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Ashik
Ashik, Android Tech
Category: Android Devices
Satisfied Customers: 9926
Experience:  Personal Experience with many Android devices and versions
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I just got a moto e. Set it up but when I go back to go to

Customer Question

I just got a moto e. Set it up but when I go back to go to the steps I skipped, I just get a blank screen.
Submitted: 8 months ago.
Category: Android Devices
Expert:  Ashik replied 8 months ago.

Hi and Welcome. My Name is ***** ***** I look forward to assisting you today with your question.

It is possible that the firmward got glitched. We may need to do a factory reset to restore the firmware/software. First press and hold down the Power button for 20 seconds and this will reboot it. Does it show the menus now ?

Expert:  Ashik replied 8 months ago.

If it is still showing blank screen, then we have to reset it.

Follow the steps below to factory reset it;

  1. Turn off the phone by holding down Power button for 5-10 seconds
  2. Press and hold the Volume Down button and the Power button at the same time until the device turns on to a menu.
  3. Press the Volume Down button to highlight "Recovery mode"
  4. Press the Power button to restart into Recovery mode (If Power doesn't work, then press Volume Up on Recovery Mode)
    You'll see an image of an Android robot with a red exclamation mark.
  5. From the "No Command" screen (Android figure lying on his back), press and hold the Power button then press and release the Volume Up button to display the menu options.
  6. Select "wipe data/factory reset" using volume buttons and confirm using Power button
  7. Select Yes -- delete all user data.
  8. Select reboot system now.

That should factory reset the phone. Now you can setup it again and make sure you do all the steps correctly.

Please let me know if that didn't work, so we can continue troubleshooting.

Customer: replied 8 months ago.
Alli got was a menu with battery ok highlighted
Expert:  Ashik replied 8 months ago.

Unplug it from charger. Then hold down Volume Down and Power button for 20 seconds or until it shows any menu ? Does it show anything ?

Customer: replied 8 months ago.
It goes thru the first few screens, then goes dark
Expert:  Ashik replied 8 months ago.

Hold down the Power button for 20 seconds and does it stay turned off ?

Customer: replied 8 months ago.
No there is a di, backlight
Expert:  Ashik replied 8 months ago.

We need to force it to boot into recovery mode. Can you try again ?

This time connect it to your computer with USB cable, then hold down Volume Down and Power for 10-20 seconds or until it shows menu ?

If not, try Volume Up and Power for 20 seconds. Does it show any menu ?

Customer: replied 8 months ago.
No
Customer: replied 8 months ago.
Are you there
Expert:  Ashik replied 8 months ago.

I'm really sorry, it is an issue with the main board of your phone not a software related issue. We've already tried all troubleshooting steps to reset it. You have return the phone and they will give you a new phone without any cost as it is under warranty. I'm really sorry that I couldn't solve your problem, but this is something we can't fix online.

If you have any questions or would like any additional information, please don't hesitate to ask.

If you are not satisfied with my service, please contact JustAnswer support for refund.

Please don't rate me bad or poor. You don't have to rate anything if you are not satisfied.

Customer: replied 8 months ago.
Can I take it to Sears to exchange it
Expert:  Ashik replied 8 months ago.

You have to take it to the store where you purchased it, or you can take it to Authorized Motorola Store.

You will get a free replacement.

Best Regards,

Ashik

Customer: replied 8 months ago.
Thank you
Expert:  Ashik replied 8 months ago.

You're most welcome.

Expert:  Ashik replied 8 months ago.

.