Call menu is not available / Black screen appears when call received

Problem:

When the user receives a call, either black screen appears or call menu does not appear. As a result, the user can hear ringtone but is unable to pick up the call.

Solution:

Please clear the data of Google Play Services by performing the following steps:

1. Open Settings.

2. Touch Apps.

3. On the newly opened screen touch Apps again.

4. Touch the 3-dot icon in the upper right corner of the screen.

5. Touch Show System Processes.

6. Find app Google Play Services in the list, and touch it.

Please be aware that clearing data will not delete your personal data such as contacts, files, etc. However, it may remove some temporary files related to Google Play Services.

7. Go to Storage > Manage Storage or Manage Space.

8. Touch Clear All Data.

9. Reboot the device.