Proximity sensor problem during conversation

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  • cicagoriocicagorio Level 2
    edited August 23

    Same here, it's really terrible. Phone keeps activating in my pocket (pocket mode is on), emergency calling, draining battery. During calls I turn on airplane mode, flashlight and whatever else I can do by touching the phone with my face. It is really getting me to the point where I will just buy a new phone. (non Asus one)

  • StealthRequiemStealthRequiem Level 2
    edited August 30

    When is this problem going to be fixed ASUS?

    Funnily enough users are reporting the same problem with the Zenfone 9, so I expect it will be fixed eventually

  • Ways to fix-

    After Screen Replacement

    As I mentioned above that Most Mobile Phone Repairing Technicians will use some kind of Glue or Tape while Screen Replacement. Ask the technician to check the Sensor Connector to the Main PCB and also Check if some Glue or Tape or Paint is Blocking the Sensor. Remove any such thing to Fix the Issue.

    If you just installed a Screen Protector Glass before the Sensor Problem Occurred, make sure the Glass is for your Model and is Installed Properly. Also make sure that the Back cover of the iPhone is Not Covering the Sensor.

    No Screen Replacement and Still the Problem

    Restart the Phone

    Go To “Call Setting“. In Most Android Smartphones, you will Find the “Call Setting” Option by Pressing the Dealer. In some Brands and Models, you may find the Option in Setting.

    Select “Incoming Call Settings”

    Incoming Call Settings

    Torn ON the “Proximity Sensor” Option

    Turn ON Proximity Sensor Option

    in 99% of the Cases, this will Solve and Fix the Problem.

    But in Case if the Problem is Not Solved then Soft Reset the Phone and Check.

    If the Problem is Still Not Solved then Flash the Software.


    Regards,

    Rachel Gomez

  • In 99% of cases, you won't find this in Settings.

  • This setting is in the Phone app in Android 11. Anyone had any luck in Android 12? I can't verify at the moment. I think I checked it when I had 12 but can't remember.

    In Phone App > Settings > Call Screen > Turn on Proximity Sensor

  • i tried that but it didn't change anything. still with most of my calls the screen turns back on and i'm changing all the settings with my ear or cheek.

  • Hope this help. In my case the problem was my samsung galaxy watch. When disconected the watch the problem disappeared. A workaround is to disable phone calls on the watch under bluetooth device settings.

  • StealthRequiemStealthRequiem Level 2
    edited September 8

    Edit: deleted comment.

    Hoping that ASUS are still looking into this. Any news?

  • I have received another system update and the problem is still not resolved. Are only amateurs working at ASUS ??? I will not buy an ASUS device anymore and I will advise against such a purchase to everyone.

  • @Mattias_ASUS

    Did the R&D department give you any answers? Four months ago, I gave you the logs from the phone. I am not satisfied with the answers that they are working on it. I want answers on what stage of solving the problem is and when it will be fixed.

  • I can provide an interesting update on this problem. I've recently updated my 2nd Zenfone 8 from Android 11 all the way to .122 on Android 12. After each OTA I performed a factory reset.

    So far I'm having no problems with the screen during calls, everything is fine, unlike my previous Zenfone 8 which became almost unusable as a phone.

    So.. is it the resets, the build, or a previously pulled update that broke the screen/sensor? The latter might seem unlikely, but remember a ROG 5 update physically broke wi-fi. This doesn't explain though why my previous sensor showed as working and why some Zenfone 9 users are having this problem. I wasn't using a screen protector by the way.

    All happy at the moment until the next update breaks something.

  • laci.karalaci.kara Level 2
    edited September 19

    Actually if You do a proximity sensor test in the SMMI test, it see close proximity way further than the locked screen does.


    This is how I tried it:

    The phone is locked.

    I have covered the proximity sensor.

    Then I moved my hand off the sensor until I could unlock the phone with the fingerprint sensor.

    I kept the distance here and fired the SMMI test. The test already told me close distance.


    If i understand it well, then the phone should have been still in pocket mode.

    Either the set threshold or the readout is wrong during use outside SMMI.



    I have proven this with an app called sensors toolbox. That also differentiate close of far distance only.

    But the sensing distance in the app and on a locked screen (or call) is different.


    The app shows still close distance while I can already unlock the phone.

    As I seenthere is nothing wrong with the sensor itself but the readout is wrong here.

  • Clean Dirt and Dust Near the Sensor.

    Check to See if a Screen Guard Is Blocking It.

    Update Your Phone.

    Use an App to Re-Calibrate Your Device's Proximity Sensor.


    Regards,

    Will

  • Hello!

    Today I got a reply from the team that asks for some details.

    "1. First step – Check the P-Sensor function is properly

       >> Start the calculator, enter .12345+= to start the SMMI tool, select Single Test > Proximity Test, and check whether the Sensor is normal

    2. If the sensor detection is normal, provide a reproduction method (mainly video, because we want to know the angle of the other machine when answering),

       >> Provide video + log, the video should be taken to the position of the opening of the Proximity sensor and the position relative to the ear (or hair or cheek, depending on the behavior of the user when it can be recreated)

    3. If there is a problem with the sensor detection, it may need to be sent for repair "

    -------

    As for how to create a log I will write it down here:

    Please follow the below steps to enable the built-in log tool (Bug reporter).

