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OS Update OS Update has failed to install (TC57 and MC93) Version Information 15.6.3.1018

MD
Marcel de Boef

Hi,

More often we get OS Update OS Update has failed to install on our TCxx and MC93 devices.

OS update message

File sync

I use file sync but to avoid corruption i sent the files in the upload from the device directly, i tried the incrementals and the full updates. 

I looked to many documents on the web. I use install_system_update /sdcard/Download/updates/tc57-firmware.zip. Adb is not an option because device is elswhere. 

https://supportcommunity.zebra.com/s/article/000022365?language=en_US

https://supportcommunity.zebra.com/s/article/Perform-an-OS-Update-using-StageNow-Tool-or-SOTI-MobiControl?language=en_US

https://supportcommunity.zebra.com/s/article/OS-Update-single-package-using-SOTI-MobiControl-Mxconfig-Script?language=en_US

Thanks for your help

a year ago
SOTI MobiControl
ANSWERS
RK
Radim Kadlec
a year ago

Hello Marcel,

What is the current operating system build on your devices? Are you upgrading or downgrading? Zebra distinguishes between the two and install_system_update only supports upgrades as far as I know.

I would recommend testing on a single device using StageNow, then exporting the XML and using the mxconfig script command for bulk deployment.

MD
Marcel de Boef
a year ago

Hi upgrading of course. But the strange thing is i update many mc93 and tc57 and there are a few which gave the error. About 1300 devices and about 20 are not updating with the message in the screenshot.

What i tried. Cold boot device. Copy full, copy incremental to device with soti no file sync. But nothing works. Stagenow, xml, inten etc.

MD
Matt Dermody Diamond Contributor
a year ago

From your screenshot it looks like you're trying to download the Delta update ZIP and have it renamed to tc57-firmware.zip as part of the download. The Delta update is 126mb but your tc57-firmware.zip file is currently showing as 1.6GB. It therefore doesn't look like the File sync rule is doing what you expect it to do. Maybe you have another File Sync rule for another OS update ZIP trying to save to the same file name? Maybe try leaving the file name in tact instead of trying to rename it during the download. You'll have to update your post-sync scripting with the full file name afterwards to match assuming your script currently is referencing tc57-firmware.

MD
Marcel de Boef
a year ago

sorry it is not the right picture. You can see the incremental is also there. I tried everything.

But the strange thing is i update many mc93 and tc57 and there are a few which gave the error. About 1300 devices and about 20 are not updating with the message in the screenshot.

What i tried. Cold boot device. Copy full, copy incremental (both no renaming) device with soti no file sync. But nothing works. Stagenow, xml, inten etc.

MK
Martin K.
a year ago

I have seen a similiar behaviour since long time on varoious zebra devices with A11 or A13, also using filesync/install_system_udpate but in my case always a reboot of the device helped, most time the udpate was installed, it seems that the device was just not able to do the final reboot after the update.

Never found a real reason why just a few devices failing the update this way.

P
PMMOD@SOTI
a year ago

Hello Marcel de Boef,

Thank you for your post on SOTI Pulse.Thanks Radim, Matt Dermody & Martin for responding to the post, your expertise and willingness to help are greatly appreciated!

The upgrade process you followed to move the devices to OS 14 is correct. However, the devices failing to upgrade to the latest version might be multiple reasons.To investigate further, we need to review the device logs or connect with the Zebra team regarding this issue. For more information as below

I would like you to create a support case (click here) or call the SOTI Support team (click here)  to gain a better understanding of the issue. We can then determine whether to raise a Feature Request or troubleshoot to fix the issue.

Please let us know so we can proceed further accordingly.

N
Nemrak
6 months ago

Hallo,

Any news in this subject?

I have the same problem. 99% updated ok, 1% give me the error mesaje when I give the update command (mx or install_system_update).

Thanks.

KV
Klaas Vannieuwenhuyse
a month ago (edited a month ago)

any updates on this? I have exact the same behaviour on TC52 devices...

Thank you.

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