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My Phone Won't Power On or Will Not Stay On
The phone will not respond or will not show any signs of powering up. If it does power up, it shuts down before I can do anything.
Battery is not Fully Charged
Ensure the power adapter is plugged in and the screen shows the charging icon (a large lightning bolt in the center of screen will appear before it is replaced by a battery icon in the top right corner that includes the charge percentage). Allow the phone to charge until the indicated charge percentage reaches 10%, then press and hold the power button for 3-5 seconds until the Motorola logo screen appears. Allow the phone to completely charge before unplugging.
If power adapter is plugged in and the phone indicates that it is charging, attempt to turn the phone on by pressing and holding the power button for 3-5 seconds. Make sure the phone is indicating the battery is charged up to 25% or more. Once the phone has finished turning on, unplug the power adapter. If the phone turns off shortly after being unplugged, you may need to replace the battery. For full instructions on how to properly replace a battery, see our Battery Replacement Guide.
No Sound from Earpiece Speaker
The earpiece speaker does not produce any sound, or the sound is distorted.
The Volume is Turned Down or the Speaker is Muted
Press the volume up button on the left side of the device to make sure the audio is on and the speaker is not muted. If the earpiece still does not work, the earpiece may be faulty and need to be replaced.
No Sound from Headphones
The headphones do not produce any sound or the sound is distorted.
The Headphones are not Fully Inserted
Check that the headphones are fully inserted.
The Headphones are Not Working Correctly
If you cannot hear anything out of your headphones, the problem may not be with the phone. If you can, try the headphones with a different device, like a laptop, and make sure that they are functioning properly.
The Headphone Jack in the Phone is Damaged
The headphone jack could be broken if you have ruled out the two previous possibilities. The Motorola Moto G5 Plus has a small metal clip inside the headphone jack that registers headphones when have been plugged in. Over time, this clip wears out and may need to be replaced.
The Touchscreen is Unresponsive
The phone touchscreen does not respond to finger swipes or touches or the screen flickers or shows incorrect information.
The Screen Brightness is Turned Down
This is a fairly common issue that may be easy to fix. Go to settings, then display and deselect automatic brightness. Make sure that the screen brightness is set above 10%.
The Screen is Damaged or Cracked
First try restarting the phone. If the screen is still unresponsive, you might need to replace your touchscreen. For comprehensive instructions on replacing the screen, see our guide.
The screen flickers and will not maintain a steady picture.
The Screen is Damaged or Cracked
First try restarting the phone. If the screen is still unresponsive, you might need to replace your touchscreen. See our guide for a complete set of instructions.
First try restarting the phone. If the screen is still unresponsive, you might need to replace your motherboard. Don't worry, we've got a guide for this too.
The Fingerprint Scanner Doesn’t Work
The fingerprint scanner does not read my fingerprint to open the phone.
The Fingerprint Scanner is Broken
Overtime, sensors on the fingerprint scanner can wear down. The scanner can no longer read a fingerprint and unlock the phone. Replace the fingerprint scanner to fix this issue. Check out our guide to replace this part.
My Device can’t take Selfies, Pictures or Video Chat
The device cannot take a selfie or a photo with the rear facing camera.
The Camera Software Needs to be Replaced
First, restart the device. If the phone still has difficulty taking pictures with the rear or front facing camera, the software may needs to be replaced. Use our Rear Facing Camera Replacement Guide or Front Facing Camera Replacement Guide for instructions.