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6.0 Android Marshmallow Update
Verizon_CellUser

My phone rebooted for the required 6.0 Software update and now my phone is dead (screen says "No command" with the laying down android logo with red exclamation sign). I tried many different methods of trouble-shooting including a factory reset and nothing is working to restart the phone. What is Verizon doing about this since it was the required update that caused the damage?

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Re: 6.0 Android Marshmallow Update
vzw_customer_support
Customer Support

Verizon_CellUser,


I certainly wouldn't be happy about those troubles either. I want to make sure we solve this and get your phone back to working awesome. There is one main thing left we can try. Have you tried using the software repair assistant? http://vz.to/2jXjCHw If not can we attempt that and see if it helps?


AndrewT_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

View solution in original post

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Re: 6.0 Android Marshmallow Update
vzw_customer_support
Customer Support

We want to make sure your phone is working properly. We would love to assist you further, however we do need a bit of information before we continue. What kind of device do you have? When you power the device off and on does the screen show the same error message?


YeseniaV_VZW Follow us on TWITTER @VZWSupport If my response answered your question please click the Correct Answer button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

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Re: 6.0 Android Marshmallow Update
Verizon_CellUser

The device is a DROID TURBO by Motorola 32GB.

Yes, when I turn the device on and off, it will turn on and flash the Motorola logo twice in about 2-3 second intervals but only vibrating for one of the intervals. Then the screen shows the "No Command" red exclamation sign with the droid mascot laying down.

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Re: 6.0 Android Marshmallow Update
vzw_customer_support
Customer Support

Verizon_CellUser,

This isn't the experience I want you to have. Let's test things out. What happens when you place the device into Safe Mode? Try both methods if the first doesn't work: http://spr.ly/65808Pmng

KatiM_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Re: 6.0 Android Marshmallow Update
Verizon_CellUser

I am unable to to access Safe Mode despite trying both methods.

Instead I'm getting a different screen (photo of phonescreen attached).

When I scroll down using the volume button I have the following options: "Start," "Restart bootloader," "Recovery mode," "Power off," "Factory," "Barcodes," "BP Tools," "QCOM," and "Bootloader logs."

Before posting my original discussion, I tried "Start," "Restart bootloader," "Recovery mode," "Power off," "Factory," and "Bootloader logs." With the exception of "Power off" (which just turned my phone off) the rest of the options would go back cycling the faulty two intervals of flashed Motorola logo flashing and vibration before the "No Command" screen.

This is incredibly frustrating.

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Re: 6.0 Android Marshmallow Update
Verizon_CellUser

@Verizon Wireless Customer Support

What are my next steps? Who do I need to contact to get this issue resolved?

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Re: 6.0 Android Marshmallow Update
vzw_customer_support
Customer Support

Verizon_CellUser,


I certainly wouldn't be happy about those troubles either. I want to make sure we solve this and get your phone back to working awesome. There is one main thing left we can try. Have you tried using the software repair assistant? http://vz.to/2jXjCHw If not can we attempt that and see if it helps?


AndrewT_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

View solution in original post

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Re: 6.0 Android Marshmallow Update
Verizon_CellUser

I tried the utility and the phone does not appear as a device. When the phone is plugged in, it is not recognized. Nothing happens.

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Re: 6.0 Android Marshmallow Update
vzw_customer_support
Customer Support

You may need to use a different USB cable.  Some USB cables are good for charging and data transfer, others are only good for charging.  Are you using the cable it came with?


NoahS_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

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Re: 6.0 Android Marshmallow Update
Verizon_CellUser

Yes, I am.

Seriously, what is Verizon going to do as a next step? It appears that the required software update incapacitated my smartphone to the point of no function. The technical support team is, unfortunately, unsuccessful at their attempts to troubleshoot. The 'solutions' have all been geared to reboot or refresh a phone that is no longer responsive (and it has taken 10 days of back and forth discussion board communications to get to this point).

Unless the technical support team has one more troubleshooting suggestion, I am requesting Verizon as the distributor of the smartphone in question, to cover the expenses for a replacement phone.

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