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nick703
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Posts: 15
Registered: ‎05-21-2018
Location: IN
Views: 16,532
Message 14 of 39

Moto G4 Plus All Sound Stopped Working Suddenly Problem?

Hello Motorola Team Expert,

 

     I have a motorola G4 plus phone 2 year old. and every thing is perfact working but last 4 days My phone hase a suddenly stopped All Audio sound. What happend i don't know so i have a [Removed] off the phone and start againg so my all sound working for only 5 to 10 min then suddenlly all sound is dead. 

 

   So i read the forum and i have done Factory data reset without any app installation but the problem is same  no audio in my phone. but restart means run in safe mode or switch off that time working for only 5 to 10 min and then sound gone.

 

Please help me to resolve the problem.

 

below i have a captured bug report and  this is detail

 

Build info: athene_f-user 7.0 NPJS25.93-14-15 5 release-keys
Serial number: ZY22394ZM9

 

 

Edited for site rule violation  https://forums.lenovo.com/t5/Forum-Feedback/Moto-Owners-Forum-Site-Rules/td-p/3269704

aletheadoe
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Registered: ‎03-13-2018
Location: GB
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Message 1 of 39

Moto G4 Plus sound stopped working

Hi all. 
Got a Moto G4 Plus less than two weeks ago. It has been working fine, however today the sound stopped working for no reason. 
Have tried restarting a couple times, also tried a safe mode reboot which still didn't work. 
Any advice? 

Senior MotoAgent
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Message 2 of 39

Re: Moto G4 Plus sound stopped working


@aletheadoewrote:

Hi all. 
Got a Moto G4 Plus less than two weeks ago. It has been working fine, however today the sound stopped working for no reason. 
Have tried restarting a couple times, also tried a safe mode reboot which still didn't work. 
Any advice? 


Hi aletheadoe,

 

Thanks for posting. I'm sorry to know about this. Is it the same while using earphones? Also, are you experiencing this while playing music and videos? 

 

Best regards,
Rich
Motorola Support



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aletheadoe
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Message 3 of 39

Re: Moto G4 Plus sound stopped working

Hi, 

It's the same with earphones. There is no sound at all for music or for notifications. Tried making a phone call and couldn't even hear the dial tone. It worked fine this morning. Currently trying a factory reset to see if that will work. 

Senior MotoAgent
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Message 4 of 39

Re: Moto G4 Plus sound stopped working


@aletheadoewrote:

Hi, 

It's the same with earphones. There is no sound at all for music or for notifications. Tried making a phone call and couldn't even hear the dial tone. It worked fine this morning. Currently trying a factory reset to see if that will work. 


Hi aletheadoe,

 

Thanks for the prompt response. Please let me know if factory data reset fixed it. Thanks!

 

Best regards,
Rich
Motorola Support



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aletheadoe
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Message 5 of 39

Re: Moto G4 Plus sound stopped working

Factory reset has not worked unfortunately. I am now unable to play YouTube videos through the app, and I am getting a playback error on there. 
It also isn't letting me accept calls. I used another phone to call myself, and the call is open on the other phone but I can't pick up on my own. 

Senior MotoAgent
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Message 6 of 39

Re: Moto G4 Plus sound stopped working


@aletheadoewrote:

Factory reset has not worked unfortunately. I am now unable to play YouTube videos through the app, and I am getting a playback error on there. 
It also isn't letting me accept calls. I used another phone to call myself, and the call is open on the other phone but I can't pick up on my own. 


Hi aletheadoe,

 

Thanks for the response. Was your application reinstalled automatically after doing factory data reset?

 

Best regards,
Rich
Motorola Support



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aletheadoe
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Message 7 of 39

Re: Moto G4 Plus sound stopped working

Hi, 

Do you mean the YouTube app? If so, yes, the app was on the phone automatically after data reset. I did not download any new apps.

aletheadoe
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Message 8 of 39

Re: Moto G4 Plus sound stopped working

Hi again. 
Do you have any advice or any reason that the phone has stopped working properly?
As I said, I have had the phone for just under two weeks. It has not been dropped. It has not been exposed to water. It has not suffered any trauma. 
Just to list the issues that have occured; 
-all sound stopped working

-cannot make or accept calls

-videos will not play

-The "hello moto" animation will no longer play on start up

 

A factory reset has not fixed this, nor has a safe mode reboot.
What is wrong with my phone? 
Where can I get it fixed/replaced?

aletheadoe
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Message 9 of 39

Re: Moto G4 Plus sound stopped working

Phone still not functioning after 24hrs. Please advise?

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