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mknopfler
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Posts: 5
Registered: ‎12-06-2018
Location: ES
Views: 768
Message 1 of 9

Moto g6 Play screen bug

I need the last patch of security in October to solve screen problems. Attached video to clarify the explanation.
Thank you.

https://www.youtube.com/watch?v=siNIiqE5-zQ

Senior MotoAgent
Senior MotoAgent
Posts: 4,346
Registered: ‎12-04-2017
Location: IN
Views: 739
Message 2 of 9

Re: Moto g6 Play screen bug

Hi mknopfler,

 

Thanks for reporting and sharing us the video. This is odd. Let me look into this. Just to narrow down, could you confirm if you are using any Screen protector/Cover on your device? If yes, try removing it and observe.

 

Also, if we can test in Safe Mode to see if this is an app issue? To go into Safe Mode, press the physical power key, then press and hold the pop-up " Power off" key until the Safe Mode instructions pop up. Reboot your device to get back to the 'Normal Mode'.

 

Kindly update your profile with the IMEI number of your phone? Is it okay if we look into your apps to determine what is causing the issue? This will help us investigate. Make sure that your Motorola Privacy is enabled.

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

 

Regards,

Swaraj

Moto Support

mknopfler
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Posts: 5
Registered: ‎12-06-2018
Location: ES
Views: 703
Message 3 of 9

Re: Moto g6 Play screen bug

I try in safe mode and the scree bug continues. I just updated my profile with  IMEI.

Watch the video and send me the last updated.

https://www.youtube.com/watch?v=2Ynk47PwFl0

 

Thank you.

Senior MotoAgent
Senior MotoAgent
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Location: IN
Views: 693
Message 4 of 9

Re: Moto g6 Play screen bug


@mknopfler wrote:

I try in safe mode and the scree bug continues. I just updated my profile with  IMEI.

Watch the video and send me the last updated.

https://www.youtube.com/watch?v=2Ynk47PwFl0

 

Thank you.


Hi mknopfler,

 

Thanks for testing in Safe Mode and updating your profile, but could you confirm if you are using any case or cover on your device. If yes, kindly remove and test again. If the issue persists you can try performing Factory Data Reset without restoring any apps to see if it helps. If not, having your device sent for Repair/Service would be the next logical option. 

 

Regards,

Swaraj

Moto Support

mknopfler
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Posts: 5
Registered: ‎12-06-2018
Location: ES
Views: 682
Message 5 of 9

Re: Moto g6 Play screen bug

No cover, no case and try again reset factory mode. The problem persists.

 

The next logical option is that you send me the last security patch. I have " 1 September 2018 security patch" and compilation numer 

"OPP27.91-143", when there are a newer patch security and compilation. Send the movil to service is the last option.

 

I need this patch!!!!

OCTOBER 2018 SECURITY PATCH FOR MOTO G6 PLAY – BUILD OCP27.91-150

 

https://www.youtube.com/watch?v=6d4YS33_y6s

 

 

mknopfler
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Posts: 5
Registered: ‎12-06-2018
Location: ES
Views: 620
Message 6 of 9

Re: Moto g6 Play screen bug

I'm still waiting for a solution.

Moto Sr Moderator
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Message 7 of 9

Re: Moto g6 Play screen bug


@mknopfler wrote:

No cover, no case and try again reset factory mode. The problem persists.

 

The next logical option is that you send me the last security patch. I have " 1 September 2018 security patch" and compilation numer 

"OPP27.91-143", when there are a newer patch security and compilation. Send the movil to service is the last option.

 

I need this patch!!!!

OCTOBER 2018 SECURITY PATCH FOR MOTO G6 PLAY – BUILD OCP27.91-150

 

https://www.youtube.com/watch?v=6d4YS33_y6s

 

 


If the patch you want was OTA'd to your phone (and all the others in your region) then it would be there.  If it wasn't released yet, it's unlikely that the lack of that patch is the cause of your problem.  

 

Has your phone been modded in any way?

mknopfler
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Registered: ‎12-06-2018
Location: ES
Views: 607
Message 8 of 9

Re: Moto g6 Play screen bug

No modification has been made. It was purchased at the Lenovo store a month ago and is with the official firmware.

Senior MotoAgent
Senior MotoAgent
Posts: 4,346
Registered: ‎12-04-2017
Location: IN
Views: 556
Message 9 of 9

Re: Moto g6 Play screen bug


@mknopfler wrote:

No modification has been made. It was purchased at the Lenovo store a month ago and is with the official firmware.


Hi mknopfler,

 

This looks more like device specific issue to me, please have your device sent for Service/Repair for further assistance. 

 

Regards,

Swaraj

Moto Support

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