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3 Posts

02-23-2019

GB

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During Call - Phone will mute itself.

2019-02-23, 13:10 PM

This is happening with all 3 of our Moto G6 Play phones (UK SIM FREE - unlocked), puchased at different  times and from difrent locations.

 

  • Build: OPPS27.91-143-2
  • Security patch version: 1 Nov 2018
  • Base Band: M8937_24.28.05.72R JETER_EMEA_CUST
  • Kernel: 3.18.71-perf-gfe6c1e8

 

On answering the phone, the phone will intermittently mute the microphone and the 3rd party can no longer hear you. Then they put the phone down. Rendering the Moto 6 Play useless.


It seems to be linked to when the screen is turned off as you put the phone to your face, this seems to be a possible trigger.

Ending the call and establishing a new call is required. Also, taking the phone away from your face and waiting for the screen to activate / illuminate, then pressing the mute button twice, can sometimes result in un-muting the call.

 

This does not always work however.

 

The phone is not fit for purpose and should be recalled from sale / or an emergency patch needs to be deployed globally.`

  

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332 Posts

02-11-2019

PH

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Re: During Call - Phone will mute itself.

2019-03-01, 14:56 PM

Hi Moto-User-,

 

Thanks for reaching out. I know how frustrating this must be, allow us to check this. What are the troubleshooting steps that you have done so far? Does it happen to both incoming and outgoing calls? Also, please check if the devices' software is up to date.

 

Let me know.

 

Regards,
May
Moto Support

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1 Posts

04-11-2019

GB

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  • Message 3 of 16

Re: During Call - Phone will mute itself.

2019-04-11, 2:44 AM
Hi
I have exactly the same problem. It mutes the mic when I have the phone near my ear. I suspect that it thinks the phone is away from my head and makes all the tiles active. So when my ear /cheek get too near the mute mic button,it mutes the phone. The problem then is that the phone has locked itself and I have to go through the unlock process, by which time the caller thinks I can't hear them and hangs up on the call.
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5988 Posts

12-04-2017

IN

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  • Message 4 of 16

Re: During Call - Phone will mute itself.

2019-04-12, 11:07 AM

 wrote:
Hi
I have exactly the same problem. It mutes the mic when I have the phone near my ear. I suspect that it thinks the phone is away from my head and makes all the tiles active. So when my ear /cheek get too near the mute mic button,it mutes the phone. The problem then is that the phone has locked itself and I have to go through the unlock process, by which time the caller thinks I can't hear them and hangs up on the call.

Hi Timeman,

 

Thanks for reporting, sorry to learn about that. This is odd—may I know from when are you experiencing and how frequently do you notice this? Try performing clear cache/data on the 'Phone' app and let us know how it goes? As asked earlier—do you notice this both on Incoming/Outgoing?

 

Regards,
Swaraj

Motorola 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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1 Posts

05-10-2019

GB

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  • Message 5 of 16

Re: During Call - Phone will mute itself.

2019-05-10, 11:00 AM

I get the same issue, during a phone call when phone touches my face it goes on mute.

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5988 Posts

12-04-2017

IN

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  • Message 6 of 16

Re: During Call - Phone will mute itself.

2019-05-21, 13:26 PM

 wrote:

I get the same issue, during a phone call when phone touches my face it goes on mute.


Hi!

 

Sorry about the delay, are you still having the issue with your device? Could you confirm if the mute option gets clicked while you pick up your phone near ear?

 

-Swaraj

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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1 Posts

03-03-2019

GB

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  • Message 7 of 16

Re: During Call - Phone will mute itself.

2019-06-01, 20:04 PM

Since the update to Pie, my G6 has also been randomly putting itself onto mute during the call.  When I pull the phone away from my ear I can see that the phone screen has changed away from the dialer, this must be an issue with the proximity sensor not detecting when it is against the ear.

 

Will a fix be deployed anytime soon?  If not, is it possible to revert to Oreo?

 

Thanks.

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1 Posts

07-22-2019

US

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  • Message 8 of 16

Re: During Call - Phone will mute itself.

2019-07-22, 20:40 PM

I'm having the same problem.  Phone mutes itself at the beginning of a call, pushing "unmute" doesn't fix the problem.  Have to reboot the phone to make a call!

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1 Posts

02-14-2020

US

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  • Message 9 of 16

Re: During Call - Phone will mute itself.

2020-02-13, 23:47 PM

I am not seeing any answers. I am ready to chuck this thing in to a river and get a Samsung! Any ideas?

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1483 Posts

04-04-2018

IN

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  • Message 10 of 16

Re: During Call - Phone will mute itself.

2020-02-14, 5:58 AM

 wrote:

I am not seeing any answers. I am ready to chuck this thing in to a river and get a Samsung! Any ideas?


Hi Timpsheehan213,

 

Could you please elaborate on your concern for further assistance? Is your device also getting mute itself during phone calls? Kindly confirm.

 

Regards,

Suman



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