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neilz
What's DOS?
Posts: 6
Registered: ‎05-29-2014
Location: United States
Views: 852
Message 1 of 12

AT&T/Motorola System Update Fails


I keep getting a system update notice, yet when I try to install, it keeps failing.  The instructions do not say anything about turning off any antivirus or other software, but I'm wondering if that's causing an issue?



Thanks for your time.

luilao
802.11n
Posts: 331
Registered: ‎10-30-2011
Location: Philippines
Views: 852
Message 2 of 12

Re: AT&T/Motorola System Update Fails


Is the software installed on your device the one that came with the phone? Have you ever tried altering the software? I have seen this error on some of our system update and the reason is that the device's software were altered.. 

neilz
What's DOS?
Posts: 6
Registered: ‎05-29-2014
Location: United States
Views: 852
Message 3 of 12

Re: AT&T/Motorola System Update Fails


I've not done anything to the phone as far as I can remember. What should I be looking for specifically?

Thanks
luilao
802.11n
Posts: 331
Registered: ‎10-30-2011
Location: Philippines
Views: 852
Message 4 of 12

Re: AT&T/Motorola System Update Fails


Can you update your serial number on your profile? We can request some of our guys to check something on our end.. 

neilz
What's DOS?
Posts: 6
Registered: ‎05-29-2014
Location: United States
Views: 852
Message 5 of 12

Re: AT&T/Motorola System Update Fails


Done ...

Mark_Emeritus Moto Emeritus
Moto Emeritus
Posts: 16,016
Registered: ‎11-21-2013
Location: The Moon
Views: 852
Message 6 of 12

Re: AT&T/Motorola System Update Fails


Press both volume buttons simultaneously during the install. You'll see the install process happening. It will then stop on the point at which it fails and provide an error. If you put what you see on the screen we can help you indicate what is wrong but we can't help you fix it.



Mark

Customer Support

Mark
Former Employee
neilz
What's DOS?
Posts: 6
Registered: ‎05-29-2014
Location: United States
Views: 852
Message 7 of 12

Re: AT&T/Motorola System Update Fails


Well, I tried that, a number of times. The problem is it either goes
right into normal reboot, or shows me the boot menu. I've held the
buttons before it reboots, after the reboot and before the "M" graphic,
during the "M" graphic, when the android appears, and then when the
android dies.

None of them seem to bring up any sort of error message or code. Is
there a certain time the buttons need to be pressed, as when the android
appears, after it dies, or so on ?

Thanks
Neil_Z
What's DOS?
Posts: 1
Registered: ‎06-09-2014
Views: 852
Message 8 of 12

Re: AT&T/Motorola System Update Fails


Alright ... I've not been able to pull up any error message at all ... not sure what I'm doing wrong as I mentioned above, I've pressed the buttons a number of times at different points after reboot and zip/nada/zero.



What should I do next, reset to factory ??

blueno1se
Paper Tape
Posts: 10
Registered: ‎05-21-2014
Location: United States
Views: 852
Message 9 of 12

Re: AT&T/Motorola System Update Fails


Here's what I did, maybe it'll help you:



https://forums.motorola.com/posts/92306d8b0e?commentId=783228#783228



I did this to acquire the Heartbleed patch.  Still hoping for a full-on Android upgrade.  Good luck & cheers.

neilz
What's DOS?
Posts: 6
Registered: ‎05-29-2014
Location: United States
Views: 852
Message 10 of 12

Re: AT&T/Motorola System Update Fails


Just tried this ... and quit with a failed install.   Thanks anyway .. Smiley Happy