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willyfonsworth
Paper Tape
Posts: 3
Registered: ‎01-02-2020
Location: CA
Views: 331
Message 1 of 6

Unsuccessful software update Z3 Play

Moto Z3 Play just purchased from the Motorola website and the phone refuses to perform its updates. Its constantly looping and saying "Sorry, there was a problem updating your Moto Z3 Play. No changes were made.

 

Looking through the forums and I have tried to the following:

 

- Factory reset, tried updating again via OTA... same issue

- Attempted to use the LMSA tool, gets to 29% jams... then errors out at 43% constantly. Tried 3 times, factory reset before each retry

- Factory reset again, did not connect to WiFi but direct to the PC in an attempt to do the LMSA update without having it attempt a OTA update. Same result.

- Factory reset

- Decided to swap my SIM in the phone to attempt OTA over LTE. Same error..

 

The "solutions" that I have been seeing are constantly "send phone in for repair". I will refrain from giving my honest opinion on this "solution". What I am trying to see is if there is anything else I can do before taking up more of time and sending a brand new device in for servicing.

 

 

 

 

Senior MotoAgent
Senior MotoAgent
Posts: 7,455
Registered: ‎03-05-2018
Location: US
Views: 215
Message 2 of 6

Re: Unsuccessful software update Z3 Play

Hi willyfonsworth,

 

Sorry to know about this. I really appreciate the things you've tried and done so far. I'd like to see this further, can you please update your profile with the current phone, carrier and serial number -- this will help me investigate. Please make sure that the options under Settings > System > Motorola Privacy are on as well, and let me know (just reply here) if it's okay for me to look at your apps to see if they are a source of problems.

See here for the instruction. Thanks.

 

Best regards,
Rich
Motorola-Lenovo Support



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Senior MotoAgent
Senior MotoAgent
Posts: 57
Registered: ‎08-30-2018
Location: US
Views: 203
Message 3 of 6

Re: Unsuccessful software update Z3 Play

Hello willyfonsworth,

 

I'm sorry to hear this is occurring, I'd be happy to help you further with this issue.  I've sent you a private message, when you get a moment can you please take a look at it?

 

Best regards,

Becky



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willyfonsworth
Paper Tape
Posts: 3
Registered: ‎01-02-2020
Location: CA
Views: 141
Message 4 of 6

Re: Unsuccessful software update Z3 Play

Profile information updated with information requested.

vindicatorr
Paper Tape
Posts: 2
Registered: ‎01-21-2020
Location: US
Views: 20
Message 5 of 6

Re: Unsuccessful software update Z3 Play

Willy, had there been any update/resolution to your issue?

I believe I had a similar issue as yours I think (https://forum.xda-developers.com/z3-play/help/ppws29-183-29-1-2-ppws29-183-29-1-6-t3993853).

 

I had been waiting for LMSA to get the update so I could do a full flash, and that day was today.

However, when I took the steps I did in the past going from 1-2 to 1-6,  but from 1-6 to 1-9, booting failed.

 

I do my darndest to avoid deleting userdata if I don't need to, and I'm not sure if there's something in this update that makes it a requirement or what.

Basically, I don't use LMSA to flash, but just use it to get the stock ROM zip file and then manually run the fastboot steps myself minus erasing the userdata partition.

If I remember right, I didn't need to when going from 1-2 to 1-6.

willyfonsworth
Paper Tape
Posts: 3
Registered: ‎01-02-2020
Location: CA
Views: 5
Message 6 of 6

Re: Unsuccessful software update Z3 Play

I have not heard back on this issue at this time. I do not have the phone with me at the moment but I can check what version the LMSA was attempting to install on my particular device and let you know.

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