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TC57 Repeated Restarts After Update

JP
James Pike
nexAir

We have recently started updating our TC57s from Android 8.1 to Android 11 using the latest FULL_UPDATE available through Zebra. I setup a package in our MobiControl with an install_system_update command baked into it. The update name is below.

HE_FULL_UPDATE_11-38-02.00-RG-U00-STD-HEL-04.zip

After doing these updates, certain phones have been repeatedly doing a boot loop where the phones crash. Nothing in MobiControl suggests it is an intended restart. Logs on the device don't really give any good information either.

Is anyone aware of an issue in relation to updating these phones?

android
2 years ago
Android
ANSWERS
MD
Matt Dermody Diamond Contributor
2 years ago

I typically only use File Sync rules for Zebra firmware update files so I can't say if the Package based install is playing a role in this or not. Does the Package show as being installed? Are the devices reporting the right OEM version yet to SOTI post upgrade? I have tens of thousands of Helios Zebra devices running A11 and many of them on 11-38 U00 as well and have not seen this behavior myself. 

What happens if you upgrade a device manually via ADB sideload or with StageNow? Removing SOTI from the equation could help you isolate whether this is a SOTI issue or a Zebra issue. 

JP
James Pike
2 years ago

The update takes and works correctly and even shows in SOTI. I worked with Zebra but they kept claiming that it was something to do with our SOTI environment causing it even though I have had phones continue to restart after factory reset without connection to MobiControl so I am kind of between a rock and a hard place.

That's good that you haven't experienced this issue yourself. I wonder if it has to do with the version of Android 8.1 that we are coming from and something being leftover that is causing the crash. It's hit or miss as to whether it has happened because out of the deployed ~20, we have only heard about the crashing on 3-4 devices.

I have the event logs for a device that has crashed if someone wants to look at it, but like you said I might have to go back to Zebra for this.

J
JEMOD@SOTI
2 years ago

Hi James,

Thank you for posting on SOTI Pulse! 

Based on the issue that you described, I can recommend to access android's recovery menu on the device and attempt to manually reinstall the OS. I have provided a link to Zebra's documentation that goes over a few methods. 

Zebra Factory Reset

Also, as you mentioned you do have some logs recorded. Please feel free to post them and I can assist with investigating. 

Kind regards,

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