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03-19-2020

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Moto G7 Power stops working until I press touch screen hard

2020-03-19, 17:18 PM

I have a new Moto G7 Power since couple months however suddenly I noticed I do not receive messages or phone calls.

When I move the Moto G7, usually it gives the time automatically, but now sometimes it doesn't.

Pressing the power/volume buttons do not do anything, nor the fingerscan. If I hold the power button for 10 seconds, it does restart fine.

If I press the touchscreen with 2 fingers in physical hard way in the middle of the screen, it "wakes" up and I can continue to work however, it seems it got stuck in time 1 hour ago or even 10 minutes behind.

 

I also notice that I lose all connections, like wifi or 4G or just mobile connection, which I see reconnecting when I unlock the phone.

Looking at the battery there are gaps it seems that battery does not go down during these gaps so the phone goes to sleep?

 

Any idea what could cause this and how it can be solved?

thanks in advance

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119 Posts

09-11-2019

US

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Re:Moto G7 Power stops working until I press touch screen hard

2020-03-20, 19:44 PM

Hi Jormu, 

 

Thanks for posting. We can use Moto Help Application to diagnose an issue. Run a diagnostic first on Moto Help App > Device Diagnosis > Hardware Test. To get the most accurate result, we recommend running diagnose tests in Safe Mode. Safe mode starts the device without any third-party apps running. 

 

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.
 

While in Safe mode, please check and observe if the same issue persists. 

 

Best regards,
Mike
Motorola Support

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2 Posts

03-19-2020

BE

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Re:Moto G7 Power stops working until I press touch screen hard

2020-03-23, 10:02 AM

Hi, 

 

thanks for your feedback.

I did the diagnostics in Safe Mode but it didn't give me any errors.

 

I did a factory reset 1 hour ago and will keep monitoring the situation for the next 24 hours.

Right now so far I can unlock it without an issue, but it has only been 1 hour.

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8729 Posts

03-05-2018

US

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Re:Moto G7 Power stops working until I press touch screen hard

2020-03-23, 12:39 PM

Hi Jormu,

 

Thanks for initiating doing the factory data reset. Please make sure not to restore your apps and backup so we can confirm if this is a hardware failure. Let me know. 

 

Best regards,
Rich
Motorola-Lenovo Support



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2 Posts

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Re:Moto G7 Power stops working until I press touch screen hard

2020-03-24, 8:22 AM

Hi again, 

 

So I think the factory reset did the trick as the battery flow is very steady with no gaps.

I still have 98% battery left with 24h being on and 16 days resting battery haha, little over the top but I'll take it.

 

I will now start installing other apps and see if it happens again.

 

Thanks for your support everyone.

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8729 Posts

03-05-2018

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Re:Moto G7 Power stops working until I press touch screen hard

2020-03-24, 20:48 PM

Hi Jormu,

 

That's good to know. Glad you're seeing improvements. Just go back here on this thread in case you need further help with this. Thanks.

 

Best regards,
Rich
Motorola-Lenovo Support



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