Motorola confirms multiple audio-related issues with Moto G6 series

Motorola’s latest G6 series of phones – including Moto G6, G6 Plus, and G6 Play – are currently plagued with some audio-associated glitches, which the company is aware of. Let’s take a look at the problems one by one.

Distorted audio for recorded videos

For over past three weeks, Moto G6 and G6 Plus users have been wording their concern on Mototola/Lenovo Community (1,2), bringing to light muffled/noisy/crackling audio quality, which is easily noticeable for videos recorded in quiet surroundings.

The problem is specific to the videos recorded with the stock camera app, as confirmed by some of those who tested video recording on certain third party camera apps as well. The difference can be clearly seen/heard in the following comparison videos shared by two different users:
User 1: in-built camera vs third-party camera app video recording
User 2: in-built camera vs third-party camera app video recording

It’s worth mentioning that some of the complainants who investigated the matter in detail say:

From all the data i’ve seen and following up on my own discoveries and testing, the reason why this audio glitch is occurring is due to the phone attempting to patch two mics into one video and doing a bad job at it. This is something Motorola can easily fix by improving the audio encoding when capturing video from apps that utilize the two mics at once.

It appears that when using an app like Snapchat to record video, the quality is much better but it is only utilizing the front facing microhpone, i.e. the phone call one. When recording with the Moto Camera app, it appears to be receiving audio from the back side mic AND the microphone on the top of the phone. This dual Mic recording can potentially be a factor in why this sounds so bad and/or one of these mics are defective or poor in quality.

So apparently, the problem rears its ugly head when both mics are in use. Some users went for replacements, but even the replaced units had similar problem.

Following the rising number of complaints, came an acknowledgement from a MotoAdmin saying the problem will resolved in a future update, no exact time frame given though.

Glad to be able to report that the audio issue on video recording will be addressed in a future software update. Sorry that I don’t have timing, but it’s coming.

That’s not all, read on.

Audio cutouts

Moto G6 Play users, on the other hand, have been chiming about audio issues with headphones plugged-in, saying the audio cuts out when volume level is set to lower than 50%. Take a look at how users explain the glitchy audio behaviour:

I want to point out that (on my device) the problem is not with high or low frequencies, but high or low volume. Any audio that plays continuously with no silent or quiet parts plays fine, but any audio at a low volume, even if just for a split second, will cut out as if the headphone jack is turning off to save power or something.

I can confirm that I face the same issue. I bought my phone via Boost Mobile about two weeks ago and since receiving the phone I’ve noticed that audio below a certain level drops out. As other commenters have said, the issue only occurs with wired headphones and only when the volume setting is below around 50%.

The headphone audio quality is extremely poor on the g6 play using wired headphones over the 3.5mm audio jack. There is a background static noise on output and volume level is uneven(highs are pronounced, and lows are diminished). It is particularly noticable at lower volumes and is even worse with dolby audio turned off.
I have confirmed this to likely be an issue affecting ALL moto g6 play devices after having replaced it several times in different parts of the country

I have had the device for two days. I have tested with three sets of headphones and one speaker, all of them had the same issue. The issue is not present with the phone speaker or via Bluetooth as far as I can tell. The problem persists in safe mode.

As far as Motorola is concerned, they have mentioned that the problem isn’t widely reported, and have suggested those affected to either go for replacement or repair.

Here’s what a senior MotoAgent said while addressing the matter:

As per the update from our product team, we were able to replicate the same. We thank you for your inputs. Our advice at this point would be to check if your device is under replacement period — if so, you can process for the replacement if not, the next option would be Service/repair.

While the audio distortion issue for recorded videos on Moto G6/G6 Plus are expected to receive a fix somewhere down the line, Moto G6 Play users facing audio cuts with headphones plugged-in are currently out of luck as replacement or service is the only option they have. Rest assured, we are keeping a tab on both the issues, and will update as and when any further development comes to our notice.

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