How do I undo the Verizon DuraXV update of June 29, 2015?

[Jason375]

Verizon pushed an update to my DuraXV phone on June 29, without my permission. It said it was an update with "enhancements." Enhancements my rear end! This ruined a perfectly running phone. I now crash going on the Web, can't check my Yahoo email, nothing. The screen freezes, then blacks out for around 10 or 15 seconds. After a phone call the END button does't hang up immediately. I have to wait 10 or 15 seconds before I get control again. In many other cases the screen either freezes or goes black when Inuse other features. What kind of update was this! This was a five star phone for me until now. Without responsiveness, it is now a one star. I'm tempted to contact the FCC or FTC. I bought this phone with the understanding that I could on on the Web periodicaly to check things and that it would function as a very good phone, which it did until now. I want the phone I payed for back again.

[Snn5 · Accepted solution]

While you cannot revert to the previous version, you can try a master reset.

Master Reset - DuraXV by Kyocera

[Device-Specific Instructions]

A Master reset is the last resort for troubleshooting. This reset erases all data and restore preferences to factory default specifications. Performing a Master reset is only recommended when the existing data has been backed up or is unwanted.

1. From the main screen, choose Menu.
   Utilize the 5-way navigation pad to highlight and the OK button to select.
2. Select Settings & Tools.
3. Select Phone Settings.
4. Select Security.
5. Enter the Code.
   The default code is the last 4 digits of the phone number.
6. Select Restore Phone.
7. Select Yes.
8. Press OK.
9. Enter the Code.
   The default code is the last 4 digits of the phone number.

[Jason375]

Not an option in my view when a person has to jump through loops to fix a phone that was not broken. I'm reporting this to the appropriate government agency as a breach of responsibility on Verizon's part in updating with an obviously flawed program WITHOUT my permission and WITHOUT specifically stating what the so-called enhancements were.

[Snn5]

OK, but until you get some sort of legal action, you MIGHT want to TRY this.

It's a basic phone after all, not like it's a smartphone you have to re-set up with all manner of customized options and such.  So, this isn't exactly "jumping through hoops."

And, you did give permission seeing as how all devices on Verizon's network must be compatible with their network and sometimes updates are necessary as technology isn't static, as in, it doesn't just do one thing and never change.  Those devices must change how they operate to stay compliant with the device you are using on Verizon's network.

The following enhancements have been made:

• Opera mini browser now supports readout of web page contents

• Messaging application now launches quicker The following issues have been resolved:

• Fixed on device freeze issue by alarm setting

• Improved XT9 usability

• Fixes on other random resets Application updates:

• Opera Mini Browser 6.0.0.00256 -> 6.0.3.00273

http://www.verizonwireless.com/dam/support/pdf/system_update/sua-dura-xv-6-29-15.pdf

http://www.verizonwireless.com/dam/support/pdf/system_update/benefits-dura-xv-6-29-15.pdf

DISCLAIMER OF WARRANTIES

We make no representations or warranties, express or implied, including, to the extent permitted by applicable law, any implied warranty of merchantability or fitness for a particular purpose, about your Service, your wireless device, or any applications you access through your wireless device. We do not warrant that your wireless device will work perfectly or will not need occasional upgrades or modifications, or that it will not be negatively affected by network–related modifications, upgrades or similar activity.

Customer Agreement | Verizon Wireless

[Jason375]

I understand that technology is not static. But this update wiped out my calendar. I spent hours reinputting everything. That was not appreciated An you would think that there is some kind of quality control in place before any updates are pushed. At least with software or smartphone companies can push fixes. I doubt that will be the case with this. We'll see.

[Jason375]

P.S. So (1) no longer being able to access the Web and email without crashing s ok; (2) freezing and blacking out after calls or accessing Notes/Pics/Music is ok; (3) phone blacking out completely when there is no signal is ok (as when I'm underground); (4) not being able to access the flashlight when I'm underground is ok because, of course, when there's no signal nothing else should be accessible; (5) so no longer having the functions you pay for (and the reason you bought the phone) is ok  because...technology isn't static. Breach of service, period. I will be going back to Verizon with this and I hope they tell me they're aware of these problems. I loved this phone--used everything on it every day. Off my soap box now.

[vzw_customer_support]

Jason375,

We want to help you as much as possible to get your phone up and running smoothly again. I reviewed the issues you mentioned, and so far, there are no other reports of the same issues.

Service is not guaranteed indoors as there are factors that interfere with signal, this would explain as well why your phone's service is not available underground. What is the function you say you don't have that you pay for? Please provide specifics. What do you mean the phone blacks out completely? What is the indicator  you see when you state there's no signal? Does the phone freeze only when you're in Notes/Pics/Music apps?

AdaS_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!!

[Jason375]

Let me explain. Immediately after the notice "No service" when underground, the phone goes black. There is no light, it is black. Nothing can be seen, because it is a black screen until service is picked up again. That is not normal. lNo phones go to black like that.

I don't need to provide specifics. All my specifics are above. But I'll reiterate a few things: I can't get on the Web because it crashes. Meaning it freezes, then the screen goes to black. When the screen comes back on, the END key doesn't function because the screen is still frozen. Then sometimes the phone will come alive again and I can get out of the Web service, and sometimes (like this morning), it stays frozen (I had to pull the battery after 15 minutes to shut down the phone). If it unfreezes and takes me back to the menu, the icon shows that I'm still getting and receiving data even though it crashed and I'm supposedly off the Internet. The END button does no good.

