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10-31-2012

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Problem with update 24.206.6.en.EU on Moto X Play XT1562

2017-02-26, 23:17 PM

I posted this original thread:

 

https://forums.lenovo.com/t5/Moto-X-Play/Problem-with-update-24-206-6-en-EU-on-Moto-X-Play-XT1562/

 

The moderators seem to have locked it. I suspect this is because they believe I've modified my device in some way, but as stated in the thread, the problems started occurring before I simply reset my device to stock. As also stated in the thread, I didn't know whether what I'd done had unlocked the phone / voided the warranty. I had no desire to move away from stock OS to be honest, because I don't have any particular affinity with command line messing, I just wanted a working phone.

 

I carried out a 'fastboot getvar all' to confirm whether it's stock as suggested - output below. If I'm looking in the right place, the output seems to suggest my warranty is not void, if someone confirms this is the case could this thread please be kept open this time?

 

A bit of feedback for the moderators - it might sound strange, but I almost feel more annoyed about the thread being locked than the errors with the phone. The phone problems are likely down to innocent mistakes and the complexity of catering for the vast diversity of different devices and user needs in the android ecosystem, whereas it feels locking the thread suggests the problems are being unfairly ignored (meaning I have to start a new thread - bit frustrating).

 

Regarding the update - one thing that would be great is if there was simply an option in the prompt screen to "stop reminding me about the update" - since I already know it doesn't work.

 

Original thread content:

 

---
I have had an issue installing the recent update (24.206.6.en.EU).

I received the prompt to update today (24/02/2017) in the UK.

My device details:

XT1562, version p2c
IMEI 358992060548290
Serial ZY2234T53G
Build number MPD24.107-56
Running stock Android 6.0.1

After installing the update I saw the black startup screen with the android icon and the "Error!" message. At first the phone wouldn't seem to boot - it did its usual thing of hanging on the screen that has the white background and blue Motorola 'M' logo. This is fairly normal to be honest, it very rarely boots first time.

I then rebooted again. This time it got as far as the swirling 'globe' type animation and then booted into a black screen (although it was clearly switched on, because the screen was not 'full black'). This doesn't usually happen.

I rebooted the phone again and had the prompt: "Software update unsuccessful - Sorry, there was a problem updating your Moto X Play. No changes were made."

I've always had factory/stock OS on this device. However I once tried to reset my phone to stock to see whether it would fix the many problems I was having with random reboots, so I'm worried Motorola support may say they can't help me here Smiley Sad If it says "Device is LOCKED. Status Code: 0" and "Software Status: Modified" on the bootloader screen, does this mean I've unlocked the bootloader before? Is there an easy way to tell?

I've enabled enhanced support and happy to send logs if someone can advise where they are located (difficult to send photos as the phone is my camera), thanks in advance for any help!
---

 

Fastboot output:

 

