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1 Posts

08-30-2019

United States of America

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  • Message 21 of 46

Black Screen on MotoZ Play 2

2019-08-30, 5:05 AM

Hi All,

I have a Moto Z and in the past couple of momths, when I am talking on the phone, the call hangs up and I'd get a black screen.  I could turn it on and it would restart.  It did this only on calls. Last week, i was watching a video clip (I think that's what I was doing...) and the screen went black.  It would not restart.  I was so frustrated I called Verizon, (where I purchased it) and after no help at all, he connected me to Motorola.  That "tech" couldn't help me and was trying to sell me a new phone. I did have a weird message last week when it went black. I don't remember all of it, but it started with "sha,' some numbers and the last word was "dirty."

 

Today, I was at work, cell phone in my back pocket and it was vibrating. It never does that.  I took it out and the screen is black. I think I actually turned it on. I could hear the Moto start up.  I can receive calls and make calls from my truck phone's bluetooth, it displays my contact list.

 

I've tried the "Hold the power putton on for 10-20 seconds," I've "held the power button and the volume button down for 30-40 seconds" as well.  The only thing it does is randomly vibrates and a bright white light (May be the flash for photos) comes on very briefly.  Usually after 10 seconds of holding down powr button. I have not been able to put it in safe mode or recovery.  Absolutely nothing comes up. 

 

Any help is appreciated.  Thank you

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14067 Posts

03-05-2018

United States of America

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  • Message 22 of 46

Re: Black Screen on MotoZ Play 2

2019-08-30, 16:21 PM

Hi Marcie01,

 

Do you a screen protector or a phone case? If so, I recommend removing that. 

 

Best regards,
Rich
Motorola-Lenovo Support



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1 Posts

12-06-2019

Canada

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  • Message 23 of 46

Re: Black screen during call, unable to get the screen working.

2019-12-06, 23:23 PM
I have the same problem with my Moto G7 bought on Oct. 28 2019. I did a reboot and it came back to normal.
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7 Posts

12-07-2019

India

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  • Message 24 of 46

Black screen and vibrating randomly

2019-12-07, 10:44 AM

Hi,

I'm using Moto Z2 play scince from last 1 year. From last 3 days I'm facing issue with the display. Screen blinking and suddenly display stops and nothing in the display. It's happening while trying to answer incoming call and sometimes when mobile is in idle. After I try to power off and on but again nothing in display and randomly vibrating. At certain times touch and fingerprint scanner is responding. And after so many attempts of power off and on, mobile started working.

 

Could you please find the resolution for this. I already done the factory reset and deleted cache. But facing same issue from last 3 days.

 

Thank you.

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9 Posts

02-10-2019

Germany

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  • Message 25 of 46

Re: Black screen during call, unable to get the screen working.

2019-12-09, 8:51 AM

yeah i've got the same issue and even created another thread for that. unbelievable how many people are experiencing this and moto doesn't do anything since months!

 

https://forums.lenovo.com/t5/Moto-Z-Play/Black-Screen-amp-Reboot-issue-could-be-battery-related/td-p/4594987

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3 Posts

07-25-2016

India

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  • Message 26 of 46

Re: Black screen during call, unable to get the screen working.

2019-12-10, 7:00 AM
In this case go to Moto Display and put off all of Peek Display options and all the features under Peek Display. The Screen now works.
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7 Posts

12-07-2019

India

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  • Message 27 of 46

Re: Black screen during call, unable to get the screen working.

2019-12-11, 12:35 PM

Could you mention clearly what you have done to resolve the black screen issue. Please attach a image.

 

Thank you.

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14067 Posts

03-05-2018

United States of America

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  • Message 28 of 46

Re: Black screen during call, unable to get the screen working.

2019-12-11, 21:29 PM

Hi MSK65,

 

While I'm still unsure what's common here, but here's what works for him, open Moto App > Moto Display > Toggle Peek Display. Let me know if that helps you too. Thanks.

 

Best regards,
Rich
Motorola-Lenovo Support



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7 Posts

12-07-2019

India

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  • Message 29 of 46

Re: Black screen during call, unable to get the screen working.

2019-12-13, 10:53 AM

Hi Rich,

 

Thanks for the reply  Its still issue with the black screen Its work for sometime and I put in idle for the whole night after tried to on the mobile but its randomly vibrating with black screen for more than 10 times and after that touch responded but no display I turned off and again try to on but still its not showing any display.

 

Is it problem with proximity sensor or display or any hardware issue. Please try to resolve the issue.

 

Thanks

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14067 Posts

03-05-2018

United States of America

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  • Posts: 14067
  • Registered: ‎03-05-2018
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  • Message 30 of 46

Re: Black screen during call, unable to get the screen working.

2019-12-16, 14:01 PM

Hi MSK65,

 

When you receive a call and the screen goes black, will it help by pressing twice the power button; it should light up the screen. You may test the proximity sensor via Device Help app > Diagnosis > Hardware Test > Proximity sensor. Make sure you're waving your hand over the top part of the phone. Let me know. Thanks.

 

Best regards,
Rich
Motorola-Lenovo Support



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