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2 Posts

10-15-2021

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Update broke phone call bluetooth

2021-10-15, 17:37 PM

We have 2 Z4's on ATT.  Recent update (qpfs30.130-15-11-21) on both phones broke phone call audio to anywhere by phone.

 

Bluetooth headset and cars still connect to phones.  Notifications of incoming calls go to bluetooth devices.  Can answer by bluetooth device.  But call audio only goes to phone mic and speaker.   Button in phone app to select does not change the actual device.

 

Audio from podcasts, internet, email notifications, etc still go to bluetooth devices ok.

 

Have tried

- deleting and re-pairing bluetooth devices.

- System -> Reset Options -> Reset Wi-Fi, mobile & bluetooth

- Safe Mode

 

Need the phone app fixed!!!

 

My wife is ready to trash this phone and go buy an iPhone.

 

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2 Posts

10-16-2021

United States of America

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Re:Update broke phone call bluetooth

2021-10-16, 15:26 PM

I'm having possibly the exact same issue.

I've found if you turn off Bluetooth on the phone, turn it back on and reconnect the Bluetooth device, it will allow you to use it on the call.

It is at least on my end allowing normal function if you do not have any sound played over the Bluetooth, however any audio played seems to glitch it even a notification sound from a text message will glitch it.

I've called technical support waiting for a call back Monday. From the sound of things though we are SOL until they push another update that may or may not fix the issue.

I'll be getting a Pixel if the only solution is to wait for a maybe fix or continue to have to turn off and reconnect my Bluetooth for every call I make or receive because it's completely useless to have Bluetooth if all none call audio has to be away from your Bluetooth.

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1536 Posts

02-18-2019

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Re:Update broke phone call bluetooth

2021-10-16, 16:19 PM

@ Wondering User wrote:

We have 2 Z4's on ATT.  Recent update (qpfs30.130-15-11-21) on both phones broke phone call audio to anywhere by phone.

 

Bluetooth headset and cars still connect to phones.  Notifications of incoming calls go to bluetooth devices.  Can answer by bluetooth device.  But call audio only goes to phone mic and speaker.   Button in phone app to select does not change the actual device.

 

Audio from podcasts, internet, email notifications, etc still go to bluetooth devices ok.

 

Have tried

- deleting and re-pairing bluetooth devices.

- System -> Reset Options -> Reset Wi-Fi, mobile & bluetooth

- Safe Mode

 

Need the phone app fixed!!!

 

My wife is ready to trash this phone and go buy an iPhone.

 

Hi  @ Wondering User ,

 

I understand that this is important to you. I will try my best to help. I can see that you've done some troubleshooting on your own. Let's see what we can do.

  • Restart the phone.
  • When the phone is connected to the Bluetooth device, go to Settings > Bluetooth > Connected devices > Connection preferences > Bluetooth > Tap the gear icon next to the paired device. 
  • Make sure that the toggle for Calls is on.
  • Test the phone.

Let me know how it goes.

 

Regards,
Mary
Motorola Support



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2 Posts

10-16-2021

United States of America

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Re:Update broke phone call bluetooth

2021-10-16, 16:28 PM

I realized my response was kinda rambling.

I can give 2 workaround for the issue.

 

Option 1: Turn off Media audio for any and all connected Bluetooth device(s).

This does however prevent you from hearing navigation or listening to music over your Bluetooth device(s).

 

Option 2: Answer or make a call as normal and if call is not connected to Bluetooth device properly, quickly turn Bluetooth off on your phone, than turn it back on and reconnect your Bluetooth device.

While this method allows you to hear navigation or listen to music, you'll have to reset your Bluetooth for each call you make or receive if Audio media has played on any connected Bluetooth device(s).

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4306 Posts

03-04-2016

India

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Re:Update broke phone call bluetooth

2021-10-18, 8:48 AM

@ Ragesorrow wrote:

I realized my response was kinda rambling.

I can give 2 workaround for the issue.

 

Option 1: Turn off Media audio for any and all connected Bluetooth device(s).

This does however prevent you from hearing navigation or listening to music over your Bluetooth device(s).

