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9 Posts

09-27-2016

SG

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  • Message 1 of 12

VPN on G6 Plus does not work

2019-01-17, 9:02 AM

So I have the G6 Plus and it functions fine. However, when I add a VPN (either PPTP or L2TP), it connects for maybe 5 seconds before disconnecting. A Samsung S7 to the same VPN works perfectly fine.

 

What's going on Moto?

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5996 Posts

12-04-2017

IN

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Re: VPN on G6 Plus does not work

2019-01-22, 17:59 PM

 wrote:

So I have the G6 Plus and it functions fine. However, when I add a VPN (either PPTP or L2TP), it connects for maybe 5 seconds before disconnecting. A Samsung S7 to the same VPN works perfectly fine.

 

What's going on Moto?


Hi cwyap,

 

We want to look further into this, if you can update your profile with the IMEI of your device, this can help us investigate and see what's causing the disconnect. Also, kindly send a Bug Report regarding this. Bug Report will collect information about your current device state.

Here's how:
Note: Capture the report right after the issue happened.

1. Go to Settings -> About Phone -> Tap on Build number 7 times on the build number to go into 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. Enable Settings -> Developer options -> Enable Wi-Fi Verbose Logging > Toggle On
6. 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.
7. Wait for some time until the Bug Report is collected. It takes around 3 to 4 minutes to collect the Bug Report.
8. Then upload the Bug Report to your personal Google Drive and then share the link to the Bug Report on the forums in a reply or via a private message.
9. 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.

 

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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9 Posts

09-27-2016

SG

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  • Posts: 9
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  • Message 3 of 12

Re: VPN on G6 Plus does not work

2019-01-24, 3:03 AM
Sorry Agent Swaraj,

I mistakenly signed in with my work email when posting this question. I am going to sign out and re-sign in with my private email to continue below this post. I will reply to you there.

cwyap
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19 Posts

01-24-2019

SG

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  • Message 4 of 12

Re: VPN on G6 Plus does not work

2019-01-24, 3:10 AM

Hello Swaraj,

 

This is my private account. With regards to registering the Moto g6 plus using the serial number or IMEI in the devices that I own, it is not successful. The system gives an error and says unable to retrieve device information. I have attached a photo below:

 

 

 

 

 

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5996 Posts

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  • Message 5 of 12

Re: VPN on G6 Plus does not work

2019-01-24, 14:15 PM

Hi veloblur,

 

Thanks for confirming and keeping us posted about it. Regarding VPN not working, were you able to capture the Bug Report?

 

For your other questions—thanks for sharing the screenshot, could you also share us the link you are trying to register with? Also, the place of purchase of your device and please update your profile with the IMEI number of your phone as requested earlier? 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? This is will help us investigate further.

 

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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19 Posts

01-24-2019

SG

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  • Message 6 of 12

Unable to add to My Stuff

2019-01-25, 3:00 AM

Hi Swaraj,

 

I tried to add a device here: https://motorola-global-portal.custhelp.com/app/mcp%2Fmy_devices

 

Yes I have taken a bug report. It says that it contains confidential information. How do I share it with you without posting it in this forum?

 

Regards,

veloblur

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19 Posts

01-24-2019

SG

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  • Message 7 of 12

Re: VPN on G6 Plus does not work

2019-01-25, 3:06 AM
Ok profile updated.
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5996 Posts

12-04-2017

IN

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  • Message 8 of 12

Re: VPN on G6 Plus does not work

2019-01-25, 14:23 PM

 wrote:
Ok profile updated.

Hi veloblur,

 

Thank you for updating your profile and sharing us the link. For the Bug Report, please share us via Private Message.

 

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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19 Posts

01-24-2019

SG

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  • Posts: 19
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  • Message 9 of 12

Re: VPN on G6 Plus does not work

2019-01-26, 2:40 AM

OK sent private message to you. 

 

veloblur

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5996 Posts

12-04-2017

IN

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  • Posts: 5996
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  • Message 10 of 12

Re: VPN on G6 Plus does not work

2019-01-31, 8:36 AM

 wrote:

OK sent private message to you. 

 

veloblur


Hi veloblur,

 

Thank you for sharing us the Bug Report, I have received and escalated the same to our engineer team for further investigation. We will keep you posted once we have more information.

 

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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