2nd part of 6.0 update failed...

Well I was excited this morning when my phone told me that I had a 2 part update to get 6.0! the first part update just fine... I let it do what it needed to and everything went fine. It came to update the second part and I hit the update button and it did nothing after it did the countdown... I went to check the updates and it said that 24.14.11.en.US failed to download. so I figured it would try again when i checked for updates. Nope, it said it was up to date. It definitely isn't. I even tried clearing the system cache to see if that would help - it didn't.

After this I decided to try using the Software Update Assistant. After one software repair, and one software and driver uninstall, I'm beginning to realize that it isn't going to detect my phone. my computer and the phone itself acknowledges the connection, but SUA will not see my phone. Yes, I made sure it was in MTP mode. I REALLY hope that Verizon doesn't half-*** this whole update. It would be nice if they made it available as an update you can put on your SD card if they don't fix this OTA issue....

But the question... Does anyone have any idea how to fix it?

P.S. Verizon Support, if you try to help me, please don't give a round-about answer. If you don't know why it's doing it, let me know and please just look in to it. I don't like having my phone hanging in the middle of a major update...

Thanks!

Accepted answers

dungareez

I had same issue Download failed on second part and it claimed software was up to date.

Here is the solution I found.

1. Install the motorola software update assistance application (SUA) from either your phone or this link:

http://www.motorola.com/VerizonSoftwareUpdateWin

2. It does NOT appear to be compatible with USB v3 so make sure you connect your phone with USB v2.

3. Link to their pdf on how to use the SUA:

https://www.verizonwireless.com/dam/support/pdf/system_update/BPOD-H9887-SUA-moto-V7.pdf

Basically install, connect phone, select device in app and click update.

It will then download and install update. Stay connected to PC.

After it goes throught the process you will need to disconnect and reconnect the USB cable (the pc will prompt you)

Now running android version 6.0 (at least for me.

I did this in Windows 7, but I have read compatible with up to 10. Seems must have USB 2. Read USB 3 does not work. Seemed to be the case on my win 10 computer that only had USB 3.

Good luck all.

All comments

Trinity343

I second this. i just attempted my updates and had the same thing happen. first part went through fine. 2nd part failed, but when i try to check for updates again it says i'm up to date already. the version my phone says it's on it still 5.1.1

Screensorry

Experienced the same issue . any help ?

Motoyogi

Same issue here...just to add to the list.

TheWeepingAngel

Me as well

Rickdukejr

Same here. Was fine until I got home and connected to wifi. Now it says download failed and it is up to date but it isn't.

Overj777

Same issue here around 2pm EST. The First update took with no issues, downloaded over WiFi, installed, apps optimized. Phone then started downloading step two, 1.2GB, over WiFi, pressed install, got countdown and then....... Nothing, phone just stayed on, no update. Current version shows 23.31.24. Check for updates shows system up to date. Hopefully VZW will have a solution soon(and not give the answer posted above by Adam_VZW)

Jmocarsk

I am having trouble as well as my wife's DT2. Both failed to down load update and say they are updated. They are not.

AlexS77

They have no idea what they are doing and apparently we as customers don't have a right to discuss this. They just pulled a similar feed where we were discussing the problems. I suggest we flood the call center lines & speak our minds. Verizon is looking like a joke releasing updates then pulling them. Then releasing them again only to result in failure.

Elfin5

Same same!

Overj777

Yeah I was just trying to post to that thread earlier. It's probably because the first answer the OP got was from VZW support chastising the guy for wanting the newest update, and then said it wasn't available yet. Ridiculous.

Original_SP

My second part downloaded to 11% then stopped and says download failed.

AlexS77

Verizon Wireless Customer Support how about someone give us some real answers instead of just blowing smoke up our you know whats...

I think I can speak for most & say it is getting old fast...step it up. I know one of the selling points when I puchased my turbo 2 was it would quickly be updated to 6.0. That was obviously a lie.

outinerdman

My turbo 2 failed on 1st update, wife's on 2nd. No way to restart. I haven't been able to locate any solutions

NickT88

They better not pull my thread... This is obviously an update epidemic that they really need to resolve. I've already had to go after Verizon by contacting the Better Business Bureau because they forced an update on and older phone and completely jacked it up. I'll go after them again (and I suggest you all do the same) if they pull this thread and try to sweep the whole thing under the rug. If they are going to have a hiccup like this, they will look A LOT better just by owning up to it and letting us all know what's going on. They need to have some transparency.

TylerDurnell

I also have the same problem

elhoblit

Add me to the list. First update downloaded, but failed to update. However, phone says "up to date". Obviously not.

