Black screen when attempting to use phone

What phone do you have?

What plan are you on?

Does your plan include data, or just talk & text?


Issue Description

hello , I have a Moto x4,3 gig plan,with data,phone and talk. Three days ago I attempted to use my phone, when I pressed the call button, the screen when black, the party could not hear me and I could barely hear them. The screen stayed black and I could not do anything. After pushing the on/off button a few times the screen came back on. Everything worked except the phone. I had someone call me and when I answered the phone screen went black again (same problem). Thanks in advance for your help!

Hello @lindaa.mrwjcl,

Welcome to Republic’s Member Community :slight_smile:

Please try this solution from @marcies.m3uvax:

Or maybe this:

Please let us know if it works :smiley:

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did not fix issue

I’m assuming you have tried restarting the phone? :thinking:

yes, but Thank You !

Ok, thanks…
How about we try testing the proximity sensor of your phone.
You can do that with an app you have called Device Help:

In the hardware test section there will be a test for the Proximity sensor.
(Before you run it, if you have a case on the phone please remove it.)
Does it pass the test after running it?

1 Like

Yes it worked ! Thank You, Thank You, Thank You !!!

2 Likes

Glad to hear it! It sounds like it was your phone case interfering with the proximity sensor.
You’re able to use the phone app now without a problem?

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