OTA Update Failes!
Scott13M
Newbie

So, to tell the truth, I am really happy with my new Samsung Fascinate and the Android operating system. The phone's functionality is fully customizable and user friendly. Countless free aps are available through the Android Market wich make it possible to utilize my equipment to its full potential without incurring any additional cost.
However, I recently stumbled upon an issue the the Verizon reps are claiming to be isolated to me and my Android. I would simply like to share this situation with you as to better inform others.
So, this morning I woke to find several multimedia messages had been sent to my phone the previous day but had not been downloaded. When viewing the messages in "conversation" it stated their status was "downloading". Upon selecting the conversation bubble the only options were to delete, call, or check status. The status revealed the date and time this message would expire. (i was hoping to find a "refresh / retrieve" option, but there was none).
My next recourse was to search for an OS upgrade / update. Much to my surprise there was one that downloaded to my phone in less than one minute however, after 4 attempts (even after a master reboot) the update continually failed to install.
Since I purchased the phone from a Verizon retailer that does not share the same inventory as the corporate stores near me I have to suffer an inconvenience of either travelling 5 hours round trip to get back to the location where my device was purchased or ship it to them and wait for another phone to be mailed back, leaving me without a phone for several days just to get my phone exchanged to resolve the manufacturers defect (unless it is simply an error with the software / update).
To go further, I asked the sales rep over the phone to try the update on the phone he would be sending as a replacement to ensure that this issue is specific to my device and that the update would successfully install on the replacement (before I endure this inconvenience) and was told that he could not power up the device until after receipt of mine b/c of a Gmail acct being needed.
So, being that this update was just released today, I have no way of knowing weather or not this is a hardware issue or a software (update) issue.
Though technological advancement has come a long way in bringing us quality communication conveniently and much much more, I can't help but feel customer service may have a long way to go in an effort to match that quality and convenience. This is an issue that should, in my opinion, be resolved directly through the manufacturer but aparently it doesn't work that way.
I would love to hear any suggestions...
Thank you for your time.

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18 Replies
aace
Newbie

:smileyindifferent: @Scott13M any news on replacement phone & update?

thank you.

:smileyhappy:

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Brett_L
Newbie

I'm in the same boat as everyone else, although I think I'm outside of my 30 day windows. I guess I'll go in to the verizon store and see what they say? I should still be covered under the manufacturer I would assume.

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Juice9288
Newbie

I am also having the same problem with my phone. Haven't even had it a week and it fails every time it tries to do the update, reason... IP_PREVIOUS_UPDATE_FAILED. It is showing my software being at SCH-I500.DH12. I brought it to Verizon yesterday and they tried telling me the update wasn't available to go through. I could tell he didn't know what he was talking about. Me & my girl both got the Fascinate together and they both fail to update.. Return or what to see if they can find a resolution?? Its been a week so I still have a few weeks to wait but if it needs to be exchanged it would be nice to get it done with sooner. Thanks for everyone's input

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maddix
Newbie

I saw the DI01 update was available on the web today and went to run it.

 

 Long story short, my wife's Fascinate took the update - in fact it applied rather fast.  No such luck with my Fascinate.  After a half-dozen attempts, including powering off, the same - basically hanging on the modem part which is last.  And by hang, the one bit of good news is no matter how long it takes it always completes then reboots.  You just get the failed message is all.

 

 After finding and reading this thread I took my phone to the Verizon store down the street and spent the next couple hours with them trying to update it then going to excuses as to why it wasn't working.  They tried the addition of pulling the battery then doing a factory reset - no change, update attempts continued to fail.  If anything they were taking longer to complete.

 

After trying for over two hours the Verizon store guys agreed to do a phone swap.  After activating the new Fascinate we did the update, and as it hung on the modem part I knew it would fail (it did).  New phone, same failure to take the update.

 

I agreed to hang onto this phone for a week in hopes that perhaps the failure lies with the package or someplace other than the phone itself.  I'm within my 30 days though October 12.  If needed I'll have them activate phone after phone until one works.

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Scott13M
Newbie

So far that (exchanging the phone and running the update in-store to be sure that it takes) is the only way anyone has been able to resolve this issue. I am of the impression the more people who exchange their phones for a a new one out of the box, the faster Verizon/Samsung will come up with a resolution.

If a technician has a phone in-hand that fails to update, then they can actually start troubleshooting the problem through proper diagnostics rather than the your basic battery pull or factory reset (neither of which have worked for anyone). It may simply be a code error when the phone was programmed, that can be resolved easily... or the issue may be faulty hardware, in which there is no alternative to returning/exchangin your device.

 

Thank you all for your posts and continued comments. It helps us all to know how this issue is being dealt with by the consumers and the service provider. I will continue to post as more information becomes available to me.

 

Fascinated

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Alatus185
Newbie

Just to clarify for some people (myself included :smileyhappy: ) To check if your phone updated properly you can go under about phone.

Firmware Version
2.1-update1
Kernel Version
2.6.29
Build number
SCH-I500.DI01


Are these the correct results if the phone has been full updated? I had to bring my phone into a verizon store and they did a factory reset after the update originally but when I got it back she said the update didn't fully go through. After reading some forums it looks like it did go through so I am just clarifying the version #'s if the phone updated properly to be sure.

Thanks for any responses

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Scott13M
Newbie

looks right... go into your phone options and scroll down... check the baseband version.

the stock phone comes loaded with S:I500.04V.DH12

the update is from DH12 to DI01... so if it now reads DI01 your update was successful...

