Screen is black when call received

[tallon]

Hi,

Recently my xperia Z1 Compact has just recently started doing this: when I receive a call the screen is blank, so there's nothing I can do to answer the call.  If I press the side button to switch on the screen, it sometimes terminates the call, other times it shows me the screen so I can swipe-answer it.  Maybe this is some setting I have inadvertently touched?  How do I stop it doing this?

[Thommo]

1st thing to try is  app preferences reset - Settings then tap the 3 dots then reset app preferences then reboot and test, note this will revert all settings back to factory like ringtone etc

If the above fails then try the below

Performing a system repair using PC Companion will often fix issues - This will factory reset your phone and erase all data so best to backup before you begin

Switch off your phone and unplug from Pc (Hold volume up and power for around 10 seconds)
Start PC Companion and select Support zone then Update my phone/tablet then in Blue Repair my phone/tablet and follow the on screen instructions - When prompted connect your phone still switched off holding volume down or back button - This should start the repair or reformat process

If you are using Windows 8/8.1 or a 64bit operating system then adjust the settings for PC Companion and run in compatibility mode and chose Windows 7 or XP

[Qatrium]

I also suggest that you try if this happens in Safe mode:

/t5/FAQ/How-to-boot-your-phone-into-safe-mode/m-p/348008#U348008

[tallon]

Went to app preferences (system>apps) and under 'ALL' I found two entries for the 'Phone' app - both seem identical and neither have an option to reset app preferences.  Perhps this is somewhere else?

[Thommo]

Thats not what I said to try - Settings then tap the 3 dots

[tallon]

I tried that, but couldn't see anything regarding apps - see my screenshot below  (there's nothing else on this screen, only what you can see)

[Thommo]

See those 3 dots in the top right corner so open Settings then tap those dots

[tallon]

OK, I tapped those 3 dots in the top right hand corner and just get an option for 'Help & Feedback'... 

Sorry if I'm being stupid, but i don't understand.  When I tap 'Settings' there are no 3 dots at the top - only a search symbol.  The only 3 dots I can see are where it says 'More' which leads me to the screen I attached.  Am I in the wrong place?

[Thommo]

So after you open Settings from the app menu you have no options key ie: 3 dots then try opening Settings then Apps then tap the 3 dots then Reset app preferences

[tallon]

I have the 'black screen during calls' issue that Sony seem incapable of solving.  In tryng to solve it, I was directed to check the setings for the InCallUi app - but when I search Settings>Apps>All for it, it's not there.  Why not?  How an I re-install it?