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10-24-2014

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XT926 (Razr HD) failed OTA update

2014-11-07, 13:06 PM

I have a Droid Razr HD. Somehow, in the update that was pushed in May 2014, the OTA update failed. It soft bricked my phone (I can still get into the triage screen). There is data on this phone that I absolutely CANNOT lose. I have been getting dicked around and lied to by both Verizon and Motorola ever since this happened. I need this fixed and fixed NOW.



When I boot the phone I get an error message about "System UID's "Inconsistent" and then a never ending series of pop up errors about all the services that failed to start.



No, I will NOT perform a factory reset on my phone. I need to recover this data!



There is an option in the triage screen to perform an update from the SD card but neither Verizon nor Motorola will admit to having the file needed to perform the update. I call bullshit on that. SOMEONE wrote the update software and pushed it to my phone. All I need it that update file (or some other way to get to my data).



I'm a friggin software engineer, if tech support can't fix my phone, let me talk to engineering. I KNOW they will have some kind of software tool to help. We (SW engineers) write all kinds of tools and utilities.



No, I will not let this rest until I get my data back.

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16326 Posts

11-22-2013

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Re: XT926 (Razr HD) failed OTA update

2014-11-07, 14:07 PM

DaveFromNH



You mention you can still get into the triage screen. What is that mean? I see your phone has connected with our servers today. You mention May update. It looks like you have the May update 183.46.10.XT926.Verizon.en.US but are not yet updated to 183.46.15.XT926.Verizon.en.US. Is your phone currently working aside from the error?



We have an FAQ for correcting this error.



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Re: XT926 (Razr HD) failed OTA update

2014-11-07, 14:31 PM

If you hold the volume up and power buttons while rebooting, it brings you to the triage screen. The phone I am currently using and the one that has connected to your servers is the replacement phone. I still have the phone with the failed update until I can get the data off it, then it is being returned to Verizon.



No, the original phone is soft bricked. I can partially boot it and then get the inconsistent UID message and then all the pop up error messages. I does nothing else (except the triage screen if I boot it that way). I can see the I'm feeling lucky button, but I can never get to it because of all the error message pop ups.



On the replacement phone, I installed the update pushed last week (I think it was last week). I am going to back up my data before I run the update that was pushed a day or two ago.



The original phone will not boot into safe mode as it never completes the boot process. As soon as the "inconsistent UID" message comes up, I get the never ending series of pop ups about services that failed to start (Verizon login, modem serives, cal forward activation etc). I can't get a good picture of the screen, the pic is always out of focus.

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Re: XT926 (Razr HD) failed OTA update

2014-11-07, 14:45 PM

Safe Mode is in the power down menu. Do you not get the pop up when you press the power down menu? What if you dismiss the pop-ups repeatedly? Are you ever able to press it to get to a state where the Power Down works so you can initiate Safe Mode?



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Re: XT926 (Razr HD) failed OTA update

2014-11-07, 16:35 PM

Did you receive the video I uploaded?



 

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Re: XT926 (Razr HD) failed OTA update

2014-11-12, 8:03 AM

Is there no more action on my case? This is the typical level of support I receive. If you can't or won't help me, put me in touch with your software engineering dept.

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Re: XT926 (Razr HD) failed OTA update

2014-12-04, 20:02 PM

Hello? Bueller? Bueller? Anybody??

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Re: XT926 (Razr HD) failed OTA update

2014-12-04, 21:28 PM

DaveFromNH said:


Did you receive the video I uploaded?



 


View original


What video? Where? 



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Re: XT926 (Razr HD) failed OTA update

2014-12-04, 21:36 PM

As mentioned in the FAQ the issue is not a result of the upgrade/update but rather an app that has changed names. By removing the offending app that has changed names your phone should work normally without resetting it. 



You can also try entering Safe Mode via the alternate method if you cannot get safe mode turned on via the UI.



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Re: XT926 (Razr HD) failed OTA update

2014-12-05, 13:41 PM

Here is another video



When the phone was updating, it came back with a message that the update failed. This is what it has been doing ever since.



The pop up messages say thing like :Unfortunatly, CallForwarding Activation has stopped", or Verizon LogIn has Stopped, etc, etc.

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