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1 Posts

12-29-2016

United States of America

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Re: Moto G4 - Random shut shutdown

2016-12-29, 0:05 AM

My girlfriends phone had a similar issue. It would just completely loose power whenever she tried to play a game or watch a youtube video or when she tried to answer a call. I've worked on many smartphones, screen replacements, battery replacements and the like, so I opened her phone up, disconnected the battery connector for around 5 seconds and then reconnected it. She hasn't had a problem since. If you're not comfortable opening up your phone I understand as the first time was scary for me as well. I'm not saying this is the end all be all solution but it definitely fixed the issue my girlfriends phone was having. Hope this helps.

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5 Posts

11-04-2016

India

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Re: Moto G4 - Random shut shutdown

2016-12-29, 9:00 AM

Guys

Finally service centre acknowledged the issue.

They said it was the issue with my motherboard and they replaced it within 7 days.

Its been 3 days now and I haven't faced the issue yet.

Will keep you posted if it ever comes back.

And yeah one thing to mention

My model was XT1643

But after the replacement of motherboard it changed to XT1624

Any moderator, please tell the difference?

 

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2 Posts

09-10-2016

India

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Re: Moto G4 - Random shut shutdown

2016-12-29, 10:04 AM

XT1624 is the model number of 'MOTO G4 16GB' Indian variant. You can check for any changes in ram and internal memory if any. XT1624 model have 2gb ram and 16gb internal memory. If you still have 32gb internal and 3gb ram then it should be ok.

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3 Posts

01-01-2017

India

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Re: Moto G4 - Random shut shutdown

2017-01-01, 18:31 PM

I am facing the same issue with my phone. I have updated my IMEI number to my  profile, please help me resolving my issue too...  I have the most screwed up screenshot of battery graph I am attaching lol.

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59 Posts

12-29-2016

United Kingdom of Great Britain and Northern Ireland

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  • Message 35 of 166

Re: Moto G4 - Random shut shutdown

2017-01-01, 20:35 PM

As Alpha and others have suggested:

Firstly, try going into Safe Mode - https://motorola-global-portal.custhelp.com/app/answers/prod_answer_detail/a_id/111313/p/30,6720,9686. Leave your phone for a while, does it shut down? If not, test your usual apps and see if one of them causes a shutdown. If so, see if there's an update to it or uninstall/find a replacement.

If safe mode doesn't resolve it, it might be worth a try to completely reset your phone - note, this may well destroy your data, back up if you need to. (Boot into recovery and factory reset/wipe your data and wipe your cache), reboot. Do not re-install ANY apps at this point in time. You may choose to turn on airplane mode to disable your radios for troubleshooting. Does your phone still shut down randomly even with a fresh, stock, untouched system when you try to use it? How about after turning airplane mode off?

If so, then it might be time to refer the phone to service for a motherboard repair/replacement.

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6 Posts

12-26-2016

India

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  • Message 36 of 166

Re: Moto G4 - Random shut shutdown

2017-01-02, 10:53 AM

Tried all of that, and submitted the phone to the service centre (Kavya Enterprises, Pune) 4 times so far. They sent it back every time without doing any repairs or part replacements, claiming that they have fixed it. It hasn't been fixed at all and the phone has been unusable since I purchased it in August. I'm at a loss on what to do now to get at least some use out of something I paid for (except vowing never to buy Motorola/Lenovo ever again).

 

I received no reply on another thread here about the same problem. Hopefully, this thread is a bit more active.

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3 Posts

01-01-2017

India

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Re: Moto G4 - Random shut shutdown

2017-01-02, 14:16 PM
I stay in Pune too and was going to visit kavya enterprises tomorrow, your comment is worrying me now. I don't think they will have a solution for my phone too. The best way is to throw this garbage away. Never going to buy Moto or Lenovo phones again. Very disappointed.
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59 Posts

12-29-2016

United Kingdom of Great Britain and Northern Ireland

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Re: Moto G4 - Random shut shutdown

2017-01-02, 14:46 PM

Are there any other service centres in your area you could use? Also, what did the service centre say when they gave it back to you each time after you sent it in for repair, e.g. in their repair notes? Did you manage to reproduce the issue for them (e.g. in the shop showed the phone to randomly shutdown, or have a video recording of the phone shutting down)?

 

Also, if you can post the address and contact details of that particular service centre (Kavya) on here, one of the representatives can escalate it and see if anything can be resolved with regards to this. Thanks

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35 Posts

11-14-2014

India

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Re: Moto G4 - Random shut shutdown

2017-01-02, 14:50 PM

I found out what was my issue when I gave it to service, turns out the battery was faulty. I got it replaced for free since the warranty covers battery. Now I have no such issues. Plus the Nougat update is treating my phone's battery very well. :D

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5127 Posts

10-05-2016

United States of America

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  • Message 40 of 166

Re: Moto G4 - Random shut shutdown

2017-01-02, 18:40 PM

wrote:

I am facing the same issue with my phone. I have updated my IMEI number to my  profile, please help me resolving my issue too...  I have the most screwed up screenshot of battery graph I am attaching lol.


Hi Swapnil_Kamble,

 

We just have checked the serial number of your device, and we've seen that there are some apps that are crashing, the more apps crashing, the more it consumes battery which makes your device to shutdown unexpectedly. Also, we have seen that your device's charging habit is not aligned to its optimal battery performance. We suggest charging the phone until it gets fully charged before unplugging the phone. We suggest doing a factory reset and see if this issue will be resolved.

 

Regards,
Jess
Motorola Support

Please do not send me a personal message regarding your concerns or questions if this can be posted to this community. We prioritize the ones posting on threads.
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