And, the "Software Update Assistant" doesn't even recognize the phone when it's connected to the computer. Seems like Verizon needs to get their heads together and fix their 'mindware'.

easydoesit36

Thanks Nick for starting the thread, glad I'm not alone, same issue, no way to restart part 2 of the download, says it's up to date, but obviously isn't.

Richee

Same exact thing, brand new phone today at Verizon. Got home ran through update, but didn't fully run/update. Called Motorola, they said phone was defective. Went back to store swapped it out and now this one doesn't even have update, JOKE

13boosted

I updated my phone at noon today and it worked fine. I tried updating my wife's at 8:30 tonight and got the same error you are getting. Through my research, it seems they pulled the update at 4:40 PM today due to issues.

Edfromlee

Mine failed at 12:30am on Saturday.

dungareez

I had same issue Download failed on second part and it claimed software was up to date.

Here is the solution I found.

1. Install the motorola software update assistance application (SUA) from either your phone or this link:

http://www.motorola.com/VerizonSoftwareUpdateWin

2. It does NOT appear to be compatible with USB v3 so make sure you connect your phone with USB v2.

3. Link to their pdf on how to use the SUA:

https://www.verizonwireless.com/dam/support/pdf/system_update/BPOD-H9887-SUA-moto-V7.pdf

Basically install, connect phone, select device in app and click update.

It will then download and install update. Stay connected to PC.

After it goes throught the process you will need to disconnect and reconnect the USB cable (the pc will prompt you)

Now running android version 6.0 (at least for me.

I did this in Windows 7, but I have read compatible with up to 10. Seems must have USB 2. Read USB 3 does not work. Seemed to be the case on my win 10 computer that only had USB 3.

Good luck all.

Lovingtonfirefighter

Score! I followed the steps Dungareez listed and it worked. I will update my wife's phone the same way. If I have a problem, I will post another comment. Until then...God bless

Overj777

Thanks ! Followed your steps, upgrade successful. I also was trying on a win10 usb3.0 pc, pulled out an older laptop and boom! Thanks!

Richee

Mine isn't working, cN you help?

OmegaSD

Thanks for the suggestion. Of note, I think it is not compatible with Windows 10. I only have a Win10 PC, with both USB 3.0 and USB 2.0. It doesn't even register my phone on USB 3.0; with USB 2.0, my PC detects my phone, but the software updater program does not.

I'm going to try it on my wife's Mac and see if I can get it to work.

Rickdukejr

I agree. I have tried all USB 2 and 3 ports on Win10 and SUA does not see phone but PC does.

Shawnboy_ate_one

Having the same issue. Tried updating through SUA and its trying to install ver. 23.31.24 which is already installed. SUA sends phone into the bootloader and then errors out. it prompts to disconnect and reconnect the phone. After that it attempts to repair, the repair fails, then sends the phone into recovery mode. I have already done a factory data reset. I took a trip to my local Verizon store and they hadn't heard of the issue so they are contacting their Motorola rep. still waiting to hear back from them.

Rickdukejr

Got it to work with SUA and Win7.

Shawnboy_ate_one

unfortunately i dont have access to Win7 at the moment, but i did speak to a verizon rep and they stated that the update was pulled. I'll be stuck at android ver 5.derp until its resolved. :smileysad:

easydoesit36

Update to my earlier post: plugged the phone into my Windows 10 laptop, shows verizon installer icon in computer window, open it up, run verizon software update installer that's preloaded on the phone, it detects the available update, took about 20-25 minutes to fully complete. One glitch is it will tell you to unplug and replug the phone, which doesn't do anything, just wait it out and it will finish. The only issue I found after the upgrade was that my SD card could no longer be browsed with computer, which was preventing me from adding music. Had to plug into card reader and copy contents to laptop, then reformat the card. Then put it back in phone and transfer contents back. All time consuming, but everything is working now. Can someone tell me the importance of this update? I'm not noticing any changes other than a version number.

XoXodogs

Does your quick response work or do you have 2 choices, answer or don't answer?

Distance6090

Confirmed that the SUA method that dungareez posted works. I have Windows 10 and my computer had no problem detecting my phone over a USB 2.0 port. I've got Android 6 installed now.

Richee

I've tried Windows 7, 10 and nothing

Richee

What am I doing wrong??

FarPost

Same issues here, 1st part downloaded with no problem and 2nd part failed. I have tried dungareez suggestion and when the SUA recognizes my phone and I proceed to upgrade I keep getting the same message stating: There was an error updating your device. Please disconnect and reconnect your device from the USB cable. Once connected press Upgrade to try again.

So very frustrating...

Jmthoune

I am downloading the update now. It's taking a really long time. The version indicates 23.31.24.en.US. From what I see on the forum for this post, that seems to be OK. Is this accurate?

Lovingtonfirefighter

Mine was very slow as well, on the first phone. Second one was much faster.