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Turbo2 Upgrade Download Failed - V 23.31.24.en.US

Upon choosing to upgrade my phone from the notification I received this morning I see that it failed. In Settings > System Updates I see the following:

Last System Update:

Software not updated to 23.31.24.en.US

Download failed - March 11, 2016 at 11:51AM

When choosing the option to Check for System Update it responds with: Your device's software is up to date.

However when checking the device version it is 23.31.23.en.US

I have tried this over 2 different wifi networks, verifying access to the internet, as well as over the air 4G. Please advise thank you.

Comments

Verizon_Support

pingram3541,

We know that the latest and greatest updates are always exciting and always want you to have the latest software. Currently the update has not yet been released so this will prevent the update from starting. We apologize for any confusion, but at the current time there would be no set release date. You can continue to check for updates through your settings, but once available you will also be prompted on your device to start the update. We appreciate your patience.

AdamG_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!!

wesievert78

Exact same situation and details excepting the time of day.

wesievert78

The update was offered this morning as "update 2 of 2." I even remember seeing that the update would take 35 minutes. I guess, according to the response above, that this was an unfortunate tease of a glitch in the system.

Ando2409

My phone updated the first process to 23.31.24 and attempted to do the second when it asked me to connect to wifi. I connected acouple hours later and it immediately said it failed to update to 24.14.11 and now says my device is up to date? Android version is still at 5.1.1, do I need to wait for the update to become available to me or is there something wrong?

J14wrig

Same issue!! Very frustrating

pingram3541

@AdamG_VZW The 2-step upgrade was offered to me this morning (and my wife) stating it would take approx 35min and would offer the new Android 6 version. Both my wife and I bought identical phones at the same time. Her upgrade completed (approx 35 min) and she is now on the new Android version.

I chose to proceed as well and a 10 second countdown began stating the phone was going to reboot for the upgrade. It rebooted and came back up fairly quickly. This was my first clue something might have gone wrong.

I checked the phone version and that's when I saw the update download had failed of which I tried the Check for Updates option and it reported that my phone was up to date. I tried changing networks and repeating the process but still kept saying my phone was up to date. I also tried a hard shut down and trying again after a reboot.

I am wondering if this roll out uses a queuing system and maybe somehow I lost my spot in the queue?

AlexS77

VZWSupport on Twitter. This entire situation is getting old fast. Don't release an update if it is not ready. I think I can speak for most customers by saying get your act together because you're looking like a joke.

Holyterror

Agreed. This is so annoying! First it says to update and interrupts me every two minutes while in the middle of dealing with a work crisis, then it fails, then you say it's not actually ready and you there's actually no release date yet. Thanks for wasting everyone's time, and for being incompetent Verizon.

Gtlaw

Come on Verizon this device should have been released with Android 6.0. If it weren't for the shatter resistant but extremely easily scratched screen I wouldn't have bougt this thing in the first place.

pingram3541

Like I said, both my wife and I bought Turbo2's at the exact same time about a week ago. We were both offered the update this morning and relatively proceeded at the same time (mine about an hour after her). Her upgrade was successful, mine was not.

@AdamG_VZW - How can you say the update is not ready or hasn't been officially released? How did my wife happen to slip through the cracks and successfully upgrade? I've verified her version clearly shows 6.0 along with the numerous software differences that come with the new flavor.

Marstro

I'm in the exact same situation as the OP. Quite frustrating.

DubiousDave

It sounds like Verizon support had no idea that the Marshmallow release was planned for today - they really should be better informed. After receiving the notice on my phone today, I attempted the first of 2 updates which failed. I got the 10 second countdown, then the device failed to reboot or show any signs of an update in progress. After checked "System Updates" I saw the error message that the download of 23.31.24.en.US had failed, and "Check for system update" reports that I am up to date. Under "About Phone"->"System Version" it says I am still running "23.31.23.kinzie_verizon.verizon.en.US", so nothing was changed. Sounds like a real mess-up. Perhaps the release was pulled some time after it was first pushed. Maybe we should all be glad we didn't get the update

pingram3541

DubiousDave My thoughts exactly. No hurry here just thought it should be reported for awareness.

