[novim]

I had the problem for a long time, but 2 days ago it suddenly disappeared. The proximity sensor seems to be completely diabled now. When I make a call the screen won't go black, but when I place my hand over the sensor the screen is still on.

I can turn the screen on and off by pressing the power key though. I think I can live with that. I really do not know how this happened? Does anyone have a clue?

P.S. The dust problem remains. I still can see a substantial amount of dust particles accumulated in my front camera.

[ScytheNoire]

Pretty fed up with this problem. Blowing used to fix it, but now that isn't even working.

This is such a major design flaw. Nokia should be lambasted for it, as my phone is useless as a phone.

They should be replacing phones at THEIR expense.

[vidof16]

Blowing off the dust Worked for me!

[AbuS3oodQatari]

check the solution on Page 8.

[kingfishotto]

I have been dealing with this problem on my 920 for over a week. I disconnect the blue tooth on my phone when I am not using it. Not sure why I do this, probably just my obsessive compulsiveness. I found that if I leave it on, regardless if the blue tooth earpiece is on that the problem is gone. Easy enough if it works. Hope this helps.

[ScytheNoire]

If you are talking about pressing the corner, or anywhere at the top, doesn't fix my problem.

Nokia should really be replacing these.

[Wolfrikk]

I got off of a chat session with Nokia because I have has this problem.  I found out that the speaker area has nothing to do with the proximity detection, nor does the front camera.  If you look VERY closely to the top of the screen to the right of the front camera, you can bearly see the sensor.  I had a screen protector made of the 920 and it overlapped the sensor by less then a millimeter, and as soon as I took the screen protector off, the problem has gone away.   The sensor is very hard to see, and in fact I had to move the phone around to get the light just right to be able to see it.  if you have a screen protector or that area gets too smugged, that could be the problem.  I reapplied my screen protector and made sure it did not come close to overlapping the sensor and it works fine now.

[Yuushatoushi]

First, let me say that the Lumia 920 is the first Nokia phone I have purchased since the late 90’s, and most likely the last I will purchase.

I pre-ordered the yellow Lumia 920, and switched to AT&T to do so.  I should have known I had made a mistake when my yellow Lumia 920 didn’t ship when scheduled to and no one could tell me when I would receive it.  When I finally received the phone, I had major battery issues, like most, which were eventually fixed.  I also noticed dust under the front facing camera, but since I don’t use that camera it was just more of an annoyance.  Then a few weeks ago the proximity sensor started malfunctioning.

I kept reading message board and tried different fixes.  I never had a screen protector covering any of the sensor, or dirt.  Using compressed air to blow out the inside worked for a little while, probably by pressurizing the inside and thus re-establishing the connection between the phone and proximity sensor.  Using pressure as indicated on the forum worked, but not that well and was a pain.  I saw the post by AbuS3oodQatari, and after looking up my phone's warranty on Nokia’s website, and finding out the phone was no longer in warranty, I followed AbuS3oodQatari's instructions and got the proximity sensor to work.  I did have to add foam in a different spot though.  

All was well and good until I decided to put a case on the phone, I almost immediately decided I didn’t like the case and took it off.  After I did that, the wireless charging didn’t work.  The phone said it was charging, but the battery level went down instead of up.  I opened up the phone and found one of the four prongs that connected with the back of the cover where the wireless charging pad was had broken off.  I actually had to solder a small piece of wire onto what was left of the prong to get the wireless charging to work again.

This is all just unacceptable.  A poor design and cheap materials.  Not the way to go about increasing market share or selling units.

I contacted AT&T and they told me that there was a 1 year manufacturer’s warranty on the phone even though Nokia said the phone was out of warranty.  The AT&T rep in the store then said that since I had opened the phone, the warranty was no good.  He suggested I contact Nokia Care and gave me their number.

I explained everything to Nokia.  The individual at the call center just kept telling me to send the phone in for them to look at.  She said she couldn’t tell me if Nokia knew of a problem with the sensor.  In all, I didn’t send in the phone since it currently works, but based on everything I’m not sure how long that will be true.

Nokia’s lack or response and their not wanting to own up to their mistakes is a huge issue.  Not only will I not purchase any Nokia products in the future.  Most of my friends and co-workers are due for new phones now or shortly and are looking at upgrading.  After hearing my story they have vowed not to buy Nokia either and are telling their friends to stay away. 

