ACCIDENTAL TOUCH SCREEN WHILE ON PHONE CALL

[krysten]

every time I answer or place a call, the screen light to my samsung A5 does not turn off when placed on my cheek.

usually, when you place the phone to your ear the light will turn off and light back up when removed from your face.

ever since the new update... my cheek/ear is pressing the mute button, turning down "in call volume", screen shoting pages. ect.

please help me in figuring out why this is happening and how I can fix it.

Thank you!!

[Jmak]

I recommend you to follow this 3 steps below

-enter service menu and test your proximity sensor to make sure its not a hardware fault. Open dial pad and enter*#0*# you'll see the screen image attached below select sensor. when blocking top of phone, screen should flash green which means your sensor is working. If you see anything else, contact Samsung for repair as its a hardware problem.
Assuming your phone passes sensor test follow next step.

-Restart your device in safe mode. After restarting your device in safe mode, make a call and see if your problem persists or is it fixed. If your problem is fixed than screen not turning off is caused by one of the apps or something you may have installed. If you still have a problem contact Samsung for support.
How to enter safe mode: Restart your phone by hold power button and tapping restart twice. While phone is restarting hold volume down button until phone is completely boot up. Its should say Safe mode in bottom left or right corner.

[krysten]

hi thank you for the quick reply, i had a look at what you asked me to do and i did manage to find all the settings, however it looks to me everything is working apart from the light sensorone, all the other settings came up as a PASS apart from the light sensor which came as level 0, which i dont know what that means, why is this happening and what does the level 0 on the light sensor option means, please and thank you , i really do appreciate it.

[Jmak]

Did your proximity sensor pass? That the only one you need
And your light sensor has passed too, it's used in auto brightness And camera

[Jmak]

- 3rd is that you turn off smart stay from setting advanced features. Some users have experienced same problem as yours.

P.S. keep tapping back key to get out of service menu.

[krysten]

How did u get to that screen

[Jmak]

which screen?

[Jmak]

Have you tried factory reset yet?

[krysten]

that will delete everything on my phone right ?

[Jmak]

Yes I am asking did you do it yet.
Did you try safe mode