topic Re: Build updates in XZ Series

Build updates

huggons — Fri, 21 Sep 2018 06:56:12 GMT

Yesterday I purchased a Sony XZ2 handset. The first thing I always do after receiving a new device, is to update a handset. The update process took an age, as when received it was on 51.1.A.3.159 and rather than updating once to the most current build of 51.1.A.11.51, I had to install 5 updates! Surely this is not the best solution Sony can come up with?

51.1.A.3.159

51.1.A.4.173

51.1.A.4.225

51.1.A.4.265

51.1.A.11.26

51.1.A.11.51

I have passed the feedback onto Sony UK.

Re: Build updates

Jonas — Fri, 21 Sep 2018 09:02:16 GMT

Hi @huggons, congratulations on your new device.

This is how updates work on Android, you can't install the latest available update directly, so you'll need to do them one by one. As far as I know this is not Sony specific, but I will make sure to forward your feedback internally.

If you are ever in the same situation again and that you have a lot of updates to do a newly purchased the device, you can save some time by doing a software repair using Xperia Companion. This will delete all data stored on the device and reinstall the latest available software version.

I hope that answers your question and have a nice weekend!

Re: Build updates

lukas321 — Fri, 21 Sep 2018 10:05:05 GMT

The reason for this is that the OTA updates are incremental. Therefor they are small in size.

If you would like to have all changes that were done before then you would have to download always the whole firmware completely. Update would take longer as well as the download.

In Xperia Companion you can download the latest full firmware but you will lose your data as Jonas said.

Re: Build updates

huggons — Fri, 21 Sep 2018 18:11:25 GMT

Thanks so much for the insite and replies. I did speak to Sony UK first thing this morning and the agent said that this was a fault! Looks like the agent is mistaken, given what you guys have mentioned. I will follow this up with Sony, as I have a number of outstanding matters to discuss with them.

Cheers

Steve

Re: Build updates

Jonas — Wed, 26 Sep 2018 14:39:54 GMT

@z3c_user, That is correct, thank you for this explanation!

@huggons, you are very welcome and I understand that this can be very confusing, unless you know how it works, so I'm glad me and @z3c_user were able to clear this up for you!

I hope everything works out for you with the UK support and let me know if there is anything I can assist you with!

Re: Build updates

huggons — Wed, 26 Sep 2018 16:28:30 GMT

Ash in Sony UK escalation team is currently investigating this, as he does not know how the update should work/pull through!

Will let you know what he says.

Re: Build updates

Jonas — Mon, 01 Oct 2018 14:02:39 GMT

Hi again @huggons, I have some more official information now and you can find it below.

You might experience that if you have bought an Xperia device that is not completely new, there may be a few software updates available. You can either install them one by one, and restart your device after every update, or you can perform a software repair using Xperia Companion and your device will get the latest update at once. This is Android behaviour.

This is pretty much what me and @z3c_user explained previously though, so it's not really any new information, just more of a confirmation.

Have a great evening!

Re: Build updates

huggons — Mon, 01 Oct 2018 16:43:26 GMT

Thanks Jonas. Nancy at Sony UK looking into the issue now.

Re: Build updates

Jonas — Wed, 03 Oct 2018 08:51:57 GMT

@huggons, you're very welcome and If you get any more information from your Local support team, feel free to share it with us!

Have a fantastic day!

Re: Build updates

huggons — Sun, 14 Oct 2018 19:33:44 GMT

Still waiting for Sony "UK" to get back to me!

Re: Build updates

huggons — Tue, 13 Nov 2018 19:25:56 GMT

Sony still looking into the matter.

Re: Build updates

huggons — Wed, 12 Dec 2018 19:11:08 GMT

Sony management got back to me today and have said that FOTA is working as designed, when in my example the phone performed 5 lengthy updates taking hours, after my purchase.

Someone purchasing a phone may therefore choose to do a software repair, out of the box, depending how long the phone has been on the shelf, so to speak. The XC repair will take a customer straight to the latest update/firmware.

Sony will be training their call centre/support staff on FOTA and not directing then to a repair centre in the future.

I hope this helps someone

Re: Build updates

Jonas — Thu, 13 Dec 2018 14:40:51 GMT

Hi again @huggons, thanks a lot for the update and I'm sorry that you had to wait so long for your answer and that you didn't get the right answer directly.

I hope that you are happy with the device and that everything is working as it should!

Re: Build updates

huggons — Thu, 13 Dec 2018 18:16:32 GMT

Hi Jonas, got quite a few outstanding issues and bugs that is logged with Sony ATM. may post on here, but waiting to heare back. Has been a couple of months now though.

I appriciate all of your help and you taking an interest.

Kind regards

Steve

Re: Build updates

Jonas — Mon, 17 Dec 2018 13:21:16 GMT

Hi again @huggons!

If they have been reported to your Local support team, they will follow-up with you when they have received more information and I won't be able to speed up that process, sorry.

Re: Build updates

huggons — Mon, 17 Dec 2018 17:51:03 GMT

Hi Jonas,

Thank you for your message. I only wish that the local support team were able to log and follow up jobs, as per a "normal" support process. However for whatever reason, this is not within their capability. I have a number of outstanding reports, that are now with management, due to the failings of the normal support process failings.

Kind regards

Re: Build updates

Jonas — Thu, 20 Dec 2018 09:36:11 GMT

Hi again @huggons.

That must be very frustrating and very sorry to hear about this.

Depending on the case, it can take some time to get an answer, and I'm sure that as soon as they hear something, they'll let you know!