Cannot get updates via OTA

Got he TB in May. It was a replacement of my original one within 14 days as the bottom panel was popping out in my first phone. The VZW rep at the store when he activated the phone accidentally started a FW upgrade and cancelled it by pulling the battery. I have no issues with the phone except, it doesn't do anything when I check for new updates. I am still on the factory original FW. Never got the June update, the July fix for the rebooting issue of the June update and never got the Sept. Gingerbread update. Now that the fixed GB is rolling out, I have been trying to pull the update by checking the update. I get the small window saying checking for updates and then the window just vanishes in 5 or so seconds. I checked out my friends' TBs and they all roll a OTA message on the top bar and then come back and say there are no updates but my phone never goes in OTA mode so I am not sure if its even checking for updates.

I have spent more than 2 hours on separate days with VZW tech support and they keep telling me that its a HTC issue and HTC is responsible for the roll outs and even though my phone doesn't go in OTA mode, I should be getting the push. I did tell 'em that I didn't get any other pushes so why would I get it now since its not going in OTA mode at all.

I even called HTC. As expected, they're saying that VZW owns the rollout and they're responsible for the devices getting or not getting updates.

VZW tech support has a fix. Swap the handset for another which I know is going to be refurb. I don't want my handset changed.

Any ideas or more information on how to go about getting this fixed?

Should I just flash the unmodified RUU and be done with it? Should I flash an earlier RUU and see if my phone starts working with OTA or what? I would be happy to accept a replacement handset if its brand new as I feel that this is not my fault and the device is not abused or broken. I only use it as a phone and to check email and FB. I have no apps installed and no games installed either.

Any one have any advice for me?

I have tried the factory reset with the first tech. Tried the "check-in" method and no dice. I have tried forcing the phone into 1X mode and still no dice.

Anyone who has more technical insight care to chime in?

Accepted answers

dvpatel

I was finally able to get an update. A VZW employee was helping me via PMs for a few days now. Finally, today, my phone managed to first pull 1.70.605.0 update and then 2.11.605.5 update and was updated to the latest s/w in about 30 minutes for both updates (being in a solid 4G region helps with the rather large downloads :smileyvery-happy: ).

If you are still having issues, I believe one of the _VZW folks will now have to get involved and work with HTC to get your phone to update.

Thanks to the VZW employee and the others at VZW and HTC and on these forums who helped me out.

All comments

budone

Are you in an area with a strong VZW signal??? (Not roaming or on extended network)

I am surprised a factory reset (where you have to reload apps and all) did not trigger it.

Just wondering, what is your PRL?

B33

Hey Budone you old p--p! :smileyvery-happy: how ya doing long time since we Talked i got my New PRL for my droids it's 40084 an there still hanging in there these old Droids but the new HTC Rezound an Razr is looking Really good! :smileyhappy: B33

dvpatel

Yes. I get very strong 4GLTE signal. I have checked for updates with full bars on 4GLTE with a full battery many many times in the last week.

Android version: 2.2.1

Base Band: 1.16.00.0223r

Build Number: 1.12.605.6 CL338893 release-keys

PRL: 15075

budone

Just wondering, have you tried connected to 3G instead?

jslstephmsl

I have done the factory reset as well and mine searches that way so its not just you. Mine searches for a few seconds and then disappears.

dvpatel

budone wrote:
Just wondering, have you tried connected to 3G instead?

Yes. Tried in 4GLTE mode, 3G mode and even 1X mode as some site indicate success only in 1X. No dice for me. Just stopped by a VZW store as well as it was across the street from a Kohls I went to. They say I have to deal with Tech Support and that they cannot do anything for me. Seems they're all too happy to order me someone else's used {word filter avoidance} instead of looking what's wrong on what I already have.

:smileysad:

Gammaray

I have the same problem. Tried most of the suggestions except factory reset. When I do the check for update the popup just disappears, no response at all. Tried battery/SIM pull, turning off LTE and others.

I have one other oddity that I wonder if there is any connection. When I use "my Verizon" site from a desktop computer the site does not seem to know what phone I have. I just get a generic outline of a flip phone and no mention of thunderbolt. It's like my phone is not known to Verizon. So maybe I don't get the update because of some error in my records or phone registration.

When I called Verizon about the "My Verizon" problem they said they didn't have a picture of the thunderbolt phone. I knew that answer was incorrect.

chuck07

Same issue. No image. I had a picture there before, but now I do not.

When you go to update, do you get a checking for updates, then the screen disappears?

dvpatel

Well, I have the right image in My Verizon and still my update window vanishes.

Tech Support again offered me a "as new" refurbished handset saying even management cannot send me a new phone after the 14 days are over. Way to go VZW and HTC. Nice job.

Gammaray

Yes, that's what I get... checking for updates, then the screen disappears?

NotoriousBILL

Same here, very frustrating.

crshinn

Gammaray wrote:
I have the same problem. Tried most of the suggestions except factory reset. When I do the check for update the popup just disappears, no response at all. Tried battery/SIM pull, turning off LTE and others.

