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You can refer to the article: How to create a backup of your Xperia device. If you need to hand in your device for service, back up all your data you want to keep.

Contact the original vendor or contact us.

Back up any important data saved on your device, then perform a factory data reset.

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Then perform a system software update, if one is available. Make sure your device is fully charged.Test the proximity sensor in your phone.

Remove any case or cover you use with your phone.

If you can't verify that the protection film is correctly fitted, remove it. To verify the exact location of the proximity sensor for your Xperia model, refer to the User guide.В You can view an illustration of the device and the main hardware parts in the Getting started chapter under Overview. The sensor is placed at the top of the device above the screen.

Check that any protective film that your device uses, has the holes for the proximity sensor and the front camera in the correct positions.

This film typically has a protruding tab.

Make sure to remove the transparent film that covers the touchscreen when you first buy it.

Try these methods one after the other.В Verify after each method whether the problem was solvedВ before trying the next one. What to do when the screen doesn't turn off during a call when you hold the phone close to your face

There may be other causes for the sensor not working as intended.

If you use a case or cover which is not well suited to the phone, it may impact the functionality of the proximity sensor.

Many problems with the proximity sensor may be solved by cleaning it.

Make sure the proximity sensor is clean.

It'sВ important that such a protective film has the holes for the proximity sensor and the front camera in the correct positions.

If your device has a screen protection film, make sure it's specifically intended for your Xperia model.

Often you can recognise it by its protruding tab. This film is only designed to protect the screen during shipping and is easy to peel off.

You may have forgotten to remove the temporary transparent protection film that covers the touchscreen when you first buy it.

The proximity sensor may not work as intended in the following cases: When does the proximity sensor not work as intended? It can take up to a few seconds for the display to turn on or off. The time needed for the sensor to turn on or off the display before or after a call is fixed. This prevents you from unintentionally activating other functions on your device when you are engaged in a call.В The proximity sensor is located on the upper front part of the phone (above the display). The proximity sensor turns off the touch screen during voice calls when your ear is close to the screen. Your device has a sensor that detects proximity. Things to keep in mind about the proximity sensor

What to do when the screen doesn't turn off during a call when you hold the phone close to your face.

Things to keep in mind about the proximity sensor.

Check Applicable Products and Categories for details. IMPORTANT: This article applies only to specific products and/or operating systems.

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