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Moto G7 - can't make calls after Android 10 update

2020-07-08, 3:28 AM
My photo did a system update yesterday to Android 10 and ever since it can't make or receive phone calls. Is there a patch for this or can I roll back the update?
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Android 10 update - phone app won't send or receive calls

2020-07-08, 16:20 PM

Hello

 

I updated to Android 10 and latest Moto update.  Phone app won't send or receive calls.  'Call is not connected' 'Server error' when try to make outgoing call.  Incoming calls go straight to voice mail.

 

I updated phone app in Google play store.  I cleared cache and storage and restarted phone.  Still not working.  My phone and carrier information are in my profile.  Please help.  Thank you!

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Re:Moto G7 - can't make calls after Android 10 update

2020-07-08, 16:34 PM

Hi CareyH,

 

I saw your post on the other thread for G7 Play. Let's keep this thread you created for G7. I would like to confirm, does it happen with all contacts and calls? Make sure all apps are up to date in Play Store. If you're using Phone app by Google, try clearing its data (Settings > Apps & notification > see all > Phone > Storage > Clear Storage or Clear Cache and Data). 

 

See if it happens in safe mode as well. 

 

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.

Turn off airplane mode.
Just turn off and on the phone to boot back to normal mode.

 

As for your question, unfortunately, there's no native option to roll back the update. Let me know thanks.

 

Best regards,
Rich
Motorola-Lenovo Support 



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Re:Moto G7 - can't make calls after Android 10 update

2020-07-08, 18:51 PM
Rich, I cleared the phone app cache and storage and still could not make calls. I started the phone in safe mode and turned off airplane mode and still could not make calls.
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Re:Moto G7 - can't make calls after Android 10 update

2020-07-09, 14:49 PM

Hi Gina Lee,

 

I merged your post in this thread. Thanks for updating your profile.I  will include you in the report.

 

Hi CareyH,

 

Thanks for trying the suggestion. I have raised this and I will let you know if we need further instruction on this.

 

To both of you, can you please generate a bug report when you can't make or receive calls?

 

To capture Bug Report:

Go to Settings > About phone > Build number 

Tap Build number seven times. After the first few taps, you should see the steps counting down until you unlock the developer options. Once activated, you will see a message that reads, “You are now a developer!”
Go to Settings ->Developer options -> Enable USB debugging > Toggle On
Enable Settings -> Developer options -> Enable Bug Report shortcut > Toggle On
Once the issue is reproduced: Go to Settings -> Developer options -> Click on take bug report or Press Power button and then choose Bug Report from the Power down menu.
Wait for some time until the bug report is collected. It takes around 3 to 4 minutes to collect the Bug Report.
Then upload the BugReport to your personal Google Drive and then share the link to the BugReport via private message.
Provide observations of what you saw happen right before the bug report was taken. Please indicate the local time when you observed the behavior. 

Also, please include the location where it happened. Thanks.

 

 

Best regards,
Rich
Motorola-Lenovo Support



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Re:Moto G7 - can't make calls after Android 10 update

2020-07-09, 15:04 PM

We use the Moto G Series phones in our company and have had the "can't make or receive calls after the Android 10 update" issue on 2 out of 8 phones so far. I'll be troubleshooting phone number 2 today but the first phone I had to move the phone number to another SIM to get the phone working again. Weird part is Cellular data and texts work but calls don't. Somehow causing SIM failure, our phones are on Verizon.

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Re:Moto G7 - can't make calls after Android 10 update

2020-07-09, 20:30 PM

I am having the same issue.  Were you able to resolve the issue?

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Re:Moto G7 - can't make calls after Android 10 update

2020-07-09, 20:42 PM

I disabled VoLTE and am now able to make calls.

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Re:Moto G7 - can't make calls after Android 10 update

2020-07-09, 21:32 PM
That is exactly my experience and I'm on Verizon, too. I have a new SIM card coming in the mail. Hope it fixes my problem. I'm glad you mentioned that!
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07-10-2020

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Re:Moto G7 - can't make calls after Android 10 update

2020-07-10, 2:04 AM

Adding to this thread as I discovered today not able to make/receive calls as well after updating to Android 10 last night. I have gone through all the suggested troubleshooting tips as well with no luck.

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