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Moto Z Phones - Mod CapableMoto Z Play
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03-10-2019

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Moto Z Play - Screen Unresponsive and phone remains locked

2019-03-10, 19:57 PM

Unfortunately after dropping my phone, the screen has become unsresponsive and I cannot unlock with the fingerprint sensor. (it requests the pin)

I cannot unlock the phone

I cannot turn the phone off since I don't have the option to choose that.

 

I have restarted, I have done the 'hard' restart by pressing both volume down and power button. 

Phone is fully charged.

 

I see other suggestions, but they require to start with the power off. I cannot turn the power off, since the touch screen is unresponsive, so it will just restart.

 

Please help! Thank you!

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1629 Posts

03-11-2019

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Re: Moto Z Play - Screen Unresponsive and phone remains locked

2019-03-12, 20:11 PM

Hi Monique3,

 

Thanks for posting. Are you using a screen protector for your phone? Since it might When you meant by "hard" restart, are you pertaining to an external reset? 

 

Best regards,
Zeke
Motorola Forums Support

 



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2 Posts

03-10-2019

US

7 Signins

64 Page Views

  • Posts: 2
  • Registered: ‎03-10-2019
  • Location: US
  • Views: 64
  • Message 3 of 3

Re: Moto Z Play - Screen Unresponsive and phone remains locked

2019-03-13, 1:45 AM

Hello Agent_Zeke,

I meant that I followed all the know instructions on the Moto support site. I re-started by pressing both the volume down and start button. As well as with the sim card removed.

I took it to a repair shop, they suspect that something physically broke inside the phone and short of spending $135+ to see if a new screen would fix the problem, they couldn't do anything either.

 

I just bought a new phone.

 

Thanks for responding.

 

Monique

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