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9 Posts

10-21-2019

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Weird behaviour (G7, resetting out of nowhere)

2019-10-21, 12:02 PM

Hey!

I've a problem, I think.

It occurred already two times, my g7 (that I bought 15 days ago) was on my desk, with the screen to the bottom, in the not disturb mode. OK.

When I get it to see my notifications, the phone vibrates (as normal, when going out of the not disturb mode), but the screen doesn't turn on, the fingerprint sensor? Unresponsive. The Power/Volume buttons? Unresponsive too. Nothing for 30 seconds, I press the Power Button as if to turn on the device. It turns on as if nothing happened. I check the battery status, it says "Full charge 0 minutes ago" (the same occurs when you Restart the phone manually).

Is this problem common? There's known cause? What can I do?

 

Thanks for any help you can provide!

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1043 Posts

04-27-2011

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Re: Weird behaviour (G7, resetting out of nowhere)

2019-10-21, 12:56 PM

Might be that an app on your phone is causing this issue.

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9 Posts

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Re: Weird behaviour (G7, resetting out of nowhere)

2019-10-21, 13:05 PM

I seriously doubt, none of the apps I use ever caused me issues on my last phone (G5 plus), so I find very unlikely they would start causing problems now (and none of them are obscure, pretty much commonplace soft).
And well, this said I don't think safe mode would be of any help too (like, the first time the problem occurred was 14 days ago, and now today, to stay a month in safe mode waiting for something to happens, if it happens, would be... strange, and maybe useless, since it's very very unlikely to be a third-party app).

 

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2884 Posts

04-04-2018

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  • Message 4 of 16

Re: Weird behaviour (G7, resetting out of nowhere)

2019-10-22, 9:39 AM

 wrote:

I seriously doubt, none of the apps I use ever caused me issues on my last phone (G5 plus), so I find very unlikely they would start causing problems now (and none of them are obscure, pretty much commonplace soft).
And well, this said I don't think safe mode would be of any help too (like, the first time the problem occurred was 14 days ago, and now today, to stay a month in safe mode waiting for something to happens, if it happens, would be... strange, and maybe useless, since it's very very unlikely to be a third-party app).

 


Hi YukiS,

 

Thanks for posting this. Perform Clear Cache in your device-- go to Settings > Apps & notifications > App Info > select the apps > Storage > Clear Cache > restart the device.

 

I understand your concern, however, I would still suggest you check your device in Safe Mode and observe for some time like for half an hour and see if it power cycle on its own again. 

 

Regards,

Suman



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  • Message 5 of 16

Re: Weird behaviour (G7, resetting out of nowhere)

2019-10-23, 21:31 PM

Done that.

A whole day in Safe mode, nothing happened.

Any other advice to try to find the cause? There's any system log accessible to users (without root) that can be used to troubleshoot this?

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  • Message 6 of 16

Re: Weird behaviour (G7, resetting out of nowhere)

2019-10-24, 5:54 AM

 wrote:

Done that.

A whole day in Safe mode, nothing happened.

Any other advice to try to find the cause? There's any system log accessible to users (without root) that can be used to troubleshoot this?


Hi YukiS,

 

Let us know when it occurs again. Let us observe how often does it happen for now.

 

Regards,

Suman



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  • Message 7 of 16

Re: Weird behaviour (G7, resetting out of nowhere)

2019-10-29, 10:28 AM

Again! I was keeping the phone turned up side up and in safe mode. Today I forgot, turned it up side down, when I got it to see my notifications >> Vibrates one time >> Turns off. Battery was 83%. Didn't required the password to turn on, to tell the truth it turned on in like 3 seconds.

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  • Message 8 of 16

Re: Weird behaviour (G7, resetting out of nowhere)

2019-10-30, 5:09 AM

 wrote:

Again! I was keeping the phone turned up side up and in safe mode. Today I forgot, turned it up side down, when I got it to see my notifications >> Vibrates one time >> Turns off. Battery was 83%. Didn't required the password to turn on, to tell the truth it turned on in like 3 seconds.


Hi YukiS,

 

Do you mean, the device was unlocked without the password? Can you take the Full hardware test? Go to the App drawer > Moto Help > Hardware test > test Full. Let us know the result.

 

Regards,

Suman



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9 Posts

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  • Message 9 of 16

Re: Weird behaviour (G7, resetting out of nowhere)

2019-10-30, 10:27 AM

Well, full resets require the password to unlock the phone (since can't be done with fingerprints), right? This is what I mean, it allow to unlock with fingerprints when turning on (after turning off by itself).

 

Also, 0 tests failed!

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  • Message 10 of 16

Re: Weird behaviour (G7, resetting out of nowhere)

2019-11-05, 4:19 AM

 wrote:

Well, full resets require the password to unlock the phone (since can't be done with fingerprints), right? This is what I mean, it allow to unlock with fingerprints when turning on (after turning off by itself).

 

Also, 0 tests failed!


Hi YukiS,

 

Thanks for trying, I would suggest you perform a Factory Data Reset(without automatic restore) by taking back up of your contacts and data. Here is the link for Factory Data Reset. Let us know how it goes.

 

Regards,

Suman



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