You may see one or more of the following occurring on your device:
- While in call, unable to access on screen commands.
- While in call, display is dark and unresponsive. You may also see display screen as ‘blank’.
- While in call audio works correctly but all visual cues areblacked out.
- When attempting to use touchscreen while in call the screenblacks out randomly.
- Touchscreen is not accessible while in calls.
- You can’t end phone call or use touchtones becausetouchscreen/display is dark.
While this behavior can have many causes, the following are some known solutions:
- Remove factory screen protector that shipped with your device.
- Verify that any third party screen protector does not cover the proximity sensor located on the top left of the device above the ‘HTC’ logo
- Ensure that any other accessories such as protective cases arenot covering the proximity sensor
- Ensure that no dirt, smudges or debris are covering the sensor.
- Place device face up on flat surface while in call.
- Upgrade device to latest software. See Software Update to Windows Phone 7.10 for more information and update instructions.
- The proximity sensor is located on the top left of the device.
- A proximity sensor deactivates the display and touchscreen when the device is brought near the face during a call. This is done to save battery power and to prevent inadvertent inputs from the user's face and ears.
- The scratch resistant qualities of the HTC display will prevent most minor scratches. This alleviates the need for third party screen protectors for most users.
If your device is unresponsive or you are locked out of your phone:
- Remove the bottom cover from your device and wait 10 seconds.
- Replace the bottom cover.
- Press and hold both volume up and volume down buttons and then press the power button to turn the device on.
- Scroll to Factory data reset using the Volume Down key and press the Power key to select it.
- Follow the on-screen instructions to proceed with the hard reset.