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G7 Play camera not focussing

2020-09-29, 9:14 AM

Hi,

My G7 Play camera is refusing to focus, either on Auto or Manual mode.

I have cleaned the lens, and can confirm it is set on 13Mp mode, so these are not the issues.

Any advice?

Thanks,

Tom

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Re:G7 Play camera not focussing

2020-09-29, 15:26 PM

Hi Tom2706,

 

I will be glad to help you with this. Can you please try testing the camera in the Device help app > Device diagnosis > Hardware test? Also, try clearing the camera's data in the Settings > Apps & notification > see all > Camera > Clear Data or Clear Storage. Please let me know if that helps. Thanks.

 

Best regards,
Rich
Motorola-Lenovo Support



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5 Posts

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Re:G7 Play camera not focussing

2020-09-30, 9:20 AM

Hi Rich,

 

Thanks for the suggestions, but the problem is still there.

The phone is only a few months old, but I would prefer to avoid the hassle of

taking it back to the supplier. so any further advice would be appreciated.....

Regards,

Tom

 

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Re:G7 Play camera not focussing

2020-09-30, 16:13 PM

Hi Tom2706,

 

Thanks for trying my suggestions. Let's do this. Possible this is a hardware failure. Can you please test the stock camera app in safe mode?

 

To Enable Safe Mode
1. Press and hold the Power button until Power off comes up on the screen.
2. Touch and HOLD Power off on the screen until reboot to safe mode appears.
Just turn off and on the phone to boot back to normal mode.

 

I would also suggest doing factory data reset without restore. Backup important files, but don't restore them until you've tested the camera and confirm if that fixes it or it's still not focusing. 

 

Settings > System > Reset Options > Factory Data Reset

 

I hope that helps.

 

Best regards,
Rich
Motorola-Lenovo Support



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Re:G7 Play camera not focussing

2020-10-01, 12:43 PM

Hi Rich,

 

Yes, I think it is a hardware failure.

I have done a reset, but no success.

As the phone is only a few months old, I might ask for a replacement,

unless you have any other suggestions....

Thanks,

 

Tom

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Re:G7 Play camera not focussing

2020-10-02, 14:59 PM

Hi Tom2706,

 

Actually if you've tried doing factory data reset, I just want to make sure you did not restore your apps/files. If camera is still not focusing without any third-party apps and backup restored, I would suggest submitting the device to service for repair. Please let me know if you need assistance on that. Thanks.

 

Best regards,
Rich
Motorola-Lenovo Support



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Re:G7 Play camera not focussing

2020-10-04, 10:20 AM

Hi Rich,

 

I spoke to Carphone Warehouse where I bought the phone, and they offered to take it back but advised that it will be quicker if I send it direct to you.

I looked at the UK email contact form, to request a returns label, and they are asking for a serial number obtained by dialling #06#. This doesn't work on my phone,

Can you help?

Thanks,

 

Tom

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Re:G7 Play camera not focussing

2020-10-05, 14:00 PM

Hi Tom2706,

 

Can you provide us the IMEI instead? You can check your IMEI in the Settings > System > About Phone. Thanks.

 

Best regards,
Rich
Motorola-Lenovo Support

 

 



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  • Message 9 of 10

Re:G7 Play camera not focussing

2020-10-08, 11:03 AM

Rich,

 

Phone now returned. Thanks for your help.

 

Tom

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Re:G7 Play camera not focussing

2020-10-08, 13:03 PM

Hi Tom2706,

 

Thanks for updating me. Please don't hesitate to post if anything comes up. 

 

Best regards,
Rich
Motorola-Lenovo Support



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