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SanjayManegar
Blue Screen Again
Posts: 6
Registered: ‎06-07-2018
Location: IN
Views: 14,720
Message 1 of 75

G6 headphone jack not working

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 ? 

Senior MotoAgent
Senior MotoAgent
Posts: 4,104
Registered: ‎03-05-2018
Location: US
Views: 14,332
Message 2 of 75

Re: G6 headphone jack not working

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

SanjayManegar
Blue Screen Again
Posts: 6
Registered: ‎06-07-2018
Location: IN
Views: 14,318
Message 3 of 75

Re: G6 headphone jack not working

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

Senior MotoAgent
Senior MotoAgent
Posts: 4,346
Registered: ‎12-04-2017
Location: IN
Views: 14,290
Message 4 of 75

Re: G6 headphone jack not working


@SanjayManegar 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

gazzak
Punch Card
Posts: 32
Registered: ‎06-08-2018
Location: GB
Views: 14,281
Message 5 of 75

Re: G6 headphone jack not working

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

Senior MotoAgent
Senior MotoAgent
Posts: 4,104
Registered: ‎03-05-2018
Location: US
Views: 14,253
Message 6 of 75

Re: G6 headphone jack not working

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

SanjayManegar
Blue Screen Again
Posts: 6
Registered: ‎06-07-2018
Location: IN
Views: 14,247
Message 7 of 75

Re: G6 headphone jack not working

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. 

Senior MotoAgent
Senior MotoAgent
Posts: 4,104
Registered: ‎03-05-2018
Location: US
Views: 14,230
Message 8 of 75

Re: G6 headphone jack not working

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

 

 

SanjayManegar
Blue Screen Again
Posts: 6
Registered: ‎06-07-2018
Location: IN
Views: 14,222
Message 9 of 75

Re: G6 headphone jack not working

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

 

  1. Is this a glitch? Should I go for replacement??
Senior MotoAgent
Senior MotoAgent
Posts: 4,346
Registered: ‎12-04-2017
Location: IN
Views: 14,143
Message 10 of 75

Re: G6 headphone jack not working


@SanjayManegar 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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