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The 5th generation of the Moto E Play smartphones, released in July 2018. Model numbers XT1921

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Why can't the other person her me when in a call

Why can't the other person hear me when in a call

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Hi,

Try the following to determine whether the problem is software or hardware related.

a) Try using either the earphones with the microphone attachment or use the phone in Loudspeaker (hands free) mode and check if you can be heard OK when on a call.

If you can then then this proves that the phone’s voice transmission circuitry is OK.

If you can’t then there is a systemboard problem.

b) Use a strong light and a magnifying glass to check if the phone’s voice inlet hole, located on the bottom edge of the phone is blocked with lint etc. If it is (or if you can’t tell), use a vacuum cleaner to try and suck out the obstruction. DO NOT use a metal pin or probe to try and clear it as you may damage the microphone which is directly behind it. If the phone is in a protective case ensure that this is not blocking the voice inlet hole either.

c) Try starting the phone in safe mode and check if you can be heard OK when on a call.

If it works OK when in safe mode then a downloaded app is the cause of the problem. The trick is to find out which one. You will need to uninstall each downloaded app, one by one, and test the phone in normal mode between each uninstall, until it works OK. When it works OK the last downloaded app that was uninstalled was the culprit.

d) If it is still not working OK when in safe mode try wiping the cache partition and check if it works OK.

e) If it is still not working OK then try a factory restore (aka factory reset, master reset)and check if this resolves the problem.

Be aware that a factory restore will erase all your data and downloaded apps. It will restore the phone to its’ factory default (or last system updated) condition. If you want to try this then backup the phone before performing the factory restore.

Once you have backed up the phone to the cloud or a PC by using the phone’s backup feature, factory restore the phone using the phone’s factory restore feature.

Once the phone has been restored to its’ default condition, test the phone to check if it works OK.

If it now works OK, restore the phone with the backup that you made earlier, by using the phone’s restore feature.

Once the phone has been restored to what it was, check that it still works OK. If it does then the reset has resolved the problem.

If it still doesn’t work OK then there is a problem with the phone’s internal microphone. The phone will have to be opened and the problem further diagnosed as to the cause. Here’s a link to a video that may help as it shows how to open the phone so that access to the microphone is possible

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