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8 Posts

09-17-2019

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No audio in Sleep Mode

2019-09-17, 21:58 PM

I just bought a Moto e5 cruise from Cricket Wireless & discovered that anytime I listen to any audio in my headphones (Google Podcasts, YouTube Music, etc.) & the device goes to sleep (either by pressing the power button or after the scheduled time length to keep the display on), the audio stops & the volume level goes to "0". I have to turn the display back on, slide the volume back to my desired level & restart the audio. There is no option for me to "never" have the screen turn off (max is only 30 min.) & so I either have to keep the screen active by touching the screen or looking at the screen with attentive display settings on.

 

This is a HUGE annoyance because I can never get through a podcast without the audio shutting off or I run down my battery faster because the display has to be on in order for the audio to not be interrupted. I've searched through all my apps for options in the settings, I've looked through the batter saver/sound/device options & I've used the "Device Help" app (which did absolutely NOTHING after having it run on my phone for a half-hour)...and I have not found a solution to this glitch.

 

Is this a design issue or is there a option to allow audio to be played while the device is in sleep mode? I had this feature in my old LG phone but the benefits of having an e5 cruise is being outweighed by this frustrating problem.

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8 Posts

09-17-2019

United States of America

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71 Page Views

  • Posts: 8
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Re: No audio in Sleep Mode

2019-09-20, 20:09 PM

Thank you for replying!

 

I do have some good news... I received a system update yesterday, along with other app updates, & it required a restart of the phone. Later in the day when I went to try & replicate the steps that I was having with this issue, Lo & behold, I was able to listen to podcasts & music on YouTube Music with the screen turned off. So, I am puzzled as to what happened since I did not make any new changes in the settings. I guess for now, we can say this problem has been resolved but I will continue to be aware of any future issues should I have problems again. I am still getting used to the functionality of this phone & it's been a challenge in keeping up with its behavior & getting to know the settings.

 

Thanks for your persistence in tracking down this matter. I will keep your instructions handy if there is any future problems.

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3819 Posts

03-11-2019

United States of America

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Re: No audio in Sleep Mode

2019-09-18, 13:07 PM

Hi boonevillephil,

 
Thanks for posting. Does this also happen when playing audio in Google Music? Does this also happen when using the speaker? 
 
Best regards,
Zeke
Motorola Support



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8 Posts

09-17-2019

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Re: No audio in Sleep Mode

2019-09-18, 20:01 PM

Yes, it does this with all audio...regardless of the app. It's happened with Google Podcasts, YouTube Music, & I even had the levels for the audio in the SnapChat app ran all the way down. This affects all the media volume levels.

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13370 Posts

03-05-2018

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Re: No audio in Sleep Mode

2019-09-19, 16:05 PM

Hi boonevillephil,

 

I'd like to confirm, what's the make and model of the Bluetooth device? Also, we asked, does it happen when the phone is in speaker mode? Other than playing podcasts, can you duplicate the same behavior when playing an MP3 file using Google Play Music? Let me know. Thanks.

 

Best regards,
Rich
Motorola-Lenovo Support



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8 Posts

09-17-2019

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Re: No audio in Sleep Mode

2019-09-19, 19:44 PM

I'm not using a Bluetooth device. I'm using wired headphones. I have a Moto e5 Cruise (IMEI: 352168107587619). I do not use Google Play nor do I play mp3s on my device. All my audio is streaming only. As I've said before, this is an issue across the board on all audio from Google Podcast & YouTube Music. Those are the 2 audio services I use. Especially podcasts. When representatives from Cricket Wireless tried to duplicate this on other Motorola phones they have on display in their store, the same issue was present. The audio levels drop to "0" as soon as the display goes off...either by pressing the power button or after the screen times out. The LG phone I had before getting the e5 cruise did not do this. I could listen to podcasts with the screen turned off. I don't know any more to tell you.

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13370 Posts

03-05-2018

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Re: No audio in Sleep Mode

2019-09-20, 13:14 PM

Hi boonevillephil,

 

Sorry, I actually meant the headset you're using, can you please confirm the make and model? Also, in order for us to isolate this please help us with the following.

 

1. Try playing music using Google Play Music - it will help us isolate if this is limited to playing podcast only.

2. Try using a different headset/earphone - it will help us isolate if this is limited to the headset used.

3. Try playing podcast and mp3 through speaker mode - it will help isolate if this is limited only to any type of headset. 

4. When you say the audio stop and the volume went to zero - Does it show playing in the background but you can't hear anything because the media volume is mute - What happened when you press the volume buttons? - It would be better if you can send us a sample video showing the behavior. We will highly appreciate it.

 

Let us know. Thanks.

 

Best regards,
Rich
Motorola-Lenovo Support



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8 Posts

09-17-2019

United States of America

6 Signins

71 Page Views

  • Posts: 8
  • Registered: ‎09-17-2019
  • Location: United States of America
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  • Message 7 of 7

Re: No audio in Sleep Mode

2019-09-20, 20:09 PM

Thank you for replying!

 

I do have some good news... I received a system update yesterday, along with other app updates, & it required a restart of the phone. Later in the day when I went to try & replicate the steps that I was having with this issue, Lo & behold, I was able to listen to podcasts & music on YouTube Music with the screen turned off. So, I am puzzled as to what happened since I did not make any new changes in the settings. I guess for now, we can say this problem has been resolved but I will continue to be aware of any future issues should I have problems again. I am still getting used to the functionality of this phone & it's been a challenge in keeping up with its behavior & getting to know the settings.

 

Thanks for your persistence in tracking down this matter. I will keep your instructions handy if there is any future problems.

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