Why does the Volume on my MotoG5 decrease when the front sensor is covered

[AC Question]

On my Moto G5 when the front proximity sensor is covered the Notification sound volume is decreased by approximately 95%.This happens when the phone is in my pocket so I can't hear it.I have proved this by calling my phone from my landline and covering the sensor.If the sensor is NOT covered then the sound is at full volume,this only occurs when the sensor is covered even when the flip case is closed.This happens on all notifications eg- Calls,E-Mail,TXT Msg's etc.Can anyone help or advise me what I can do to sort this out as I'm not at all technically minded when it comes to phones???Many Thanks.

 

[B. Diddy]

Welcome to Android Central! Open your Moto app, select Actions, and make sure Flip For Do Not Disturb is off.

 

[Trevor Hodgson]

Thanks for your reply and I have checked that and it's OFF but I still have this problem if I have the flip case open then the volume is at full but if I close the case or put the phone in my pocket the volume decreases by about 95% and I have a job to hear the phone, thank God that the phone also vibrates so I can tell when I receive any​ new notifications. I just don't know what to try next????Any suggestions on this problem gratefully received.??????

 

[B. Diddy]

Does this happen in Safe Mode? https://motorola-global-en-uk.custhelp.com/app/home/device/motorola/moto-g5/topic/reset/safe-mode

 

[Trevor Hodgson]

I have tried this in the SAFE MODE and it's still the same,the sound is cut by about 95% when the phone front is covered but if left uncovered the volume is at full and OK.I have also found out that when in SAFE MODE the E-Mail notification does not sound, all I get is an icon to alert me that I have received an E-Mail???

 

[B. Diddy]

Can you clarify -- did you mean that covering the proximity sensor only while keeping the flip cover open also makes the sound really low? You mentioned in your OP that covering the sensor while the flip cover was closed made the sound low. I'm just trying to determine if the sound is low only because the flip cover is closed, since the phone's main speaker is on the front of the phone (not the back), and could therefore be muffled by the flip cover.

 

[Trevor Hodgson]

Hi there if the flip cover is open and I cover the sensor with my fingertip the sound is cut by approx 95% and when in SAFE MODE there is no notification sound at all when the sensor is covered either with my fingertip or by closing the flip case.When the sensor is NOT covered either by my fingertip or the case the volume is at full and OK.I have done a factory reset on the phone as instructed by Motorola Tech Dept but it's still the same so I don't know what to try next as when the phone is in my pocket I can't hear it at all even if I take it out of the case????Regards,Trevor.

 

[B. Diddy]

Sorry, I'm stumped.:-\ I'm not sure why it would happen with the Flip for Do Not Disturb setting off, and why it would happen in Safe Mode and after a reset. What happens if you take the flip cover off?

 

[Trevor Hodgson]

If the case is removed it's exactly the same as I said in my last reply I said that if I take it out of the case the problem still occurs so it looks like I'm going to have to get my money back and steer clear of Motorola products as I've only had this phone 4 weeks???Regards,Trevor.

 

[Trevor Hodgson]

Hi there just to let you know I covered the sensor with my finger outside my house and the sound is cut.I removed my finger and the sound is back to full.So on the flip case which has a cut out for the front speaker/earpiece I punched a hole into the leather with a leather punch to give a clearance hole around the proximity sensor.On closing the flip case with the sensor NOT COVERED by the case as I can see it through the punched hole the sound level is STILL CUT?????I cannot work this out as it now appears that if the phone front is covered the volume on all Notifications is cut by approx 95% so it can't be heard as I had 2 E-Mails with the phone in my pocket and never heard them???Regards Trevor.

 

[B. Diddy]

I wish I had an answer for you, but this is difficult to explain. If I were you, I'd probably be banging my head against the wall as well!:-\

 

[Javier P]

Such a weird problem! I agree with B. Diddy, this sounds like there's something wrong with the Flip for Do not Disturb feature or maybe any other Moto Action that relies on the proximity sensor. Or maybe something deeper in the system.

Since the factory reset didn't fix the problem it could mean that you have a defective unit (sadly, it happens) or that there's some conflict in your settings that was restored after the reset.

Just in case you could try a couple of things.

