STUCK ON PREPARING

[faraxi]

my sony pc companion stuck on preparing and keeps restarting while updating on lollipop

[_alexdon_]

You may need to perform a software repair using PC Companion.The process will erase all internal memory.You might need to charge your device for about 1-2 hours before so the device has at least 60% battery.

Make sure the device is not connected to computer or laptop and turned off (sometimes you have to press power button and volume up until the device vibrates 3 times or on some devices you have to press the small button near the SIM tray or on the back of the device).

Open PC companion->support zone->phone/tablet software update->repair my phone/tablet blue highlighted.Follow the steps given,do not connect your phone until prompted to press volume down while plugging USB cable. If PC companion does not start the repair process, you might need to run it in compatibility mode with Windows 7 (in some cases XP).

[faraxi]

thanks for the reply but i forgot to mention that my phone or pc is not restarting its the installation that keeps restart every time when it reaches to preparing

[Uliwooly]

Disable any antivirus and/or firewall and try again, if that doesn't work, try with a different computer. 

[SophiaW]

Also try using a different USB port and/or cable if possible. You could un-install & re-install PC Companion before trying another computer as well. 

[Hulk414]

There's no problem with the phone cable or anything, it's update error

[Johan]

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@faraxi wrote:

thanks for the reply but i forgot to mention that my phone or pc is not restarting its the installation that keeps restart every time when it reaches to preparing

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Could you please upload the PC Companion logs and send the link to me in a PM?

PCC logs can be found by:

* Right clicking PPC in the notification area of the task bar (if the notification area is full it can be found when clicking the "Show hidden icons"-arrow)

* Chose About Sony PC Companion

* Click on the link in "Click here if you want to dump logs to Desktop"

* Go to Desktop and find PCC logs in zip-file.

PCC logs are saved on the user’s computer for 5 days so, meaning normally there’s no need to reproduce the issue to retrieve the logs.

[SophiaW]

Hi zaheado1

Welcome to the community! Since you're new please be sure that you have checked out our Discussion guidelines.

Have you tried temporarily disabling anti virus/firewall software and then tried again?

[zaheado1]

Yes I did. I even reinstall it.

[SophiaW]

I see. Are you able to access a different computer? If so, I advise trying to run PC Companion on another computer.