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Motorola Moto Z2 Play Troubleshooting

Released June 2017, identified by model number XT1710.

The Screen Display is Frozen or Unresponsive ¶ 

There is an image on the screen but finger contact has no effect.

The Screen is Cracked ¶ 

The Motorola Moto Z2 Play display could be on, but the cracks may be affecting the functionality of the touch screen. If the screen is cracked and unresponsive, you likely need to replace the screen — the replacement guide for the Motorola Moto Z2 Play screen is here.

The Phone Requires a Restart ¶ 

If the screen is not cracked but still frozen, the phone may need to be restarted. First, try holding down the “Power” button until the “Power off” message appears. Press “OK”, let the device turn off, and wait for several seconds. Now hold the power button again and release when the Motorola Moto Z2 Play logo appears. Wait to see if the touchscreen works properly. If the screen is still unresponsive, move to the next solution.

The Phone Requires a Reset ¶ 

Another potential solution to an unresponsive screen is to perform a hard factory reset. First, connect the Motorola Moto Z2 Play to its charging cord. Be sure to back up the phone before resetting to avoid data loss. Failure to plug the phone into its charging cord may result in not being able to turn back on phone. Then, simultaneously hold the power key and the volume key for 30-40 seconds. Scroll to “Recovery” with the down volume button and press the up volume button to confirm. Hold down the power button until the logo appears on the screen.

The Device does not Charge ¶ 

The Motorola Moto Z2 Play is plugged into the charger but will not charge.

The Charger is Faulty ¶ 

It is common to purchase replacement chargers for this device. While some of these chargers may work, many of the knockoff chargers break easily — instead, use the original charger. If the original charger is lost or broken, it can be ordered from the Motorola website.

The Phone is not Being Charged in Safe Mode ¶ 

Sometimes, a downloaded application can cause issues with device charging. To fix this issue, try starting the Motorola Moto Z2 Play in Safe Mode (allows the device to power on without third party applications interfering). If your phone is off, enable safe mode by pressing and holding the power button until logo appears. Then press and hold the volume down button 2-3 seconds after logo appears. Hold the volume button until “Safe mode” appears.

The Charging Port is Dirty ¶ 

A clogged charging port may be why the Motorola Moto Z2 Play is not charging. Use a flashlight, or any bright light, to look for any material clogging the charging port. If any material is visible, remove gently with a clean and dry toothbrush. Attempting to clean without a clean and dry toothbrush can cause damage to the device.

The Battery is Broken ¶ 

If a device is left on the charger for too long, its battery can die; this means that the battery will no longer be able to hold a charge. If you believe that the battery is dead, for example the battery dies too quickly, replace the battery using this guide.

The Charging Port is Broken ¶ 

If all other causes have turned out to be false, the charging port may have broken. Replacing the charging port will ensure its electrical connection with the phone works.

The Device is Overheating ¶ 

The Motorola Moto Z2 Play is hot to the touch and there are possible warning signs about temperature.

The Processor is too Busy ¶ 

The device could be running too many applications at once. This can make the processor too busy and can overheat the device. Try closing all the running applications. You can do this by tapping on the recent apps button on the right of the home button and tapping select all. Then let the phone rest a while to allow the phone to cool down.

The Temperature Needs to be Controlled with an Application ¶ 

If the Motorola Moto Z2 Play is overheating, an application could be installed to monitor the phone’s internal temperature. Certain apps can also establish maximum temperature thresholds.

Phone needs to be Power Cycled ¶ 

The device should be powered off by pressing the power button. After the device has turned off, wait several seconds before powering the device back on. It is recommended to complete this process of Power Cycling at least once every 48 hours. This allows applications or processes running in the background to be cleared.

The Fingerprint Scan Button won’t Respond ¶ 

The Motorola Moto Z2 Play fingerprint button will not sense fingerprint.

Phone Requires Reboot in Safe Mode ¶ 

A recently downloaded application can affect the Motorola Moto Z2 Play. Booting the phone in safe mode will only use the applications necessary to run the core of the phone. If your phone is off, enable safe mode by pressing and holding the power button until logo appears. Then press and hold the volume down button 2-3 seconds after logo appears. Hold the volume button until “Safe mode” appears. If the fingerprint button is still unresponsive, try removing recently downloaded applications.

The Phone is Turning off even when Charged ¶ 

The Motorola Moto Z2 Play indicates a full battery yet the phone is unresponsive or restarts unexpectedly.

The Phone is not Fully Charged ¶ 

Start by making sure that your phone charger is plugged into a wall outlet as opposed to a USB port on another device. Then connect your phone to the charger. Make sure to charge the phone until the battery meter indicates a full battery.

The Battery Requires Calibration ¶ 

Hold the power button until the device restarts. As soon as the phone restarts, plug the phone into the charger and allow the phone to fully charge. After the battery is fully charged, leave the phone connected to the charger for an hour.

The Battery is Broken ¶ 

If a device is left on the charger for too long, its battery can die; this means that the battery will no longer be able to hold a charge. If you believe that the battery is dead, for example the battery dies too quickly, replace the battery using this guide.

One Comment

The screen is black! When it first happened you only got a flash on the screen. Not enough to see anything but now it is just black all the time. I have tried everything on the internet but it just stays black now. Is the screen bad? Is there a bulb inside? The battery seems fine. When I hold any set of buttons it vibrates but no screen. Of course it happened a month out of warranty.

Steve smith - Reply

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