Why did my device freeze during a software update?

[alyssa_rae]

This is the second time in like 2 months that this phone has froze during a software update.  Last time I had to go to a Verizon store for them to get it working, however no one showed me what they did.  So at 10pm tonight when it did it again...I have no idea how to fix it.  This phone is really nothing but problems.  It gets super hot almost daily when on the charger (which is the Motorola charger that came with the phone).  I have complained to Verizon in the store but no one has helped.  So now I have a phone that I cannot use because it will not go past the Droid screen.  I should not have to do a factory reset & loose all my stuff because this phone has decided to freeze yet again!  I am beyond frustrated at this point...

[vzw_customer_support · Accepted solution]

I regret the delay as I understand how important your data is on that device! If the device will not go past the Droid screen we can attempt to access the Recovery Menu to wipe the cache partition of any corruptions. Here is a link http://www.verizonwireless.com/support/knowledge-base-118401/

YaleK_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!!