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Repair, disassembly, and troubleshooting information for the 3rd generation Moto G Play, a Motorola smartphone released in 2024. Identified by model number XT2413.

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Could this be an iFixit problem?

List of problems for phone purchased on August 16, 2024:
1. Speaker phone button sometimes does not work.
2. When I am on a call and another call rings in, the original caller only hears static so I cannot tell them to hold on one minute.
3. Lots of times the other caller says that I am breaking up when I am within my city limits (my last phone, an LG Stylo 4 never had this problem).
4. Xfinity has tried twice and cannot get my visual voicemail set up.

I am a power of attorney for several clients and cannot mail my phone into Motorola. Do these sound like problems that I could fix with your kits and videos (my husband and I are fairly mechanical)? I am not sure if these are software issues or faulty hardware issues.

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Hi @smh5305,

Do any or all of the problems still occur when using the phone in safe mode?

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@jayeff My phone never goes to the 'Power Off' screen; it just powers off. So, I can't try safe mode.

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@smh5305

Very strange.

Try the following and see if that works:

Power off the phone.

Turn on the phone and when you first see the Moto logo appear on the screen, press and hold the Volume Down button until it shows that it is in Safe mode, then release the button

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@jayeff okay, that did not give me any options but it did start up in Safe Mode. Should I now just go through the day to see if there are no problems?

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Someone has access to my phone and is using the security details this is the first time I've contacted it and there is questions and what not that have been answered on my account and I've never done it before how do I fix this

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@smh5305

Yes.

The idea is if it works OK in safe mode, then a downloaded app (i.e one that has been downloaded and installed by you and wasn't preinstalled on the phone when you first got it) may be the cause of the problem.

The trick is to find out which one is the culprit.

You will need to uninstall each downloaded app, one at a time and then use the phone in normal mode between each uninstall to see if it works OK, (allow sufficient time between each uninstall, to be sure whether it works OK or not before proceeding further). When it does work OK, then the last downloaded app that was uninstalled was the problem.

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I apologize. After going through safe mode I realized that I have never downloaded any apps to my new phone. Could I have just had bad luck and bought a faulty phone?

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@smh5305

Did you try it in safe mode anyway, you never said?

If still no good there are 3 options to try:

1. Clear app cache and check.

2. Perform a factory data reset and check.

Be aware that doing this will erase all your data. It will restore the phone to its factory default condition. So backup the phone to the cloud or a PC before doing this.

Also if there is a Google account associated with the phone, you will need to remember the account user ID and password, to access the phone after the reset so that it can be set up again. This is due to a security feature being enabled by the reset. Known as a FRP lock -Factory Reset Protection - theft deterrent feature to prevent stolen phone being reset to new and onsold)

3. If still no good and if you have had the phone since new and it is still within the warranty period, take it back and get a new one or your money back as it is faulty.

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@jayeff yes, I did try it in safe mode which did nothing. However, similar to the factory reset, I found a website that walked me through checking the SIM usage, completing a hardware checkup, and doing a network reset. The network reset may have helped (at least it made my visual voicemail start up). I will give it a few days. If not, I will try the factory reset ...after I do a back up.

Thank you for ALL of your advice!

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