there is some glitch in the OS that happens when you use the phone as a handset. You put the phone up to your ear and the screen is supposed to go black to reduce heat against your head. Only problem is it doesnt go black until you take the handset away from your head and then it stays black and you have no access to the touch screen!!! Ugh this happened on the old iPhone and I hoped would have been fixed by now, it is soooooo annoying and inconvenient