Turbo2 Upgrade Download Failed - V 23.31.24.en.US

[pingram3541]

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.

[vzw_customer_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!!

[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?

[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!

[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.

[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.

[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.

[Jmthoune]

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

[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.

[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.