[pbowles3]

Ok... a huge disappointing followup to post 115 and 157.  Same issue as most folks here.  Dust under FFC, and proximity sensor issue screwing up.  Sent phone back to Nokia.  Purposefully did not blow the dust out/off the FFC so that they could see the dust, and experience the frustration.  Their response... and I quote... "Thanks for sending us your Nokia device for service. Unfortunately, we weren’t able to duplicate your problem, so we are returning your device."  It said they ran about 4 different tests, and found no issues, but I doubt the phone ever even got really looked at (unless they lied and are attempting to cover up what might end up as a class-action lawsuit).  So, I'm out $100, and will probably end up having to pay through the nose for a new phone, unless I go back to my Win7 phone.  I did see a video link on how to open up the phone.  I'm NOT recommending this, as it looked terribly detailed, and will definitely void your warranty.  But, in my situation, I don't have much choice, as they claim they can't duplicate the issue, much less, fix it.  I gave a scathing response to a followup survey.  If anything is made right, I will post back.  But, based on my current situation, unless something dramatically good happens, this is probably my last Nokia phone.  Was hoping like heck for Nokia to help be a driving force for Windows Phone 8.   But the Lumia 920, their flagship Windows phone, has a serious defect.

[Rienkie]

This week i send my lumia 920 for the second time to the repair center and they send me a new phone (just takes 5 days). The first time they did not fix the phone correct, so that is why i send it for the second time.

I really hope i dont get dust in my front facing camera again and black screens during calls because a bad promimity sensor.

Grtz!

[hudster1969]

I've had this problem for a month now and have tried all the cleaning/blowing solutions out there but just got gradually wosre.

The only thing that brings the screen back to life is the solution previously mentioned on Page 8, which is to press the top left hand side of the screen between the edge and the earpiece.

This is my first Nokia as a personnal phone for a long time, picked this over the HTC 8X, and if this is due to something as simple as poor build quailty then this is going back to the shop. It's a phone for gods sake and being able to make calls is one of the core features and shouldn't be painful.

Sort it out Nokia

[novim]

For people who keep recommending removing the screen protector: Just in this thread, there are more than 60 Lumia 920 users, who experience the dust and proximity sensor problem, and at least some of the are intelligent enough, not to block the sensor and complain about it malfunctioning. So stop telling us that we need to remove or cut the screen protector.

Secondly it is really a shame that Nokia still has not answered this thread. At least they could acknowledge the existence of the problem, and tell us that they are working on it. A simple solution would be to add an option to disable the proximity sensor, so we could access the menu during calls. Or they could simply say that they are willing to replace any phone with this problem.

In short, I do not blame Nokia for this problem but for its idleness.

By the way does anyone now a way to reach Nokia about device problems besides the local support?

[traveler26]

Happened to me with a new 920 after 7 days, took it back and was given a new one, 5 days later the screen goes dark again, will be going back again tomorrow.  So far not real happy with the 920.

[traveler26]

I agree, Microsoft should be concerned too, this type of problem is not going to help with sell the Windows phone, I am returning my tomorrow and trying the HTC brand

[msp1007]

Same problem here in Washington State with my Lumia 920 proximity sensor locking up the phone. Once locked it is becomes a very dumb phone until the party on the other end of the line hangs up. This problem first occured after 10 days of useage.  No screen protector, and no case. Blowing clean canned air along the upper seam clears up the problem, but only until more micro dust particals creep back into where they should not be allowed to enter. After owning the phone for 30 days now, I have had the locked screen issue three times. So far, each time I've been able to restore operation with the carefully directed canned air pressure. 

 The other day this problem occured while I was leaving a message on a State Government message service. And you guessed it, the message service would not hang up on me after I'd finnished my message. Instead it just kept asking "are you still there" or "hang up if you are satisfied with your message".  This went on for nearly 10 minutes, during which time my phone was totally useless. Finally the State gave up and disconnected the line, after which my phone suddenly returned to normal.  Can you imagine if this had been some kind of emergency?   Later that evening I blew out the upper seam on the phone and was able to make calls as normal.  

Nokia needs to address this issue before it becomes a class action suit, or at a minimum, a public relations nightmare. Has anyone received information from Nokia concerning a long term solution for this problem? 

[lmoritz]

I've been having troubles with this too, and have noted some of the things others have tried. Screen protector is not an issue for me, and dust doesn't appear to be the problem either. 

But, I have noticed that the problem has always occured when I have bluetooth off. With bluetooth on (whether or not I am connected to a bluetooth device) everything has been fine. 

Can anyone else replicate or verify this?

[LittleB69]

I have the same problem, a over sensitive sensor. Tried all the solutions listed above.. and sometimes the blowing works.. But I do love this phone to much to make me think about switching. But I do hope that Nokia are aware of the problem and provide a fix.

[KarstenDK]

Continuing on my last thread #156. Two weeks ago I went to my provider and was told that this was the first time they had this problem, but that it might be fixed with a software update, which should arrive the week after and that I could come down in the shop and get the update directly. Fair enough, I waited a week, went down to the shop again. Unfortunately no software update available, so I turned the phone in (it had now also started turning off at night and there was even more dust behind the FFC). Was told to expect two weeks delivery time. This was Tuesday. Friday - three days later - I get an SMS that the phone is fixed. And it was. According to the repair note, they had done the following:

1. Corrected a mechanical error using the following two pieces of material: 9409206 Connector holding tape and 9408854 Fixing tape for battery
2. Updated the software: OS 8.0.10211.204, firmware 1232.5951.1249.1002, radio software 1.0.202075.3

It works beautifully now, no problem with the proximity sensor, there is no dust behind the FFC. Shop assistent - new one this time - told me that this seems to be the biggest problem with the 920. 

