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02-16-2019

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Moto G7 Power ringtones missing

2019-02-16, 16:18 PM

I have just purchased a Moto G7 Power running Android 9 Pie, and have problems with ringtones. After setting up the phone and the preferred ringtones for income calls , notifications and  everything else,  when trying to change some of them later I found that  the phone has not ringtones anymore. I followed the regular instructions without  results: ringtones folder  appears empty and so does audio folder. Finally I performed a factory reset and got back phone ringtones. Sadly, 30 minutes later ringtones folder was empty again. Here I am with a brand new phone, 24 h old , with the most basic feature failing. I don't know  if it  is a Motorola or Android 9 issue but the only thing I did was restoring settings aplications, contacts etc. from my google account. Before this I was running Android 6 in a Xiaomi Redmi 4x. Can anyone give me a hand please?

Thanks

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2257 Posts

02-11-2016

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Re: Moto G7 Power ringtones missing

2019-02-18, 16:46 PM

 wrote:

I have just purchased a Moto G7 Power running Android 9 Pie, and have problems with ringtones. After setting up the phone and the preferred ringtones for income calls , notifications and  everything else,  when trying to change some of them later I found that  the phone has not ringtones anymore. I followed the regular instructions without  results: ringtones folder  appears empty and so does audio folder. Finally I performed a factory reset and got back phone ringtones. Sadly, 30 minutes later ringtones folder was empty again. Here I am with a brand new phone, 24 h old , with the most basic feature failing. I don't know  if it  is a Motorola or Android 9 issue but the only thing I did was restoring settings aplications, contacts etc. from my google account. Before this I was running Android 6 in a Xiaomi Redmi 4x. Can anyone give me a hand please?

Thanks


This is very strange. I'd like to get some more information. When you say the ringtones are missing are you saying even the stock system ringtones are missing as well? Also, please ensure your forums profile is updated with your current phone, carrier, and IMEI -- 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

 

-Tom



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6 Posts

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Re: Moto G7 Power ringtones missing

2019-02-18, 21:04 PM

Dear Tom 

Thanks for your reply.  Yes, I meant stock system ringtones. I tried  some audio  file as a ringtone, then tried to get back to a stock system ringtone and there was none! After erasing the audio file from the phone , no ringtones available anymore.

 Unfortunately I can't update my profile or giving your the requested  information because I returned the phone today. Hopefully Amazon is going to give me my money back shortly. I am sorry to say that I was not in the mood for more Internet forums searching, although I really appreciate your interest and help in the matter

 Kind regards

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  • Message 4 of 17

Re: Moto G7 Power ringtones missing

2019-02-19, 5:18 AM

<duplicate message>

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2257 Posts

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Re: Moto G7 Power ringtones missing

2019-02-19, 15:29 PM

 wrote:

Dear Tom 

Thanks for your reply.  Yes, I meant stock system ringtones. I tried  some audio  file as a ringtone, then tried to get back to a stock system ringtone and there was none! After erasing the audio file from the phone , no ringtones available anymore.

 Unfortunately I can't update my profile or giving your the requested  information because I returned the phone today. Hopefully Amazon is going to give me my money back shortly. I am sorry to say that I was not in the mood for more Internet forums searching, although I really appreciate your interest and help in the matter

 Kind regards


That is so strange. I would have liked to troubleshoot this with you. Are you getting another moto g7 power? 

 

-Tom



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6 Posts

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  • Message 6 of 17

Re: Moto G7 Power ringtones missing

2019-02-19, 20:23 PM

It was strange,certainly. Really weird.I spent half saturday restoring back and forth factory settings up to four times and surfing the net, searching for clues, with the same dissapointing outcome everytime. Maybe some apps interfiering with Pie, who knows.... The thing is that issue prevented me of trying the phone true capabilities because l was so annoyed 

 Anyway, I took the risk of ordering a new Moto G7, not the Power model this time. It'll be here tomorrow probably, so will see how it goes the regular G7 

 Thanks again

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  • Message 7 of 17

Re: Moto G7 Power ringtones missing

2019-02-20, 16:11 PM

 wrote:

It was strange,certainly. Really weird.I spent half saturday restoring back and forth factory settings up to four times and surfing the net, searching for clues, with the same dissapointing outcome everytime. Maybe some apps interfiering with Pie, who knows.... The thing is that issue prevented me of trying the phone true capabilities because l was so annoyed 

 Anyway, I took the risk of ordering a new Moto G7, not the Power model this time. It'll be here tomorrow probably, so will see how it goes the regular G7 

 Thanks again


I truly appreciate you sticking with us. I'd like to still provide the ringtone thing back to our engineers. They had some questions.

 

  1. Where were your custom ringtones stored (Internal or SD Card)?
  2. Were you using any 3rd party apps to assign the ringtones?

-Tom 



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  • Message 8 of 17

Re: Moto G7 Power ringtones missing

2019-02-21, 20:24 PM

 Hi there

Thanks for your interest.No SD card installed. I only tried a custom ringtone when I found I was not able of changing the stock system ones because they were missing. No third party application involved in ringtones assignation

 I haven't got the new G7 cause they sent me ( Not Amazon this time) a Power model de again, by mistake I assume. Thinking of What to do Next..

 

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  • Message 9 of 17

Re: Moto G7 Power ringtones missing

2019-02-22, 15:59 PM

 wrote:

 Hi there

Thanks for your interest.No SD card installed. I only tried a custom ringtone when I found I was not able of changing the stock system ones because they were missing. No third party application involved in ringtones assignation

 I haven't got the new G7 cause they sent me ( Not Amazon this time) a Power model de again, by mistake I assume. Thinking of What to do Next..

 


Thank you for the additional information. You said they sent you another g7 power? Did you end up trying this one? If so, would it be possible to get a screenshot showing the no ringtones as well as a bug report and IMEI?

 

-Tom



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6 Posts

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ES

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  • Message 10 of 17

Re: Moto G7 Power ringtones missing

2019-02-23, 16:11 PM
No, I did not even collected it. Returned on the spot. Right now making up my mind about that to rodar G7 FHD or G7+.....
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