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The device cannot send or receive call requests.

If you are using the  “My Numbers” app, refer to the “Call, Messaging, or Voicemail Issues with My Numbers Guide” for troubleshooting. If not, the problem is likely due to signal interference. Continue troubleshooting this issue below.

If Airplane Mode is active, the phone’s signal is completely blocked. To toggle Airplane Mode, swipe up from the home screen to access the applications. Navigate to “Settings” and select “Network & Internet”, then select “Advanced”, and turn Airplane mode off.

Restarting the device will reset any settings that may be interfering with the cellular connection. To restart the device, hold down the power button until the options screen appears, then release the power button. Select “Power Off and Restart” and confirm the action by pressing “Restart”. Allow a few minutes for the phone to reset, then hold the power button until the phone turns back on.

HD Voice will require higher amounts of bandwidth than normal calling. If you are in areas with low bandwidth, sending and receiving call requests may not be possible. To disable HD Voice, swipe up to view the apps page. Select “Settings” and navigate to “Network and Internet”. Then tap “Advanced Calling” and toggle the adjacent switch off. If this action does not fix the problem, turn the switch on and continue troubleshooting.

Assisted dialing automatically assigns global dialing settings. The problem may be created through automatic adjustment when traveling over large distances. From the home screen, tap on  the “Phone” application, then select the “Menu” icon on the top right. Maneuver through “Settings” to “Calls” and then tap “Assisted Dialing”. Toggle the corresponding checkbox to ensure the setting is disabled. It is recommended that you restart your device after changing this setting.

Removing then reinstalling the SIM card may help resolve activation issues. Power off the device, and find the small hole on the left edge of the device. Using a SIM slot tool or a paperclip, gently press the small pointed end into the hole. The SIM tray will then pop out slightly to the side. Slide the tray out and let the phone sit for a moment. Then, reinsert the tray until it clicks. Once the tray is reinserted with the SIM card present, power on the phone and check to see it is activated with the carrier network. 

From the home screen, swipe up on the center of the display and access the apps page. Navigate to “Settings” and select “Apps & Notifications”. Press “See all ‘xx’ apps”. Locate and tap the appropriate calling app. Press “Force Stop”, then tap “OK” and select “Storage”. Press “Clear Storage” to reset the internal settings. If the option is not available, you may need to delete and reinstall your calling application. Press “OK” to confirm the storage reset.

If none of the above suggestions work, try resetting all applications on the phone, in case some are interfering with each other. From the home screen, swipe up and navigate to the applications page. Select “Settings” , then go to “System”, and tap “Advanced”. Now, select “Reset Options”. Then, tap “Reset App Preferences” and confirm by selecting “Reset Apps”.

Resetting the network settings will directly reset the phone’s signal sending/receiving systems. From the home screen, swipe up and access the application page. Navigate to “Systems”, “Settings”, and then “Advanced”. Select “Reset Options” and tap “Reset Wifi, Mobile & Bluetooth”. Finally, press “Reset Settings” and confirm.

Can’t complete initial activation after purchasing the phone.

If you recently switched from an iPhone to a Motorola Moto E6 Play while keeping the same network provider, the “Find My iPhone” feature may still be active. This continues to attach the iPhone to your line of service with that provider. To fix this, disable “Find My iPhone” on the previous device. To do this remotely, ensure that the iPhone device has a connection to Cellular Data or WiFi. Go to iCloud.com, and click “Find iPhone” on the main iCloud screen. Click “All Devices”, then click the small “x” next to the device you want to remove and confirm by clicking “Remove”. With the previous phone no longer connected to your line of service, you should be able to activate the new phone.

Removing and then reinserting the SIM card may fix issues with activation. Power the device off and locate the small hole on the left edge of the phone. Use a thin, metal object, like a hairpin to push the button at the bottom of this hole, which will cause the SIM card slot to pop out. Carefully remove the SIM card and reinsert it. The gold contacts should face down, and the angled edge should go in first. Gently push the SIM card slot back in until it re-engages, and attempt activation again.

Speaker audio is quiet or not working at all.

On the phone’s homepage, pull down from the top of the screen. Click on Audio Profiles, where you will see a list of audio settings for the phone. If silent mode is on, turn it off, and check the volume to see if the issue is resolved.

