Problem cause:
1. The third-party screen protector blocks the distance or proximity sensor.
2. The system function is abnormal.
3. The proximity sensor of the phone is abnormal.
Solution:
Please follow these steps to troubleshoot:
1. Remove the third-party screen protector and try again.
2. Restart your phone and try again.
3. Proximity sensors on your phone detect and turn off the screen when it is close to your ear. Check out the quick guide we created below to find out if your realme phone's proximity sensor not working. Please perform the diagnostic test:
realme UI 3.0 & above versions: Go to Phone Manager > Click on Tool at the Bottom right side of the screen/ Tap on 3 dots on top right corner > Diagnostics > Select the Sensor test and unselect the rest test if no any other issue > Run Diagnostics.
realme UI 2.0: Go to Phone Manager > Diagnostics > Continue > Select the Sensor test and unselect the rest test if no any other issue > Run Diagnostics.
realme UI 1.0: Phone Manager > Quick Check start check > Select the Sensor test and unselect the rest test if no any other issue > Run Diagnostics.
realme UI T & S & R & Go & U Edition: Not supported
Place the palm or finger at the top of the phone and check whether the Point color changes to blue. If yes, the Proximity sensor is working fine.
If not, then back up your data and take your device and proof of purchase to an authorized realme Service Center for assistance.
4. Reset the factory settings and try again.
realme UI 3.0 & above versions: Settings > System/Additional Settings/System & update > Back up and reset > Reset Phone > Erase all data, enter the password, and click "Clear Data".
realme UI 2.0: Settings > Additional Settings > Back up and reset > Erase all data, enter the password, and click "Clear Data".
realme UI 1.0: Settings > Additional Settings > Back up and reset > Erase all data, enter password, and click "Clear Data".
realme UI R & Go & S & T & U Edition: Settings > System > Reset options > Erase all data.
If the above steps cannot solve your problem, please bring the purchase certificate to the nearest realme service center for inspection and processing.
