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alfader
Paper Tape
Posts: 6
Registered: ‎03-18-2015
Location: IT
Views: 362
Message 1 of 11

Moto z3Play freezes google map during a call

Hello,
on my z3play during a call, google map doesn't work (The G. map freeze the navigation).
When I stop the call, Google map, after a while, restart the navigation.

Do you know, how can I fix this?

 

Senior MotoAgent
Senior MotoAgent
Posts: 7,207
Registered: ‎03-05-2018
Location: US
Views: 297
Message 2 of 11

Re: Moto z3Play freezes google map during a call

Hi alfader,

 

Thanks for posting. Can you 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

 

Also, can you provide a screenshot of the Google Map when you encounter this behavior? Have the maps opened while walking, make sure it's working as normal, then make a phone call and let me know if it happens again. Thanks.

 

Best regards,
Rich
Motorola-Lenovo Support



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alfader
Paper Tape
Posts: 6
Registered: ‎03-18-2015
Location: IT
Views: 264
Message 3 of 11

Re: Moto z3Play freezes google map during a call

Hello,

thank you for your replay...

My profile is updated. Is ok for me if you look the apps in my phone. The motorola privacy are now on.

Regarding the screenshot, I tried to make it while I was driving, but I couldn't.

However here the issue: I'm driving and when I receive or make a call, the pointer stops and speed counter goes to zero. When I stop the call the pointer goes to the right position and the speed counter marks the right speed.For this reason I don't know if a screenshot can help you understand.

I'm looking forward to hearing about you.

Bye,

Alessandro

 

 

Senior MotoAgent
Senior MotoAgent
Posts: 7,207
Registered: ‎03-05-2018
Location: US
Views: 232
Message 4 of 11

Re: Moto z3Play freezes google map during a call

Hi alfader,

 

Thanks for updating your profile. Let's try isolating this, and I'd like to reiterate some points; try replicating this while walking and not driving, it is dangerous to do any kinds of activities while driving and we don't want anything bad to happen. 

 

You can still use Google maps while walking - make a phone call - browse the internet. Let me know if you can surf the internet while on call. 

 

Best regards,
Rich
Motorola-Lenovo Support



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If you find a post helpful and it answers your question, please mark it as an "Accepted Solution"! This will help the rest of the Community with similar issues identify the verified solution and benefit from it.

alfader
Paper Tape
Posts: 6
Registered: ‎03-18-2015
Location: IT
Views: 188
Message 5 of 11

Re: Moto z3Play freezes google map during a call

I've version #1026203244 of google map on my Phone.

I tried to use it while a walk during a call and it works.

Happy for this, I try to use it in my car to go in a new land. I try to make a call and it works, then i made a second call and it works...At the third call it faults (the speed counter doesn't work, and the pointer stops).

Could you please help me to understand the reason why it happens?

However I say you that the new function "live view" of the last version of google map doesnt't work on the z3play.

Every time that I try to use it during a walk,  the google map app unexpected ends.

 

 

 

Senior MotoAgent
Senior MotoAgent
Posts: 7,207
Registered: ‎03-05-2018
Location: US
Views: 167
Message 6 of 11

Re: Moto z3Play freezes google map during a call

Hi,

 

Can you send a screenshot of how your cellular data icon when the Google maps fail? What's showing at the top of the signal (3g/4g/LTE) when it fails? 

 

Best regards,
Rich
Motorola-Lenovo Support



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alfader
Paper Tape
Posts: 6
Registered: ‎03-18-2015
Location: IT
Views: 70
Message 7 of 11

Re: Moto z3Play freezes google map during a call

Hello! I tried to use the mobile phone in different situations, but now it got worse. when I make a call or receive one, the google map always freezes. I tried to download Waze and the problem is the same. The only thing to note is that Waze tells me to lose the GPS signal.

Please help me. I'm starting to hate this phone.

Senior MotoAgent
Senior MotoAgent
Posts: 7,207
Registered: ‎03-05-2018
Location: US
Views: 53
Message 8 of 11

Re: Moto z3Play freezes google map during a call

Hi alfader,

 

One thing we're checking is the network speed while on a call. Were you able to use the Maps after the call? I was asking for a screenshot on my previous post, I would appreciate if you can share it to me. Also, please update your profile with the current phone, carrier and serial number -- this will help me investigate. Please make sure that the options under Settings > System > Motorola Privacy are on as well, and let me know (just reply here) if it's okay for me to look at your check-in data so we can further check this.

See here for the instruction. Thanks.

 

Best regards,
Rich
Motorola-Lenovo Support



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alfader
Paper Tape
Posts: 6
Registered: ‎03-18-2015
Location: IT
Views: 42
Message 9 of 11

Re: Moto z3Play freezes google map during a call

Hello,
thank you for your replay.
yes, I'm able to use the Maps as soon as the call finish. My profile has been updated and the Motorola privacy settings is on on my Phone. And yes you can look at my check-in data. I'll send you a screen shot while I'm using google map.
Senior MotoAgent
Senior MotoAgent
Posts: 7,207
Registered: ‎03-05-2018
Location: US
Views: 18
Message 10 of 11

Re: Moto z3Play freezes google map during a call

Hi alfader,

 

 

Thanks for confirming. I would also like to confirm, were these just regular calls or VOLTE calls? Kindly send me a screenshot of how your signal looks like when you encountered this. Also, generate a bug report and I'll raise this to the team so we can further investigate this. Thanks.

 

To capture Bug Report:
Go to Settings ->Developer options -> Enable USB debugging > Toggle On
Enable Settings -> Developer options -> Enable Bug Report shortcut > Toggle On
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.
Wait for some time until the bug report is collected. It takes around 3 to 4 minutes to collect the Bug Report.
Then upload the BugReport to your personal Google Drive and then share the link to the bug report via reply.
Provide observations of what you saw happen right before the bug report was taken. Please indicate the local time when you observed the behavior.

To enable developer options:
1. Go to Settings > About phone > Build number
2. Tap Build number seven times. After the first few taps, you should see the steps counting down until you unlock the developer options. Once activated, you will see a message that reads, “You are now a developer!”
3. Go back to Settings, where you’ll find a Developer options entry in the menu

 

Best regards,
Rich
Motorola-Lenovo Support

 

 

 



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