topic Re: XZ2 bootloop after android P update in XZ Series

XZ2 bootloop after android P update (Model H8276)

Knnstr — Wed, 17 Oct 2018 02:43:05 GMT

I just got notice of the android P update (52.0.A.3.27) from my carrier on Bell for my H8276 model. After the download and restart, my phone would bootloop 5-6 times and would roll back the update to the existing Oreo that is on the phone. The phone says the phone failed to update. Screenshot attached.

Any idea what's going on and is this happening to other Canadian XZ2's out there?

Timeline of events

2018/10/16 (eastern timezone)

11:30PM - Performed Android P (52.0.A.3.27) from my Canadian carrier Bell

11:50PM - Flash complete and device asks to restart

11:55PM - During boot, the Sony logo flashes multiple times about 5-6 seconds inbetween each other and then boots successfully but back into its previous update (Android O)

2018/10/17

12:25AM - Started Xperia companion and was prompted to update (software version after update is 2.2.5.0)

12:40AM - Software repair completed with Xperia Companion and the phone will not boot at all. Behavior same as before the Sony logo displays multiple times between 5-6 increments except this time the phone displays "Your device is corrupt. It can't be trusted and will not boot. Your device will be powered off in 5 seconds" and the device will shut off.

1:00AM - Re-performed the software repair again on xperia companion and the same behavior is observed. The phone will never boot into system and displays the device is corrupt.

9:35AM - Performed re-flash to an old FTF (51.1.A.11.26_R12A) and the phone works and phone is back in service. *Software update notification is constantly displayed, and going through the same update via phone has the same behavior as the very beginning of this thread.

12:00PM - Called Bell Mobility to explain the situation and they asked me to call Sony for support

12:10PM - Used the online chat at Sony support and the agent was adamant that I try Software repair again, but with the device off...... (I think everyone on here already know it does the same thing whether the phone is on or off, it triggers the phone to be on flash mode.) But anyway, I did it and the same results.

12:36PM - As of now I'm without support from my Bell or Sony. Next step is call Sony again.

1:30PM - I found a very interesting behavior. If the Sim Tray is removed the phone restarts and boots into Android P without a problem. But if I have the sim tray plugged in, with or without a SIM the bootloop happens. Please note: if I reflash back to Android O, the device boots without a problem with and/or without SIM in. Looks like a compatibility issue between my carrier/model(H8276) & the Sony Android P software 52.0.A.3.27.

2018/10/21

As advised by Sony phone support (they were excellent, @john- thanks for the help) I sent the phone in to the local service centre to have the software looked at.

2018/10/30

Got an email from the local service centre saying that my phone had water damage and "deemed beyond economic repair". I wonder if they even looked at the actual issue that the phone was facing and not look for hardware problems to write off my device. My device works perfectly fine in Oreo.

I've re-escalated the case to Sony phone support, because in the end, I want the phone to be able to get security updates as that is important to me.

Re: XZ2 bootloop after android P update

Qatrium — Wed, 17 Oct 2018 04:25:43 GMT

@Knnstr

What I'd do in your case is to back up all the data stored in the internal storage then perform a software repair using Xperia Companion. This will do a clean installation of the latest firmware and will also wipe your internal memory.

Re: XZ2 bootloop after android P update

Knnstr — Wed, 17 Oct 2018 04:28:36 GMT

The phone works fine now, but I'll give that a try and report back. thanks for the feedback.

I'm in Canada, and this H8276 model is a canadian XZ2 as well.

Re: XZ2 bootloop after android P update

Qatrium — Wed, 17 Oct 2018 04:29:46 GMT

@Knnstr

Glad to hear, and the repair method will work on any variant.

Re: XZ2 bootloop after android P update

Knnstr — Wed, 17 Oct 2018 04:35:35 GMT

But I must say I'm a bit weary of doing this. I think the reason I have a functional phone with the botched new update was because my Oreo data was still on the device that the XZ2 could revert to.

Anyway, here goes.. Repair process has started.

Re: XZ2 bootloop after android P update

Knnstr — Wed, 17 Oct 2018 04:43:14 GMT

@Quester

Just as I expected, the phone is now softbricked.. it'll bootloop for 5-6 times, then display a message that the system is corrupt.

