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The Moto G4 Play (model number XT1609) was released in May 2016. It has an Android 6.0.1, marshmallow operating system and 2 GB of RAM. It includes an 8 MP rear camera, a 5 MP front camera, and a 5-inch screen with a 1280 x 720 resolution.

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Moto 4Gplay screen goes black when dialing or receiving call.

My screen goes black whenever I dial a number or voicemail.

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My phone is doing the black screen during all calls. I have uninstalled all apps that I downloaded and I still have the problem. My phone does work in safe mode. I am frazzled trying to rectify this problem. I need help please.

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6 Answers

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Hi,

Try using the phone in safe mode and check if the problem still occurs.

If it works OK in safe mode, then a downloaded app is the cause of the problem. The trick is to find out which one. You need to uninstall each downloaded app, one by one, and then test the phone in normal mode, between each uninstall to check if it is working OK or not.

When it does work OK, then the last downloaded app that you uninstalled is the culprit.

You could also check if the phone’s proximity sensor is working OK or not.

With the phone in normal mode, (not speakerphone mode), make a call and place the phone down on a table. Then place your hand over and then away from the proximity sensor located on the top left side of the screen as you are looking at it, to see if the screen goes off and on that way.

If you are uncertain about the proximity sensor, there are apps available such as this which may be of some help. There are others as well that may be better I don’t know haven’t had to try any yet.

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I did what has been suggested and finally put my phone in safe mode to call. IT worked for 5 days. Today it is in safe mode and the problem has returned.

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Hi @Miller

Wondering if the proximity sensor is the problem or something else.

Perhaps you could try installing one of the apps linked above to see if it is working OK or not.

As stated I don't know if they're any good or not but maybe worth a try.

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Most Helpful Answer

I changed my screen and soon after the screen would go black during calls. I noticed, at the top of the screen, it had started to lift very slightly. I pressed the top of the screen back into place and the fault stopped. It reappeared a couple days later when it started to lift again. I have since made permanent repair now and its fine. Hope that helps some.

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I noticed the same thing - squeezing the top right corner of the screen back onto the phone turns the screen back on. But WHY does this just happen when on a phone call?

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mine comes back on also pressing top right corner strange

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fixing screen solved my problem

my moto z2 play screen was not attached properly on the right top corner when a i fixed this with feviquik problem solved thanks alot ...

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@Alan Cooper This works, why? lol

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had this problem for 2 days. I did all the things i found online to do.. even factory rest.. total frustration. I finally removed my very thin screen protector and all is well!! Not sure what happened since this has been on my phone since day 1. hope this helps

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Sometimes it's comes due to low quality screen protector /screen guard because screen senser can't work properly due to these low quality screen protectors or some time a thin scratch protector also become cause of this problem ..just tear or cut the protector one inch around from the top can solve the problem or you can remove the screen protector and then try …hope this will help ..Vedaant Manish

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That was my issue. Took off screen protector and stopped going black during calls. It took a few tries and I as able to put screen protector back on and still worked.

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Hi @ Miller,

If it works OK when in safe mode, try clearing the cache partition and check if that resolves the problem.

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I really appreciate your time and this did not seem to work. I also removed the screen protector this did not help either. I am not sure what to do next. Do I need to contact manufacturer?

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So I just tried the "squeeze upper right corner" and that seemed to work. Does this mean my phone needs work? Not sure if it will work all the time as this is the first time I have tried it.

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I tried a lot of these suggestions but nothing worked until I removed my protective tempered glass. I've not had a problem since.

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issue still occurs in safe mode

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kbc will be eternally grateful.
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