Welcome to our peer-to-peer forums, where owners help owners. Need help now? Visit eSupport here.

Motorola Community

Moto G Phonesmoto g7 play / moto g7 / moto g7 power / moto g7 plus
All Forum Topics
Options

63 Posts

08-30-2019

Hungary

187 Signins

1146 Page Views

  • Posts: 63
  • Registered: ‎08-30-2019
  • Location: Hungary
  • Views: 1146
  • Message 1 of 10

G7 Plus ---------- XT1965-3 --- PPW29.98-66 ---reteu2--------- No OTA/LMSA update

2019-09-02, 19:25 PM

Fresh order from Amazon.es.

 

No OTA update, tried with LMSA, found new build, update seemed to be successful but after reboot still stuck on old build. Tried with and without SIM/SD Card inserted but with no success.

 

Dear Moto Agents/SME Users, any solution so far?

 

Reply
Options

49 Posts

08-08-2019

United Kingdom of Great Britain and Northern Ireland

52 Signins

418 Page Views

  • Posts: 49
  • Registered: ‎08-08-2019
  • Location: United Kingdom of Great Britain and Northern Ireland
  • Views: 418
  • Message 2 of 10

Re: G7 Plus ---------- XT1965-3 --- PPW29.98-66 ---------- Unsuccessful update

2019-09-02, 21:23 PM

Join the ever increasing club of people with the same issue......zero help from Motorola apart from "please send the phone to support team"

 

You'll never get any more than that...

Reply
Options

63 Posts

08-30-2019

Hungary

187 Signins

1146 Page Views

  • Posts: 63
  • Registered: ‎08-30-2019
  • Location: Hungary
  • Views: 1146
  • Message 3 of 10

Re: G7 Plus ---------- XT1965-3 --- PPW29.98-66 ---------- Unsuccessful update

2019-09-02, 21:34 PM

Thanks, Instead of sending back to support team, whatever it means, I will send it back to Amazon.

 

Before doing that...

 

Since how long this issue has been escalated?

 

What I found until now that LMSA downloads firmware indicating software channel RETEU however the phone shows RETEU2.

 

Is this the issue?

 

Reply
Options

49 Posts

08-08-2019

United Kingdom of Great Britain and Northern Ireland

52 Signins

418 Page Views

  • Posts: 49
  • Registered: ‎08-08-2019
  • Location: United Kingdom of Great Britain and Northern Ireland
  • Views: 418
  • Message 4 of 10

Re: G7 Plus ---------- XT1965-3 --- PPW29.98-66 ---------- Unsuccessful update

2019-09-02, 21:51 PM

Yup I noticed that too....

 

I submitted logs on here which (I think) shows the device rejecting the connection too....

 

But still....nothing from Motorola

 

Amazon will just swap the device leaving you in the same position I imagine...

Reply
Options

63 Posts

08-30-2019

Hungary

187 Signins

1146 Page Views

  • Posts: 63
  • Registered: ‎08-30-2019
  • Location: Hungary
  • Views: 1146
  • Message 5 of 10

Re: G7 Plus ---------- XT1965-3 --- PPW29.98-66 ---------- Unsuccessful update

2019-09-02, 23:10 PM

Phone bought from Amazon.es, shipped from Germany but according to LMSA original destination was Cyprus...Wonderful.

Reply
Options

40 Posts

07-05-2015

United Kingdom of Great Britain and Northern Ireland

86 Signins

817 Page Views

  • Posts: 40
  • Registered: ‎07-05-2015
  • Location: United Kingdom of Great Britain and Northern Ireland
  • Views: 817
  • Message 6 of 10

Re: G7 Plus ---------- XT1965-3 --- PPW29.98-66 ---------- Unsuccessful update

2019-09-03, 10:11 AM
ive got the same issue with my g7 play... so your not the only one.
Reply
Options

63 Posts

08-30-2019

Hungary

187 Signins

1146 Page Views

  • Posts: 63
  • Registered: ‎08-30-2019
  • Location: Hungary
  • Views: 1146
  • Message 7 of 10

Re: G7 Plus ---------- XT1965-3 --- PPW29.98-66 ---------- Unsuccessful update

2019-09-04, 11:44 AM
Dear Moto Agents,

Any thoughts, advice you could share?

Should we all return the phone or wait for any updates to be released soon?

Please note that what I experienced through your call centre and incident ticket process is way beyond the 21st century client expectation. Hopefully you will not join the same group and could provide the minimum service level support and reply to our queries.

Thanks in advance.
Reply
Options

49 Posts

08-08-2019

United Kingdom of Great Britain and Northern Ireland

52 Signins

418 Page Views

  • Posts: 49
  • Registered: ‎08-08-2019
  • Location: United Kingdom of Great Britain and Northern Ireland
  • Views: 418
  • Message 8 of 10

Re: G7 Plus ---------- XT1965-3 --- PPW29.98-66 ---------- Unsuccessful update

2019-09-04, 12:23 PM

I finally bit the bullet and sent my phone off to Motorola yesterday, but luckily I managed to borrow a phone from a friend.

 

Interesting thing is it's a G7 Plus....but RETGB and not RETEU2, and funnily enough it's on the most up to date software, and none of the issues exist that I had with my G7...

 

I am starting to think it's an issue with RETEU2 software.

Reply
Options

49 Posts

08-08-2019

United Kingdom of Great Britain and Northern Ireland

52 Signins

418 Page Views

  • Posts: 49
  • Registered: ‎08-08-2019
  • Location: United Kingdom of Great Britain and Northern Ireland
  • Views: 418
  • Message 9 of 10

Re: G7 Plus ---------- XT1965-3 --- PPW29.98-66 ---------- Unsuccessful update

2019-09-04, 20:19 PM
Its a real shame that Motorola or their agents can't give us some feedback on why it seems to affect some devices and not others....? It seems from what I've found to be narrowed down to RETEU2 devices (which I have no idea the difference from RETEU devices)...

Its just plain old nice to be transparent to your customers...
Reply
Options

18 Posts

08-04-2019

Russian Federation

31 Signins

304 Page Views

  • Posts: 18
  • Registered: ‎08-04-2019
  • Location: Russian Federation
  • Views: 304
  • Message 10 of 10

Re: G7 Plus ---------- XT1965-3 --- PPW29.98-66 ---------- Unsuccessful update

2019-09-08, 19:34 PM

Hello, MotoHun.

 

PADU0004IS - This number corresponds to the number indicated on the box of your phone (I think).

 

I am in no way trying to tell you what to do, but I would definitely flash ROM which the LMSA offered you.

In my case, the obviously correct update could not be installed in the usual way either.

Before everything worked out, my phone stopped working at all (I made a gross mistake in the process). So the LMSA informed me that the phone was successfully restored, although in reality a little has not changed. After that, I realized that I had to solve the problem myself, and not count on the help from support. And I have neither the time nor the desire to go to service centers.

In any case, Good Luck.

 

Reply
Forum Home

Community Guidelines

Please review our Guidelines before posting.

Learn More

Check out current deals!

Go Shop
X

Save

X

Delete

X

No, I don’t want to share ideas Yes, I agree to these terms