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01-19-2018

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moto action display approach not working after oreo update

2018-01-19, 3:49 AM

I have already reset my phone and confirmed the action display is on. I can't find any information on this and can't believe i would be the only one having this issue. any help would be appreciated.

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3949 Posts

12-01-2016

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Re: moto action display approach not working after oreo update

2018-01-19, 16:59 PM

Hi TeriBF,

 

May we know if you have an Android One or Retail X4? For now, you can test your phone in Safe Mode.

 

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, 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.

Need help updating your profile? See here.

Regards,
Daisy
Moto Support

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  • Message 3 of 19

Re: moto action display approach not working after oreo update

2018-01-20, 20:21 PM

thanks for your reply daisy, my phone is a moto x4 purchased through google with oreo update and android one. it would seem that for some reason the approach doesn't work all the time. its intermittent. the only thing thats changed recently is getting oreo and regular app updates. my husbands phone does the same thing, he has the same model/OS as I do and not all the same apps i do. when its not working, i can pick up the phone and the screen will wake up which i know google has implemented in the last update. this happens with moto display enabled. i also have shake twice to turn on flash light and blue light night mode enabled and the rest of the options are off. i tried this in safe mode like you instructed and its doing the same thing. you can have a look at my apps and such. any help is appreciated.

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Re: moto action display approach not working after oreo update

2018-01-22, 22:33 PM

wrote:

thanks for your reply daisy, my phone is a moto x4 purchased through google with oreo update and android one. it would seem that for some reason the approach doesn't work all the time. its intermittent. the only thing thats changed recently is getting oreo and regular app updates. my husbands phone does the same thing, he has the same model/OS as I do and not all the same apps i do. when its not working, i can pick up the phone and the screen will wake up which i know google has implemented in the last update. this happens with moto display enabled. i also have shake twice to turn on flash light and blue light night mode enabled and the rest of the options are off. i tried this in safe mode like you instructed and its doing the same thing. you can have a look at my apps and such. any help is appreciated.


We can't duplicate this issue on our X4 phones.  Is the moto action display approach enabled before the Oreo update? And by the way, how did you do the "reset"?  

 


Regards,
Daisy
Moto Support

 

 

 

 

 

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  • Message 5 of 19

Re: moto action display approach not working after oreo update

2018-01-22, 23:29 PM

I did the reset under the options - system - reset

and the option was enabled before doing said reset and before the update

is it possible something is interfereing with the sensors? it happens in various parts of my house for whatever reason, near my computer it doesn't work but if i move 10 feet away it does. all the while if i pick it up the screen will wake up. its so weird. i really am not making this up lol

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  • Message 6 of 19

Re: moto action display approach not working after oreo update

2018-01-23, 16:04 PM

wrote:

I did the reset under the options - system - reset

and the option was enabled before doing said reset and before the update

is it possible something is interfereing with the sensors? it happens in various parts of my house for whatever reason, near my computer it doesn't work but if i move 10 feet away it does. all the while if i pick it up the screen will wake up. its so weird. i really am not making this up lol


That's weird. We need your help to be able to determine the cause of your issue. We will be needing a Bug report when it worked and when it failed.

 

 

Here are the steps:

1.Go to Settings ->Developer options -> Enable USB debugging > Toggle On
2.Enable Settings -> Developer options -> Enable Bug Report shortcut > Toggle On
3.Once the issue is reproduced: Go to Settings -> Developer options -> Click on take bug report or Press Power button and then choose Bug Report from the Power down menu.
4.Wait for some time until the bug report is collected. It takes around 3 to 4 minutes to collect the Bug Report.
5.Then upload the BugReport to your personal Google Drive and then share the link to the BugReport on the forums in a reply.
6.Provide observations of what you saw happen right before the bug report was taken. Please indicate the local time when you observed the behavior.

 

Let me know once done.

 

Regards,
Daisy
Moto Support

 

 

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  • Message 7 of 19

Re: moto action display approach not working after oreo update

2018-01-25, 2:30 AM

nothing other than moving my hand over the phone and the screen not waking up as far as observations 

here is the bug report

https://drive.google.com/file/d/1zN5E8ENRLS-fgZVanaRVNh4Qi_t1rqSV/view?usp=sharing

 

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  • Message 8 of 19

Re: moto action display approach not working after oreo update

2018-01-25, 21:24 PM

wrote:

nothing other than moving my hand over the phone and the screen not waking up as far as observations 

here is the bug report

https://drive.google.com/file/d/1zN5E8ENRLS-fgZVanaRVNh4Qi_t1rqSV/view?usp=sharing

 


Thanks for the bug report. I just escalated your concern and we'll give you an update once it's available.

 


Regards,
Daisy
Moto Support

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  • Message 9 of 19

Re: moto action display approach not working after oreo update

2018-03-05, 23:02 PM

Hi TeriBF

 

Sorry for the late response. Please update the MotoApp on Play Store to the latest release. You need to have the 04.21.1.4-O update. Let me know how it goes. 

 

- Ella

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35 Posts

04-11-2018

BR

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  • Message 10 of 19

Re: moto action display approach not working after oreo update

2018-04-18, 13:36 PM

Hi Teri,

Do you usually listen to music on your phone?

Approach is usually disabled while music is playing. 

 

-Alex

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