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5 Posts

01-29-2019

United Kingdom of Great Britain and Northern Ireland

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  • Message 1 of 6

Moto g6 play microphone stopped

2019-01-29, 22:20 PM

Hi, hopefully get some help here. 

My when I make calls no one can hear me even if I put the phone onto loud speaker.

Strangely the Google assistant can hear me perfectly. 

I hope someone can help.me out here as it's really frustrating and I have only had the phone a couple of months 

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1045 Posts

10-08-2015

India

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  • Message 2 of 6

Re: Moto g6 play microphone stopped

2019-01-30, 10:03 AM

 wrote:

Hi, hopefully get some help here. 

My when I make calls no one can hear me even if I put the phone onto loud speaker.

Strangely the Google assistant can hear me perfectly. 

I hope someone can help.me out here as it's really frustrating and I have only had the phone a couple of months 


Hi BrettCooper,

 

Welcome to Forums,

 

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

 

1. Go to Moto Help>>Hardware test>>Microphone>>Ok. (Check the result)

 

2. Does your phone has any phone cover, panel? if so please remove and check.

 

3. Please check is there any lint inside the microphone hole. (Using a soft-bristled toothbrush, brush the speaker ports. This gentle motion should clean grime and gunk off the Mic.)

 

4. Check with different callers & SIM cards, locations.

 

5. Check with headphones.

 

Thanks & Regards
Nikh
Lenovo-Moto Support

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5 Posts

01-29-2019

United Kingdom of Great Britain and Northern Ireland

9 Signins

71 Page Views

  • Posts: 5
  • Registered: ‎01-29-2019
  • Location: United Kingdom of Great Britain and Northern Ireland
  • Views: 71
  • Message 3 of 6

Re: Moto g6 play microphone stopped

2019-01-30, 10:31 AM

Hi, I have done all of the above and it works only with headphones attached.

It also works with Google assistant vocal command and audio text entry 

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5 Posts

01-29-2019

United Kingdom of Great Britain and Northern Ireland

9 Signins

71 Page Views

  • Posts: 5
  • Registered: ‎01-29-2019
  • Location: United Kingdom of Great Britain and Northern Ireland
  • Views: 71
  • Message 4 of 6

Re: Moto g6 play microphone stopped

2019-01-31, 10:52 AM

Can you please tell me how i can get this issue resolved as i have no way of speaking with my customers at the moment.

Thanks

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1045 Posts

10-08-2015

India

1597 Signins

33668 Page Views

  • Posts: 1045
  • Registered: ‎10-08-2015
  • Location: India
  • Views: 33668
  • Message 5 of 6

Re: Moto g6 play microphone stopped

2019-02-01, 6:55 AM

 wrote:

Can you please tell me how i can get this issue resolved as i have no way of speaking with my customers at the moment.

Thanks


Hi BrettCooper,

 

Thank you for trying provided checkpoints. Since you have tried all possible basic troubleshooting steps then the next options would be performing a Factory Data Reset and if you still find an issue, submitting your phone for repair would be the next logical action.

 

Click here for Moto G6 Play phone Factory Data Reset.

 

Thanks & Regards
Nikh
Lenovo-Moto Support   

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5 Posts

01-29-2019

United Kingdom of Great Britain and Northern Ireland

9 Signins

71 Page Views

  • Posts: 5
  • Registered: ‎01-29-2019
  • Location: United Kingdom of Great Britain and Northern Ireland
  • Views: 71
  • Message 6 of 6

Re: Moto g6 play microphone stopped

2019-02-01, 7:17 AM

I have performed s factory reset and it has not been successful.

I have found that if I record video the file on playback has perfect audio.

Video calls do not have any sound 

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