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brkphone
What's DOS?
Posts: 3
Registered: ‎10-28-2018
Location: US
Views: 2,123
Message 21 of 99

Re: Moto Z² stuck on boot screen

So what is Motorolla going to do about this update breaking every ones phone? 

mccor119
Fanfold Paper
Posts: 4
Registered: ‎10-28-2018
Location: US
Views: 1,871
Message 22 of 99

Re: DEAD Moto z2 after spontaneous restarts

Yes. the phone will boot up to the lock screen and then starts the reboot loop.

britt1215
Paper Tape
Posts: 9
Registered: ‎10-28-2018
Location: US
Views: 2,093
Message 23 of 99

Re: Moto Z² stuck on boot screen

Per the (non-helpful) verizon tech help's advice, I let my battery drain overnight. Recharged this morning; just tried to turn it on again and same problem.

Motorola Admin Motorola Admin
Motorola Admin
Posts: 2,073
Registered: ‎02-11-2016
Location: US
Views: 1,885
Message 24 of 99

Re: DEAD Moto z2 after spontaneous restarts

We've seen a few of these reports where devices are stuck in a boot loop after the Oreo update. We're currently investigating. If you haven't already can you make sure your forum profile is updated with the correct IMEI or SN form your device? Also, I'd like to do some additional troubleshooting to see if we can help recover your device.

 

Please try the following steps and let me know if it works.

 

  • Download and then install the "Verizon Software Update Assistant" on your computer from these links.
  • Reboot the phone into Fastboot/Recovery
  • Power off your phone
  • Hold “Volume Down + Power” for at-least 3 seconds and then release the buttons
  • Connect your phone to that PC via a USB cable.
  • Open the "Verizon Software Update Assistant" application on your Windows PC (if you haven't already).
    • Wait a good 10-30 seconds (at least) for the "Verizon Software Update Assistant" to a) check for updates to itself, and then b) discover your attached smartphone.
  • When available, click on the red "Restore" button within the "SUA App"
  • Choose whether to erase or keep all your data during this process. By default, the app will not erase user data
  • It will take around 30 minutes to download the image, decompress that Android image, and then install it to the phone. After that process is done though, the phone should reboot.

 

Note:
If SUA tool fails to decompress the files
Uninstall the Verizon SUA tool from the computer.
Reboot the computer
Start over at step 1 of the Restoring the device.

 

-Tom



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Motorola Admin Motorola Admin
Motorola Admin
Posts: 2,073
Registered: ‎02-11-2016
Location: US
Views: 2,086
Message 25 of 99

Re: Moto Z² stuck on boot screen

We've seen a few of these reports where devices are stuck in a boot loop after the Oreo update. We're currently investigating. If you haven't already can you make sure your forum profile is updated with the correct IMEI or SN form your device? Also, I'd like to do some additional troubleshooting to see if we can help recover your device.

 

Please try the following steps and let me know if it works.

 

  • Download and then install the "Verizon Software Update Assistant" on your computer from these links.
  • Reboot the phone into Fastboot/Recovery
  • Power off your phone
  • Hold “Volume Down + Power” for at-least 3 seconds and then release the buttons
  • Connect your phone to that PC via a USB cable.
  • Open the "Verizon Software Update Assistant" application on your Windows PC (if you haven't already).
    • Wait a good 10-30 seconds (at least) for the "Verizon Software Update Assistant" to a) check for updates to itself, and then b) discover your attached smartphone.
  • When available, click on the red "Restore" button within the "SUA App"
  • Choose whether to erase or keep all your data during this process. By default, the app will not erase user data
  • It will take around 30 minutes to download the image, decompress that Android image, and then install it to the phone. After that process is done though, the phone should reboot.

 

Note:
If SUA tool fails to decompress the files
Uninstall the Verizon SUA tool from the computer.
Reboot the computer
Start over at step 1 of the Restoring the device.

 

-Tom



Did someone help you today? Press the star on the left to thank them with a Kudo!
If you find a post helpful and it answers your question, please mark it as an "Accepted Solution"! This will help the rest of the Community with similar issues identify the verified solution and benefit from it.

britt1215
Paper Tape
Posts: 9
Registered: ‎10-28-2018
Location: US
Views: 2,082
Message 26 of 99

Re: Moto Z² stuck on boot screen

Thanks. Updated my profile with SN.

Will try the reboot instructions at lunch.

Motorola Admin Motorola Admin
Motorola Admin
Posts: 2,073
Registered: ‎02-11-2016
Location: US
Views: 2,077
Message 27 of 99

Re: Moto Z² stuck on boot screen


@britt1215 wrote:

Thanks. Updated my profile with SN.

Will try the reboot instructions at lunch.


Thank you, please keep me updated

 

-Tom



Did someone help you today? Press the star on the left to thank them with a Kudo!
If you find a post helpful and it answers your question, please mark it as an "Accepted Solution"! This will help the rest of the Community with similar issues identify the verified solution and benefit from it.

SteveSly
Fanfold Paper
Posts: 6
Registered: ‎10-29-2018
Location: US
Views: 2,074
Message 28 of 99

Re: Moto Z² stuck on boot screen

What about me, though.  Ive already wiped data and factory reset twice.  What do I do, to ensure it doesnt happen again? This same process? 

Motorola Admin Motorola Admin
Motorola Admin
Posts: 2,073
Registered: ‎02-11-2016
Location: US
Views: 2,068
Message 29 of 99

Re: Moto Z² stuck on boot screen


@SteveSly wrote:

What about me, though.  Ive already wiped data and factory reset twice.  What do I do, to ensure it doesnt happen again? This same process? 


I asked all users to update their forum profiles and try recovering with SUA to see if it helps. (https://forums.lenovo.com/t5/Moto-Z-Play/Moto-Z-stuck-on-boot-screen/m-p/4252495#M4464)

 

-Tom



Did someone help you today? Press the star on the left to thank them with a Kudo!
If you find a post helpful and it answers your question, please mark it as an "Accepted Solution"! This will help the rest of the Community with similar issues identify the verified solution and benefit from it.

princesslala
Paper Tape
Posts: 8
Registered: ‎10-29-2018
Location: US
Views: 2,020
Message 30 of 99

Re: Moto Z² stuck on boot screen

I am experiencing the same problem and am tring the SUA now. 

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