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Moto G5 Plus mutes me during calls

2017-10-05, 18:43 PM

Hello,

 

Just got my phone from Motorola on Monday. My carrier is AT&T.

 

I'll be in the middle of a call and the other party can't hear me anymore.

 

Switching to speaker allows them to hear me again.

 

How can I fix this?

 

Bubba

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Re: Moto G5 Plus mutes me during calls

2017-10-05, 19:03 PM

wrote:

Hello,

 

Just got my phone from Motorola on Monday. My carrier is AT&T.

 

I'll be in the middle of a call and the other party can't hear me anymore.

 

Switching to speaker allows them to hear me again.

 

How can I fix this?

 

Bubba


The call starts fine, and then you can't be heard?  Does it happen on every call? Can you recreate it at will?


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Re: Moto G5 Plus mutes me during calls

2017-10-05, 19:14 PM

The call starts fine. It doesn't seem to happen on every call, but maybe that's just because some calls are short. I can't recreate it at will.

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Re: Moto G5 Plus mutes me during calls

2017-10-05, 19:18 PM

wrote:

The call starts fine. It doesn't seem to happen on every call, but maybe that's just because some calls are short. I can't recreate it at will.


And hanging up and starting a new call, everything is fine? Or do you have to reboot the phone? Or some other solution?


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Re: Moto G5 Plus mutes me during calls

2017-10-05, 19:21 PM

I haven't tried making another call immediately after I've had the problem, but when I've made calls later they start fine.

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Re: Moto G5 Plus mutes me during calls

2017-10-05, 19:22 PM

wrote:

I haven't tried making another call immediately after I've had the problem, but when I've made calls later they start fine.


OK, that is good enough info for now. Let me see if anyone has any ideas or suggestions on next steps.


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Re: Moto G5 Plus mutes me during calls

2017-10-05, 19:32 PM

wrote:

wrote:

I haven't tried making another call immediately after I've had the problem, but when I've made calls later they start fine.


OK, that is good enough info for now. Let me see if anyone has any ideas or suggestions on next steps.


This is definitely a strange one. Let's see if we can help figure out what's going on. Are the calls you're making over VoLTE (Enhanced 4G LTE)? Does it only happen when you're using the headset speaker (not speakerphone, Bluetooth, or wired headphones)?

 

-Tom



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Re: Moto G5 Plus mutes me during calls

2017-10-05, 19:40 PM

Hi, Tom

 

How can I find out if my calls are over VoLTE?

This may help: I don't have a data plan and my cellular data is turned off.

It happens when I use the headset speaker, but not speakerphone. Haven't tried wired headphones or Bluetooth.

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Re: Moto G5 Plus mutes me during calls

2017-10-05, 20:12 PM

wrote:

Hi, Tom

 

How can I find out if my calls are over VoLTE?

This may help: I don't have a data plan and my cellular data is turned off.

It happens when I use the headset speaker, but not speakerphone. Haven't tried wired headphones or Bluetooth.


Ok, no problem. Let's do this. The next time it happens can you generate a Bug Report? Steps provided below

 

1. Go to Settings -> About Phone -> Tap on Build number 7 times on the build number to go in to the developer options mode]
2. After the above steps Developer options will be enabled.
3. Go to Settings ->Developer options -> Enable Usb debugging > Toggle On
4. Enable Settings -> Developer options -> Enable Bug Report shortcut > Toggle On
5. 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.
6. Wait for some time until the bug report is collected. It takes around 3 to 4 minutes to collect the Bug Report.
7. Then upload the BugReport to your personal Google Drive and then share the link to the BugReport on the forums in a reply or via a private message.
8. Provide observations of what you saw happen right before the bug report was taken. Please indicate the time that you observed the behavior in local time.

 

-Tom



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  • Message 10 of 56

Re: Moto G5 Plus mutes me during calls

2017-10-06, 2:34 AM

wrote:

Hi, Tom

 

How can I find out if my calls are over VoLTE?

This may help: I don't have a data plan and my cellular data is turned off.

It happens when I use the headset speaker, but not speakerphone. Haven't tried wired headphones or Bluetooth.


Bubba, go to an app called 'Device Help' on your phone, go to 'fix', go to 'hardware tests', go to 'microphone' & conduct the test.

 

I was able to solve the problem of one of my colleagues this way. Do it at least twice.

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Re: Moto G5 Plus mutes me during calls

2017-10-11, 13:59 PM
Tom, I sent you a PM with a link to my bug report.

Bubba
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Re: Moto G5 Plus mutes me during calls

2017-10-12, 18:37 PM

Hi, Tom

 

I sent you a PM with a link to the bug report.

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  • Message 13 of 56

Re: Moto G5 Plus mutes me during calls

2017-10-14, 18:07 PM

AlphaDog,

 

Tom is not responding. May I PM you my bug report?

 

Bubba

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Re: Moto G5 Plus mutes me during calls

2017-10-14, 21:50 PM

wrote:

AlphaDog,

 

Tom is not responding. May I PM you my bug report?

 

Bubba


My apologies. I some how missed it. I'll get it escalated and get back to you ASAP. In the meantime did you try checking the mic in device help as @ suggested?

 

-Tom



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Re: Moto G5 Plus mutes me during calls

2017-10-15, 13:13 PM

Thanks, Tom.

 

Yes, I tried the mic check a few times in Device Help, after I generated the bug report.

 

So far I have not had the problem again.

 

I don't use my phone for calls that frequently. I'll let you know if I have the problem again.

 

Bubba

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Re: Moto G5 Plus mutes me during calls

2017-10-15, 13:15 PM

Looking forward to hearing what you find by looking through the bug report.

 

Thank You for your help.

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Re: Moto G5 Plus mutes me during calls

2017-10-16, 14:24 PM

wrote:

Thanks, Tom.

 

Yes, I tried the mic check a few times in Device Help, after I generated the bug report.

 

So far I have not had the problem again.

 

I don't use my phone for calls that frequently. I'll let you know if I have the problem again.

 

Bubba


Bubba,

 

So you're saying the issue isn't happening anymore? 

 

-Tom



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  • Message 18 of 56

Re: Moto G5 Plus mutes me during calls

2017-10-16, 19:52 PM

I'm saying that it doesn't happen on every call, I don't make that many phone calls, and I don't know if it's going to happen again or not.

 

If it doesn't happen for a few weeks or a month, I'd begin to believe it's fixed.

 

I'm hoping that something in the bug report will show what the problem is.

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  • Message 19 of 56

Re: Moto G5 Plus mutes me during calls

2017-10-16, 19:54 PM

I made the bug report right after the problem happened.

 

After that, I ran the Device Help mic check a few times.

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  • Message 20 of 56

Re: Moto G5 Plus mutes me during calls

2017-10-18, 14:13 PM

Tom,

 

The phone muted me again during a call yesterday, so the Device Help test did not fix the problem.

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  • Message 21 of 56

Re: Moto G5 Plus mutes me during calls

2017-10-26, 12:11 PM

Hi, Tom

 

Any news on the bug report?

 

Best,

Bubba

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