How To Fix Samsung Galaxy J3 Screen Won’t Remain On During Calls

Welcome to another installment of our troubleshooting series where we help our readers who own the #Samsung #Galaxy #J3 fix the issues that they are experiencing with their phone. This is a basic smartphone model that’s best suited for the budget conscious consumer. While it does not have all the features found on flagship devices it has a set of solid features that make it a great phone in its class. Although this is a solid performing device there are instances when certain issues can occur which we will be addressing today. In this latest installment of our troubleshooting series we will tackle the Galaxy J3 screen won’t remain on during calls issue.

If you own a Samsung Galaxy J3 or any other Android device for that matter then feel free to contact us using this form. We will be more than happy to assist you with any concern that you may have with your device. This is a free service we are offering with no strings attached. We however ask that when you do contact us try to be as detailed as possible so that an accurate assessment can be made and the correct solution can be given.  

How To Fix Samsung Galaxy J3 Screen Won’t Remain On During Calls

Problem: My screen goes black when on phone calls. Doesn’t matter if speaker is on or off. My time out is set to 10 min. so it should not be going black. I have to keep tapping the screen every couple of seconds or keep hitting the Home button to turn the screen back on. This is very annoying, especially when you need to tap number keys for the options for your call. The phone is a Samsung Galaxy J3 . It is less than a year old and very well taken care of. It has never been dropped or gotten wet. In fact my screen is scratch free, which should tell you that the phone is well taken care of. I cannot find any settings that relate to this issue. I do not have a white screen setting or face recognition or any sensor. I realize that this phone is not a $500 phone, but I would expect this black screen annoyance to have a fix. I like the phone and I do not live on my phone, but some phone calls to certain businesses can be rather lengthy. I know that I am not the only person to have this problem. Can you help me? I do apologize if you have answered this question before, but I have not found a solution for my phone. My husband has the exact phone that I do with the same problem.

Solution: Before performing any troubleshooting steps on this device it’s best to make sure that it is running on the latest software version. If an update is available then I suggest that you download and install it first.


Listed below are the recommended troubleshooting steps you need to perform for this particular problem.

Disable the proximity sensor

The proximity sensor can detect when a person is holding the phone near their face during a call and turns off the display to prevent keypad presses and battery consumption from the display.

  • Tap the Phone icon
  • Tap the Menu icon
  • Go to Call settings
  • Find the setting to turn off screen during calls and disable it.

Check if the issue still occurs.

Perform a soft reset

Most issues such as this can usually be fixed by doing a soft reset. This is usually the first thing you will have to do when the phone is unresponsive however this will also work in this case as it will refresh the phone software. This is done by pressing and holding the power and volume down buttons for at least 10 seconds. Your phone should restart after this and once the device has fully booted up try to check if the issue still occurs.

Check if the problem occurs in Safe Mode

There are instances when an app you downloaded can cause this particular problem. To check if this is the case you will have to start the phone in Safe Mode as only the pre-installed apps are allowed to run in this mode.

  • Turn the device off.
  • Press and hold the Power key past the screen with the device name.
  • When ‘SAMSUNG’ appears on the screen, release the Power key.
  • Immediately after releasing the Power key, press and hold the Volume down key.
  • Continue to hold the Volume down key until the device finishes restarting.
  • Safe mode will display in the bottom left corner of the screen.
  • Release the Volume down key when you see ‘Safe Mode’.

If the problem does not occur in this mode then it could be caused by an app you downloaded. Find out what app this is and uninstall it.

Wipe the cache partition of the phone

There are cases when the temporary data of the phone software can get corrupted which can result to issues occurring on the device. The best thing to do in this scenario is to wipe the cache partition of the phone from the recovery mode.

  • Turn off the phone.
  • Press and hold the Volume Up and Home keys.
  • Press and hold the Power key until the device vibrates, then release it. Keep pressing the Volume Up and Home keys the entire time.
  • When you see the Android Recovery screen, release the Volume Up and Home keys.
  • Use the Volume keys to scroll down to Wipe cache partition, then use the Power key to select it.
  • Use the Volume keys to scroll down to Yes, then use the Power key to select it.
  • Use the Volume keys to scroll down to Reboot system now, then use the Power key to select it.

Check if the issue still occurs.

Perform a factory reset

One last troubleshooting step to consider is a factory reset. This will revert the phone back to its original factory condition and will usually fix the problem in case is is caused by a software glitch.

  • Turn off the phone.
  • Press and hold the Volume Up key and the Home key, then press and hold the Power key.
  • When the device logo screen displays, release only the Power key
  • 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).
  • Press the Volume down key several times key to highlight ‘wipe data / factory reset.’
  • Press Power button to select.
  • Press the Volume down key until ‘Yes — delete all user data’ is highlighted.
  • Press Power button to select and start the master reset.
  • When the master reset is complete, ‘Reboot system now’ is highlighted.
  • Press the Power key to restart the device.

Immediately check if the issue still occurs after the reset. In case the issue still persists after the factory reset then you should bring the phone to a service center and have it checked.