I have one other oddity that I wonder if there is any connection. When I use "my Verizon" site from a desktop computer the site does not seem to know what phone I have. I just get a generic outline of a flip phone and no mention of thunderbolt. It's like my phone is not known to Verizon. So maybe I don't get the update because of some error in my records or phone registration.

When I called Verizon about the "My Verizon" problem they said they didn't have a picture of the thunderbolt phone. I knew that answer was incorrect.

Have you tried calling *228?

dvpatel

I thought *228 was not supposed to work on the TB. I have tried it in the last few days and it just beeps and goes away just like the OTA update. Does it work for others?

NotoriousBILL

I tried *228 and got a message saying my roaming capabilities were updated.... When I go to the Software Update, still the same....

RobB772

*228 updates the PRL (preferred roaming list) for non LTE phones. Your SIM updates this function on the Thunderbolt.

dvpatel

So, since I am new here, what does it actually take for one of the VZW guys to respond to a thread on here? I see them responding to only some threads. This one is now 3 pages long and they have yet to offer any advice or even say a word. How exactly does it work over here?

NotoriousBILL

They won't, they say it is an HTC issue as HTC is pushing the update out (what I was told last night).

dvpatel

Well. I have called HTC and they're saying this is a VZW issue as VZW rebrands the s/w and controls the roll out. So, HTC is saying go to VZW and VZW is saying go to HTC. So, who's to blame for this screwup? I don't mind waiting in line for the update when my turn comes but I don't even get the check for updates to work correctly and VZW's lame excuse of an answer is we'd be happy to give you a reconditioned phone. I didn't buy the phone from HTC. I bought it from VZW so in my mind, VZW is dropping the ball here and hence I am on the VZW's site asking for an official answer from one of the VZW folks on here. Am I expecting too much?

I stick with companies and watch how they treat me in problem times and VZW is not treating me right at the moment. Been with 'em since I got my first cell phone years ago even though I'd be better off with one of the GSM guys as I can use the GSM phone back home in India but apparently loyalty is a often forgotten word in Corporate America lately.

NotoriousBILL

dvpatel wrote:
Well. I have called HTC and they're saying this is a VZW issue as VZW rebrands the s/w and controls the roll out. So, HTC is saying go to VZW and VZW is saying go to HTC. So, who's to blame for this screwup? I don't mind waiting in line for the update when my turn comes but I don't even get the check for updates to work correctly and VZW's lame excuse of an answer is we'd be happy to give you a reconditioned phone. I didn't buy the phone from HTC. I bought it from VZW so in my mind, VZW is dropping the ball here and hence I am on the VZW's site asking for an official answer from one of the VZW folks on here. Am I expecting too much?

I stick with companies and watch how they treat me in problem times and VZW is not treating me right at the moment. Been with 'em since I got my first cell phone years ago even though I'd be better off with one of the GSM guys as I can use the GSM phone back home in India but apparently loyalty is a often forgotten word in Corporate America lately.

I agree, it sucks.

Others are also having the same problem we are with the update:

http://forums.androidcentral.com/verizon-htc-thunderbolt-forums/129656-thunderbolt-will-not-do-ota-updates-2-2-1-a.html

If you register on this forum, you can manually install the update via the Andoid Police website. I may do this update this weekend.

dvpatel

LOL. I have already posted to that thread a few days back. I think I will wait it out and see how VZW (and HTC) treat me and then go the RUU route like the last poster in that thread.

If VZW and HTC don't do me justice, at my next renewal, I will definitely sack their sorry behinds and switch over as I do not do business with companies that don't treat me right.

NotoriousBILL

I iinstalled the update manually and it worked flawlessly. Remember, it will wipe you phone so backup everything first....

dvpatel

That is great news.

I have already done a factory reset so I am good as I don't have any apps. I only use the sense and the spedtest app and the QR code scanner so I can re-download them. What happens now when you run the update check? Does your phone go in OTA mode and then come back and tell you that there are no updates or does it still do the same thing where the checking window just vanishes?

NotoriousBILL

dvpatel wrote:
That is great news.

I have already done a factory reset so I am good as I don't have any apps. I only use the sense and the spedtest app and the QR code scanner so I can re-download them. What happens now when you run the update check? Does your phone go in OTA mode and then come back and tell you that there are no updates or does it still do the same thing where the checking window just vanishes?

Instead of just disappearing, a box with"FINISH" pops up stating "No New Software Update Available"

dvpatel

Thanks for the update. So, what ever it is, it is in our phones. If this was MEID related, you wouldn't get the No updates available but rather the s/w update window will continue to vanish.

So, VZW really needs to get their act together and fix this once and for all instead of playing the "not our problem" game with HTC. If this is indeed an issue with HTC, VZW needs to man up and contact someone high up in HTC and get them to correct it instead of telling their customers that its not a VZW problem and sending customers to deal with HTC directly.

VZW charges some of the highest rates in the industry and its about time they showed that they're worth paying the premium for. Just solely relying on an excellent coverage only goes so far.