 

there are some informative threads / posts on the Android Central website forums...

The Admins/Mods really know what they're talking about there, so you might want to thumb through a few pages there as well..

 

I am expecting to receive my exchanged phone (that allegedly accepted the update) in the mail tomorrow.

I will post back and PM you once I receive it and confirm all the numbers.

 

Fascinated

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Alangina
Newbie

Had same problem with updating with the new firmware…kept getting error messages. Brought it back to the Verizon store today and they swapped it out for another new phone and it updated like a charm. Don’t wait for your 30 days to be up! 

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Bearlover1226
Newbie

I, too, am running into the same "Update Fails" problem.  I have attempted 3 different times, all of them WITHOUT the WIFI on, and received the same error message.  I took the phone to the VERIZON retailer where I purchased it, a WEEK ago, and they also made 3 attempts that failed.  I was told it should be able to update within a week and I was also told it was just a "glitch" and as soon as they get the software on their computer if it hadn't loaded in a week I can bring my phone back in and they will load it to my phone that way. REALLY????  The rep stated that each phone has a different signal for connecting to the tower and mine just isn't connecting right now.  I am really frustrated and switched from a different carrier because they wouldn't take care of issues I was having with my previous phone.  Now I feel like I am in the same boat ....and its sinking fast!!  I am not a "phone geek" so I'm not sure if I am being fed a line of BULL and should take my phone back and DEMAND a replacement or just be patient and wait for the update to "find me".  Should I call VERIZON???  Will they even be able to assist over the phone?

FRUSTRATED!!!

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Bearlover1226
Newbie

So, I took my phone back to the VERIZON store.  They replaced it and tried to update the software. It wouldn't update and they said it was because the phone must already have the update and doesn't need it.  They said it was trying to get the 2.2 update which had been pulled.....sound logical??????

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Scott13M
Newbie

The update is for software version DH12

that should be what is currently on the phone (stock - out of the box)

 

The update will bring DH12 up to DI01

 

when you go into the menu, click on settings, then phone options there is a list of what is current as you scroll down the list.

I already shipped my phone out to be exchanged so I don't have it on hand to detail the list, but it is 3rd or 4th from the bottom.

 

I think the 2nd from the bottom shows your model # --- SCH-I500

 

look to see if there is a number ref of DH12.. if that is current, then you do not have the update...

 

Also... after running the update, when it fails, pay attention to the error message... theses numbers will be referenced on the blue screen stating DH12 - DI01...

 

Returning the phone for an exchange has been the only effective recourse for anyone who has come across this issue. DO NOT WAIT FOR YOUR 30 DAY RETURN POLICY TO EXPIRE!!! Demand a new phone if your software is DH12 and will not effectively update...

 

Fascinated

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longplaypg
Enthusiast - Level 3

I too have seen this issue.

I can download the update and it warns it will take a minute to update and I will not be able to use the phone.

I start the updated and about 20 minutes later its still on "updating modem" and reaches about 95% complete.

Then it reboots and says the failure..

Status: update failed or incomplete

Code: 410

 

Now interesting it had said something about a previous update had failed in a different window. My phone is not even 3 weeks old and was fresh out of the box. It failed the first time and I have 3 other times now and they all fail.

 

Guess I will have to make time to talk with Verizon.

 

LP

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chearring
Newbie

I JUST updated mine and it worked. You should try it again. :0)

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Scott13M
Newbie

Yep, I'm glad to know that I am not alone on this issue... I have exhausted every avenue in an effort to try and resolve this issue aside from returning the phone or contacting Samsung directly (which won't do any good). So the only recourse available at this time is to return/exchange the phone for a new one. I will be mailing mine out on Monday (before my 30 day return policy expires).

However, I was hoping that this issue was not my own problem and that the provider of the update would resolve our issue so that I would not have to endure the inconvenience of being without a phone for several days.

I have been monitoring other forums to try and find an answer/resolution to this dilema and save us all the inconvenience.

Verison "corporate stores" can expedite the exchage process without any inconvenience to the consumer - provided that your phone was purchased through a corporate store...

Unfortunately I bought my phone from a private retailer and Verizon refuses to resolve this problem for me..

What a disappointment... Though they do not share the same inventory, a customer service rep (Eric) told me just this morning that the vendor is the same, so the phones are being purchased from (and more than likely being returned to) the same distributer.

What exactly am I paying for...?

I'm starting to feel like I should have just gone to AT&T for an iPhone...  =(

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Scott13M
Newbie

Better yet, . . . Sprint for an HTC Evo... I think they actually got it right..

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Sagellih
Newbie

When updating, be sure to turn your wifi off. I don't know if affects all phones, just certain ones, etc, but they won't download until you turn off your wifi. Mine was the same way, I couldn't download the update. Once I turned the wifi off, it downloaded with no problem. Hope this helps.

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Scott13M
Newbie

downloading the update works fine... (with WiFi off as you stated) .. .. my issue is the installation after it is downloaded.

It takes nearly 20 minutes to complete, and then the phone reboots. then it says that the update failed..

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mluihn13
Newbie

The modem hangup is happening to a lot of Fascinates. I have tried several times to do the update and it fails everytime. I even did the factory reset and the same failure happen. I called Verizon yesterday and she had no idea how to fix it. The more people who call, the sooner they will fix this. I do not want any problems like this to keep from installing 2.2 when it hits. So call verizon....
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