Wiping the cache partition periodically can help the phone run more smoothly. Wipe the cache by first turning the phone off. Then, press and hold the “Volume Up”, “Volume Down”, and “Power” keys. Once boot options appear, use the “Volume Down” button to highlight “Recovery”, and “Volume Up” button to select it. Press and hold “Volume Down”. Then, tap “Volume Up”. On the next screen, which should have blue text, use “Volume Down” to highlight “Wipe Cache Partition”, and hit “Power” to select it. Use the “Power” button again to reboot, and test the volume.

To test if a third party app is blocking the audio, boot the phone into “Safe Mode” by pressing the “Power” key. Next, touch and hold “Power Off”, and hit “OK” when the “Reboot To Safe Mode” option appears. Test if the speaker works. If so, then the issue is being caused by a third-party app. You can either factory reset to remove it, or selectively uninstall apps that you believe may be causing the problem.

The speaker may be malfunctioning because of dust or a small object in the headphone port that activates the headphone mode of the phone. Clean out the headphone port carefully, and test the volume again. If not, you may have a loose connection inside of the speaker. To test this, gently press around the speaker to press the connections together, and test the volume.

Attempts to turn on the phone have failed, or it cannot hold a charge.

If the phone will not power on, the phone battery may be experiencing low power. Verify that this is not the cause of the issue by placing the device to charge for a minimum of 20-30 minutes. Once completed, attempt to power on the device by pressing and holding down the power button for at least 5-10 seconds. If the device is still unable to power on, attempt to trickle charge. This is done by charging the phone with a USB cable plugged into a computer. Recovery time may range from 45 minutes to 2 hours with this method for completely dead devices. Once the device recovers, finish charging the device by connecting it to a wall charger.

If the device still cannot power on, try removing and re-inserting the battery. Please follow this guide to open the device and remove the battery. If it appears undamaged, re-insert the battery face up and follow the guide directions to reassemble the phone and attempt to charge the phone again.

Determine if the charging port or any other part of the phone has water damage, corrosion, lint, or bent and broken pins, which could damage the battery or port. If there is no visible external damage, you may need to open the phone to check the internal components for damage. Follow this guide to open the phone if needed and check if any parts need to be replaced. Then, hold down the power button to verify the device does not power on.

Confirm that you are using a functioning charger in a known working outlet. If not, try an additional working charger, and attempt to power on the device while it is connected to the wall charger. Verify that the charger is manufacturer-approved and compatible with the device. To ensure proper testing, do not use a car charger or a USB cable connected to a computer.

‘Camera Busy’ begins to appear on your screen.

This error can occur if you use the camera in one app and then switch to a different app that requires permission to access the camera. To fix this issue, perform the following steps. Turn your phone off and then on again. Check which apps have permission to access the camera by first clicking on “Settings,” then ‘“Apps & Notifications,” followed by “App Permissions,” and finally, “Camera.” Examine the list of apps that request camera access and withdraw access for unused or potentially suspicious apps.

If problems continue to occur with the camera, attempt to restart it. To restart the camera, perform the following steps. Turn your phone off and then on again. Clear the cache and data for the Camera app. Touch & hold the camera image and then touch the “i” image. Then, free up space by removing temporary files by clicking “Storage,” then “Clear Cache.” Over time, if the cache builds up again, repeat the process. If the problem still occurs, then delete all data saved in the app by selecting “Storage” and then “Clear Storage.”

Note: This action cannot be undone.

Check for updates to your Camera app by doing the following. Open the “Play Store” app. Click on the “Menu” image and select “My Apps & Games.” On the “Updates” tab, look for the “Moto Camera 2” app. If you see it, touch “Update” next to its name. If you don’t see it, then the newest version of the app is already applied to your phone. 

Use “Safe Mode” to see if the apps you installed are causing the issue and uninstall as needed. If the camera works correctly in safe mode, a third-party app is probably causing the issue. To reboot in safe mode: press & hold the Power button. When it restarts, you’ll see Safe Mode across the bottom of the home screen and widgets will be disabled. Use your phone and see if the problem has gone away.

Note: You will not be able to use any downloaded apps.