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01-09-2021

Belgium

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moto actions

2021-01-09, 14:14 PM

Hello, My daughter bought a brand new g 5g plus 2 weeks ago and now some moto actions are not working anymore.

In particular the 'shake twice for flashlight' and the 'twist twice for camera'. They are not even showing in the moto actions app so we cannot enable it.

I tried some troubleshooting like clearing cache of the moto app, deleting and reinstalling it, testing the prox sensor and even did a factory reset but none of this helped.

According to my daughter it worked before so what else can it be? 

Thanks in advance,

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3269 Posts

03-11-2019

United States of America

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Re:moto actions

2021-01-11, 14:33 PM

Hi Jogo75,

 

I definitely would like to help you with this. Are you able to send us a screenshot of the Moto App showing the missing Moto Actions? Try resetting the Moto App by going to Settings > App and Notifications  > See All apps > Moto > Storage > Clear Cache and Clear App Data/Storage. Reboot the phone after following the steps. Let me know how it goes.

 

Best regards,
Zeke
Motorola Support



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7 Posts

01-09-2021

Belgium

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Re:moto actions

2021-01-11, 23:12 PM

Hi Zeke,

Thanks i hope we can figure this out...

I will sent you a picture as soon as i get it from my daughter and will give the clearing data/cache another try tomorrow. 

Some more info: while troubleshooting i noticed i get more options in the list of actions when removing updates of moto app and actions app (via google play store) but never flashlight shake or camera twist. This makes me think it is update related... Can i install an older version of the moto app??

Strange thing is i have exactly the same version of moto app (on android 10) on my G8+ and everything works fine there. Also my wife's G5+ has no issues.

The factory reset automatically installed the latest updates again so no help there.

regards

Jogo75

 

 

 

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7 Posts

01-09-2021

Belgium

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Re:moto actions

2021-01-12, 8:37 AM

Here's a screenshot.

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7 Posts

01-09-2021

Belgium

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Re:moto actions

2021-01-12, 9:46 AM

update: clearing the cache and storage data of the moto app didn't help.

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Re:moto actions

2021-01-12, 14:44 PM

@ Jogo75 wrote:

update: clearing the cache and storage data of the moto app didn' help.

Does your daughter's phone has family link app installed on the phone? If you have, please uninstall it since it will interfere with some features of the Moto App.

 

Best regards,
Zeke
Motorola Support

 

 



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7 Posts

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Re:moto actions

2021-01-12, 15:22 PM

Family link was on the phone but we never set it up. I already disabled it and it didn't help.

I think i located the problem though. After my daughter told me that screen rotation wasn't working either i installed an app called 'sensor list' to see all sensors on the phone and it shows me that the GYRO sensors are not working. I checked the same on my G8+ and there it is showing the sensors.

Could this be a hardware problem? The phone is still under warranty so we could sent it back.

 

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7 Posts

01-09-2021

Belgium

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Re:moto actions

2021-01-13, 16:43 PM

As i'm convinced the problem is with the GYRO sensor i think it is best if we could sent it back for repair.

How can we do this in Belgium or what is the correct procedure for this?

 

 

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Re:moto actions

2021-01-13, 16:56 PM

@ Jogo75 wrote:

As i' convinced the problem is with the GYRO sensor i think it is best if we could sent it back for repair.

How can we do this in Belgium or what is the correct procedure for this?

 

 

 

It could be a hardware problem on the Gyro Sensors. Here is a link on how to contact Motorola Belgium. They will provide steps on how to proceed with the repairs.

 

Best regards,
Zeke
Motorola Support



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7 Posts

01-09-2021

Belgium

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Re:moto actions

2021-01-13, 17:03 PM

Thanks for the help Zeke ;-) 

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