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Jeffrey B
Jeffrey B,
Category: Android Devices
Satisfied Customers: 3874
Experience:  ICT Support 1/2/3/ Line at Peopleware
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Despite trying every suggestion including a full reset I am

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Despite trying every suggestion including a full reset I am unable to hear incoming message tones.
Assistant: What device or product has sound issues?
Customer: Moto G6
Assistant: How long have you had your G6?
Customer: 15 months
Assistant: What have you tried so far?
Customer: Changing settings, rebooting, resetting.
Assistant: Anything else you want the Electronics Expert to know before I connect you?
Customer: No

Hello, my name is*****'m happy to assist you today with your Moto G6, Lets get started!

Can we please try the following:

Try powering off the Moto G6, pull the power cable out of the Moto G6, wait for 1 minute, then put the power cable back in. After this try again.

Please let me know how this goes.

Kind regards,

Jeffrey4

Kind regards,
Jeffrey

Customer: replied 7 months ago.
No it didn't work
Customer: replied 7 months ago.
Are you going to give me alternative suggestions to help.

Understood, Thank you

please perform clear cache partition on your device;

  1. Turn the phone Off
  2. Press and hold “Volume down” and “Power” at the same time
  3. At the “Boot Mode selection” screen release the keys
  4. Press “volume down” to navigate the menu and highlight “Recovery
  5. Press “Volume Up” to select the highlighted option
  6. At the “No Command” screen, press and release “Power” and “Volume Up” simultaneously repeatedly until you gain access to Recovery
  7. Once in Recovery, press “Volume down” to navigate to and highlight “Wipe cache partition
  8. Press “Power” to confirm
  9. Once the cache is cleared, highlight “Reboot system now” and press “Power

Please let me know how this goes.

Kind regards,

Jeffrey

Customer: replied 7 months ago.
Still no sound

Understood, Thank you

can we try the steps here please:https://motorola-global-portal.custhelp.com/app/answers/indevice_detail/a_id/127858/p/30,6720,10385

Please let me know how this goes.

Kind regards,

Jeff

Customer: replied 7 months ago.
That link just give the basic control information. No steps just audio alert adjustments

Understood, Thank you

have we tried this:

Do Not Disturb set to Priority and Messages are not being treated as a Priority item.

Have a look under Settings, Sound, Do Not Disturb preferences, Priority-only settings and check that the settings there under Messages say From Anyone and not None.

I take it you are using the standard Moto installed SMS app for messaging?

I also assume that you've checked that Default Notification Sound in Sound settings has a sound chosen and not None?

Please let me know how this goes.

Kind regards,

Jeffrey

Customer: replied 7 months ago.
The Do not disturb is off. A tone is selected. The are no priority only settings in this the lasted update it is limited and does not give many options this is version 9

Understood, Thank you

in the app permission it is also all allowed?

is it only thext messages or and also ringtones?

also whatsapp?

Kind regards,

Jeffrey

Customer: replied 7 months ago.
All permissions allowed. Can hear incoming calls. Don't use WhatsApp

Understood, Thank you

so this are text messages only you are not hearing?

Kind regards,

Jeff

Customer: replied 7 months ago.

Thank you

also the app permission are correct for the text app?

Kind regards,

Jeffrey

Customer: replied 7 months ago.
The permissions for messages are correct. Not changed any permission settings.

Thank you

have you also tested if it works Under safe mode?

Kind regards,

Jeffrey

Customer: replied 7 months ago.
Does not work in safe mode. I even tried a full factory reset.
Customer: replied 7 months ago.
As you haven't been able to solve the problem. I have decided to use the Textra app and I now can hear the message tone. Thanks for your efforts

Understood, Thank you, ***** ***** read this got solved

you are welcome.

Kind regards,

Jeff

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