Screen remains off at incoming call, no way to pick it up - any solutions...?

[AC Question]

Hi,
It started today that when I receive an incoming call, the screen remains off, and when I try to press the power button, it rejects the call. I also tried simply waiting and trying to swipe right where I remember I should, nothing helps. I also rebooted the phone, nothing. (So there is absolutely no way to accept a call. When the calling ends, I can use my phone again and also see who called.)

I don't know if this has anything to do with it, but yesterday I cleared all data and cache for most of my apps, since the memory has been full. Maybe this has anything to do with it?

(I have a Motorola Moto G, Android ver. 5.1)

Do you think my phone is just dying or can I save it? Thanks in advance!

Kriszta

 

[Javier P]

Welcome to the forums. Go to settings - accessibility and make sure that the option 'Power button ends call' is off. Are you using a screen protector? Sometimes they can interfere with the proximity sensor.

 

[maszatjanka]

thanks, I have checked and it's off. I don't even have any screen protector. The screen just dies completely at any incoming call, and if I press any of the side buttons (incl. volume), I just hang it up. When the ringing ends, it goes back to normal. It just started to happen from one day to another, with every call.

 

[Javier P]

Thanks for registering! Check if your proximity sensor is working. Open the app drawer, tap on on the 'Help' app, select 'Fix', hardware test, select Proximity Sensor and follow instructions.

 

[maszatjanka]

i couldn't find it there, but I downloaded a tester, and yes, the proximity sensor seems to be working...

 

[Javier P]

Strange that is not there. I wonder if you disabled any system app when you were cleaning cache and data. Try this, go to settings - apps - swipe to the left until you select the disabled tab and see what's included in that list.

 

[Javier P]

Another thought. Boot into safe mode and tell a friend to call you. See if the problem still persists.

 

[maszatjanka]

Thanks, now tried both, no result...

 

[Javier P]

Until we find a fix you could try installing a third party dialer from the Play Store and see if you still have the same problem.

Have you already tried wiping the cache partition from recovery? Worth a try. Also, go to settings - apps - three dots top right and reset app preferences. Restart the phone after this.

 

[maszatjanka]

thanks Javier, you are super, resetting app preferences worked!

 

[Javier P]

Haha. Glad it helped and thanks for the follow up! It will be very helpful for other users with a similar problem. See you around the forums!