    1.  Open “Calculator APP”

    2.  Enter “.19595+=”

    3.  Select the Log type according to the type of issue you want to capture. “General cases” will work for most issues.

    4.  After your selection the log tool will exit so you can duplicate the issue or wait for it to happen. Try to use the screen recorder to show your issue when possible. If you can't screen record your issue, then please take a screenshot right after the issue has occurred (as a timestamp) so we know where to look in the log.

    5.  Navigate back to the log tool via calculator and Tap "FINISH AND SHARE".

    6. It takes several minutes for the log to generate. You can exit and do other stuff in the meantime. A silent notification will tell you once the process is done. Tap the notification and then the share button to upload the file to Google Drive and share the link with a moderator. Just make sure to change the permission first so that everyone with the link has permission to view it.

    Note: When you're no longer planning on logging your device, enter “.09595+=” in the calculator and the log tool will stop as well as deleting all stored log files. Make sure to share via calculator. The files found in internal storage -> asus_log are not the correct files (they are only 1.2kb)

  • Didn't you mention a couple of months ago, that the next system update would provide a solution for the proximity sensor problem?

  • Jjarek23Jjarek23 Level 2
    edited September 24

    @Mattias_ASUS


    1. At the beginning of July 2022, I sent you the logs from my phone (you are asking for them again, so I will send you a link to them in a private message with a description in txt files, what I was doing when there was a bug)

    2. After receiving the logs, you wrote on the forum that: "From the logs we got the devices triggered an auto-calibration to avoid stains, which might have caused an issue."

    3. You know I don't have any extra cover on the screen and it's clean. Other users wrote the same.

    4. So it seems you have identified a problem - the phone starts auto-calibration for no reason.

    5. You cannot expect video recordings from us. How do you imagine it? Should I hold the phone with one hand and talk, and record myself with the other phone with the other hand? It would be possible if the bug was present all the time. Unfortunately the bug is there from time to time. I can't always have two phones and be ready to record.

    6. All I can do is give you more logs from the phone. The logs should contain the position in which I am holding the phone, whether the sensor works and whether the screen lights up

    7. I hold the phone to my ear normally. When the bug occurs, the way you hold the phone to your ear doesn't matter. If there is no error, I can move the phone and it does not appear. When a bug occurs, even pressing the phone completely to the ears and head does not eliminate it

    8. I tested the sensor with the code you provided (.12345 + = to start the SMMI tool, select Single Test> Proximity Test) and it works in the range of about 2-4cm

  • Jjarek23Jjarek23 Level 2
    edited September 24

    1. At the beginning of July 2022, I sent you the logs from my phone (you are asking for them again, so I will send you a link to them in a private message with a description in txt files, what I was doing when there was a bug)

    2. After receiving the logs, you wrote on the forum that: "From the logs we got the devices triggered an auto-calibration to avoid stains, which might have caused an issue."

    3. You know I don't have any extra cover on the screen and it's clean. Other users wrote the same.

    4. So it seems you have identified a problem - the phone starts auto-calibration for no reason. I'm not a developer, but I think autocalibration should be turned off and maybe this will fix the problem.

    5. You cannot expect video recordings from us. How do you imagine it? Should I hold the phone with one hand and talk, and record myself with the other phone with the other hand? It would be possible if the bug was present all the time. Unfortunately the bug is there from time to time. I can't always have two phones and be ready to record.

    6. All I can do is give you more logs from the phone. The logs should contain the position in which I am holding the phone, whether the sensor works and whether the screen lights up

    7. I hold the phone to my ear normally. When the bug occurs, the way you hold the phone to your ear doesn't matter. If there is no error, I can move the phone and it does not appear. When a bug occurs, even pressing the phone completely to the ears and head does not eliminate it. If you want, I can record a video while holding the phone, but the error will probably not occur during this recording.

    8. I tested the sensor with the code you provided (.12345 + = to start the SMMI tool, select Single Test> Proximity Test) and it works in the range of about 2-4cm.

    9. I also noticed that the problem may be related to the recording of calls - I have recording turned on. When in the "sound recorder" options I unchecked the "leave the screen on while recording" option, the bug started to appear less frequently.

  • honestly it's a joke! again only today i turned on the qr-reader (which means the camera!) twice(!) during calls! it happens a lot when i get a notification during my call (e.g. whats app message). i noticed it only because my phone heated up during the call.

    second issue (i know its off topic): because this effing phone doesn't officially support VoLTE on my home network (H3G Austria "3") i can't use regular phone calls in the USA! (although it's in the positive list of at&t and t-mobile).

    this phone is produced for the garbage can!

  • The bug occured again today so it's still there but less noticeable than the 1st.

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