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G6 headphone jack not working

2018-06-07, 17:56 PM

I bought it yesterday. Tried to listen through headphones, but it's blank. No sound at all. Same headset works with other phones and laptop. Including g5, g5 plus, great plus. Should I go for replacement or ? 

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Re: G6 headphone jack not working

2018-06-07, 21:44 PM

Hi SanjayManegar,

 

Sorry to know about that. I just want to confirm, are you using the original earphone of the device? Have you tried testing different earphones to see if it will work? Also, we can do a hardware test for headset, just go to Device Help app > Fix > Test Hardware > Headset. Let me know how it goes. Thanks.

 

Best regards,
Rich
Motorola Support



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Re: G6 headphone jack not working

2018-06-08, 0:36 AM

Hi Rich,

 

Yea, I used original as well as other earphones. 

As far as Hardware Test, I can see the Audio Connection change = Passed. But Headset and Microphone = Failed

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Re: G6 headphone jack not working

2018-06-08, 9:18 AM

 wrote:

Hi Rich,

 

Yea, I used original as well as other earphones. 

As far as Hardware Test, I can see the Audio Connection change = Passed. But Headset and Microphone = Failed


Hi, SanjayManegar

 

Thank you for testing, sorry for the inconvenience this may have caused. If you have already tested with different headsets and the device help app with no result, it looks like there is a glitch with the jack itself for which the next option would be service/repair/replacement.

 

Regards,
Swaraj

Motorola Support

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06-08-2018

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Re: G6 headphone jack not working

2018-06-08, 13:01 PM

I had the same issue had to plug in and unplug my headphones several times before they started working, mine seems ok now though.

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Re: G6 headphone jack not working

2018-06-08, 15:54 PM

Hi SanjayManegar,

 

I agree with Swaraj the phone may need a replacement. Can you please update your profile with current phone, carrier and serial number -- this will help me investigate. Please make sure that the options under Settings > Motorola Privacy are on as well.

Need help updating your profile? See here.  Thanks.

 

Best regards,
Rich
Motorola Support



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Re: G6 headphone jack not working

2018-06-08, 16:31 PM

Hello, I've updated my profile now. 

Just to add a point, as other user mentioned, after multiple attempts, now it's working for only Moto Earphones and not with any other working Earphones. 

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Re: G6 headphone jack not working

2018-06-08, 21:10 PM

Hi  SanjayManegar,

 

Thanks for confirming. I'm glad that it worked somehow. Let us know if you need further assistance. Thanks.

 

Best regards,
Rich
Motorola Support

 

 



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Re: G6 headphone jack not working

2018-06-09, 0:22 AM

Right now it's specific to Moto Earphones only. How about for others? 

 

  1. Is this a glitch? Should I go for replacement??
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Re: G6 headphone jack not working

2018-06-11, 11:43 AM

 wrote:

Right now it's specific to Moto Earphones only. How about for others? 

 

  1. Is this a glitch? Should I go for replacement??

Hi SanjayManegar,

 

That's odd, could you give us more info about other headphones you have tested? Are they wired or wireless? Does it connect or fluctuate? If the headphone in the box is working fine, I think it rules out the issue with the jack. 

 

Thanks,

Swaraj

Moto support

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