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08-06-2019

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Help please - Moto G6 shuts down randomly

2019-08-06, 1:03 AM

Verizon has replaced my G6 twice under warranty but the problem persists.  It began a few weeks ago after the update to Android Pie.  I have done the battery calibration and factory reset described in other threads that have similar problems, but nothing has worked.  Sometimes the phone sleeps and wakes normally; other times it shuts down completely.  This happens multiple times a day.  Please help.

 

 

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24 Posts

12-09-2015

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Re: Help please - Moto G6 shuts down randomly

2019-08-06, 1:12 AM

Sounds like an app is causing issues.  If you use safe mode for awhile does it happen?

 

Regards

 

Jason 

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  • Message 3 of 19

Re: Help please - Moto G6 shuts down randomly

2019-08-06, 2:04 AM

I tried safe mode over the past weekend and it happened again.  I had removed all 3rd party apps on the second phone and it happened then as well. 

 

I know it seems unlikely to be a hardware problem with three consecutive phones, but Verizon has given me refurbs as replacements not new ones, so it's possible they were already problematic.  I was hoping for a simple solution like an app but it's bare bones right now. 

 

 

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5988 Posts

12-04-2017

IN

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  • Message 4 of 19

Re: Help please - Moto G6 shuts down randomly

2019-08-06, 11:33 AM

 wrote:

I tried safe mode over the past weekend and it happened again.  I had removed all 3rd party apps on the second phone and it happened then as well.  The only apps currently installed on this (3rd) phone are the stock Moto / Verizon apps and the Google apps (google, gmail, contacts.)  I had the first phone for a year with many more apps and it functioned just fine; I've been having problems only since the Pie update. 

 

I know it seems unlikely to be a hardware problem with three consecutive phones, but Verizon has given me refurbs as replacements not new ones, so it's possible they were already problematic.  I was hoping for a simple solution like an app but it's bare bones right now. 

 

 


Hi WillS1,

Sorry to learn about that. We have your device IMEI on the file-- 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. Settings > Systems > Motorola Privacy > Enable.


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

 

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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Re: Help please - Moto G6 shuts down randomly

2019-08-06, 17:21 PM

Thank you Swaraj.  The privacy settings are enabled.  Please let me know what you find.

 

Also, here is something very odd that just happened which may be related.  I was talking on the phone and held it out so I could check a text message.  The screen remained dark and I could not get it to turn back on.  However the phone call remained active!  When I finished the call the screen was still dark and the phone would not turn on until I long-pressed the power button to force a restart.

 

When I restarted the phone I made another call and this time I was able to check messages at the same time. 

 

Maybe the problem is something with the display, the proximity sensor, or the sleep settings on the phone?

 

I look forward to learning what you find out.

 

 

 

 

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Re: Help please - Moto G6 shuts down randomly

2019-08-07, 14:29 PM

Hi WillS1,

 

Thank you for reverting, may I know if you have a case cover/screen protector on your device? If yes, can you try to remove the case and screen protector to see if that makes any difference?

 

Regards,

Swaraj

Motorola Support 

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201 Posts

03-28-2019

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  • Message 7 of 19

Re: Help please - Moto G6 shuts down randomly

2019-08-07, 15:17 PM

I doubt the screen cover or phone case or screen blackening is causing the phone to shut off though. Perhaps multiple issues.


~us retail g6~no lifeguard on duty
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  • Message 8 of 19

Re: Help please - Moto G6 shuts down randomly

2019-08-08, 2:26 AM
It has happened with the case on and off. It just happened again - I was talking on the phone and it was totally unresponsive when I finished the call.

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  • Message 9 of 19

Re: Help please - Moto G6 shuts down randomly

2019-08-08, 14:29 PM

 wrote:
It has happened with the case on and off. It just happened again - I was talking on the phone and it was totally unresponsive when I finished the call.


Hi WillS1,

 

Thank you for reverting, this is odd. Let us try installing Files Go app > Clean the Cache/Data on file > force reboot and observe. Could you also confirm if you have tried performing Factory Data Reset without restoring any apps to see if that makes any difference?

 

Let us know how it goes?

 

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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08-08-2019

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  • Message 10 of 19

moto g6 shuts down after pie update

2019-08-08, 15:28 PM

My 9 month old moto g6 shuts down after the pie update.  I find it happens more often after unplugging from the charger.  I have to hold down the power button for a while to get the phone to start again.  

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