1036758 - [ZTE Open C v1.3] [Update] - Update error, unable to update

Status: RESOLVED WONTFIX

(Firefox OS Graveyard :: Vendcom, defect)

Description

[Ralph Daub [:rdaub]]

Attachment: cache-recovery-last_log.log

ENVIRONMENT: 
Model: ZTE Open C (Ebay-US)
Version: 1.3.0.0
Hardware revision: P821A10B01
Build ID: 20140505052400

STEPS TO REPRODUCE:
1. Tap on "Software Update" on the homescreen
2. Tap on OK after being prompted to update the device.

EXPECTED RESULTS:
The device should be updated to a later version.

ACTUAL RESULTS:
The download starts, passes 100%, then starts from 0% again. Once it gets to 6%, I am prompted to restart the device to finish update process.

The update screen appears, and then the recovery mode shows up with error messages from the update (see screenshot in the next comment).

I keep receiving an error even after restarting the device multiple times, and trying these troubleshooting steps:
* Wiping cache partition
* Factory resetting the device

I am also attaching the "/cache/recovery/last_log" 

Please let me know if there is any information I could provide to help with the investigation and troubleshooting of this issue.

Thanks!!
- Ralph

Comment 1

[Ralph Daub [:rdaub]]

Attachment: update error.jpg

Comment 2

[Ralph Daub [:rdaub]]

Tested the update process on a second device and got the same error. 

Tested the update on a third device (with 5% battery, connected to USB charger) and update was successful. The phone was updated to BuildID=20140505080626

Tapped the Software Update again on the third device, and was prompted for another update. A prompt appeared that the device needed at least 20% battery before updating. I charged the phone until the battery was above 20%, attempted to update again, and the update process was successful. The phone was updated to BuildID=20140519040012

Tapped the Software Update again on the third device, and was prompted for another update (19MB). The update process was successful, and the phone was updated to BuildID=20140523093151. Tapped on Software Update again, and the third device is now Up to Date.

Device 1 (from comment 0) and device 2 (from this comment) are still receiving update errors.

I hope this information is helpful. Please let me know if there are any questions.

- Ralph

Comment 3

[Ralph Daub [:rdaub]]

For tracking purposes -
A user is reporting this issue in the SUMO forums: https://support.mozilla.org/en-US/questions/1042954

Comment 4

[Ralph Daub [:rdaub]]

Hi Rachelle, are you still the correct TAM contact for ZTE?

One of our users is reporting an issue with updates in the SUMO forums (comment 3). I am suggesting that the user contact the ZTE support directly, but would also like to know if there is any other possible resolution for this.

Thanks,

- Ralph

Comment 5

[Rachelle Yang [:ryang][[e-mail]]]

Hi Chen-Cong and Xiaodong

Would you please find someone look into the issue in the description?
and do you meet the same issue at your side ?

thank you very much!

Comment 6

[BMO Automation]

Firefox OS is not being worked on