< waiting for any device >
(bootloader) slot-count: not found
(bootloader) slot-suffixes: not found
(bootloader) slot-suffixes: not found
(bootloader) version: 0.5
(bootloader) version-bootloader: moto-msm8939-80.ED
(bootloader) product: lux
(bootloader) board: lux
(bootloader) secure: yes
(bootloader) hwrev: 0x82C0
(bootloader) radio: 0x4
(bootloader) emmc: 16GB Toshiba REV=07 PRV=00 TYPE=57
(bootloader) ram: 2048MB Hynix S8 SDRAM DIE=8Gb
(bootloader) cpu: MSM8939
(bootloader) serialno: ZY2234T53G
(bootloader) cid: 0x0007
(bootloader) channelid: 0x41
(bootloader) uid: 6885D10400000000000000000000
(bootloader) unlocked: no
(bootloader) securestate: locked
(bootloader) iswarrantyvoid: no
(bootloader) mot_sst: 0
(bootloader) max-download-size: 268435456
(bootloader) reason: Volume down key pressed
(bootloader) imei: 358992060548290
(bootloader) meid:
(bootloader) date: 06-08-2016
(bootloader) sku: XT1562
(bootloader) battid:
(bootloader) iccid:
(bootloader) cust_md5: 511F6EAB25B6524EA858CB74E9E822DA
(bootloader) max-sparse-size: 268435456
(bootloader) current-time: "Sun Feb 26 22:56:34 UTC 2017"
(bootloader) ro.build.fingerprint[0]: motorola/lux_reteu/lux:6.0.1/MPD24
(bootloader) ro.build.fingerprint[1]: .107-56/41:user/release-keys
(bootloader) ro.build.version.full[0]: Blur_Version.24.61.56.lux_reteu.r
(bootloader) ro.build.version.full[1]: eteu.en.EU
(bootloader) ro.build.version.qcom[0]: AU_LINUX_ANDROID_LA.BR.1.1.3_RB1.
(bootloader) ro.build.version.qcom[1]: 05.01.00.032.015
(bootloader) version-baseband: M8936_2020632.44.03.21.57R LUX_EMEA_CUST
(bootloader) kernel.version[0]: Linux version 3.10.49-g97396b2-00001-gf0
(bootloader) kernel.version[1]: 31a3a (hudsoncm@ilclbld98) (gcc version
(bootloader) kernel.version[2]: 4.8 (GCC) ) #1 SMP PREEMPT Thu Feb 25 17
(bootloader) kernel.version[3]: :55:44 CST 2016
(bootloader) sbl1.git: git=MBM-NG-V80.ED-0-g7abea31
(bootloader) rpm.git: git=MBM-NG-V80.ED-0-g932f716
(bootloader) tz.git: git=MBM-NG-V80.ED-0-g2649adf
(bootloader) hyp.git: git=MBM-NG-V80.ED-0-g2649adf
(bootloader) aboot.git: git=MBM-NG-V80.ED-0-g6e42a5a
(bootloader) partition-type:modem: raw
(bootloader) partition-type:sbl1: raw
(bootloader) partition-type:DDR: raw
(bootloader) partition-type:aboot: raw
(bootloader) partition-type:rpm: raw
(bootloader) partition-type:tz: raw
(bootloader) partition-type:hyp: raw
(bootloader) partition-type:utags: raw
(bootloader) partition-type:misc: raw
(bootloader) partition-type:padA: raw
(bootloader) partition-type:abootBackup: raw
(bootloader) partition-type:rpmBackup: raw
(bootloader) partition-type:tzBackup: raw
(bootloader) partition-type:hypBackup: raw
(bootloader) partition-type:utagsBackup: raw
(bootloader) partition-type:logs: raw
(bootloader) partition-type:frp: raw
(bootloader) partition-type:padB: raw
(bootloader) partition-type:modemst1: raw
(bootloader) partition-type:modemst2: raw
(bootloader) partition-type:hob: raw
(bootloader) partition-type:dhob: raw
(bootloader) partition-type:fsg: raw
(bootloader) partition-type:fsc: raw
(bootloader) partition-type:cid: raw
(bootloader) partition-type:metadata: raw
(bootloader) partition-type:logo: raw
(bootloader) partition-type:clogo: raw
(bootloader) partition-type:persist: raw
(bootloader) partition-type:kpan: raw
(bootloader) partition-type:boot: raw
(bootloader) partition-type:recovery: raw
(bootloader) partition-type:ssd: raw
(bootloader) partition-type:padC: raw
(bootloader) partition-type:sp: raw
(bootloader) partition-type:keystore: raw
(bootloader) partition-type:customize: raw
(bootloader) partition-type:oem: raw
(bootloader) partition-type:carrier: ext4
(bootloader) partition-type:cache: raw
(bootloader) partition-type:system: raw
(bootloader) partition-type:userdata: raw
(bootloader) partition-size:modem: 0x00000000027e0000
(bootloader) partition-size:sbl1: 0x0000000000080000
(bootloader) partition-size:DDR: 0x0000000000020000
(bootloader) partition-size:aboot: 0x0000000000113000
(bootloader) partition-size:rpm: 0x000000000003e800
(bootloader) partition-size:tz: 0x000000000008c000
(bootloader) partition-size:hyp: 0x0000000000020000
(bootloader) partition-size:utags: 0x0000000000080000
(bootloader) partition-size:misc: 0x0000000000080000
(bootloader) partition-size:padA: 0x000000000036f000
(bootloader) partition-size:abootBackup: 0x0000000000113000
(bootloader) partition-size:rpmBackup: 0x000000000003e800
(bootloader) partition-size:tzBackup: 0x000000000008c000
(bootloader) partition-size:hypBackup: 0x0000000000020000
(bootloader) partition-size:utagsBackup: 0x0000000000080000
(bootloader) partition-size:logs: 0x0000000000200000
(bootloader) partition-size:frp: 0x0000000000080000
(bootloader) partition-size:padB: 0x000000000022f000
(bootloader) partition-size:modemst1: 0x0000000000180000
(bootloader) partition-size:modemst2: 0x0000000000180000
(bootloader) partition-size:hob: 0x000000000007a000
(bootloader) partition-size:dhob: 0x0000000000008000
(bootloader) partition-size:fsg: 0x0000000000180000
(bootloader) partition-size:fsc: 0x0000000000000400
(bootloader) partition-size:cid: 0x0000000000020000
(bootloader) partition-size:metadata: 0x0000000000080000
(bootloader) partition-size:logo: 0x0000000000600000
(bootloader) partition-size:clogo: 0x0000000000600000
(bootloader) partition-size:persist: 0x0000000000800000
(bootloader) partition-size:kpan: 0x0000000000800000
(bootloader) partition-size:boot: 0x0000000002000000
(bootloader) partition-size:recovery: 0x0000000001ffc000
(bootloader) partition-size:ssd: 0x0000000000002000
(bootloader) partition-size:padC: 0x000000000061e000
(bootloader) partition-size:sp: 0x0000000000800000
(bootloader) partition-size:keystore: 0x0000000000800000
(bootloader) partition-size:customize: 0x0000000002000000
(bootloader) partition-size:oem: 0x0000000001000000
(bootloader) partition-size:carrier: 0x0000000001000000
(bootloader) partition-size:cache: 0x0000000030000000
(bootloader) partition-size:system: 0x00000000aa000000
(bootloader) partition-size:userdata: 0x00000002c03e0000
(bootloader) qe: qe 1/1
(bootloader) frp-state: protected (142)
(bootloader) ro.carrier: retgb
all: listed above
finished. total time: 0.287s

