Can't Unlock iPhone 7 Plus When on a Phone Call

[Gathomblipoob]

I have an iPhone 7 Plus running on iOS 10.2. I'm having great difficulty unlocking my phone when on a phone call. I can't get the screen to come on at all using the home button, and pressing the power button to do the same thing takes at least a dozen tries until the screen comes on.



I've tried restoring as a new phone (no backup) and get the same results. Has anyone else experienced this on 10.2. I just updated a couple of days ago to 10.2 and the problem started then.

 

[C DM]

Is this while you are talking on the phone normally holding it by your ear and then moving it away from your face (when the screen is supposed to turn on by itself)?

 

[Gathomblipoob]

Is this while you are talking on the phone normally holding it by your ear and then moving it away from your face (when the screen is supposed to turn on by itself)?

The same things happens on Bluetooth calls, headset calls, regular calls.

 

[Newtons Apple]

Sounds like there is something wrong. Maybe a trip to the Apple store.

 

[Gathomblipoob]

Sounds like there is something wrong. Maybe a trip to the Apple store.

On the phone with Apple support now.

 

[44267547]

On the phone with Apple support now.

Curious to know what your results are.

 

[Gathomblipoob]

Curious to know what your results are.

They made a Genius Bar appointment for me at the Annapolis, MD store for next Friday morning.

 

[Europa13]

I restored to factory settings on 10.2.1 yesterday and have this same problem. It's definitely a software problem. It didn't happen on 10.1.1 and it doesn't happen on the 10.3 beta. Apple is likely aware of the bug since they fixed it for 10.3. Hopefully, they'll issue 10.2.2 with that same bug fix.

It happens in all phone apps (stock, Skype, etc.) and the audio source doesn't matter. It only happens while on a phone call and if you manually lock the phone or allow it to auto-lock while on the phone call screen. If you allow it to auto-lock from the home screen or an app, it doesn't happen.

So the workaround is to not stay on the phone screen and don't manually lock it while talking on the phone.