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Supadux
Paper Tape
Posts: 2
Registered: ‎09-10-2016
Location: US
Views: 858
Message 1 of 12

Bluetooth issue

Had the Moto Z for a while now, everything has been pretty smooth, updated to the security patch without a hitch. Then all of a sudden, I used the usb-c headphone dongle once, after this I've been completely unable to use Bluetooth on my phone. 

I've gone through almost every option, network setting reset, Bluetooth share app data clear, factory reset, rebooted into safe mode, even tried fixing the problem through the diagnostic tools found in help. Nothing so far is able to activate Bluetooth on my phone. Anyone else experiencing this? Trying to avoid the hassle of going through Verizon for a replacement, any solutions would-be appreciated. 

Moto Sr Moderator
Moto Sr Moderator
Posts: 4,167
Registered: ‎12-10-2006
Location: United States
Views: 797
Message 2 of 12

Re: Bluetooth issue

the only thing i could think that you didnt mention if you did or not is when you factory reset be sure to setup as new and not restore. if you already made sure your reset was fresh without bringing anything back then i would say you need a replacement phone.

 

 

Supadux
Paper Tape
Posts: 2
Registered: ‎09-10-2016
Location: US
Views: 778
Message 3 of 12

Re: Bluetooth issue

Thank you, I did do that and it turns out I did actually need a replacement. 

sevillada
Paper Tape
Posts: 9
Registered: ‎09-19-2016
Location: US
Views: 701
Message 4 of 12

Re: Bluetooth issue

I'm having what appears to be the same issue. Factory reset or 100 reboots did not fix it. I never used the usb-c adapter. I think it just goes bad. Not sure if it's a hardware issue. I may need to exchange it as well Smiley Sad

Former Employee
Posts: 6,658
Registered: ‎02-02-2016
Location: US
Views: 697
Message 5 of 12

Re: Bluetooth issue


@sevillada wrote:

I'm having what appears to be the same issue. Factory reset or 100 reboots did not fix it. I never used the usb-c adapter. I think it just goes bad. Not sure if it's a hardware issue. I may need to exchange it as well Smiley Sad


sevillada,

 

I am sincerely sorry for the inconvenience, just to make sure,  did you make sure your reset was fresh without bringing anything back? When did you purchase the phone?

 

Suny

Motorola Support

sevillada
Paper Tape
Posts: 9
Registered: ‎09-19-2016
Location: US
Views: 693
Message 6 of 12

Re: Bluetooth issue

yes, full factory reset. Bought it about 3 weeks ago (past return period). software 6.0.1 basebad M8996_1190.19.01.97.04R SVS

sevillada
Paper Tape
Posts: 9
Registered: ‎09-19-2016
Location: US
Views: 690
Message 7 of 12

Re: Bluetooth issue

yes, full factory reset. Bought it about 3 weeks ago (past return period). software 6.0.1 basebad M8996_1190.19.01.97.04R SVS

Former Employee
Posts: 6,658
Registered: ‎02-02-2016
Location: US
Views: 674
Message 8 of 12

Re: Bluetooth issue


@sevillada wrote:

yes, full factory reset. Bought it about 3 weeks ago (past return period). software 6.0.1 basebad M8996_1190.19.01.97.04R SVS


Thank you so much for all information provided, it seems that the device needs service (repair/replacement). You can try to submit a repair claim for your device here: http://bit.ly/1nSdHPq If you have any questions, please let us know.

 

Best regards,

Suny

Motorola Support

sevillada
Paper Tape
Posts: 9
Registered: ‎09-19-2016
Location: US
Views: 669
Message 9 of 12

Re: Bluetooth issue

ok, will do that, thanks

PhotoKat
What's DOS?
Posts: 1
Registered: ‎10-23-2016
Location: US
Views: 592
Message 10 of 12

Re: Bluetooth issue

Am also having this issue now.  I've had my phone just over 4 weeks and the bluetooth worked fine, until 2 days ago.  It won't stay connected.

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