Conclusion: They know the problem (repair shop is one day with mail away from shop where I turned it in) and how to fix it. By the way, living in Denmark, provider is 3.

[LittleB69]

Cool, those version numbers are newer than the ones I have on my Nokia 920. The sensor problem is the only bug I have on my Nokia 920 lets hope those new version are released soon, and that will do it. As stated before this one great phone and I am a very happy with everything else than this one bug.

OS:8 0 9903 10

FW: 1232 2109 1242 1001

RS: 1 0 202041 3

[WaleedRizk]

I think we are getting a case of "this worked for me so it must work for everyone else"...

There are people who have obviously covered up their sensors with screen protectors, and so removing it worked for them, and they are jumping to the conclusion that everyone else must also be covering up their sensors with similar screen protectors. WE ARE NOT! Sorry, but it's a bit patronising to still get replies to this forum after many months suggesting we just remove our screen protectors (even though the majority don't have one installed)!

The only consistent thing about this problem is that it is not consistently resolved.

Some people have problems just because the sensor is obscured from the outside (by smudges or screen protectors), so they can resolve it by cleaning/removing the obstruction.

Some however, have the error apparently due to the dust inside obscuring the sensor. The fact that compressed air gives temporary relief suggests that it could be dust, but it may just be the cold air or the pressure just recalibrates the sensor for a period of time?

Some have experienced the error seemingly connected to the screen brightness or bluetooth settings, but this hasn't been my experience.

And others have opened the phone (not recommended due to waranty invalidating) and cleaned the dust from the inside, or installed some kind of sponge to create pressure noticing that the proximity sensor works again when pressure is applied on the top left of the screen.

My first post was removed because moderators said I was talking about opening up the phone, but I have seen other posts mentioning the exact same thing so even the moderation seems inconsistent, not just the prxoimity error!

Anyway, the pressure sweet spot on the screen is not always in the same place for me - and what exactly is this pressure doing? It seems far fetched that it is connecting/breaking a contact, more that it is changing the field / sensitivity of the sensor but I don't even know what type of sensor it is in the Lumia 920 so I cannot begin to speculate.

The fact that there are 200 posts on this suggests there are tens of thousands of users with similar problems - usually a small percentage actually post on these forums, and the majority are silent searchers who just want to find if there is a solution.

Since this thread has grown so quickly, it shows the frustration level and widespread nature of this issue - people have found no solution so decided to finally post to add their experiences.

One thing is certain, NO ONE likes the way Nokia has handled this. More to the point, it has not even recognised the issue.

I am reluctant to send my phone back to the care centres, because many people have been without their phones for weeks only to get them back WITH THE SAME ISSUE. That's the biggest problem for me.

One user seems to have had success when they upgraded firmware and software - can this OS upgrade be done over the air? Can the firmware be done by flashing the phone? Or do I have to send my phone back and hope to God that they decide to upgrade the software (no guarantee by the sounds of it!). I am a busy user and I certainly do not want to send in my £400 phone so soon after I got it, even when there is even the slightest chance that the repair centre will not do anything to fix this issue, and take several weeks over it! It seems just random luck!

In an ideal world, they'd lend you a demo Lumia or something while yours gets fixed. Major expense for Nokia, but in reality it seems they rushed this out without proper testing and really have to pay the consequences. And Microsoft rushed out WP8 too. Why are we having to deal with rushed stuff here?

Ok, everyone makes mistakes but you retain customers by how you deal with the issue. You lose them fast by ignoring them. There isn't even an apology here, let alone Nokia incurring any expense fixing this problem.

I am SO CLOSE to walking outside and picking up an HTC 8X - which is from the manufacturer I came from. Or maybe a Samsung phone. These are both manufacturers whom I have had NO problems with several of their phones except very minor faults, and certainly nothing to do with build quality, hardware faults, or any failure to recognise issues and deal with any software patches quickly...

Nokia, most owners have come to you from other manufacturers. Many used to own Nokia phones in the 90s and are returning to you because of your reputation back then. Is this silence and enforced guesswork, genuinely, really how you are going to repay them?

This has to end now or I (and tens of thousands of others) will be leaving you for good.

And yes, I had to make an EMERGENCY call for the fire service the other week (van was on fire and blowing up in front of houses and other cars - actually quite serious). And I could not hang up the current call to dial 999 for a matter of at least a minute after frantic pressing on the screen and the wake up button... Thanks Nokia. Luckily no-one was injured but it did call a lot of financial damage to the van and surrounding vehicles because the fire service didn't come till later - does Nokia have any idea how quickly a fire can spread in a minute? Maybe they can appreciate this issue is quite serious!