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5 Posts

10-06-2019

DE

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New Moto G7 Plus does not receive any updates since January

2019-10-06, 13:20 PM

I bought a brand new Moto G7 Plus phone two months ago. The software version installed is from January 2019. I have been waiting to receive system updates since then. Until today, I haven't received any updates. That is, my phone is still running on the version from January 2019. Ten months old already. Why am I not receiving any updates?

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42 Posts

08-30-2019

HU

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Re: New Moto G7 Plus does not receive any updates since January

2019-10-06, 17:10 PM

Most probably you are on RETEU2 software channel which for some reason has been forbidden by Moto Android developers. We tried to update the phone via LMSA but the application failed to update the phone due to unknown reason.

 

We initiated several discussions here in the Moto community but never received an answer from Moto. Agents in this forum are in silent mode and never reacted to our claims. Help center agents were like bots through the phone repeating the same phrases, telling us that there is nothing wrong and we should be happy owning a phone like G7 Plus.

 

We went to desperate mode and installed the latest ROM via fastboot mode successfully by updating the partition table related instructions. We understood that Moto developers failed to built up proper installation script in LMSA.

 

LMSA has been fixed recently and software updates started to work for RETEU2 G7 Plus as well. You can download it and update your phone manually.

 

The software channel won't change after the update therefore my assumption is that you and all of us who are on RETEU2 wont be able to update our phone through OTA only via LMSA in the future...

 

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5 Posts

10-06-2019

DE

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Re: New Moto G7 Plus does not receive any updates since January

2019-10-08, 14:56 PM

Thank you very much for the excellent response. And wow. I did not expect Moto (i.e., Lenovo) to suck this hard. I will most certainly never buy a Moto / Lenovo phone again if this turns out to be as you described.

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8675 Posts

03-05-2018

US

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Re: New Moto G7 Plus does not receive any updates since January

2019-10-08, 20:59 PM

Hi andrewandrewMotoHun,

 

I'd like to check this. 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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5 Posts

10-06-2019

DE

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Re: New Moto G7 Plus does not receive any updates since January

2019-10-08, 21:03 PM

Hi Agent_Rich, I did set my settings accordingly quite a while ago, hoping to receive the update with the settings on. I also setup my profile here accordingly. Please do investigate.

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42 Posts

08-30-2019

HU

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Re: New Moto G7 Plus does not receive any updates since January

2019-10-08, 21:32 PM

My profile is also up to date. I already installed the latest firmware 111-3 via fastboot as I couldn't wait one month for your first reaction.

 

After I purchased the phone at the end of August and realize the update issue I have opened a topic and replied in all others related to this issue but never saw an answer from any Moto Agent.

 

It would be great to understand why RETEU2 software channel is disregarded and no update is sent via OTA since january.

 

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8675 Posts

03-05-2018

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Re: New Moto G7 Plus does not receive any updates since January

2019-10-10, 16:11 PM

Hi andrewandrew,

 

Thanks for updating your profile. We checked yours, and you have the correct software channel, however, your current software build isn't the latest one, make sure you have an active SIM card and try using LMSA tool to push the updates. 

 

Here are the links:

https://support.lenovo.com/us/en/downloads/ds101291

https://support.lenovo.com/us/en/solutions/ht102605

 

Hi MotoHun,

 

Sorry I have not seen the post. I checked yours as well. You have the correct software build. 

 

Best regards,
Rich
Motorola-Lenovo Support

 



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5 Posts

10-06-2019

DE

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Re: New Moto G7 Plus does not receive any updates since January

2019-10-10, 19:00 PM

Thank you, Agent_Rich. However, the fact that the build number is outdated is not much of a surprise. This is exactly the problem that I reported. How come my phone does not receive the update OTA?

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8675 Posts

03-05-2018

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Re: New Moto G7 Plus does not receive any updates since January

2019-10-11, 20:19 PM

Hello andrewandrew,

 

There are several factors to consider like the dispatch of the update to your carrier/region, the software/apps running on your phone, etc. However, you can try using the tool and see if you can have the software pushed to your phone. Let me know. Thanks.

 

Best regards,
Rich
Motorola-Lenovo Support



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2 Posts

09-29-2017

ES

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  • Message 10 of 12

Re: New Moto G7 Plus does not receive any updates since January

2019-10-13, 0:40 AM

No, the cause is not because of being on reteu2. My G7 plus is on reteu2, I bought the device on April, and I have been receiving all updates normally. I have gotten like 4 already. I'm currently on the August patch. I bought the device from Amazon Spain.

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