06-07-2018 10:56 AM
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 ?
06-07-2018 02:44 PM
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.
06-08-2018 02:18 AM
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
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.
06-08-2018 08:54 AM
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.
06-08-2018 09:31 AM
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.
06-11-2018 04:43 AM
Right now it's specific to Moto Earphones only. How about for others?
- Is this a glitch? Should I go for replacement??
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.