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Troubleshoot issues related to Bluetooth on your device for the Moto e5 play

This article helps you troubleshoot Bluetooth issues on your Moto E5 Play

You may have Bluetooth� issues if your Moto E5 Play is unable to:

  • Pair with a Bluetooth device
  • Connect to a Bluetooth device
  • Recognize a Bluetooth device

These steps help identify and resolve the underlying cause. After completing each step, test to see if the issue is fixed. If not, continue to the next step.

  1. Does your phone you're pairing with support the same Bluetooth protocols as your Moto E5 Play?

    Refer to the Bluetooth device's user manual for compatibility.

    Your Moto E5 Play is compatible with Bluetooth v4.2 and supports the following profiles:

    • Advanced Audio Distribution Profile (A2DP)
    • Audio/Video Remote Control Profile (AVRCP)
    • Device Identification Profile (DI)
    • Generic Audio/Video Distribution Profile (GAVDP)
    • Generic Object Exchange Profile (GOEP)
    • Health Device Profile (HDP)
    • Hands-Free Profile (HFP)
    • Human Interface Device Profile (HID)
    • HID Over GATT Profile (HOGP)
    • Headset Profile (HSP)
    • Message Access Profile (MAP)
    • Object Exchange Profile (OBEX)
    • Object Push Profile (OPP)
    • Personal Area Networking Profile (PAN)
    • Phone Book Access Profile (PBAP)
    • Serial Port Profile (SPP)

    If the manual doesn't list any of these protocols, your Moto E5 Play is unable to connect to that Bluetooth device.

  2. Is Bluetooth enabled on both devices?

    Bluetooth may be turned off on either the Moto E5 Play or the other Bluetooth device. Be sure Bluetooth is enabled on both devices.

      1. From the home screen, swipe down the Status bar with two fingers to access the Quick Settings menu.
      2. Tap Bluetooth to enable it.
          Note: The icon is black when enabled.

  3. Is the Bluetooth device in range?

    The Bluetooth communication range for most devices, including your Moto E5 Play, is about 30 feet. Be sure your phones are in range.

  4. Perform a soft reset.

    A soft reset deletes any temporary files that may be causing the issue.

    1. Turn off the phone by pressing the Power button.
    2. Remove the battery.
    3. After 30 seconds, reinsert the battery.
    4. Turn the phone back on by pressing the Power button.

  5. Remove the pairing and re-pair the Bluetooth device.

    Removing the pairing, restarting your Moto E5 Play, and then re-pairing the Bluetooth device refreshes and updates your connection.

    Pair with a Bluetooth device.

    Note: To optimize device performance, be sure your Moto E5 Play is running the most recent device software. Check for software updates.

    If you're still having issues, contact Sprint Customer Care.

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