ?
How long did it take till you got a new one?

[FF22]

I would like to know how long I will not have my phone if BB does replace it.
Did you have to send in the phone first ?
How long did it take till you got a new one?

They offered me a choice. They could ship me another before I returned mine or I could opt for sending it to them, they determine if it is a warranty repair or some damage that I did. I did not want to take a chance that they would charge me if the pixel damage was my fault. So I sent mine in. I was actually fairly shocked that the whole transaction from me shipping (fedex with box they provided) to Canada and back to me (Seattle) took a week. They did have to ship an empty box and I had to sign even for it and again when the real device returned.