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Motorola Moto Z Play Troubleshooting

This troubleshooting page will help you diagnose problems with the Motorola Moto Z Play.

Distorted or Black Screen ¶ 

The phone screen is black even when the phone is on, or appears distorted during scrolling.

Phone Needs to be Reset ¶ 

A lot of purchasers of the Moto Z Play have problems with their screen being black even if the phone still works. A potential fix to this issue is to do a hard factory reset. Connect your device to the charging cable. Hold down the power key for 10 - 20 seconds. If that doesn’t work, hold down both the power key and the volume key for 30 - 40 seconds. Use the volume down key to scroll to “Recovery” and the volume up key to confirm. Press and hold the power button when the Android logo appears.

Warning: If the phone is not charged past 5% or plugged into the charging cable, it may not turn back on when you reset it.'

Screen is Installed Upside Down ¶ 

If the display is distorted when you scroll up or down on your phone, the screen could be on upside-down. Remove and replace the screen in the correct direction using this guide.

Battery Won’t Charge ¶ 

After plugging in the charger to the phone, the battery will not charge.

Phone Needs to be Reset ¶ 

If the screen is black and does not power on while charging, press and hold the Power button for 5-10 seconds. If device still does not turn on, wait 1-2 minutes, then perform the process again.

Device Needs to be Charged in Safe Mode ¶ 

It is likely that if the device is not charging properly, the device charges in factory mode. A usual cause can be downloaded applications that force the device to restart itself, freeze, crash, or lag. Safe mode starts the device without the interaction of 3rd party applications. To Enable Safe Mode (if device is off):

  1. Press the Power button
  2. Press and hold the volume down button as soon as the Motorola logo shows up on the screen.
  3. Keep holding button until animation ends and the device will start in safe mode.

While in safe mode, use the device normally and if the device works, it is likely that a recently downloaded application is the cause of your problems.

To remove application:

  1. Go to Play Store
  2. Go to Menu
  3. Go to My apps & games
  4. Touch the application you want to remove
  5. Touch Uninstall, and press OK
  6. After removing the app that’s causing the problem, exit from safe mode by restarting your device.

Charging Port is Dirty ¶ 

Lint, dust, and debris can easily get stuck in the charging port and block the charging cable from fully connecting. Try inserting a small needle or paperclip into the charging port and gently moving it or sliding it around. Repeat this process until you are no longer removing lint and debris from the charging port.

Battery Needs to be Replaced ¶ 

At some point, the battery on your phone won't be able to hold a charge anymore. It might be time to replace your battery, using this guide.

Charging Port Has Bent or Broken Pins ¶ 

If the charging cable does not fit into the charging port, it is likely that the charging pin is bent in the phone. It can be bent back into place and straightened to fit into the charging cable.

Charger is Not Designed for Device ¶ 

Often times, devices require specific charging cables. Make sure you are using the charging cable that came with the device, and not a third party charging cable.

Cracking/Popping from Speaker Before Audio is Played ¶ 

Before any sound starts playing from the speakers, there is a popping or cracking noise which can occur before ringtones, notification sounds, watching videos, keyboard sounds, and sending text messages.

Moto Voice and Bluetooth Are Both Turned On ¶ 

This cracking/ popping sound often occurs when you have the Moto Voice feature setup and then you turn the Bluetooth feature on. Try turning one of the features off.

Phone Needs to be Reset ¶ 

If the speaker crackling is a software issue, then a hard factory reset will should solve the problem. Connect your device to the charging cable. Hold down the power key for 10 - 20 seconds. If that doesn’t work, hold down both the power key and the volume key for 30 - 40 seconds. Use the volume down key to scroll to “Recovery” and the volume up key to confirm. Press and hold the power button when the Android logo appears.

Warning: If the phone is not charged past 5% or plugged into the charging cable, it may not turn back on when you reset it.

Speaker Need to be Replaced ¶ 

The speaker can wear out and break down over time or from misuse. Try replacing your speaker using this guide.

Frozen Display Screen ¶ 

An image is visible on the screen, but no actions by the user seem to have any effect.

Phone Needs to be Restarted ¶ 

Most of the time all that is required to “wake up” an unresponsive device is a simple restart.

Connect your device to the charging cable. Hold down the power key for 10 - 20 seconds. If that doesn’t work, hold down both the power key and the volume key for 30 - 40 seconds. Use the volume down key to scroll to “Recovery” and the volume up key to confirm. Press and hold the power button when the Android logo appears.

Warning: If the phone is not charged past 5% or plugged into the charging cable, it may not turn back on when you reset it.

Cracked or Shattered Screen ¶ 

The glass screen is cracked or shattered.

Screen Needs to be Replaced ¶ 

The Moto Z Play may or may not still be functional, but the display may be cosmetically damaged. Unfortunately the glass and digitizer are a single unit and must be purchased together. The screen may be purchased here, but be sure to select the correct color.

The Motorola Moto Z Play screen replacement guide may be found here.

11 Comments

Phone is not ringing from the speakers when the headphones are pugged in. Plz fix it

sankara rao Muddada - Reply

i am not able to hear the ringtone from the speakers while headphones are plugged in. Plz fix it

sankara rao Muddada - Reply

ringtone is working when headphone is plugged in on my Moto Z play . plz give solution

sankara rao Muddada - Reply

I’ve replaced the digitizer on the Moto Z play and it will not pick up touch unless I already have a finger on the screen. This is the second screen I’ve tried from two different companies. Any thoughts?

Clyde Sacrofft - Reply

Phone is responsive, but continues with black screen even after several restarts.

Jesabel Cruz - Reply

i had this issue and returned to motorola as i was still under warranty.

Duane McMahon -

Its not possible to install the screen upside down! That is such a bizarre advice!

Does anyone have any tips for getting annew screen seated flat? For the life of me i cannot get the new screen to sit flush with the edges, i suspect its related to the flex circuit on the back of the new screen.

Samuel Porter - Reply

My phone was working all day and then I come home and when I try to turn it on I just see a small flash of glitchey-ness on the top right corner. It can still take pictures, I can hear notifications, and the fingerprint and power button work but the screen is just completely black. Please help!

Sasha Nodine - Reply

My screen is black it won't charge and it wont come on at all even when plugged up to the charger. What do i need to do or is the phone beyond repair?

wandaldaniels - Reply

My screen is working ok, but the top started to peal. I thought it was a screen protector and tried to peal it back the rest of the way. It tore and left a sticky residue. Verizon store and Best buy Geek squad (nice guys) could not clean!! It is really sticky? Help.

Sharon Susa - Reply

Can't get my phone to charge when hooked up to charger just going down in battery present please help.

Tyler Otto - Reply

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