As per your concern, we want to inform you to kindly perform the following steps to resolve your issue:
The proximity sensor is located at the top of the phone, although the exact position will vary by model. Clean the front of the device with a clean, soft cloth.
Diagnosing issues with the proximity sensor from the Samsung Members app Step 1. Open the Samsung Members app and select Get Support at the bottom of the screen. Step 2. Tap View tests located under Diagnostics. Step 3. Select Proximity recognition to automatically begin diagnostics. Step 4. Follow the on-screen directions and put your palms close to, but not touching the top of the screen. Step 5. After finishing diagnostics, you can immediately check your device status results on your screen.
Remove any accessories Third-party protective films, cases, stickers, or glass screen protectors may block the sensor and should be removed. It is recommended to use Samsung Authorized accessories only.
If the issue persists, kindly report the problems with a log file. To share a log file, click on the Samsung Members Application (Open Samsung Members Application > Support> Tap on send feedback> Choose Composer> Select error report> select the appropriate issue category> Type your query and send).
