The Razer Phone’s screen should turn off immediately when you put the phone behind your ears as you engage in a call. This is to prevent you from accidentally activating other apps as your face comes in contact with the touch screen.  

If your display does not go dark while you are engaged in a call, this may be due to a software issue. Do the following steps:

Note: Steps may vary depending on your device’s operating system. The steps below are for Android 9 (Pie).

  1. Check if you are running the latest software for the device. Ensure that your device is always up-to-date by performing a software update.
    • Go to Settings > System.

    • Go to "System update".

    • Tap "Check for update".


    • Tap "Update Now" if an update is available. 

  1. Check if there are any obstructions to the Razer Phone’s proximity sensors. Screen protectors and screen covers may block the sensor from working normally.
  2. You may also try to reboot the device by pressing and holding the power button. 
  3. If the issue persists, consider doing a factory data reset. To do that follow the steps below: 
    • Before resetting your phone, ensure that your data is backed up on Google Drive. Go to Settings > System. 

    • Tap on "Advanced".

    • Tap on "Backup".

    • Toggle "Backup to Google Drive" option on. 

    • Once the backup process is completed, you may proceed to reset your phone. Go back to Settings > System > Advanced, and tap on "Reset options". 

    • Tap on "Erase all data (factory reset)". 

    • Tap "RESET PHONE" on the new window. Test if the issue still persists.