moto e3 can't receive calls when screen is off

[AC Question]

i'm not receiving any calls on my moto e3 when its screen is off. the caller keeps hearing beep-beeps and call is never connected. but i receive calls without any problem when the display in on. i checked for network/sim card related problems, replaced my sim card but the problem persists.

 

[B. Diddy]

Welcome to Android Central! Any battery-saving apps installed?

 

[Aditee Deo]

nope! no battery saving apps installed

 

[B. Diddy]

Does this happen in Safe Mode as well? https://motorola-mobility-en-in.cus...tail/a_id/114609/p/30,6720,10096/kw/safe mode