Can't ignore incoming call

When I get an incoming call I can not drag the puzzle piece to the red puzzle piece to ignore the call. It only allows me to drag it to the green puzzle piece to accept the call. I have to wait till the call quits ringing to continue whatever I was doing on the phone. I have tried hard and soft resets because of screen timeout issues I am having, but I still can not use the ignore feature on calls. Sometimes I get an actual ignore and answer button for incoming calls and they work. Does anyone know how to switch to those all the time and get rid of the puzzle pieces?

On my phone, there's an empty puzzle piece that I drag my selection into. So, if I want to ignore, I drag the ignore puzzle piece into the empty gray space.
As for when the puzzle vs. buttons appear, when your phone is inactive, the puzzles appear. When you're actively using your phone, you get the buttons.
You could swap from the puzzles to the sliding glass option to see if that helps you any. You can change that by going into the display settings under Sound and display and selecting the Unlock screen option. Doing this will change your answering options from the puzzles to a sliding option. You will have the green answer and the red reject sliding icons that you slide across the screen. Maybe this will work for you? There's also a third option to ignore the call with a message or something like that. It won't give you an option to silence the call (make it stop ringing), but your volume button will take care of that, so there's really no reason for it.
Hope that helps.

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