What to do if Galaxy A8 (2019) screen turns off during calls

Today’s troubleshooting episode will try to address one particular issue for the Galaxy A8 (2018). Basically, a user has reported that the screen turns off during calls. While this may appear normal and not a problem at all, this is actually an issue for one Galaxy A8 user. Find out more about this experience below.

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Problem: Galaxy A8 (2018) screen turns off during calls

Hi. My Samsung Galaxy A8 (2018) keep switching off the screen every time I try to make or answer a call. As soon as I hit the green button or slide contact to the right, the screen turns off. I must press the power switch In order to return the screen back on and see the call details.  Do you know how to fix this bug? Many thanks and Best regards.

Solution: There might be a bug that causes this problem. To troubleshoot it follow our suggestions below.

Verify proximity sensor is working

Phones are designed to automatically shut off the screen during calls. On your Galaxy A8, this is made possible by a proximity sensor near the top speaker. It’s possible that there may be an issue with the sensor or its firmware. Try to see if the sensor itself works properly. Here’s how:

  1. Open the dialer app or Phone app.
  2. Dial *#0*#
  3. Once the Service Menu pull ups, tap Sensor.
  4. Hover your hand on the top part of the screen. Some carriers disable access to the Service Menu. If nothing happens when you dial *#0*#, that means you can’t access the said menu.
  5. If the screen turns green and the phone vibrates, that means the proximity sensor is working normally.

Clear cache partition

Sometimes, a phone’s system cache may get corrupted for some reason. This also happens sometimes after an update. When a phone’s system cache gets corrupted, some bugs may develop. To check if you have a system cache issue, you need to refresh the cache partition.

  1. Turn off the phone.
  2. Press and hold the Volume Up key, Home key, and Power key at the same time.
  3. When the phone powers on, the Android System Recovery screen appears approx. 30 seconds later.
  4. Release all of the keys.
  5. Press the Volume down key to highlight “wipe cache partition.”
  6. Press the Power key to select.
  7. Press the Volume down key to highlight “yes” and press the Power key to select.
  8. When the wipe cache partition is complete, “Reboot system now” is highlighted.
  9. Press the Power key to restart the device.

Install updates

While some bugs may be brought about by updates, many are fixed by updates too. In general, it’s always better to install updates than miss them as the latter can put your system security at risk. Reported bugs are also only fixed by updates.

Be sure to also install updates for all apps to minimize the chance of incompatibility issues.

Observe on Safe Mode

When on safe mode, your phone will not allow third party apps to run. If the screen works normally during calls and only turns off when you place your device near your face, that means the problem is due to a third party app.

To boot your A8 Plus to safe mode:

  1. Turn the device off.
  2. Press and hold the Power key past the model name screen.
  3. When “SAMSUNG” appears on the screen, release the Power key.
  4. Immediately after releasing the Power key, press and hold the Volume down key.
  5. Continue to hold the Volume down key until the device finishes restarting.
  6. Safe mode will display in the bottom left corner of the screen.
  7. Release the Volume down key when you see Safe Mode.

To identify which of your apps is causing the trouble, you should boot the phone back to safe mode and follow these steps:

  1. Boot to safe mode.
  2. Check for the problem.
  3. Once you’ve confirmed that a third party app is to blame, you can start uninstalling apps individually. We suggest that you begin with the most recent ones you added.
  4. After you uninstall an app, restart the phone to normal mode and check for the problem.
  5. If your A8 is still problematic, repeat steps 1-4.

Reset app preferences

Resetting app preferences is oftentimes overlooked in many Android troubleshooting articles but when it comes to an issue like yours, it might help a lot. It’s possible that one or some of your default apps may not be set correctly, causing this glitch to occur. Because there’s no way to know if this guess is true, what you need to do is to simply ensure that all default apps are turned on. Here’s how to do that:

  1. Open Settings app.
  2. Tap Apps.
  3. Tap on More settings at the upper right (three-dot icon).
  4. Select Reset app preferences.
  5. Restart your A8 and check for the problem.

Reset all settings

This procedure is separate from the previous one as it covers all settings of your Android device and not just the apps. To do this, follow the steps below:

  1. From the Home screen, swipe up on an empty spot to open the Apps tray.
  2. Tap General Management > Reset settings.
  3. Tap Reset settings.
  4. If you have set up a PIN, enter it.
  5. Tap Reset settings. Once complete a confirmation window will appear.

Reset network settings

Because the problem occurs during calls, it can be considered a possible network issue. For troubleshooting purposes, you want to clear the current network setup and force the phone reconfigure its network settings.

  1. From the Home screen, swipe up on an empty spot to open the Apps tray.
    Tap Settings > General Management > Reset > Reset network settings.
    Tap RESET SETTINGS.
    If you have set up a PIN, enter it.
    Tap RESET SETTINGS. Once complete, a confirmation window will appear.

Wipe the phone with Master Reset

The most that you can do in this case is to wipe the phone and return all its software settings to their defaults. This is called factory reset. Be sure to back your personal data up before doing it.

  1. Turn off the phone.
  2. Press and hold the Volume Up key and the Home key, then press and hold the Power key.
  3. When the device logo screen displays, release only the Power key
  4. When the Android logo displays, release all keys (‘Installing system update’ will show for about 30 – 60 seconds before showing the Android system recovery menu options).
  5. Press the Volume down key several times key to highlight ‘wipe data / factory reset.’
  6. Press Power button to select.
  7. Press the Volume down key until ‘Yes — delete all user data’ is highlighted.
  8. Press Power button to select and start the master reset.
  9. When the master reset is complete, ‘Reboot system now’ is highlighted.
  10. Press the Power key to restart the device.

 


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