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Moto g8 plus_cannot hear caller when display goes to sleep.

2020-02-14, 18:02 PM
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Re: Moto g8 plus_cannot hear caller when display goes to sleep.

2020-02-14, 18:40 PM

Hi cealymac,

 

Does this happen to every call and if it is on both incoming and outgoing calls? What is the service provider/carrier of the phone? Have you tried calling on speakerphone? Please try calling using the speakerphone and let me know what you if it happens again. 

 

To Enable Safe Mode:
1. Press and hold the Power button until Power off comes up on the screen.
2. Touch and HOLD Power off on the screen until reboot to safe mode appears.

Best regards,
Zeke
Motorola Support

 

 


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  • Message 3 of 9

Re: Moto g8 plus_cannot hear caller when display goes to sleep.

2020-02-14, 21:16 PM

I use the speaker 90% of the time...it happens exactly when my display goes to sleep ( I have varied the timing ). If I 'wake" my phone and turn the speaker on and off  I will be able to again  hear the caller until the display goes back to sleep. It happens on both incoming and outgoing calls. The caller can always hear me. It seems that when I do a soft reset the first few call will be ok then the problem starts and continues until I do a soft reset again.  Today I did not use the speaker and the same thing happened, however the caller's voice was barely audible because of distortion and warbling. This now is also a concern.

My service provider is PUBLIC MOBILE, a Telus company.

 

 

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Re: Moto g8 plus_cannot hear caller when display goes to sleep.

2020-02-14, 21:35 PM

Hi cealymac,

 

Try clearing the phone's cache and app data by going to Settings > App and Notifications > Show all apps > phone > Storage > Clear Cache and Clear Storage. Please update your profile with your current phone, carrier, and IMEI -- this will help me investigate. Please make sure that the options under Settings > Motorola Privacy are on as well, and let me know (just reply here) if it's okay for me to look at your apps to see if they are a source of problems. We would also need your exact location.

Need help updating your profile? See here. https://forums.lenovo.com/t5/Forum-Feedback/Complete-your-forums-profile/td-p/3339943

 

Best regards,
Zeke
Motorola Support 


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  • Message 5 of 9

Re: Moto g8 plus_cannot hear caller when display goes to sleep.

2020-02-15, 0:31 AM

Update. I cleared the storage and cache.  Went into safe mode, received a call. The caller could hear me I could not hear the caller. I pressed speaker, we could hear each other...took speaker off and I could then hear the caller. This was all in safe mode so I would reason an app is not the problem. Would it be advisable to do a factory reset?

I just transfered everything over from my g4 to this phone,  using the same sim card.

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Re: Moto g8 plus_cannot hear caller when display goes to sleep.

2020-02-18, 15:23 PM

Hi cealymac,

 

We do not yet advised you to do a Factory Data reset yet. We would like to know if those calls were on VoLTE or VoWifi? We'll try to replicate the issue on our end. In the meantime, please update your profile with the IMEI.  

 

Best regards,
Zeke
Motorola Support


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Re: Moto g8 plus_cannot hear caller when display goes to sleep.

2020-02-19, 14:57 PM

Hi 

 

 


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  • Message 8 of 9

Re:Moto g8 plus_cannot hear caller when display goes to sleep.

2020-03-12, 14:01 PM

Exact same bug here on my Moto G8 Plus, french version. I noticed this bug for few weeks now. Only way to get rid of it seems to be a soft reset. But after a while the bug comes back. 

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  • Message 9 of 9

Re:Moto g8 plus_cannot hear caller when display goes to sleep.

2020-03-12, 17:36 PM

Hi greguti,

 

Just to confirm, doing a soft reset or reboot fixed the issue momentarily? How soon does the issue comes back after the soft reset? 

 

Best regards,
Zeke
Motorola Support


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