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5 Posts

10-04-2021

United Kingdom of Great Britain and Northern Ireland

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  • Message 1 of 13

G30 switching off screen constantly

2021-10-04, 10:20 AM

I've had a G30 since July 2021. The screen keeps shutting down. Sometimes it shuts down so fast that I can't even get the PIN in. I have spent hours trying different things on settings, including registering my face to open up, but nothing seems to work. I just want to be able to switch on the phone and see things without pressing the on button every 5 seconds.

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4379 Posts

03-04-2016

India

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Re:G30 switching off screen constantly

2021-10-05, 6:36 AM

@ Hilary P wrote:

I've had a G30 since July 2021. The screen keeps shutting down. Sometimes it shuts down so fast that I can't even get the PIN in. I have spent hours trying different things on settings, including registering my face to open up, but nothing seems to work. I just want to be able to switch on the phone and see things without pressing the on button every 5 seconds.

Hi Hilary P

 

Welcome to Motorola forums and thank you for taking the time to post. Sorry to know about this. I will try my best to help you with this. Can you test in Safe Mode and let me know if it behaves the same? Safe Mode will start the device without third-party applications running. To boot into Safe Mode, press the physical power key, touch and hold Power off, touch OK when Reboot to Safe Mode appears. Restart the device to get out of Safe Mode. Meanwhile can you please update your profile with your 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. https://forums.lenovo.com/t5/Forum-Feedback/Complete-your-forums-profile/td-p/3339943

 

Regards,

Sandip



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5 Posts

10-04-2021

United Kingdom of Great Britain and Northern Ireland

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  • Message 3 of 13

Re:G30 switching off screen constantly

2021-10-06, 22:45 PM

Hi Sandip. I have opened the phone in safe mode but there is no improvement. I updated the information in my profile and I would be grateful if you could look at it. It's getting even worse, if that were possible. It seems to be particularly bad in the evenings for some reason. I have switched off night settings but now the screen will only stay on for about 5 seconds at best. I can't even get my pin in usually before it switches to a black screen again. Hilary

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4379 Posts

03-04-2016

India

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  • Message 4 of 13

Re:G30 switching off screen constantly

2021-10-08, 3:54 AM

@ Hilary P wrote:

Hi Sandip. I have opened the phone in safe mode but there is no improvement. I updated the information in my profile and I would be grateful if you could look at it. It's getting even worse, if that were possible. It seems to be particularly bad in the evenings for some reason. I have switched off night settings but now the screen will only stay on for about 5 seconds at best. I can't even get my pin in usually before it switches to a black screen again. Hilary

Hi Hilary P ,

 

Thank you for checking the device in safe mode and updating your profile. Could please share a small video showing the behavior so that we can check and help you with this further. You can upload the video on your google drive and share the link so that we can look at it. Also, please enable link sharing for us to access it. 

 

Regards,

Sandip



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47 Posts

07-12-2020

India

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  • Message 5 of 13

Re:G30 switching off screen constantly

2021-10-08, 5:24 AM

Heyy!

I have been facing the same issue for 2 weeks now.. and I am pretty sure that it's the power button misbehaving.. because it goes in sleep even when I don't touch it and wakes up without touching it.. and I can't turn off the screen with the power button as well so, yeah in fact 2 minutes ago I was looking for the closest service center.. it's my first time that the power button isn't working, totally not expected..

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5 Posts

10-04-2021

United Kingdom of Great Britain and Northern Ireland

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  • Message 6 of 13

Re:G30 switching off screen constantly

2021-10-10, 21:26 PM

Hi Sandeep. Here is the video. As you can see, it's a real problem. We only got the phone about 3 months ago.

 

https://drive.google.com/file/d/1UaCZp0hCO1XmdnbQadz1LmULvHTaB95g/view?usp=sharing

 

Let me know if you have any problems accessing it.

 

Hilary

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6989 Posts

06-10-2019

United States of America

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  • Message 7 of 13

Re:G30 switching off screen constantly

2021-10-11, 19:23 PM

@ Hilary P wrote:

Hi Sandeep. Here is the video. As you can see, it's a real problem. We only got the phone about 3 months ago.

 

https://drive.google.com/file/d/1UaCZp0hCO1XmdnbQadz1LmULvHTaB95g/view?usp=sharing

 

Let me know if you have any problems accessing it.

 

Hilary

Hello, 

 

Thank you so much for sharing the video with us. 

In this case, I would suggest you try performing factory data without an automatic restore. Click the link here for instructions. This process will wipe all data from the phone. Make sure that you have taken all data back up before you could perform the reset. Please go through the link here for instructions. I hope it helps! 

 

Please, let us know the results. 


Regards,
Jacqueline

Motorola Support 



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5 Posts

10-04-2021

United Kingdom of Great Britain and Northern Ireland

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  • Message 8 of 13

Re:G30 switching off screen constantly

2021-10-11, 19:56 PM

I am really worried about doing this. I can't open the phone, as you can see, so I'm not sure how I can perform a backup. Does the windows backup work without having to have the screen operating? Can it get the data using my phones ID?

 

I've only had the phone 3 months and this will erase all the contacts I have, pictures, apps etc. 

 

Do you know what is causing this to happen or is the just a fishing trip. I couldn't bear to go through this and then find that it makes no difference or it happens all over again. I really need to understand why you are asking me to do this.

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6989 Posts

06-10-2019

United States of America

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  • Message 9 of 13

Re:G30 switching off screen constantly

2021-10-11, 20:01 PM

@ Akshat 27 wrote:

Heyy!

I have been facing the same issue for 2 weeks now.. and I am pretty sure that it's the power button misbehaving.. because it goes in sleep even when I don't touch it and wakes up without touching it.. and I can't turn off the screen with the power button as well so, yeah in fact 2 minutes ago I was looking for the closest service center.. it's my first time that the power button isn't working, totally not expected..

Hello!

 

Thank you so much for reaching out to us and for providing details about your bottom issue.

We'd like to know, has your smartphone suffered any physical damage? Have you performed any technical process to try to solve this? 

 

Regards,

Jacqueline

Motorola Support. 



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47 Posts

07-12-2020

India

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  • Message 10 of 13

Re:G30 switching off screen constantly

2021-10-12, 2:59 AM

Nope, I use a case and a screen protector and it hasn't suffered any kind of physical strain..

And no I haven't tried anything on it myself..

I couldn't take it to the service centre cuz it's pretty far from where I live.. so for now I am using a 3rd party app to lock screen and I unlock with my fingerprint..

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