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06-03-2019

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Moto G7 turns itself off

2019-06-03, 20:17 PM

I just recently purchased my Motorola G7 on Friday, May 31st. I have only had it a few days but it has consistently shut itself off twice on its own. Thr first time my phone was sitting at 52% and I wasn't using it at the time. The second, my phone was at 36% and I had no apps running besides the clock timer. Is this something I need to exchange?

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1896 Posts

03-11-2019

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Re: Moto G7 turns itself off

2019-06-04, 14:46 PM

Hi MotoG7_,

 

Thank you for posting. Can you try if the phone would randomly shut off during safe mode? Safe Mode puts your phone in a diagnostic state (returned to default settings) so you can determine if a third-party app is causing your device to shut off.
1. Press and hold the Power button until "Power off" appears then release.
2. Touch and hold Power off until the "Reboot to safe mode" prompt appears (approximately 1 second).
3. From the "Reboot to safe mode" prompt, tap OK to confirm. The process may take up to 30 seconds to complete. Upon reboot, "Safe mode" appears in the lower left of the screen.
4. With Safe Mode enabled, test device and app functionality.

 

Best regards,
Zeke
Motorola Support



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2 Posts

04-01-2017

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Re: Moto G7 turns itself off

2019-08-23, 13:27 PM

my phone turns off too.  putting it in safe mode isnt going to help.  

 

i had a g6 that turned off and i could not get it back on. it was the busiest day of my life so i just ordered a g7 from A/P and get to me the next day.  now i have two motorolas that like to turn off. not impressed. 

 

 

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2 Posts

09-14-2019

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Moto G7 keeps randomly shutting down

2019-09-14, 15:47 PM

I have had this phone for less than a week, and it is in perfect condition. Yesterday, I noticed the phone was off even though I knew the battery wasn't even below 70%. This happened a few times and now I can't get it to turn on at all. It starts to boot, it gets to the blue Motorola screen and the front camera LED is on, which I don't remember it doing before. After that screen/LED combo come up, it shuts back down. Recovery mode and factory mode just boot loop me to the blue screen or the tolls screen again.

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132 Posts

09-11-2019

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Re: Moto G7 keeps randomly shutting down

2019-09-16, 20:43 PM

Hi Wesleyallenh


Thanks for posting. What happened when you select the recovery mode? If you can't get into recovery mode to perform an external reset, I recommend using the LMSA tool and see if it helps to reset the phone. 

 

Once you downloaded the tool, kindly perform the "Rescue" function. Please see the links for the instruction.

 

https://support.lenovo.com/us/ja/downloads/ds101291

https://support.lenovo.com/us/en/solutions/ht102605

 

Best regards,
Mike
Motorola Support

 

 

 

 

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11 Posts

11-27-2019

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Re: Moto G7 keeps randomly shutting down

2019-11-27, 17:50 PM

My G7 randomly shuts down too, sometimes in the middle of a call or a game. It seems to be happening more frequently.

Also, it recently started requiring me to hold down the power button for 15 seconds before it will restart. And it takes two to three minutes before my lock screen shows. The start up time is getting longer and longer.

How do I fix it? Is there a software patch or update that will fix it? My software says it's up-to-date on my phone. Should I get the phone replaced or is this an issue with all G7s and replacing it will not fix the issue?

Thank you.

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11 Posts

11-27-2019

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Re: Moto G7 turns itself off

2019-11-27, 17:54 PM

My G7 randomly turns off too. This seems to be an issue with the phone since multiple people have the issue. The answer I keep seeing is 'turn on safe mode'. If the phone doesn't function correctly or if we have to use safe mode, then Moto needs to find a fix and stop blaming third-party apps from the Play Store.

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2 Posts

09-14-2019

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Re: Moto G7 keeps randomly shutting down

2019-11-27, 17:59 PM

Mine just started working properly, idk if they pushed a patch for it. It seems like the battery gets jarred really easy, sometimes when if I drop it, even if it's just onto grass or tossing it on to my bed, it'll shut off. Not sure what causes it and the reply I got wasn't particularly helpful. I guess I got lucky eventually and it self corrected

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03-05-2018

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Re: Moto G7 keeps randomly shutting down

2019-11-29, 18:39 PM

Hello,

 

Has anyone tried safe mode as suggested here? Is there any improvement? Please update your profile with the current phone, carrier and serial number -- this will help me investigate. Please make sure that the options under Settings > System > Motorola Privacy are on as well, and let me know (just reply here) if it's okay for me to look at your check-in data to see if they are a source of problems.

See here for the instruction.  Let me know. Thanks.

 

Best regards,
Rich
Motorola-Lenovo Support

 

 



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11 Posts

11-27-2019

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Re: Moto G7 keeps randomly shutting down

2019-12-07, 0:04 AM

I have updated my data in the Moto profile, I'm not starting my phone in safe mode. You can look at my phone configuration if you want to, but I think it is a battery problem and Moto should fix it.

 

I've read about the battery problems that Moto G phones have in industry publications  and I'm sure that is the issue with my Moto G7, and the issue of randomly shutting off is getting worse.

 

Just last night, the phone shut off immediately when I plugged in the charger, and I was in the middle of a game! I paid extra to get the Moto brand turbo charger equipment too. It's obviously a battery issue like the Android sites say.

 

I had a ZTE for years and never had this issue. Does Moto think people can get along without third-party apps and that we should run in safe mode all the time? Smart phones are supposed to be made to use apps. I will never buy a Moto phone again.

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