Proximity sensor problem during conversation

[Jjarek23]

During the conversation, when I hold the phone to my ear, sometimes the screen wakes up and my ear starts up various functions of the phone. This is very common after updating to Android 12, previously it was less. Please solve this problem ASAP. Phone software version: 31.1010.0410.72, APP software version: 2.9.0.27_220324

[mattle]

Mattias_ASUS

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)

View post

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

[Mattias_ASUS]

mattle

https://zentalk.asus.com/en/discussion/comment/228852#Comment_228852

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

View post

Nope, it was just some troubleshooting steps.

[Jjarek23]

@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

[Jjarek23]

Mattias_ASUS

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)

View post

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.

[steve02]

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!