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10 Posts

12-20-2018

DE

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Several issues Moto G5S

2018-12-20, 8:26 AM

Hi all. I hope you are all doing good. Maybe you can help me with a problem I have for some days now.

 

For no reason (I did not install anything new) I got some issues with my G5S. It started showing by telling me that "Instagram stopped working". Over the course of severeal hours /days this expanded to other apps (a wine app, a travel app, ...). I also can't download podcasts anymore (even though it says something like "waiting for network" when trying to download). And when trying to update apps, some update and some don't.

 

Rebooting did not help. I figured, it might be a problem with my added SD card. I ejected and re-inserted it, but that did not fix anything either. Though, I can look at the pictures I prior took, so I'm not really sure, if this is a memory card problem...

 

So, I'm kind of clueless at the moment. Does any of guys maybe have a tip or an idea?

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1044 Posts

10-08-2015

IN

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Re: Several issues Moto G5S

2018-12-20, 13:30 PM

Hi Moto-user1,

 

Welcome to Forums,

 

Sorry for the inconvenience caused. Request you to check these below checkpoints & let us know.

 

1. Please check Instagram, Wine app & Travel apps are updated. 

 

2. Clear the cache and data of Instagram app, here are the steps tap on Settings>>Apps & notifications>>App info>>Instagram>>Storage>>Clear data.

 

3. Go to Settings>> Apps  & notifications>> Google Play Store >>Storage>>Clear the data. Re-intall the apps.

 

4. Tap on Settings>>System>>Reset options>>Reset app preferences>>Reset apps.

 

Thanks & Regards
Nikh
Lenovo-Moto Support

 

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10 Posts

12-20-2018

DE

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Re: Several issues Moto G5S

2018-12-21, 10:18 AM

Hi Nikh,

 

thank you for your response.

 

I tried everything you outlined, but it just won't do anything. E.g. when i press on "clear cache" just nothing happens. Only the google play store cache successfully cleared (which is the only app installed on internal memory, all other apps that won't do a thing a on the SD card).

 

In my original post I also forgot to mention that I also can't take photos anymore (even though I still can browse through all my old ones).

 

Maybe I should just switch my old SD card for a new one?

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1044 Posts

10-08-2015

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  • Message 4 of 11

Re: Several issues Moto G5S

2018-12-21, 15:36 PM

 wrote:

Hi Nikh,

 

thank you for your response.

 

I tried everything you outlined, but it just won't do anything. E.g. when i press on "clear cache" just nothing happens. Only the google play store cache successfully cleared (which is the only app installed on internal memory, all other apps that won't do a thing a on the SD card).

 

In my original post I also forgot to mention that I also can't take photos anymore (even though I still can browse through all my old ones).

 

Maybe I should just switch my old SD card for a new one?


Hi Moto-user1,

 

Thank you for trying provided checkpoints. We request update your profile with the IMEI number of your phone. Is it okay if we look into your apps to determine what is causing the issue? This will help us investigate. Make sure that your Motorola Privacy is enabled. 

If you need a reference in updating your profile, please click this link. https://forums.lenovo.com/t5/Forum-Feedback/Complete-your-forums-profile/td-p/3339943

 

Thanks & Regards
Nikh
Lenovo-Moto Support

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10 Posts

12-20-2018

DE

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  • Message 5 of 11

Re: Several issues Moto G5S

2018-12-21, 15:58 PM

I updated my profile with the IMEI of slot 1, though I cannot enter the IMEI of slot 2. You need that too?

 

Also, I'm not quite sure what you mean with privacy enabled, sorry...

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  • Message 6 of 11

Re: Several issues Moto G5S

2018-12-28, 8:08 AM

 wrote:

I updated my profile with the IMEI of slot 1, though I cannot enter the IMEI of slot 2. You need that too?

 

Also, I'm not quite sure what you mean with privacy enabled, sorry...


Hi Moto-user1,

 

Sorry for the delay in response. The Motorola Privacy Policy, we collect essential information to keep your software up to date, however, you can control additional information shared with us. 

 

We use standard technical and organizational measures when we transmit information from Lenovo Products to our servers, when we store data and when we share data with third parties. For example, we use encryption when transmitting sensitive information to keep your information secure. When sharing your information with third parties, we will take reasonable and appropriate steps to ensure that such parties protect and use your information responsibly.

 

So that we could check if any third-party apps are causing the issue. 

 

To enable the Motorola Privacy, tap on Settings>>System>>Motorola privacy>>Help improve Motorola products>>Toggle on.

 

Thanks & Regards
Nikh
Lenovo-Moto Support

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10 Posts

12-20-2018

DE

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  • Message 7 of 11

Re: Several issues Moto G5S

2018-12-29, 11:33 AM

Thank you for your response. Now Privacy Mode is enabled and IMEI number is to be found in the profile.

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5988 Posts

12-04-2017

IN

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Re: Several issues Moto G5S

2019-01-02, 16:10 PM

 wrote:

Thank you for your response. Now Privacy Mode is enabled and IMEI number is to be found in the profile.


Hi Moto-user1,

 

Thank you for updating your profile and enabling 'Moto Privacy'. Unfortunately, we are not able to pull any information. Could you try enabling and disabling again? We will take a look again after 24-48 hours.

 

Regards,

Swaraj

Moto Support

If you need a reference in updating your profile, please click this link. https://forums.lenovo.com/t5/Forum-Feedback/Complete-your-forums-profile/td-p/3339943
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10 Posts

12-20-2018

DE

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  • Message 9 of 11

Re: Several issues Moto G5S

2019-01-02, 18:09 PM

Disabled and re-enabled.

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5988 Posts

12-04-2017

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  • Message 10 of 11

Re: Several issues Moto G5S

2019-01-04, 17:41 PM

 wrote:

Disabled and re-enabled.


Thanks, will take a look. Could you confirm —how is the SD card formatted? If it's internal and you can't take pictures anymore, possible that you have a corrupted card (which may also be the reason why your apps are crashing).

 

Regards,

Swaraj

Moto Support

If you need a reference in updating your profile, please click this link. https://forums.lenovo.com/t5/Forum-Feedback/Complete-your-forums-profile/td-p/3339943
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