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11-07-2017

CA

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Moto X Play 7.1.1 update is causing echoing for people calling my phone.

2017-11-07, 16:06 PM

After my Moto X Play to 7.1.1 people calling me hear themselves echo back at them.  This happens both on normal and speaker phone.

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3948 Posts

12-01-2016

PH

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Re: Moto X Play 7.1.1 update is causing echoing for people calling my phone.

2017-11-07, 17:23 PM

Hi Mike_Ottawa,

 

Does it happen to all the calls?To all places? Are you using any protective case?

 

Try the following:


*Remove the protective case
*Power cycle the phone
*Check signal strength
*Verify if the issue only occurs in certain areas.
*Perform a Clear Cache

 

Let us know how it goes.

 

Regards,
Daisy
Motorola Support

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3 Posts

11-09-2017

CA

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Re: Moto X Play 7.1.1 update is causing echoing for people calling my phone.

2017-11-09, 4:40 AM

Hi Moto_Daisy,

 

I have the same issue, it seems like it started since I updated to 7.1.1 recently as Rogers in Canada just rolled out Nougat to the Moto X Play.

 

I've powered cycled, cleared cache, have no protective case, tested with and without a headset (and tested 3 headsets) and callers can always hear an echo no matter what location I'm in or they are in or if they have called me or I called them. Signal strength is excellent, I talked to my carrier (Rogers) and they did a network reset/refresh. I've tested my sim in another phone as well. The echo is worse with a headset, but also there without and only on the other end, I cannot hear it.

 

Thanks for the help, please advise if there is anything else to try or if this may be a bug.

Brad

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7 Posts

11-07-2017

CA

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Re: Moto X Play 7.1.1 update is causing echoing for people calling my phone.

2017-11-09, 20:21 PM

I've ttried all these options, and made sure my signal strength was full in different areas around the city and people calling me still hear a feedback echo.  This is really frustrating as just last week it was working fine, then it starts echoing right after the update.

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3948 Posts

12-01-2016

PH

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Re: Moto X Play 7.1.1 update is causing echoing for people calling my phone.

2017-11-14, 16:56 PM

Hi All,

 

Is this issue also occurring in Safe Mode?

 

Would you please update your profile with the serial/IMEI/MEID number of your phone? Is it okay if we look at your apps? This will help us investigate. Make sure that your Motorola Privacy is enabled.>Update your profile here


Regards,
Daisy
Moto Support

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7 Posts

11-07-2017

CA

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Re: Moto X Play 7.1.1 update is causing echoing for people calling my phone.

2017-11-15, 18:31 PM

I booted up in safe mode and there is still an echo.  I updated my profile with my IMEI number.

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3 Posts

11-09-2017

CA

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Re: Moto X Play 7.1.1 update is causing echoing for people calling my phone.

2017-11-15, 23:31 PM

I did a complete factory reset from recovery and no longer have this issue. It took a number of hours over the weekend to do this and set everything up again, but the phone was essentially unusable for voice calls. I've tested the last two days on numerous calls and there is no echo. Bonus to the factory reset is the phone is working much better overall and is certainly faster. If anyone is going to do this be sure that you have everything backed up though.

 

Thank you

Brad

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7 Posts

11-07-2017

CA

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Re: Moto X Play 7.1.1 update is causing echoing for people calling my phone.

2017-11-16, 6:37 AM
I'll try a factory reset this weekend when I don't need my phone for a few hours then, I'll post if it fixes it or not. I assume a factory reset will be to the new 7.1.1, or will I have to redownload it and reinstall 7.1.1
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3948 Posts

12-01-2016

PH

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  • Message 9 of 15

Re: Moto X Play 7.1.1 update is causing echoing for people calling my phone.

2017-11-16, 18:09 PM

Hi Mike_Ottawa,

 

We ran a diagnostic on using your IMEI. So far, we have not seen any issue that is caused by the phone.

Just some tips, we have seen that over the last 2 weeks, the device has not been power cycled at least once within a 48 hour period.It is recommended that you power cycle your device at least once every 24 hours. Power cycling a device will clear its memory, empty its cache and release any AP (app processor) stuck situations, improving its overall performance. Also, your internal storage is running low. It is recommended to have at least 15% of internal storage free.

 
Let us know how it goes once done with Factory reset.
 

Regards,
Daisy
Moto Support
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3 Posts

11-09-2017

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  • Message 10 of 15

Re: Moto X Play 7.1.1 update is causing echoing for people calling my phone.

2017-11-16, 21:08 PM

Yes, the factory reset will keep you on 7.1.1, it'll just ensure any issues that may have been from upgrades over time should no longer be present. Hope it goes well and you also see an nice improvement in overall performance. Make sure you back up your pictures, etc that aren't saved elsewhere and if you want to backup your text message and phone calls I used SMS Backup & Restore, it worked great.

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