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Senior MotoAgent
Senior MotoAgent
Posts: 3,982
Registered: ‎12-04-2017
Location: IN
Views: 554
Message 31 of 68

Re: G4 play proximity sensor not working after update


@helmarfernandes wrote:

Here is how is working (or not working) on my phone.


When I call someone, once the phone starts dialling the screen turns off.

When someone calls me I can see it and answer. Once I answer (even before getting the phone close to my ear) the screen turns off.

When I get a Whatsapp voice message and click "play" the screen turns off and the sound gets very low so that we only can hear if we bring the phone close to the ear (doesn't look like a safety feature?)

 

That's it. Very annoying and persistent since the 7.1 update.


I understand how frustrating that would be, could you please confirm if you have already tested your device proximity sensor in "Device Help app" if not please test and let us know the observation.

 

Also, can you test in Safe Mode to see if this is an app issue? To go into Safe Mode, press the physical power key, then press and hold the pop-up "Power off" key until the Safe Mode instructions pop up.

 

Best,

Swaraj

Motorola Support

DavidLópezArce
Fanfold Paper
Posts: 10
Registered: ‎05-12-2018
Location: MX
Views: 546
Message 32 of 68

Re: G4 play proximity sensor not working after update

To all the Motorola Support team.
As you can see, many users including me have the same issue.
We all tried all your possible solutions and none of them actually worked, this is a real annoying problem. We can't just do multitask cause the screen is not working during calls, this is NOT a hardware sensor problem.
We need an update NOW, please. 
We are NOT requesting something you guys can't solve. This is a very basic functionality.
Please give us a SOLUTION and not only answers or steps we all already tried.

Pronab77
Fanfold Paper
Posts: 6
Registered: ‎02-17-2018
Location: IN
Views: 539
Message 33 of 68

Re: G4 play proximity sensor not working after update

Hi,

David is right. Please donot suggest any step. Please share some update or patch, so that the problem can be resolved. Really geting frastrated now.

 

Please Please share update.

helmarfernandes
Paper Tape
Posts: 6
Registered: ‎11-08-2017
Location: BR
Views: 517
Message 34 of 68

Re: G4 play proximity sensor not working after update

The test in Device Help App runs OK.



But the problem still persists whether in normal or safe mode, which seems to me to confirm that there is nothing wrong with the hardware or third party apps. It is just the update that messed the phone up.
Senior MotoAgent
Senior MotoAgent
Posts: 3,982
Registered: ‎12-04-2017
Location: IN
Views: 497
Message 35 of 68

Re: G4 play proximity sensor not working after update


@helmarfernandes wrote:
The test in Device Help App runs OK.



But the problem still persists whether in normal or safe mode, which seems to me to confirm that there is nothing wrong with the hardware or third party apps. It is just the update that messed the phone up.

Hello, helmarfernandes.

 

We want to look further into this, kindly send a bug report regarding this. Bug report will collect information about your current device state.

Go to Settings ->Developer options -> Enable USB debugging > Toggle On

Enable Settings -> Developer options -> Enable Bug Report shortcut > Toggle On

Once the issue is reproduced: Go to Settings -> Developer options -> Click on take bug report or Press Power button and then choose Bug Report from the Power down menu.

Wait for some time until the bug report is collected. It takes around 3 to 4 minutes to collect the Bug Report.

Then upload the BugReport to your personal Google Drive and then share the link to the BugReport on the forums in a reply.

Provide observations of what you saw happen right before the bug report was taken. Please indicate the local time when you observed the behavior.

 

Best,

Swaraj

Motorola Support

helmarfernandes
Paper Tape
Posts: 6
Registered: ‎11-08-2017
Location: BR
Views: 492
Message 36 of 68

Re: G4 play proximity sensor not working after update

I'll do it. ASAP
DavidLópezArce
Fanfold Paper
Posts: 10
Registered: ‎05-12-2018
Location: MX
Views: 480
Message 37 of 68

Re: G4 play proximity sensor not working after update

Here it is:

 

https://drive.google.com/file/d/1EkaFaJRkAmNJcVPbzTeNkbKh4-tSs4-0/view?usp=drivesdk

 

Thank you so much for the feedback and we wish this could help you guys to find out where the problem is.

Pronab77
Fanfold Paper
Posts: 6
Registered: ‎02-17-2018
Location: IN
Views: 465
Message 38 of 68

Re: G4 play proximity sensor not working after update

Here is the link for the report

 

https://drive.google.com/open?id=1KOeABh0eJo67nrePoCWU2cX3p-P7XI7a

 

Please suggest some way out. Thank in advance.

Senior MotoAgent
Senior MotoAgent
Posts: 3,982
Registered: ‎12-04-2017
Location: IN
Views: 451
Message 39 of 68

Re: G4 play proximity sensor not working after update


@DavidLópezArce wrote:

Here it is:

 

https://drive.google.com/file/d/1EkaFaJRkAmNJcVPbzTeNkbKh4-tSs4-0/view?usp=drivesdk

 

Thank you so much for the feedback and we wish this could help you guys to find out where the problem is.


-@Pronab77

 

Thank you for sharing us the reports, we have shared the same with our engineer team for further investigation. We will keep you posted here once we have an update.

 

Best,

Swaraj

Motorola Support

Pronab77
Fanfold Paper
Posts: 6
Registered: ‎02-17-2018
Location: IN
Views: 448
Message 40 of 68

Re: G4 play proximity sensor not working after update

Thanks Swaraj. I will be waiting for the update. Thank you.

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