Can't install update FP3V.A.0116 on new phone

Hi, I got an annoying issue where I can’t seem to install update FP3V.A.0116 on my new phone.
I just recently bought it and wanted to fully update it. I got a popup showing that there is a new update and proceeded to install it. The entire bar fills and it proceeds to setting up the device. Then I get a message that it couldn’t install the update (in the popup it also asks to click it for further info, but there is no further info).
I tried it multiple (like maybe even 10) times already. I also tried a restart and a factory reset, even though it’s a new phone. Obviously neither of those helped either.
Everything else seems to work fine though. So I’m just very curious about why this could happen and how I can get my phone finally up to date.

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It might be your network (some changes in downloaded data), an add blocker, a firewall a.s.o.
Could you rule that all out?

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You mean on the phone itself or the router? The phone itself is freshly installed so no add blockers or firewalls installed when I tried to update. Neither have I modded my router or anything.

Yes, that’s what I meant. Also no pi-hole or similar on your LAN? You still might try it out on another LAN (if possible).
You could consider to #contactsupport .

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No pi-hole indeed, the only pi I have is currently outside the house and isn’t even configured for that either :stuck_out_tongue:
Thanks for the help btw, I’ll try to contact support idd and check what they can find.

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You should consider using it as pi-hole when you get it back. pi-hole is imho great! :wink:
But sorry, that’s off-topic… :upside_down_face:

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I have the exact problem. Tried a couple of different WiFi conections and even downloaded it via the mobile network. Downloading seems not to be problem but the installation is.
Any thoughts?

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Are you both located in the Netherlands and using the same mobile network provider? Not sure why or how, but as the updates are rolled out based on the mobile network provider there might be an issue?

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Have u gotten any updates from support?

I am having the same problem, got my FP4 last week but it does not update. Also reached out to support, but so far they only confirmed that they received my request and will get back to me. I will probably send it back unless there magically is a fix or at least a helpful reply from support in the next few days…

I’m in France and whilst the first part of the installation (before they request a restart) seemed to be fine, but the finishing system update" has been going for 2hrs now without finishing, which doesnt seem right.

I’m using T-Mobile for my mobile network. My internet provider is Fiber Nederland, but I also tried the KPN-network from relaties. The problem occures when the program tries to “optimalise” my phone. After that I get the error. I switched of my anti-virus scan so I don’t think that is the problem.

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Just tried to reach support, but “something” went wrong with sending the message to them via the Fairphone app. I have to try later…
Not a great look, Fairphone…:expressionless:

Could someone with that issue please capture a logcat :pray:

  • $ adb shell "logcat -c && logcat > /sdcard/logcat.txt"
  • Start the update and wait for it to fail
  • Press Ctrl+C in the terminal you have adb running
  • $ adb pull /sdcard/logcat.txt

Maybe there is some obvious error in there :thinking:

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I’m sorry, but I have no idea what to do with that code you just send. I’m not a programmer.

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No problem, maybe one of the others with the same problem is already familiar with adb.

But you don’t have to be a programmer to use it, so if you want to “expand your horizon” (and have maybe half an hour of free time), here’s a tutorial how to set it up in case you’re interested :slightly_smiling_face:

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Why using a shell and print output to sdcard and then pull to PC and not directly via USB cable without shell to client filesystem?

What’s better to create a shell connection to the device and execute it there?

Because I can’t assume anything about the system the person running that command is using. Who knows if shell redirects work as expected.

I’m just using adb logcat -c && adb logcat > logcat.txt on Linux of course.

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thx
I’m doing it that way, too
But your thoughts are correct

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Lol, honestly didn’t expect so many comments here anymore and especially not so many similarities with my situation.

But let’s just update you guys with the latest findings I had:
So bad news is that I haven’t send them a request for help and therefore don’t have any direct info from them. Other bad news is that I’ve spend way too much time solving this issue.
Good news though: I can now install updates.

The way that I fixed it was by flashing the entire operating system again (using adb). I did this while pulling out the SIM and SD card. After a stressful installation (it was the first time for me and not everything completely went as stated in the tutorial) I managed to successfully install a new operating system on my phone. To my frustration it did not install the update with the operating system. However, when trying to install the update again it successfully completed it :partying_face:

Do I recommend this solution? Well… If you’re careful and have the time for it then sure. I would probably first try a restart, pulling out SD and SIM and those kind of things.

The main reason I did it was because I was fed up with the support, wanted a device that’s up to date and still wanted to keep my phone. Fairphone itself made it pretty difficult to contact them (links for contacting were broken, ticket creation failed and finally the mildly aggressive FAQ of them sent me to the adb solution). Luckily the device seems to be working fine now and I can recommend it to people again. I just hope somewhere that there is a better and easier solution to this problem.

I do also have to say btw that yes, I live in NL, yes my phone uses T-Mobile for data and yes we use Fiber for internet. Although it is probably unrelated there is funnily enough some similarity there XD

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Also to the one using the Fairphone app for support: I would strongly advise against that. The app seems to be full of bugs in it current state. Use their official web page instead.