 

Option 2: Answer or make a call as normal and if call is not connected to Bluetooth device properly, quickly turn Bluetooth off on your phone, than turn it back on and reconnect your Bluetooth device.

While this method allows you to hear navigation or listen to music, you'll have to reset your Bluetooth for each call you make or receive if Audio media has played on any connected Bluetooth device(s).

Hi Ragesorrow ,

 

Thank you for sharing the workaround hope this helps other users. 

 

Regards,
Sandip



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2 Posts

10-15-2021

United States of America

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Re:Update broke phone call bluetooth

2021-10-18, 21:39 PM

Came to same conclusion as user Ragesorrow - we are SOL until fix is created and an update is released.   This a unknown time frame when and if this problem will be solved.

 

This problem made the phones not practical for us to use.  With hands free driving laws, having to stop and park car for a phone call is wrong with modern cars and phones.  

 

We "resolved" this problem by purchasing a couple new phones.   These Z4's are currently just expensive paperweights.

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4306 Posts

03-04-2016

India

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Re:Update broke phone call bluetooth

2021-10-21, 6:33 AM

@ Wondering User wrote:

Came to same conclusion as user Ragesorrow - we are SOL until fix is created and an update is released.   This a unknown time frame when and if this problem will be solved.

 

This problem made the phones not practical for us to use.  With hands free driving laws, having to stop and park car for a phone call is wrong with modern cars and phones.  

 

We "resolved" this problem by purchasing a couple new phones.   These Z4's are currently just expensive paperweights.

Hi Wondering User

 

We would like to ask for a bug report in order for us to investigate further. Bug report will collect information about your current device state.

 

Below are the steps for getting a bug report:

 

1. Go to Settings -> About Phone -> Tap on Build number 7 times on the build number to go into the developer options mode]
2. After the above steps Developer options will be enabled.
3. Go to Settings ->System -> Advanced -> Developer options -> Enable Usb debugging > Toggle On
4. Enable Settings -> System -> Advanced -> Developer options -> Enable Bug Report shortcut > Toggle On
5. Enable Settings -> System -> Advanced -> Developer options -> Enable Enable Bluetooth HCI snoop log > Toggle On
6. Once the issue is reproduced, Go to Settings -> System -> Advanced -> Developer options -> Click on take bug report or Press Power button and then choose Bug Report from the Power down menu.
7. Wait for some time until the bug report is collected. It takes around 3 to 4 minutes to collect the Bug Report.
8. Then upload the BugReport to your personal Google Drive and then share the link to the BugReport on the forums in a reply or via a private message.
9. Provide observations of what you saw happen right before the bug report was taken. Please indicate the time that you observed the behavior in local time.

 

Regards,

Sandip



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10 Posts

10-23-2021

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Re:Update broke phone call bluetooth

2021-10-23, 17:02 PM

After talking to Tech Support and completely resetting my phone, I found here that the latest Security update a few days ago caused the problem. I wish I looked here first and saved me time and agravation.

 

One of the work arounds about turning off media or turning the Bluetooth device while a phone call is in progress is the only way to use it right now.

 

I hope that an update is sent soon so everything returns to normal.

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4306 Posts

03-04-2016

India

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Re:Update broke phone call bluetooth

2021-10-25, 7:55 AM

@ Bucky G wrote:

After talking to Tech Support and completely resetting my phone, I found here that the latest Security update a few days ago caused the problem. I wish I looked here first and saved me time and agravation.

 

One of the work arounds about turning off media or turning the Bluetooth device while a phone call is in progress is the only way to use it right now.

 

I hope that an update is sent soon so everything returns to normal.

Hi Bucky G ,

 

Welcome to Motorola forums and thank you for taking the time to post, sorry to know about this. We would like to help could you please share us the bug report as requested above so that we can take this further. 

 

Regards,

Sandip



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4 Posts

10-26-2021

United States of America

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Re:Update broke phone call bluetooth

2021-10-26, 23:05 PM

Thank you for the up date and work-around.  I've been working through this problem for awhile also. I'm glad its not the phone. Now, I need to change my review of the Google phone app. The app was updated around the same time as the Moto Security update.  Thank you again!

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