When I hang up, the screen that show the call has terminated freezes--I can't back back to the menu by pressing Clear or END. After maybe 15 seconds, I regain control again. Sometimes it freezes when I come in or out of other functions, like music, Notes. It seems to depend on how long/how much I've been doing.

I won't repeat anymore what's wrong. I will reset and re-input my entire calendar again (because I don't see a function for backing that up--if there is one, please let me know).

I refer to to my review of this phone on Amazon, just to show how much I like(d) it. I'm Jason375 on Amazon: Amazon.com: Customer Reviews: Kyocera DuraXV, Dark Grey 4GB (Verizon Wireless)

[vzw_customer_support]

I'm sorry you feel it's not important to provide details Jason375, we're eager to help. However, like everything, in order to diagnose all symptoms need to be clear and provided. They were not provided before. Again, service will be challenging underground which explains why you have problems underground.

How do you normally try to activate the backlight of the phone again?

Are you trying to access a specific website or app when it crashes or freezes?

The End key's function when screen is frozen is normal since the entire phone is unresponsive.

Please follow these steps http://vz.to/1fhJo37 and reply with total storage capacity and what is available.

AdaS_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!!

[Jason375]

Quite honestly, if I didn't see Verizon Wireless Customer Service in your title I would think you were a troll. I certainly have explained everything in as much detail as I can short of sending you the phone. I crash on any attempt to go on the Internet. I pay for a data plan that's become pointless. How do I normally "activate" my backlight? I don't. As with any phone, it's just there. I feel that Verizon should review your answers and questions to me. This is just plain silly. You said "Again, service will be challenging underground which explains why you have problems underground." Ridiculous! Any phone maintains its backlighting even when there is no service available, and the DuraXV did until the update of June 29. But here is what you asked for: Internal Available Memory: 251.66 MB; Used 28.77 MB; Total Memory 280.43 MB. Card Memory:  Available: 3.05 GB; Used 652.44 MB; Total: 3.39 GB. I won't be responding anymore as this is going into the realm of the Twilight Zone. So a go ahead, tell me "Jason 375, I'm sorry you don't want to explain the exact problems to me and help me help you. If you were more cooperative maybe I could understand what you mean by freezes, crashes, and black screens. Then I could begin to help you." You're aggravating me. LOL. I won't be back.

[Jason375]

I'm back with just a cautionary note. Last night I prepared to Reset the phone: wrote down all my speed dials, made sure my paper calendar was up to date so I could re-input again, wrote down material from Notes, etc. All prepared to bite the bullet and Restore to factory settings. I Reset, going through the Verizon steps (*228). Verizon verified that the phone was successfully restored.

Imagine my shock when I couldn't make a phone call, receive a phone call, send a text message or receive a text message. I dial a number and it goes to Verizon, which gives me the message that there was a network failure, to power down, and try the call again. This was to no avail. So I did Restore again. Still couldn't make calls, etc. Got the same message from Verizon. I called Verizon on my friend's phone and was on with 3 reps for an hour, retrying with them on the other line. They couldn't figure out what the problem was and tried to connect me to Kyocera, which was closed. I have to bring the phone into Verizon on Saturday. (And I am of the opinion that if my check goes to Verizon--regardless of Kyocera's cut--it's Verizon's responsibility to help.)

But here's the kicker: Web access is flawless. I can get my clients' sites, my news, mail...flawlessly. I can watch You Tube...flawlessly. When I Exit, it responds immediately and doesn't crash. I just can't make a phone call LOL. I think if anyone else has the kinds of problems that I had/have--with any phone-- they should take it to Verizon and have them Restore, just in case this happens to them. I'm now borrowing a friend's phone for the rest of the week. She's using my iPad for the week.

[bizzareone]

Something went wrong with the update. Snn5 offered the best solution to fix the issue.

As far as Verizon breaking your device, your anger is misplaced. Verizon only provides the wireless service, the software updates come from the manufacture of the device. (Yes you purchased the phone but the software belongs to the manufacture, they can update it when they need to)

I recommend that you back up the device and factory reset the device to correct the update issues.

[Jason375]

I didn't know that. This morning I had such a bad crash that I had to take the battery out to shut down the phone. It seems to me though that Verizon should be an advocate for its users. At any rate, since this crash was so bad, I might reset. Everything is double backed up except the Calendar. I don't see how to back that up. And if I reset, will Kyocera  "see" that my phone doesn't have the update and do it again. As I said, I only knew it was updating when I happened to look down at the phone and saw the bar running across my screen. There was no warning. Thanks Bizzareone and Snn5.

[bizzareone]

Your device will still have the same version of the operating system it has now (after the update) , it will just be a clean install instead of putting it over all the info that is already on the phone. (this increases the chance for corrupt files known as a dirty install)

[Snn5]

You already have the update and it's installed, so it's like a Windows PC...once you upgrade from 7 to 8.1, when you reset, you still stay on 8, but it's fresh with no leftover files.

[Jason375]

Thanks for the info Snn5 regarding getting rid of leftover files with reset. I will be resetting because I just crashed again. Left it in that state for 20 minutes just to see what happens, but finally had to take the battery out. I have no choice but to try resetting. Thanks for your time.