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RingCentral and iPhone proximity sensor not working

  • February 28, 2025
  • 4 replies
  • 103 views
T

When I’m on a call on RingCentral using my iPhone, holding my phone to my ear (ie not using a headset), my iPhone is supposed to go to black screen. My understanding is that the mechanism for this is the proximity sensor in my iPhone senses when my ear/head is close, and when that happens when I’m on a call, it turns the screen to black so that my ear doesn’t press buttons while I’m on a call. 

I’m on iOS 12, up-to-date with all updates, and I’ve cleaned the proximity sensor and restarted my phone, but still having the same issue. The issue doesn’t seem to be happening with the Apple phone app.

Anyone else having this issue? It’s really frustrating, as my ear ends up doing all kinds of crazy things, including hanging up the call, so I can only use RingCentral with my airpods or on speaker.

Best answer by Crystal_

Hi ​@TrishDVNT and ​@Hussamo,
 

Thanks for bringing this to our attention. Our app specialist team has reviewed the issue and coordinated with our product team. Based on their findings, this appears to be an iOS system issue affecting some devices after iOS 18, and similar issues have been observed with other apps like Skype.

Our team has created a ticket to track the issue and is working on a simple demo to reproduce it for reporting to Apple. We appreciate your patience and will provide updates as soon as we have more information. Let us know if you have any other concerns in the meantime!

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H
  • Hussamo
  • New Participant
  • March 18, 2025

I have a handful of users that have this problem. What is the fix? Any updates? I have 2 tickets open as well.

T
  • TrishDVNT
  • New Participant
  • March 18, 2025

Hi Hussamo! I was hoping that it would be fixed with the latest iOS update but no. My colleague also has the same issue but with his iphone 15.

Since posting this question, I have confirmed that when I’m using the iPhone Phone app, the screen goes to black when I’m on a call and I cover the proximity sensor, so no buttons work. But when I’m on a Ring Central call, and cover the proximity sensor, the screen quickly flashes black then goes to a dim screen brightness, where you can still push buttons.

I guess I should open this as a ticket then? It’s not just me?

C
Community Manager
  • Crystal_
  • Community Manager
  • March 20, 2025

Hi ​@TrishDVNT and ​@Hussamo,
 

Thanks for bringing this to our attention. Our app specialist team has reviewed the issue and coordinated with our product team. Based on their findings, this appears to be an iOS system issue affecting some devices after iOS 18, and similar issues have been observed with other apps like Skype.

Our team has created a ticket to track the issue and is working on a simple demo to reproduce it for reporting to Apple. We appreciate your patience and will provide updates as soon as we have more information. Let us know if you have any other concerns in the meantime!

T
1 person likes this
  • T
    TrishDVNT
T
  • TrishDVNT
  • New Participant
  • March 22, 2025

Awesome, Crystal! Thanks so much for pulling this out of the chat and into the Support queue! I really appreciate it! I’ll keep an eye out for any updates.

Have a great day!

Trish.

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