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Released in March 2017, the Moto G5 Plus (model numbers XT1687, XT1680, XT1684, XT1685) includes a 12.0 megapixel rear camera, a 5.2 inch screen with a 1920 x 1080 resolution, and the Android 7.0 (Nougat) operating system.

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Why does screen stay black when calls come in?

I am the original and sole owner of a Motorola G5 plus 64gb running Android 8 1. After my first year of ownership (approximately) I started to notice that my screen would stay black when I was receiving an incoming call. Nothing I tried could wake the screen: I tried pressing the power button on side and also touching the thumb pad /finger print sensor but nothing worked. But after I missed the call the screen would wake to tell me so (ie that I missed a call…thanks a lot). Here's the even more bizarre thing…it only happens about 50% of the time (approx.). It's really frustrating because I have to wait till I miss the call to find out who was calling me so I could then call them back.


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it has to do with the proximity sensor, usually when you have flip to mute enabled in the my moto menu/app it shuts off the display in order to save power and mutes the incoming call.

this can occur if the adhesive around the proximity sensor loosen and form a gap between it and the glass or ge debris or residue get on the inside or outside of the glass.

the solution i have found, although a bit barbaric is to apply pressure AROUND the proximity sensor and whilst doing so taking the call.

if this doesn’t help wiring a headset and taking the call with the remote is an option

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Strange that it only occurs 50% of the time.

Try the following to see if it resolves the problem or at least narrows down the cause of the problem further.

Being intermittent you may have to leave it for a while after doing each of these procedures until you know one way or the other whether it still happens.

Wipe the cache partition and then check if the problem still occurs.

If still occurring, start the phone in safe mode and check if the problem still occurs.

if it doesn’t happen when in safe mode, then a downloaded app is the cause of the problem. You will have to uninstall each downloaded app, one at a time and check the phone in normal mode between each uninstall, to see if the problem is still there or not. When the problem no longer exists then the last downloaded app that was uninstalled is the culprit. A downloaded app is one that you downloaded and installed and wasn’t pre-installed on the phone when you first got it.

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Jayeff, my thanks for the suggestions. I’ll give this a try over the weekend (I’m in the middle of a very busy week) and will report back over the next week to give you appropriate and, more importantly, accurate feedback. Thanks again. Mark


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