topic Re: Issues with Oct 2015 update in XPERIA archive

Issues with Oct 2015 update

johanscott — Wed, 21 Oct 2015 15:25:57 GMT

Can anyone help me, I'm having issues with my Sony Xperia M4 Aqua

I updated my phone last night (M4 Aqua) regarding the preloaded apps (http://gadgets.ndtv.com/mobiles/news/sony-xperia-m4-aqua-update-removes-few-preloaded-apps-to-save-space-755538) and it said it'd be done in 15 mins. I assumed it finished because it restarted my phone but it's been stuck at the load up screen for well over a few hours so I can't access anything. I've tried to hold the power button but it won't work. Tried to force shut down in (that button beside the memory card) but when I turn it back on, it still stays in the loaded spot.

I've tried to connect it to my computer but my computer won't even recognize it.

Re: Issues with Oct 2015 update

xperiaperson — Wed, 21 Oct 2015 15:56:40 GMT

When you say won't recognize it, do you mean it's showing up as unsupported/unrecognized hardware or the pc is not reacting to it at all?
If it's the first, try installing drivers again.

Re: Issues with Oct 2015 update

johanscott — Wed, 21 Oct 2015 16:09:12 GMT

PC not picking up the device at all. I'm not sure if it's stuck on the loading screen or not.

Re: Issues with Oct 2015 update

Qatrium — Wed, 21 Oct 2015 16:11:56 GMT

You need to perform a software repair via PC Companion, you need your phone powered off and charged to do this. Sadly you'll lose any data on the internal memory after this procedure but you can't back up from a boot loop. Do not connect your phone to PC until you're prompted to do so.

Open PC companion -> Support zone -> Phone/tablet software update -> Repair my phone/tablet (blue link style). Follow the steps given, do not connect your phone until prompted to press volume down while plugging USB cable.

Re: Issues with Oct 2015 update

johanscott — Wed, 21 Oct 2015 18:43:51 GMT

So I did that but nothing works. I hold the volume down button then connect the USB cord to my phone-computer but then my phone just turns on and goes to the charging screen. my phone is fully charged too. my computer wont pick up my phone

Re: Issues with Oct 2015 update

John-BR — Wed, 21 Oct 2015 23:19:00 GMT

Hi Johanscott

What I would suggest is some troubleshooting steps for PC Companion. Firstly uninstall it, then make sure that Java is up to date. Then as you reinstall PC Companion temporarily deactivate your antivirus and firewall software as those can sometimes interfere with the installation process. After you have done that please retry the software repair.

Re: Issues with Oct 2015 update

Carolina444 — Thu, 22 Oct 2015 04:34:35 GMT

Hi,

I'm having the same issue with my phone and honestly I'm quite pissed off!

I'm currently traveling in Spain and NEED my phone. I have a tablet and tried downloading PC Companion and the file won't open. The resources I have at my disposal are limited....so I would appreciate any help.

I have restarted my phone a few times - pressing the tiny off button... no changes, still stuck with a black screen with "Sony -Xperia".

Thanks,

Carolina

Re: Issues with Oct 2015 update

ALDUB — Thu, 22 Oct 2015 06:14:39 GMT

@johanscott wrote:

Can anyone help me, I'm having issues with my Sony Xperia M4 Aqua

I updated my phone last night (M4 Aqua) regarding the preloaded apps (http://gadgets.ndtv.com/mobiles/news/sony-xperia-m4-aqua-update-removes-few-preloaded-apps-to-save-space-755538) and it said it'd be done in 15 mins. I assumed it finished because it restarted my phone but it's been stuck at the load up screen for well over a few hours so I can't access anything. I've tried to hold the power button but it won't work. Tried to force shut down in (that button beside the memory card) but when I turn it back on, it still stays in the loaded spot.

I've tried to connect it to my computer but my computer won't even recognize it.

first of all, when updating it will automatically restart itself when finished. you don't want to mess up the update until it is done (via usb or wifi)...so I guess that mistake made your phone damaged.

Re: Issues with Oct 2015 update

johanscott — Sun, 25 Oct 2015 22:41:52 GMT

No you misunderstood. I didn't turn it off.

I left it alone once I pressed update and when I came back to it, it was on that black screen (the one that appears when you turn it on) which means that I assume it finished already and it restarted (just like you said). But it was stuck on that same black screen for an hour before I even touched it or anything like that.

Re: Issues with Oct 2015 update

johanscott — Sun, 25 Oct 2015 22:43:41 GMT

I had to send mine in to Sony. Couldn't do anything with it.

Re: Issues with Oct 2015 update

ALDUB — Mon, 26 Oct 2015 12:46:05 GMT

@johanscott wrote:
No you misunderstood. I didn't turn it off.
I left it alone once I pressed update and when I came back to it, it was on that black screen (the one that appears when you turn it on) which means that I assume it finished already and it restarted (just like you said). But it was stuck on that same black screen for an hour before I even touched it or anything like that.

From your first post, I assume that you updated it via wifi (not usb connected) right? I think it disconnects and that's where the error came from. OR, how about your battery? is it charged enough during the update process?

anyway, you already sent it to the dealer. sorry for that. Kindly update us also here what happened and the solution they made for the information of others.

thanks

Re: Issues with Oct 2015 update

johanscott — Tue, 27 Oct 2015 06:20:17 GMT

It was through wi-fi and it was charging (it was like 70% before I updated).

I was using my tablet and I didn't have any wifi issues so not sure if it's that. Even if the wi-fi disconnected, I don't see how it would get to the start up screen and the only way I can see it going to that screen is if it actually finished and it restarted (like you mentioned earlier).

I should get it in 2-4 weeks so I will let you know then.

Re: Issues with Oct 2015 update

BuX — Tue, 27 Oct 2015 08:25:11 GMT

I have an issue with the update:

i am missing the feature "silence device for x hours" when touching the +/- buttons. there is only the first line (where i can turn the ringtone/speaker more or less loud).

how do i reactivate this feature? (i like to put my device silent for 1 or 2 hours), this feature is important to me and a reason to decide for this phone!

Re: Issues with Oct 2015 update

ALDUB — Thu, 29 Oct 2015 06:57:02 GMT

@johanscott wrote:
It was through wi-fi and it was charging (it was like 70% before I updated).
I was using my tablet and I didn't have any wifi issues so not sure if it's that. Even if the wi-fi disconnected, I don't see how it would get to the start up screen and the only way I can see it going to that screen is if it actually finished and it restarted (like you mentioned earlier).
I should get it in 2-4 weeks so I will let you know then.

that's why it is advisable to do an update via PCC. because from there, it will download first all the update files to your PC/laptop then to your phone. so it is safer than via wifi.

Re: Issues with Oct 2015 update

johanscott — Sun, 22 Nov 2015 03:36:17 GMT

They ended up giving me a new phone. The phone I had was probably defective and couldn't be repaired.

Re: Issues with Oct 2015 update

ALDUB — Sun, 22 Nov 2015 06:15:36 GMT

@johanscott wrote:
They ended up giving me a new phone. The phone I had was probably defective and couldn't be repaired.

so what's their verdict? is it because of a software issue? or maybe a hardware defect?