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Current version by: jayeff ,

Text:

Hi,
 
Try using the phone in [https://support.sprint.com/support/tutorial/Access-Safe-Mode-Motorola-Moto-G4-Play/WScenario_542_70020_771_en_279-dvc10390000prd|safe mode] and check if the problem still occurs.
 
If it works OK in safe mode, then a ''downloaded'' app is the cause of the problem. The trick is to find out which one. You need to uninstall each downloaded app, one by one, and then test the phone in normal mode, between each uninstall to check if it is working OK or not.
 
When it does work OK, then the last downloaded app that you uninstalled is the culprit.
 
You could also check if the phone’s proximity sensor is working OK or not.
 
With the phone in normal mode, (not speakerphone mode), make a call and place the phone down on a table. Then place your hand over and then away from the proximity sensor located on the top left side of the screen as you are looking at it, to see if the screen goes off and on that way.
 
If you are uncertain about the proximity sensor, there are apps available such as [https://play.google.com/store/apps/details?id=com.mobiledirection.proximitysensorreset&hl=en_AU|this] which may be of some help. There are be [https://play.google.com/store/search?q=phone%20proximity%20sensor%20test&c=apps&hl=en_AU|others] as well that may be better I don’t know haven’t had to try any yet.
If you are uncertain about the proximity sensor, there are apps available such as [https://play.google.com/store/apps/details?id=com.mobiledirection.proximitysensorreset&hl=en_AU|this] which may be of some help. There are be [https://play.google.com/store/search?q=phone%20proximity%20sensor%20test&c=apps&hl=en_AU|others] as well that may be better I don’t know haven’t had to try any yet.

Status:

open

Edit by: jayeff ,

Text:

Hi,
 
Try using the phone in [https://support.sprint.com/support/tutorial/Access-Safe-Mode-Motorola-Moto-G4-Play/WScenario_542_70020_771_en_279-dvc10390000prd|safe mode] and check if the problem still occurs.
 
If it works OK in safe mode, then a ''downloaded'' app is the cause of the problem. The trick is to find out which one. You need to uninstall each downloaded app, one by one, and then test the phone in normal mode, between each uninstall to check if it is working OK or not.
 
When it does work OK, then the last downloaded app that you uninstalled is the culprit.
 
You could also check if the phone’s proximity sensor is working OK or not.
 
With the phone in normal mode, (not speakerphone mode), make a call and place the phone down on a table. Then place your hand over and then away from the proximity sensor located on the top left side of the screen as you are looking at it, to see if the screen goes off and on that way.
 
If you are uncertain about the proximity sensor, there are apps available such as [https://play.google.com/store/apps/details?id=com.mobiledirection.proximitysensorreset&hl=en_AU|this] which may be of some help. There are be [https://play.google.com/store/search?q=phone%20proximity%20sensor%20test&c=apps&hl=en_AU|others] as well that may be others,better I didn’t do too much searching. ;-)don’t know haven’t had to try any yet.
If you are uncertain about the proximity sensor, there are apps available such as [https://play.google.com/store/apps/details?id=com.mobiledirection.proximitysensorreset&hl=en_AU|this] which may be of some help. There are be [https://play.google.com/store/search?q=phone%20proximity%20sensor%20test&c=apps&hl=en_AU|others] as well that may be others,better I didn’t do too much searching. ;-)don’t know haven’t had to try any yet.

Status:

open

Edit by: jayeff ,

Text:

Hi,
 
Try using the phone in [https://support.sprint.com/support/tutorial/Access-Safe-Mode-Motorola-Moto-G4-Play/WScenario_542_70020_771_en_279-dvc10390000prd|safe mode] and check if the problem still occurs.
 
If it works OK in safe mode, then a ''downloaded'' app is the cause of the problem. The trick is to find out which one. You need to uninstall each downloaded app, one by one, and then test the phone in normal mode, between each uninstall to check if it is working OK or not.
 
When it does work OK, then the last downloaded app that you uninstalled is the culprit.
 
You could also check if the phone’s proximity sensor is working OK or not.
 
With the phone in normal mode, (not speakerphone mode), make a call and place the phone down on a table. Then place your hand over and then away from the proximity sensor located on the top left side of the screen as you are looking at it, to see if the screen goes off and on that way.
 
If you are uncertain about the proximity sensor, there are apps available such as [https://www.apk20.com/apps/com.tigermonster.proxfinder/|thishttps://play.google.com/store/apps/details?id=com.mobiledirection.proximitysensorreset&hl=en_AU|this] which may be of some help. There may be others, I didn’t do too much searching. ;-)
If you are uncertain about the proximity sensor, there are apps available such as [https://www.apk20.com/apps/com.tigermonster.proxfinder/|thishttps://play.google.com/store/apps/details?id=com.mobiledirection.proximitysensorreset&hl=en_AU|this] which may be of some help. There may be others, I didn’t do too much searching. ;-)

Status:

open

Edit by: jayeff ,

Text:

Hi,
 
Try using the phone in [https://support.sprint.com/support/tutorial/Access-Safe-Mode-Motorola-Moto-G4-Play/WScenario_542_70020_771_en_279-dvc10390000prd|safe mode] and check if the problem still occurs.
 
If it now works OKOK in safe mode, then a ''downloaded'' app is the cause of the problem. The trick is to find out which one. You need to uninstall each downloaded app, one by one, and then test the phone in normal mode, between each uninstall to check if it is working OK or not.
If it now works OKOK in safe mode, then a ''downloaded'' app is the cause of the problem. The trick is to find out which one. You need to uninstall each downloaded app, one by one, and then test the phone in normal mode, between each uninstall to check if it is working OK or not.
 
When it does work OK, then the last downloaded app that you uninstalled is the culprit.
 
You could also check if the phone’s proximity sensor is working OK or not.
 
With the phone in normal mode, (not speakerphone mode), make a call and place the phone down on a table. Then place your hand over and then away from the proximity sensor located on the top left side of the screen as you are looking at it, to see if the screen goes off and on that way.
 
If you are uncertain about the proximity sensor, there are apps available such as [https://www.apk20.com/apps/com.tigermonster.proxfinder/|this] which may be of some help. There may be others, I didn’t do too much searching. ;-)

Status:

open

Original post by: jayeff ,

Text:

Hi,

Try using the phone in [https://support.sprint.com/support/tutorial/Access-Safe-Mode-Motorola-Moto-G4-Play/WScenario_542_70020_771_en_279-dvc10390000prd|safe mode] and check if the problem still occurs.

If it now works OK, then a ''downloaded'' app is the cause of the problem. The trick is to find out which one. You need to uninstall each downloaded app, one by one, and then test the phone in normal mode, between each uninstall to check if it is working OK or not.

When it does work OK, then the last downloaded app that you uninstalled is the culprit.

You could also check if the phone’s proximity sensor is working OK or not.

With the phone in normal mode, (not speakerphone mode), make a call and place the phone down on a table. Then place your hand over and then away from the proximity sensor located on the top left side of the screen as you are looking at it,  to see if the screen goes off and on that way.

If you are uncertain about the proximity sensor, there are apps available such as [https://www.apk20.com/apps/com.tigermonster.proxfinder/|this] which  may be of some help. There may be others, I didn’t do too much searching. ;-)

Status:

open