- Reset app preferences.
- Force stop and clear data for the Moto/Moto Actions apps.
- Clear data for the settings app to restore the original options.

Remember to restart the phone after this.

By the way, did this problem start all of a sudden or has it been the same from day one?

 

[Trevor Hodgson]

Good Morning and many thanks for your reply and help,I will follow your latest suggestions and try to reset the preferences for apps and clear all data and force stop for the Moto/Moto Actions apps then I will clear all data for the settings app.Then I will turn the phone off and then re power the phone to see what happens??This problem started about 4 days after I had the phone and I first noticed it as I felt the phone Vibrate in my pocket so I thought I had turned the Vol off BUT I hadn't then I found out all the symptoms I have described to you.I have been offered a replacement phone if this problem cannot be fixed and if I can't get it sorted out with your excellent help then I shall take up the offer of a replacement phone.I will run the phone for 24 hours after I have done all your suggestions then get back to you to let you know how it's performing.Best Wishes and many thanks,Trevor.

 

[Trevor Hodgson]

Hi there I've done all that you said to do and the problem still happens,the apps that I have downloaded are as follows 1) Zedge Ringtones 2)BBC Weather 3)Google Keep 4) My Vodafone 5) MIPC 6) Truecaller and I had no problem with any of these on my old phone so I should receive a replacement phone later today by courier I will get that phone set up and get back to you and I hope that it's a faulty phone and the replacement will cure it.Best Wishes Trevor.

 

[Trevor Hodgson]

Good Morning,I received a new replacement phone swapped over my 2 SIM cards and my 64 GB Sd Card and installed the Apps that I described in my last update to you and I still have the same problem???If the display of the new phone is covered the volume on all notifications is cut by approx 95% but if left uncovered so that the WHOLE DISPLAY is open to view thee volume is at full and is OK so I'm at a complete loss as what to try next??????Any suggestions????I await your reply,Yours Trevor.

 

[B. Diddy]

When you test it by covering the proximity sensor only, you're not covering the speaker grille as well, right?

I found this on the XDA forums, so at least you're not alone (unless you're also Sethnettles): https://forum.xda-developers.com/g5/help/moto-g5-notification-sound-volume-t3650897

This is a longshot, but see if the solution in this thread works for your phone: https://forums.androidcentral.com/m...tification-sound-issue-happening-z-force.html

 

[Trevor Hodgson]

Good Morning,Just to let you know that when I tested the replacement phone I DO NOT cover the front speaker/earpiece and when it's in the flip case (Which I have modified by punching a large clearance hole so that the proximity sensor is never covered) I still get the same problem with the case shut.I have spoken with Motorola UK and I can now let you know that I have returned this phone to Motorola UK for investigation of this fault/problem.The first phone was replaced by Amazon and I have returned it back to Amazon.As soon as I receive a response/answer from Motorola UK I will let you know of the outcome so it may be of help to other users.Yours,Trevor

 

[Trevor Hodgson]

Good Afternoon to you all,Just an update on my sound problem with my MotoG5.This afternoon I have received my phone back from the Motorola Repair Center here in the UK.With the phone is a letter stating that "A detailed examination has been carried out by Motorola Qualified Engineers and are pleased to advise that the fault that you have reported has been identified and a full repair has been carried out.Also we have installed the latest Manufacturer's software to your device.Regards The Lenovo Repairs Team" This is what is contained in the letter.On re-installing my SIM's and SD card the phone seems to perform as it should,when covered the sound is now at full both in my pocket and in the flip case.I will give it a few days and keep you all informed.Best Wishes,Trevor.

 

[Javier P]

Great news! No indication of what was the problem?

 

[Trevor Hodgson]

Hi there to all,Great News I have now been using my Moto G5 for over 1 week now and I can report that the sound problem no longer exists.When covered by the flip case AND in my pocket the sound is very loud and can be heard very clearly.Motorola Service Department UK have sorted out whatever the fault was but haven't said what the problem was.I am assuming that it must have been a faulty batch of phones as both Moto G5 phones that I had both had the same problem (95% loss of sound when the display was covered) they have also updated the Manufacturer's Software and overall I'm pleased with the results.As promised I have kept you informed of all that's occurred.Best Wishes to you all,Trevor.