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Astronaut

Proximity sensor not working properly on my note 20 ultra

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The screen doesn't turn off automatically when we attend a call in my note 20 ultra.

1 SOLUTION

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Samsung Moderator
Samsung Moderator

Re: Proximity sensor not working properly on my note 20 ultra

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When you are on a call, the screen will turn off when you hold the phone to your ear, and then turn on when you move the phone away.  If there is something interfering with the proximity sensor, the screen may not respond as expected. Give this link a try: https://www.samsung.com/us/support/troubleshooting/TSG01200782/

 

Are you using a third party theme or launcher on your phone?

 

I would recommend testing your device in safe mode. If your phone is misbehaving, it's possible that a third-party app is causing the issue. To figure out what app is acting funny, you can use the Safe Mode feature. In Safe Mode, your phone won't run any third-party apps. This allows you to easily identity and remove the app that may be causing the problem. Give this link a try: https://www.samsung.com/us/support/answer/ANS00062983/

 

If you continue to experience these symptoms after the troubleshooting provided, I would recommend a factory reset of your device. If you need to wipe your phone's data for any reason, you can perform a factory reset. This feature will completely erase your personal information and data to make your phone a clean slate. 

Note: Available screens and settings may vary by wireless service provider, software version, and phone model. 

 

Important: Please save any information you need prior to the factory reset because otherwise your personal information may not be recovered. If you have encrypted the microSD card, you must decrypt it before resetting the phone. Otherwise, your phone will not be able to read the data on the card. From Settings, search for and select Decrypt SD card, and then follow the on-screen prompts.

 

Before you perform a factory reset, be sure to back up your personal data, so you don't lose it all.

 

The find step would if you have tried all the troubleshooting steps provided and are still experiencing these symptoms would be a service repair. You can take your device to your local UbreakIfix or ship your device in for service.

 

If you wish to ship your device in for service, can you please provide me with the following information in a private message: http://bit.ly/2JH2rq2

 

Full Name:
Street address:
Email Address:
Best Contact Number:
Alternate Telephone Number: (If Available)
Model Code:
Serial/IMEI Number:
 


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.





Please note, notification emails are a DO NOT REPLY address, you must log-in on the community page in order to respond.

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1 REPLY 1
Highlighted
Samsung Moderator
Samsung Moderator

Re: Proximity sensor not working properly on my note 20 ultra

JUMP TO SOLUTION

When you are on a call, the screen will turn off when you hold the phone to your ear, and then turn on when you move the phone away.  If there is something interfering with the proximity sensor, the screen may not respond as expected. Give this link a try: https://www.samsung.com/us/support/troubleshooting/TSG01200782/

 

Are you using a third party theme or launcher on your phone?

 

I would recommend testing your device in safe mode. If your phone is misbehaving, it's possible that a third-party app is causing the issue. To figure out what app is acting funny, you can use the Safe Mode feature. In Safe Mode, your phone won't run any third-party apps. This allows you to easily identity and remove the app that may be causing the problem. Give this link a try: https://www.samsung.com/us/support/answer/ANS00062983/

 

If you continue to experience these symptoms after the troubleshooting provided, I would recommend a factory reset of your device. If you need to wipe your phone's data for any reason, you can perform a factory reset. This feature will completely erase your personal information and data to make your phone a clean slate. 

Note: Available screens and settings may vary by wireless service provider, software version, and phone model. 

 

Important: Please save any information you need prior to the factory reset because otherwise your personal information may not be recovered. If you have encrypted the microSD card, you must decrypt it before resetting the phone. Otherwise, your phone will not be able to read the data on the card. From Settings, search for and select Decrypt SD card, and then follow the on-screen prompts.

 

Before you perform a factory reset, be sure to back up your personal data, so you don't lose it all.

 

The find step would if you have tried all the troubleshooting steps provided and are still experiencing these symptoms would be a service repair. You can take your device to your local UbreakIfix or ship your device in for service.

 

If you wish to ship your device in for service, can you please provide me with the following information in a private message: http://bit.ly/2JH2rq2

 

Full Name:
Street address:
Email Address:
Best Contact Number:
Alternate Telephone Number: (If Available)
Model Code:
Serial/IMEI Number:
 


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.





Please note, notification emails are a DO NOT REPLY address, you must log-in on the community page in order to respond.

View solution in original post

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