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9 Posts

09-08-2019

US

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  • Posts: 9
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Moto e5 cruise XT1921-2 Locks up after running Rescue and Smart Assistant help

2020-10-19, 21:14 PM

rI have a Moto e5 Cruise XT1921-2 Cricket model.  I was locking up and in my look for help on th web I found the Rescue and Smart software tool.  Before running the rescue the phone had OCPS27.91-157-12 and the softare installed OCPS27.91-157-28-7 and now its worse, it locks up at the Moto Splash screen.  I can still get into Recovery.   Please Help.

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2512 Posts

03-11-2019

US

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Re:Moto e5 cruise XT1921-2 Locks up after running Rescue and Smart Assistant help

2020-10-20, 18:42 PM

Hi WillardSpivens,

 

I will try my best to help you fix this. What do you mean that the phone is locked up? Is the phone freezing during boot up or is it asking for a password/PIN? Try performing a factory reset from the recovery menu. 

 

Best regards,
Zeke
Motorola Support



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9 Posts

09-08-2019

US

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  • Posts: 9
  • Registered: ‎09-08-2019
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Re:Moto e5 cruise XT1921-2 Locks up after running Rescue and Smart Assistant help

2020-11-26, 21:03 PM

The phone Freezes and the only way to reboot is by removing the battery, factory reset has been done many times.

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2512 Posts

03-11-2019

US

635 Signins

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  • Posts: 2512
  • Registered: ‎03-11-2019
  • Location: US
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Re:Moto e5 cruise XT1921-2 Locks up after running Rescue and Smart Assistant help

2020-11-26, 21:42 PM

@ WillardSpivens wrote:

The phone Freezes and the only way to reboot is by removing the battery, factory reset has been done many times.

If you have already performed a factory data reset on the phone. We suggest sending your phone for repair. Kindly go to this link: https://motorola-global-portal.custhelp.com/app/mcp/service/open/request?linkId=54149943 

Best regards,
Zeke
Motorola Support



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9 Posts

09-08-2019

US

14 Signins

134 Page Views

  • Posts: 9
  • Registered: ‎09-08-2019
  • Location: US
  • Views: 134
  • Message 5 of 6

Re:Moto e5 cruise XT1921-2 Locks up after running Rescue and Smart Assistant help

2020-11-27, 6:54 AM

They told me it would be $149 for repair, the phone isn't worth that.  I want to download the firmware and install it manually through fastboot.

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2512 Posts

03-11-2019

US

635 Signins

46840 Page Views

  • Posts: 2512
  • Registered: ‎03-11-2019
  • Location: US
  • Views: 46840
  • Message 6 of 6

Re:Moto e5 cruise XT1921-2 Locks up after running Rescue and Smart Assistant help

2020-11-27, 14:38 PM

@ WillardSpivens wrote:

They told me it would be $149 for repair, the phone isn' worth that.  I want to download the firmware and install it manually through fastboot.

Are you still able to access the settings of the phone? You need to enable USB debugging for you to able to connect via Rescue and Smart Assistant app (RSA). We suggest to read more about it here.

Best regards,
Zeke
Motorola Support



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