Screen goes black and nothing works

[BeginnerTech]

So often my the screen on my phone goes black however quite clearly is still working as it beeps when messages come in etc.  I have tried everything to get the screen to come back but just have to plug in the phone and wait and then eventually it comes back.  It is not a battery problem 

[Uliwooly]

Does the phone has a protective case, film and/or glass?

[Jonas]

Hi @BeginnerTech, I'm sorry to hear about your phone.

For how long has this been happening? Do you remember if started to happen after you updated your phone or installed an application?

When the screen goes dark, are you using a specific application or service in this phone or does it happen randomly? If it happens randomly, how often would you say that the screen goes dark? Is it a few times per day or a few times per week?

You mention that you have to plug in your phone, do you mean that you have to plug it in to a charger and after a while the screen is turned on again?

I'd recommend that you reboot your phone in safe mode to see if a third party application is the cause for the screen going dark and that you aren't able to turn it on again.

Let me know how it went!

[SureshAthani]

Same here...

Model No. : XPEIA M5 - DUAL (E5663)

After updating of my phone from android version 5.1 to 6.0 problem has started i.e. screen goes black or in frozen state. 

This happens randomly, any time (mostly 2 to 3 time daily).

When I plug the charger to phone then it shows battery charging logo with percentage.  That time only I able to restart the phone.

I tried with restoring the phone in factory mode and without installing any third party apps.  Problem not resovled...

SONY team please look into this matter...

[Jonas]

Hi @SureshAthani, I'm sorry to hear that.

Do you experience the same behaviour that the screen goes dark but you can still hear if someone is calling you?

If you do, I'd recommend that you remove SIM and/or SD cards from the phone and see if they are the cause of the screen going dark and the phone freezes up.

If there is no change, could you please try and perform a software repair using Xperia Companion?

Let me know how it goes!

[JuhaS]

Hi, I have the same issue: screen goes black and does not recover without forced reboot. The phone rings & beeps for calls & messages, but screen is dead. This happens whenever a cable is connected to the phone - even if the usb cable itself is not conntected to charger or computer or anything else. So everytime you want to charge the phone you have to prepared to reboot the whole apparatus... 

[SureshAthani]

Thanks @Jonas for immediate reply...

Jonas : Do you experience the same behaviour that the screen goes dark but you can still hear if someone is calling you?

Me : No, I cann't here any sound when screen goes in dark mode.  Caller hears switch off message when they call me.

But now I noticed that, whenever I use LTE/4G data signals, suddenly my phone goes in frozen state as I talked earlier.  

After lots of googling I came to know that, SONY has installed weak battery in some models (unfortunately in my model too).

So I request you, to check the same and correct this bug with replacing strong battery.

Thanks and regards,

Suresh Athani

[Jonas]

Hello guys!

If there was no difference in the behaviour after completing the software repair, please get in contact with your Local support so they can assist you with having your phones sent in to an authorized service centre.

They will also be able to answer any or all your questions regarding service routines, warranty and so forth.

Keep me updated!

[SureshAthani]

Problem was not resolved after flashing the handset with Service Center. Now Submitting my XPeria M5 mobile to Sony Service center by tomorrow (21/12/2016). I am very disappointed with product quality because immediate after expiration of warranty my phone goes wrong. Not satisfied with this product...

[Jonas]

Hello again @SureshAthani1!

Sorry to hear that you weren't able to resolve the troubles with a software repair and that you aren't satisfied with the product.

You should forward this towards your Local support since they are the experts on your market and will be able to help you, I'm afraid I don't work in your specific market and warranty may vary between regions.

Please keep me updated with how the phone works after it has been at the service centre!