Sparadis

Same issue here... What a tease!

Motoyogi

Just to add to the list, my phone did the same thing. It alerted me about 2 updates. One completed, the second did not.

Nish91

Same here. Found this thread by Google. Glad to know it's not my phone but a glitch on their end.

AlexS77

I think we all should flood the call center with calls about the issue & see if that will get any results. I could understand it it had only been the first update, preparing for 6.0, but don't try to give us the second update that is for 6.0 if it isn't ready & will only fail.

Jmthoune

Encountered the same issue. Update 1 and 2 but failed to upgrade to 6.0. Bummed on the delay.

baileyj2007

I have the same exact issue. Unfortunately I took the route of contacting customer service and after 3 days of them troubleshooting (resetting my phone 3 times and installing the SUA that wouldn't list any devices), they wanted to send me a "certified like-new" phone to replace my 3 month old phone. I opted to keep my phone and run Android 5.1.1. Hopefully what was previously stated is true and I'll eventually get 6.0.0.

AlexS77

There is a discussion somewhere on using the computer connect. It worked, took some time to download it then update it, but follow the instructions in that discussion and you'll be on 6.0.

baileyj2007

I actually tried this as well (of it is the software upgrade assistant you're talking about) and unfortunately in my case it did not work (it could not recognize my device). Others may have better luck than me...

NavySTi

Would love to hear if anyone else had gotten the "USB to computer" method to upgrade to Marshmallow to actually work for them.

Verizon: Any idea when the OTA update will work for everyone???

jrswitz

You have to use VZW software upgrade assistant, but it won't work with USB 3.0. I had to install it on my old laptop with USB 2.0, and it worked just fine. I hope this will help you.

Jmthoune

I would like to know as well. I followed the instructions and even contacted a Verizon rep. She couldn't help to find the USB Setting on my phone.

tgermaneri

Using the "Verizon Wireless Software Upgrade Assistant" worked. Just plug your phone into a windows or mac computer, run the software that appears on the drive that shows up, and it'll allow you to update your phone. No further instructions needed really.

J14wrig

It worked for me as well!

baileyj2007

Thank you that was my issue. After swapping to an older machine with USB 2.0, the SUA finally recognized my device and I upgraded to 6.0!

dmayo32

Of the 4 T2s my family has all but one updated successfully with no issue. One them failed to update then said it was up to date however that being Lollipop. However I successfully updated to Marshmallow via Verizon Software Upgrade assistant connected by USB to my PC. All are in good working order at this time. Overall I've been pleased with the Turbo 2 performance.

Hopefully this helps someone. I'd be glad to provide more details if needed.

simmerinalong

Unbelievable that this is so easy, yet Verizon phone and chat support has no clue this "failed download" and failed update issue even exists. Believe me - I called, I chatted online, and they know NOTHING.

Thanks to replies on this post and some of my own searching, I found - downloaded - and installed the "Verizon software upgrade assistant". From there, I connected my phone and followed the prompts. I now have Android 6 on my Droid Turbo 2 - 23.31.24.

So thanks to those of you who discovered this before me and took the time to share it here.

Dave_the_Droid

I say thanks too. Had same problems updating as many of you did. I used the SUA too. It did not work properly on Windows 10, which I guess I finally figured out from this thread. I used my old laptop with Vista on it that I have kept updated weekly. I got the program/app from Software Update - Software Upgrade Assistant (Motorola) | Verizon Wireless. Once I loaded that, I started it up, connected my Turbo 2 via USB cord, I think I had to unlock it, go to USB connections I found swiping down, turn off then back on the MTD, or something like that. Some things have changed on phone since update and I can't recreate it...sorry. Once I got that going, the onscreen prompts walked me through it. It went very slow on my FIOS 75/75 wireless in the house and left it over night to do. Happy to say everything looks fine and updated to Android 6.0...Marshmallow.

Hopefully, I can save some of you some time and grief if you can recreate my steps and do it too.

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