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Duplicate icon on Moto G^

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Duplicate icon on Moto G^

Two icons for "Device Help" are showing in my Apps on my Moto G6 phone.

However, one of them shows only a question mark (?) and one actually has the words "Device Help" under it with the ? in the icon circle. I may have unintentionally done something to make it have two.

How do I get rid of the icon/app without the words "Device Help" under it?

It's a preloaded app so it can't be uninstalled or reinstalled (according to Moto), and would cause problems if you actually could.

There are options to "Disable" the duplicate app, but I'm assuming/afraid the it would still stay on the screen and it would actually disable the other one, which I do want to keep running.

Any ideas?

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Message 1 of 5
Administrator

Re: Duplicate icon on Moto G^

Hello @Europa,

 

We can definitely provide you with some more details about your cell phone's device help feature. There is only one Device Help app. You can use it to learn more about your phone and get support. The icon for this application has a question mark, along with the words Device Help right next to it. We do not recommend disabling applications, because this may cause related apps to not function properly, but this option is available for apps like Device Help which cannot be uninstalled. Let us know if you have any further questions or concerns.

 

Sean, AT&T Community Specialist


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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
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Message 2 of 5
Contributor

Re: Duplicate icon on Moto G^

But why do I have two? Is there any way to get rid of the duplicate?
Message 3 of 5
Administrator
Solution
Accepted by Administrator (Administrator)
Accepted by davidbk
‎10-16-2018 12:34 PM

Re: Duplicate icon on Moto G^

Hello @Europa.

 

It looks like you should be able to delete the duplicate shortcut by dragging it toward the trash can, holding it there until it turns red, and then dropping it. If that does not resolve the issue, try clearing your cache. To do that, turn the phone off.

  1. Press and hold the Power key and the Volume down key. When device turns on, press the volume down key to highlight “Recovery mode”.
  2. Press the Power key to restart. An image of the Android robot followed by a red exclamation mark will show. Hold the Power key again, and press Volume Up once, then release the Power key.
  3. With the volume keys highlight “Wipe cache partition”. Press the Power key to select. It will then give the selection “Reboot system now.”
  4. Press the Power key and wait for 5-10 minutes for the phone to cycle through.

Thanks for reaching out to us on Forums!

 

Dawn, AT&T Community Specialist


Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 4 of 5
Contributor

Re: Duplicate icon on Moto G^

Thanks
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