Phone Rings but Screen Is Black and No Option to Answer Appears


  • Phone will ring or vibrate
  • Option to answer or decline the call does not appear
  • Screen remains black


  • Moto X4
  • Moto E4
  • Moto E4 Plus
  • Moto E5 Play
  • Moto G4
  • Moto G4 Plus
  • Moto G6
  • Moto G7


  1. Open Settings
    • On G6/7 & X4 you will need to tap Apps & Notifications 
  2. Tap Notifications
    • On the G6 you will need to tap Notifications again.
  3. Tap Phone/Dialer
  4. Ensure that All notifications are enabled/Block all is not enabled
  5. Update the system software
  6. Factory reset the phone - if unsure about this step, please open a help ticket or reply back to your existing ticket should one already be open

Article Created From

  • 1543944

Having trouble finding the answer you’re looking for? Ask an Expert Member.
(Our Experts are not staff, but their knowledge of our service and phones is outstanding!)