Re: XZ2 bootloop after android P update

Qatrium — Wed, 17 Oct 2018 04:44:59 GMT

@Knnstr

You did a full software repair using Xperia Companion or you just performed a factory reset?

Re: XZ2 bootloop after android P update

Knnstr — Wed, 17 Oct 2018 04:49:57 GMT

@Quester

I did Repair in Xperia Companion. After the process it rebooted, and did the bootloop then the System is Corrupt message.

I can't use the phone anymore.. are there any other options to at least get the phone running again?

Re: XZ2 bootloop after android P update

Qatrium — Wed, 17 Oct 2018 05:02:38 GMT

@Knnstr

Redo the software repair process, observe the process closely and make sure the download has a logical size (I'd say around 1.5GB) and there are no dropped steps.

Re: XZ2 bootloop after android P update

Knnstr — Wed, 17 Oct 2018 05:08:05 GMT

I would say the update was at least 1gb as it took awhile to download on my fiber internet connection. I can't see file sizes during the repair process (at least this time when I tried again) and nothing is displayed on the phone screen.

Re: XZ2 bootloop after android P update

Knnstr — Wed, 17 Oct 2018 05:15:09 GMT

I got my old Samsung Note 4 to take a pic of the corrupt message. Here it is.

Do you reckon the h8276 model was left out of this official release by mistake (since it was not permitted on the android P beta) and someone forgot to re-enable it before pushing this rollout? If so, I hope Bell/Sony is listening and quickly rollback this OTA update for h8276 on US, Canadian or actually global carriers or there will be more bricked phones so long as this update remains as the latest update for people formating/repairing their Canadian Xz2's.

Re: XZ2 bootloop after android P update

Qatrium — Wed, 17 Oct 2018 06:07:16 GMT

@Knnstr

Just to make sure, you didn't unlock you bootloader before? Also I assume the 2nd repair process was done without success?

Re: XZ2 bootloop after android P update

RuneJ — Wed, 17 Oct 2018 08:29:04 GMT

Are you running the latest version of the Xperia Companion?

Re: XZ2 bootloop after android P update

Knnstr — Wed, 17 Oct 2018 11:18:20 GMT

No, bootloader was never unlocked and the second and third repair attempts failed as well.

Xperia companion had an update available when I launched it (I haven't used it in awhile) So when I used it for this Xz2 repair it is the latest.

EDIT: screen cap of the version here. Its the latest as of today. Version 2.2.5.0

Re: XZ2 bootloop after android P update

Qatrium — Wed, 17 Oct 2018 11:21:51 GMT

@Knnstr

It's the time to contact support then, as you said either Sony or Bell. Your other option is to flash an older firmware using Flashtool and a downloaded FTF file.

Re: XZ2 bootloop after android P update

RuneJ — Wed, 17 Oct 2018 11:31:03 GMT

For a last test, I would download from SonyMobile and install Xperia Companion on another computer (that never have had the software installed before) and try again to do a software repair.

Re: XZ2 bootloop after android P update

Knnstr — Wed, 17 Oct 2018 12:10:42 GMT

Ok I will give it another go this morning (EDIT: still does not work after redoing the flash with a different PC) and will call support when their lines are open.

I just want to still be able to get security updates going forward.

Any other Canadian Xz2 users on here experiencing the same issue?

Re: XZ2 bootloop after android P update

Knnstr — Wed, 17 Oct 2018 17:48:39 GMT

I found a very interesting behavior. If the Sim Tray is removed the phone restarts and boots into Android P without a problem. But if I have the sim tray plugged in, with or without a SIM the bootloop happens. Please note: if I reflash back to Android O, the device boots without a problem with and/or without SIM in. Looks like a compatibility issue between my carrier & the android P software.

I have updated my original thread with timeline of events and summary of troubleshooting steps taken and observations.

Re: XZ2 bootloop after android P update

RuneJ — Wed, 17 Oct 2018 19:37:22 GMT

Glad you got some progress.

You say that with Pie installed, the bootloop happens with or without a SIM as long as the simtray is in?

-That should point to a problem with the tray itself or connector, not carrier/SIM?

Is there a memorycard in the same tray?

Re: XZ2 bootloop after android P update

Knnstr — Wed, 17 Oct 2018 19:40:34 GMT

@Runej

You missed that the tray works in Android O. Tray only affects Android P.

No SD card in all scenarios