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Re: Moto Z2 Play spontaniously shuts off and is hard to power back on

DEBPET82
Miembro

Has anyone had ANY SUCCESS with the so called Customer Service?  I've tried all the suggestions on the many forums related to this issue and contacted CS, who seemingly is only interested in if it has water or corrosion damage.  UGH!

If anyone has any ideas on how to resolve this random shutdown/battery malfunction/camera app misfire, please let me know. 

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Re: Moto Z2 Play spontaniously shuts off and is hard to power back on

Community Manager
Community Manager

We want to make sure you are all set with your device issues. It sounds like there have been various attempts to get this resolved. With regard to your device how long have you had this as an issue? Has there been any changes or updates to your device previously.

JasperM_VZW
Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Re: Moto Z2 Play spontaniously shuts off and is hard to power back on

DEBPET82
Miembro

It doesn't work

On Sat, Feb 2, 2019, 3:42 PM vzw_customer_support <

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Re: Moto Z2 Play spontaniously shuts off and is hard to power back on

Hahehachoo
Miembro

Anyone find anything on this? My phone just started doing the same exact thing.

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Re: Moto Z2 Play spontaniously shuts off and is hard to power back on

emm2019
Miembro

There is no damage to the Moto Z2 Play that I am referring to above. The turn-off issue is not happening as frequently now, but it's still happening.

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Re: Moto Z2 Play spontaniously shuts off and is hard to power back on

Community Manager
Community Manager

DEBPET82, I'm sorry to hear that previous correspondence with other representatives has been unable to resolve your issues with the Moto Z2 Play. I want to ensure that you're able to receive a proper resolution as soon as possible. Please check your inbox for a Private Message.

 

LorenzoP_VZW
Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Re: Moto Z2 Play spontaniously shuts off and is hard to power back on

Community Manager
Community Manager

I'm sorry to hear that your phone is having these same issues, Hahehachoo. It's important to us that your device is working properly and not shutting off. Have there been any changes to the device since this started happening? Ho long ago did this start? Does your phone have any physical or liquid damage?

 

JesusG_VZW
Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Re: Moto Z2 Play spontaniously shuts off and is hard to power back on

Hahehachoo
Miembro

It started about 3 weeks ago. No physical or liquid damage. Typically happens when the phone gets to around 56 percent or below. When i am able to get it back on it is often then at about 30 percent.

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Re: Moto Z2 Play spontaniously shuts off and is hard to power back on

SoccerRef12
Sr. Member

My guess is that it's a corrupt app on your devices. Go into your Google account and ensure your all you photos, apps with data, etc are backed up to to Google Drive.

Go into settings and search Backup. The only result I get is

Copia de seguridad

configuraciones

Choose that and ensure backup is turned on.  Tell it to backup now (may take awhile) and then you can do a factory data reset. After the factory data reset, Google will ask you to restore apps & data, choose yes; take a nap, because it takes a while to restore all you data. You will need to set up your home screen, log into most of your apps, but all your photos & app data should be there. I've had to do this once or twice on a couple of my Android devices over the years. Goog Luck!

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Re: Moto Z2 Play spontaniously shuts off and is hard to power back on

SoccerRef12
Sr. Member

The backup function can be found in Settings - System - Backup. You'll notice that if it's turned on, it will basically backup everything... SMS, phone calls, everything.

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