The Pixel 4 XL is Google’s flagship phone, but for many users, it’s plagued with intermittent face unlock issues since the Android 11 update released on September 8, 2020.
For many Google Pixel 4 (XL) users, the Android 11 update has made this alert a common sight. The alert reads: “Clean the top of your screen, including black bar” but the warning is misleading.
The sensor is not dirty. Although the warning message would have us believe that the sensor bar needs to be cleaned. Although cleaning does not resolve, restarting the phone usually prevents this error from reappearing for several hours.
Google believes the issue is hardware-related. Despite only appearing after the Android 11 update, multiple Google support advisors have repeatedly and consistently diagnosed hardware as the cause of this issue. This makes for a bad customer experience.
Google drags its feet on replacements. Instead of setting up a replacement using RMA, Google refers customers to third-party services like UBreakiFix, services typically intended for out-of-warranty devices without regard for warranty status.
Proximity sensor issues add to the frustration. Face unlock issues are unavoidable while wearing a mask, but the other issue is even worse. Before the update, the phone would black out the display while the phone was pressed to the ear and return display and touch sensitivity when brought away from the face again. After the update, the Pixel may fail to register that the phone has been brought away from the face. This means Pixel 4 (XL) users can lose the ability to end a call or use the phone to access other information during the call. In this use case, the Pixel user cannot end the call and must ask the person they are calling to end the call on their behalf. If the Pixel user connects to voicemail instead, they must turn the phone off to end their voice message. And the shutdown prompt may not appear, so this workaround may require holding the power button for several seconds longer than usual. A Bluetooth headset overrides the proximity sensor, but for many, this workaround can be incredibly inconvenient or impossible. For those of us who make regular phone calls, this bug is painful and even embarrassing.
The Pixel 4 (XL) sales pitch was based heavily on this sophisticated sensor array and the Soli feature. Soli was originally intended to allow users to skip or pause tracks during music playback. It also thoughtfully suppressed the volume of the ringing phone as it detected the user’s approaching hand.
These features weren’t necessary, but they were thoughtful and didn’t interfere with basic operation of the phone. Between the support difficulties and the proximity sensor bug, it’s become difficult to recommend the Pixel 4 (XL) from multiple perspectives. If you are going to own a phone like this, make sure you have a backup device.