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Ringtone Playing but The Screen is Off – Fix Call Issue on Galaxy S10, Note 10

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Here is what to do if your Galaxy S10, S9, Note 10 or any other phone running Android 9 with One UI keeps the screen off when somebody calls you.

I faced the problem after June 2019 update on my Galaxy S9. The thing is I use Do Not Disturb mode almost all the time to silence callers that are not in my Contacts (I configured the DND feature to ring calls and messages from numbers that are in contacts).

Everything was okay but, after I installed the update the behavior of my phone changed. When my wife called me I noticed that my Galaxy S9 now plays ringtone me but the display remains completely turned off.

I have to manually wake my phone, unlock it, then pull down the shade and tap the Phone app banner to bring it to front. It goes without saying that these steps are very inconvenient and make no sense. Keep reading to know how I fixed the problem.

How to Fix Black Screen on Call When DND is Used on Galaxy S10, S9, Note 10

Go to Settings.
Select Notifications:
Here tap on Do not disturb (but not on the toggle itself) to open DND configuration:
Now tap on Hide notifications:
Toggle off the Don’t turn on screen option: Done! Now call yourself and check out the result!

My case: I have the DND mode enabled and configured to silence all incoming callers except those who are in my contacts. Now when I call from another number the screen of my Galaxy S9 turns on and everything works just the way I expect (and as it was before the update, if I’m not mistaking).

Wrapping Words

All this DND-related workarounds are just because we don’t still have the option for making the Galaxy phone reject calls from strangers as Google Phone app on Android 10 has already.

Tell me what kind of problem brought you to this page, when did it emerge and whether or not your issue is solved now. Good luck!

P.S. Has anybody faced the same issue on Galaxy S20?

Adam Swift

Adam is a real tech maniac. He likes to spend time testing phones, tablets, laptops, as well as any other technical devices, and write practical manuals on their functions. He often sleeps all day, but always works at night. Adam bought his first computer in 1999, being an absolute beginner who never held a computer mouse in his hands. He began to study Windows, constantly experimented and often crashed the operating system. But six months later, he was able to reinstall Windows 98 from a scratch on his own, fix almost any software problem on a PC, he also did hardware upgrades and realized that computers, operating systems and programs are now his biggest passion. In addition, Adam has always been a big lover of phones. With the advent of smartphones with Android OS, he began to pick at them much more than in computers. Now Adam loves to study privacy issues in instant messengers, blocking unwanted calls and other nuances related to privacy and security on the network. You can follow him on Twitter: https://twitter.com/tunecomp

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View Comments

Kelah says:

2019-08-12 at 05:23

My DND settings on my S10 are to allow calls/texts from my favorite contacts. Recently, I noticed that I am receiving texts from favorite contacts in DND mode but calls are silenced.
Kevin says:

2019-12-03 at 15:49

Had same issue, mine had different option that I had to disable called "Hide full screen notifications". Thanks for the info.
- tune says:
  
  2019-12-03 at 17:02
  
  Thank you so much for your feedback!
Marc B says:

2020-10-10 at 08:00

I had the same problem on Galaxy s20, and this post sent me in the right direction. In my case though, the setting was called "Hide full screen notifications".