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  • Message 2 of 19

Re: Problem with update 24.206.6.en.EU on Moto X Play XT1562

2017-02-27, 2:41 AM

I don't understand how you wouldn't know if you modded or not. It can't be done by accident - but there are plenty of tools that will do it - many with names like 1 click 

 

 But the last line qe 1/1 indicates your phone is rooted. 


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  • Message 3 of 19

Re: Problem with update 24.206.6.en.EU on Moto X Play XT1562

2017-02-27, 11:51 AM

The update '24.206.6.en.EU' is rather new, didn't see anyone having this update yet. What is this update about? Security-patches or maybe Android 7?

 

 

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19 Posts

10-31-2012

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  • Message 4 of 19

Re: Problem with update 24.206.6.en.EU on Moto X Play XT1562

2017-02-27, 13:36 PM
I don't understand how you wouldn't know if you modded or not. It can't be done by accident - but there are plenty of tools that will do it - many with names like 1 click 

 

As stated, I knew that I had carried out some steps to try and reset my device to stock, after the phone was randomly rebooting constantly. I had to reset the phone several times before I actually got a working phone. This wasn't too long after I purchased the phone, i.e. quite a while ago. That's why I don't remember every single one of the steps I took while trying to get it working.

 

I don't know your specfic criteria for refusing to support your customers - I don't know whether it refers to unlocked bootloader, rooted etc. because I don't fully understand the meaning or implications of these terms. As stated previously, I had/have no desire to mess around with this I just wanted a working phone with stock OS.

 

Anyway I guess this will be locked so err thanks for the additional steer on why I won't get any help.

 

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  • Message 5 of 19

Re: Problem with update 24.206.6.en.EU on Moto X Play XT1562

2017-02-27, 13:39 PM
The update '24.206.6.en.EU' is rather new, didn't see anyone having this update yet. What is this update about? Security-patches or maybe Android 7?

 

I'm still on the March 2016 Android security level, so I'm assuming this update includes some fairly important security updates.

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Re: Problem with update 24.206.6.en.EU on Moto X Play XT1562

2017-02-27, 14:07 PM

wrote:
I don't understand how you wouldn't know if you modded or not. It can't be done by accident - but there are plenty of tools that will do it - many with names like 1 click 

 

As stated, I knew that I had carried out some steps to try and reset my device to stock, after the phone was randomly rebooting constantly. I had to reset the phone several times before I actually got a working phone. This wasn't too long after I purchased the phone, i.e. quite a while ago. That's why I don't remember every single one of the steps I took while trying to get it working.

 

I don't know your specfic criteria for refusing to support your customers - I don't know whether it refers to unlocked bootloader, rooted etc. because I don't fully understand the meaning or implications of these terms. As stated previously, I had/have no desire to mess around with this I just wanted a working phone with stock OS.

