BlackBerry smartphone display dims to a black screen during a phone call in bright conditions and will not turn on again until the call is ended

Article ID: KB28451

Type: Support Content

Last Modified: 11-27-2011

 

Product(s) Affected:

  • BlackBerry Torch 9850
  • BlackBerry Torch 9810
  • BlackBerry Bold 9930
  • BlackBerry Torch 9860
  • BlackBerry Bold 9900
CollapseEnvironment
  • BlackBerry® smartphones
  • BlackBerry® Device Software 7.0
  • DT 2014746
CollapseOverview
While on a phone call in a bright environment, the BlackBerry® smartphone display may turn off and fail to turn back on again until the phone call completes.
CollapseCause
The face detection feature of the BlackBerry smartphone may not recognize that the smartphone is no longer being held to the ear.
CollapseResolution
This is a reported issue that has been escalated to our development team.
CollapseWorkaround

Should this occur, the following actions can be used to turn on the smartphone display:

1. Activate the speaker phone functionality by pressing the speakerphone key on the keyboard as this will deactivate the face detection feature. Note: the speakerphone key shares the same key as the "$" on the keyboard

2. Plug in a headset into the smartphone as this will deactivate the face detection feature.

3. End the phone call using the dedicated End key  as this will deactivate the face detection feature.

CollapseAdditional Information
This behaviour affects only BlackBerry smartphones with BlackBerry Device Software 7.0 installed. Software versions prior to 7.0 are not affected.

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