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Troubleshoot issues related to Bluetooth and your Moto E

Last Updated: Mar 14, 2016

This article helps you troubleshoot Bluetooth issues on your Moto E

You may have Bluetooth® issues if your Moto E 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. Perform a soft reset.

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

    1. Press and hold the Power key on your phone for 10 seconds.
    2. Your phone will restart.
  2. Does your phone you're pairing with support the same Bluetooth protocols as your Moto E?

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

    Your Moto E supports the following Bluetooth protocols:

    • Advanced Audio Distribution Profile (A2DP)
    • Audio/Video Remote Control Profile (AVRCP)
    • Basic Imaging Profile (BIP)
    • Dial-Up Networking Profile (DUN)
    • File Transfer Profile (FTP)
    • Generic Audio/Video Distribution Profile (GAVDP)
    • Generic Object Exchange Profile (GOEP)
    • Hands-Free Profile (HFP)
    • Human Interface Device Profile (HID)
    • 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)
    • Service Discovery Application Profile (SDAP)
    • Serial Port Profile (SPP)

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

  3. Is Bluetooth enabled on both devices?

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

    Turn your Moto E Bluetooth on.

  4. Is the Bluetooth device in range?

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

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

    Removing the pairing, restarting your Moto E, 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 E is running the most recent device software. Check for software updates.

If you're still having issues, dial *2 on your phone or dial 855-639-4644 to reach Sprint Prepaid Customer Care.

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