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Motorola Moto G5s Plus Troubleshooting
This troubleshooting page will help you diagnose problems with the Motorola Moto G5s Plus, released in August 2017.
The Phone's Battery Drains Rapidly
The phone's battery discharges quickly under normal use.
Newer versions of Android are better optimized and will provide better battery life. Go to device settings and update to the newest software version if available.
Recent Software Update
While newer software versions are meant to provide better battery life, it can take time for the battery life to stabilize after a software update. Wait for a week to 10 days after an update to see if the battery life returns to normal.
Too Many Apps In the Background
Certain apps may be running in the background and consuming battery. Go to battery usage info in the settings and check to see if any apps are using excessive amounts of battery. Uninstall any apps that are unneeded, or restrict their ability to run in the background.
The phone’s battery may be old, damaged, or faulty. Visit our battery replacement guide to learn how to replace it.
The Phone Does Not Charge When Connected to the Charger
The phone does not indicate that it is being charged when connected to the charger or show an increased battery percentage .
Faulty Cable and/or Power Adapter
Try using a different charging cable and ensure that it is plugged in all the way. If the phone still does not charge, use a different power adapter and outlet.
Dirty or Faulty Charging Port
Using a flashlight, look into the charging port for any debris or lint. Carefully clean the port with a toothpick or soft brush. If this doesn't work, the phone's micro usb port may be broken and should be replaced.
The Battery May Be Defective
The phone's battery may be defective. Follow this guide to replace it.
The Phone Heats Up When Used
The phone's performing temperature is abnormally hot to the touch
Apps May Be Running in the Background
- Open up your multi-tasking menu (square navigation button) to see if there are multiple applications running in the background
- If there are applications running in the background, select clear all
- Return to the home screen
- Go to "battery usage" in the settings
- Check to see if any apps are using excessive amounts of battery
- Uninstall any apps that are unneeded, or restrict their ability to run in the background
The Phone May Be Acting as a Wi-fi Hotspot
- Open phone settings
- Under the Wireless and Networks section, select more
- Select ''Tethering & portable hotspot"
- If your ''Portable Wifi hotspot" option is on, turn it off
The Phone May Be Connected to the Charger While its Being Used
Use of the phone while it is charging may cause the phone to heat up. To solve this issue, disconnect the phone from the charger before using.
The Phone Freezes and Reboots Often
Your device often freezes and restarts on its own
SIM Card May Be Causing Performance Issues
Remove the current SIM card from your phone, insert a different one, and note any differences.
Battery May Not be Properly Calibrated
Random restarts may be caused by battery issues. Make sure your battery is properly calibrated by following these steps:
- Hold the power button until the phone reboots
- Plug your phone into a working charger
- Wait until your phone is charged to 100%
- Leave phone charging for at least another hour
- Turn the phone back on
SD Card May Be Causing Performance Issues
Slow or defective SD cards can harm the performance of your device. There are multiple ways you can troubleshoot your SD card. Please note that formatting your SD card will erase all data from the SD card. SD card troubleshooting steps are listed below:
- Try a new SD card
- Remove the back cover of your phone (using slight force is okay)
- Disconnect the battery
- Remove current SD card from the location labelled "microSD"
- Insert the new SD card
- Format the current SD card
- Go to 'Settings' on your phone
- Go to 'Storage'
- Go to 'SD Card'
- Press 'Format'
- Format the current SD card using Windows
- Remove SD card from phone (follow the steps above)
- Insert SD card into your PC (note: SD adapter may be required)
- Open 'Windows Explorer'
- Near the left side of the screen, right click on your SD card (by default, D:/)
- Select format.
- Make sure 'fat32' is selected as the format type.
- Click format.
- Remove the SD card from your PC and insert it into your phone.
Phone May Need to be Power Cycled
Power cycling is a way of freshening up your phone. Motorola recommends a soft power cycle at least once every 48 hours. First, follow the steps for a soft power cycle. If that does not resolve the issue, follow the steps for a hard power cycle. The steps are listed below:
- Soft Power Cycle
- Completely turn off your phone by holding the power button (don't just put it to sleep)
- Wait 30 seconds and then turn your phone back on
- Hard Power Cycle
- Remove the battery of the phone while it is running. Follow our battery replacement guide to remove the battery.
- Wait 30 seconds and then put the battery back in the phone
- Turn your phone back on
Specific Apps May Be Causing the Issue
If the issue occurs often while using a specific app, the app may need to be refreshed or removed. First, uninstall and reinstall the app.
If that does not resolve the issue, remove the app and do not reinstall it. If this does not have any effect on the problem, feel free to reinstall the app.
Forced Reboot May Be Required
Follow these steps to clean your phone's processor and memory and restart your phone:
- Hold down the VOLUME DOWN button
- While stilling holding down VOLUME DOWN, hold down the POWER button
- Hold both keys for at least 2 minutes (note: it is important that both keys are held for at least 2 minutes)
- Release both keys
- Press VOLUME UP to reboot your phone
The Phone Displays the “Fingerprint not recognized” Error Message
Fingerprints are not recognized, but the sensor does respond with haptic feedback vibrations and the error message.
Dirty or Wet Fingerprint Sensor or Fingers
The sensor will not function if it, or the user’s fingers, are wet or dirty. Make sure both the sensor and your fingers are dry and clean.
Fingerprints No Longer Accurate
If you continue to get the error message after cleaning the sensor and your fingers, you can follow these steps to update your fingerprints:
- Open Settings.
- Navigate to Security > Fingerprint.
- Delete all fingerprints by tapping the trash icon.
- Add new fingerprints
The Phone's Fingerprint Sensor is Unresponsive
No haptic feedback vibrations when attempting to unlock using the fingerprint sensor. “Fingerprint hardware not available” may or may not be displayed.
Corrupted Cache Files
Corrupted cache files can cause the fingerprint sensor to malfunction. Follow these steps to clear cached data:
- Open Settings.
- Navigate to Storage > Internal shared Storage.
- Tap Cached data and press "OK" to clear cached data.
Clearing cached data only deletes temporary files and will not delete any personal data.
Fingerprint Sensor Is Broken or Disconnected
If other troubleshooting steps did not solve the problem, your fingerprint sensor may have a loose cable, or it could be broken. Replace your fingerprint sensor by following the steps in this guide.