Motorola Moto G 2nd Generation Troubleshooting

You can't get the touch screen to respond to you, or the screen has gone completely blank or black.

If the screen is completely black, shine a bright light on the front sensor. If the screen brightens up, go to the pull down menu and adjust the brightness accordingly. You can also lock the screen with the power button, then swipe up once, down twice, and try moving your finger left to right at the top of the screen to try and adjust the brightness setting.

If the screen is completely unresponsive or frozen, you can restart your phone. To reset the phone without losing any data, simply hold the power button for 7-10 seconds and the phone will reset. If this doesn't work, hold the power button for a full 120 seconds while the phone is charging. This will perform a more thorough reset.

Your phone is dead and doesn't respond to key presses.

Since Moto G only comes with a standard USB cable and no charger, you have to use another charger you have lying around. If your phone recently ran out of battery and doesn't seem to charge, let the phone cool down and then plug it into the charger for about 20 minutes. While still charging, hold down the power key for 20 seconds. If this doesn't work use a different charger, preferably one with a charge rated between 500mA and 1.5A.

If the charger has been working, but the phone suddenly won't turn on, plug the phone into the charger and hold the power button and volume down button for 2 minutes (a timer may be helpful). After 2 minutes the screen with the "Normal Reboot" option highlighted should appear, and you can press volume up to boot it. If this doesn't work you should contact your retailer, your carrier, or Motorola.

If the battery needs to be replaced click on the following link for a replacement guide: Motorola Moto G 2nd Generation Battery Replacement

Your camera app simply won't start up.

Hold down the power button to reboot the phone. This should work as a temporary fix but further steps may need to be taken if the problem persist.

Go to Setting>Apps>Camera and hit "Force Stop," "Clear Data," and "Clear Cache." Note: This should not delete all of your pictures and other media stored in the camera but it is still recommended that you have a backup of the media before you clear the cache and data.

Apps like the flashlight app can use the camera flash, and apps like Snapchat can use the camera. A bug can cause them to still use these functions even when you think they're closed. First, tap the multitasking button on the bottom right and swipe any open apps. If this doesn't work, remove any apps that can use the flash or camera, and test until you find which app is causing the problem.

If the front camera needs to be replaced you can use the link below as a repair guide: Motorola Moto G 2nd Generation Front Camera Replacement

If the rear camera needs to be replaced you can use the link below as a repair guide: Motorola Moto G 2nd Generation Rear Camera Replacement

You can barely hear the person on the other end and they can barely hear you.

Press the volume up and volume down keys at the same time or try pressing the volume down and then the volume up button. This should let you adjust the volume to a comfortable level.

Make sure there's no dust or other small debris in the microphone hole or your earpieces. To clean them, use a soft brush or compressed air.

Many issues associated with volume are software errors that Motorola can patch with their updates. To make sure your phone is completely up to date go to Setting>About Phone>System Updates and install any updates if they are available.

Your audio has static in the background or it is of poor quality.

If the audio is poor quality go to Settings>Sound>Audio Effects and you can change the equalizer setting for the wired stereo and the speaker independently. You can change the settings until you find a sound that you are looking for.

Make sure there's no dust or other small debris in the microphone hole or your earpieces. To clean them use a soft brush or compressed air.

To clear the cache, first have the phone powered off. Next, hold the volume down button for a few seconds, press the power button, and then release. When the boot options appear, use the volume down key to scroll to recovery and press the volume up key to select. When the logo with an exclamation mark appears, press and hold the volume up key for 10-15 seconds, and without letting go, press and release the power key to display additional options. Use the volume down key to scroll to "wipe cache" and press the power button to select. Your phone will the reboot. Note: This should not delete all pictures and other media stored in the camera but it is still recommended that you have a backup of the media before you clear the cache and data.

Sometimes an app can cause issues with the audio. To test this, hold the power button on the side of the phone until the option menu appears, and release the button. Then, press and hold the power off key on the screen and press okay when "reboot to safe mode" appears. Your phone will reboot, and safe mode will appear in the bottom left corner. While in safe mode launch apps one at a time to see if one of them is causing the problem and remove any apps that do cause a problem. To get out of safe mode turn the phone off, and once you turn it back on it will be out of safe mode.

If any of these do not help restore your audio quality, you can use the following replacement guide to swap out your old speakers: Motorola Moto G 2nd Generation Speakers Replacement