 

Anyway I guess this will be locked so err thanks for the additional steer on why I won't get any help.

 


The only user method for restting the phone - is to use the external keys or GUI to do a factory reset. 

 

You keep talking about "resetting to stock" so that implies you were not Stock at some point. Your phone is showing that it is and was rooted. If you correct that, then likely your update will install.

 

But you seem to be dancing around what you did to "revert to stock" although it appears to be a lot more then going to "reset and backup" under settings. 

 

If you had a problem after purchase that could not be fixed via a reset, you should have contacted support to have your phone repaired. 


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  • Message 7 of 19

Re: Problem with update 24.206.6.en.EU on Moto X Play XT1562

2017-02-27, 14:43 PM

 Thanks for the additional suggestion!

 

When I say resetting to stock - no I was always stock - I mean resetting to stock as in "the software level as I received it from the factory".

 

Naturally as soon as I switched the phone on the first time, it started installing software udpates, and gradually moving the codebase further and further away from 'stock'. Hope I'm using the right terms here?

 

I'm not dancing around what I did - as I say it was a long time ago and I literally do not remember the specific steps I took. Please recognise the typical mind fallacy that is occurring here. As you are someone who is knowledgeable and experienced with these sort of things, you find it hard to conceive how someone could not know this, because you would always know. I'm not like you though, I'm someone who isn't too knowledgeable on this, so I am perfectly capable of forgetting the intricacies considering it was probably over a year ago.

 

Really appreciate the additional pointers you have given me - I will give that a try - thanks very much :)

 


wrote:
 

If you had a problem after purchase that could not be fixed via a reset, you should have contacted support to have your phone repaired. 


Knowing what I know now, I would simply return the phone while still under warranty if this happened again. I hadn't realized at the time that people would be denied support for trying to resolve faults with their device themselves, although I do of course appreciate that Moto cannot support people if they use non-standard software (or a non-standard deployment mechanism).

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  • Message 8 of 19

Re: Problem with update 24.206.6.en.EU on Moto X Play XT1562

2017-02-27, 14:49 PM

wrote:

 Thanks for the additional suggestion!

 

When I say resetting to stock - no I was always stock - I mean resetting to stock as in "the software level as I received it from the factory".

 

Naturally as soon as I switched the phone on the first time, it started installing software udpates, and gradually moving the codebase further and further away from 'stock'. Hope I'm using the right terms here?

 

I'm not dancing around what I did - as I say it was a long time ago and I literally do not remember the specific steps I took. Please recognise the typical mind fallacy that is occurring here. As you are someone who is knowledgeable and experienced with these sort of things, you find it hard to conceive how someone could not know this, because you would always know. I'm not like you though, I'm someone who isn't too knowledgeable on this, so I am perfectly capable of forgetting the intricacies considering it was probably over a year ago.

 

Really appreciate the additional pointers you have given me - I will give that a try - thanks very much :)

 


wrote:
 

If you had a problem after purchase that could not be fixed via a reset, you should have contacted support to have your phone repaired. 


Knowing what I know now, I would simply return the phone while still under warranty if this happened again. I hadn't realized at the time that people would be denied support for trying to resolve faults with their device themselves, although I do of course appreciate that Moto cannot support people if they use non-standard software (or a non-standard deployment mechanism).


I have done a lot of hacking of phones in the past. But i have not done so in a while.

 

My only troubleshooting is what is allowed by warranty - cache clear, safe mode, and reset. Those have always worked for me. 

 

If my phone can't be fixed by those methods, I would contact support for service. 

 

The only advise I can give at this point is to search or ask on other forums how to "unroot" your phone as it doesn't appear that your bootloader has been unlocked, but even that can be fooled sometimes... 

 

Without knowing what you did, it is very hard to advise on how to put it back to normal - and we can't do that on these forums anyway. 


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Re: Problem with update 24.206.6.en.EU on Moto X Play XT1562

2017-02-27, 14:50 PM

p.s. If I was genuinely trying to dance around the issue or obfuscate what I've done, I wouldn't have pro-actively stated that I think my device may be modded in the original thread, and I wouldn't have posted the 'fastboot getvar all' output that proves that it has been! As I say, I really appreciate the assistance despite this being outside the usual scope of what you should be helping with.

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  • Message 10 of 19

Re: Problem with update 24.206.6.en.EU on Moto X Play XT1562

2017-02-27, 14:51 PM

Oops, our posts overlapped there.

 

Thanks again for the help, I'll look for instructions on un-rooting.

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