Troubleshoot your device issues
Bwise's profile

New Member

 • 

1 Message

Fri, May 6, 2022 12:40 PM

Att motivate2 won't update says it interrupted

Got a prepaid att motivate2 and it won't update keeps saying it interrupted but then keeps telling me to update. It then keeps popping up the update screen over and over saying to update from emr1 to emr2

ATTHelp

Community Support

 • 

191.9K Messages

2分前

There are steps you can take to resolve your experience, Bwise.

 

Try resolving your device's inability to update the software by partitioning the cache of your phone:

  • Power off your phone.
  • Press and hold the Volume Up key and the Bixby key, then press and hold the Power key.
  • When the Android logo displays, release all three keys.
  • An Installing system update message will show for 30 – 60 seconds before the Android system recovery menu options appear.
  • To scroll to wipe cache partition press the Volume down key.
  • Press the Power key to select.
  • Press the Volume down key to highlight yes. Press the Power key to select.
  • When the wipe cache partition is complete, Reboot system now will be highlighted.
  • Press the Power key to restart the device.

This action deletes all system caches stored in the directory and improves performance of your device. Should your inability to update your device persist despite the first action make sure to use our device help tool to further troubleshoot. 

 

Please reach back out to us if we can help in any way. Thank you for contacting AT&T Community Forums.

 

Lorie, AT&T Community Specialist

New Member

 • 

8 Messages

2分前

There is no Bixby button on the Motivate 2. So how do we do this?

(edited)

ATTHelp

Community Support

 • 

191.9K Messages

2分前

Thank you for reaching back out to AT&T Community Forums. @Fujamabooboo

 

If you are not able to locate the button to update your software, follow these steps to complete the process in your device settings. 

 

1. Swipe down from the Notification bar with two fingers, then select the Settings icon.
2. Scroll to and select About phone.
3. Select Android version. Here you can view the Android version and the Baseband version
4.From the Settings screen, scroll to and select Software updates. Select Check for updates.
 

Note: If an update is available, follow the on-screen instructions to perform the update. If an update is not available, select OK.

 

Make sure that your device is connected to a secure network in order to preform the device software update. For additional step by step instructions visit our Device support page. Select your Make and Model of the device and then click software update. 

 

Check to see if your device is on our list for compatible devices. The reason we ask is at the beginning of  March 1, 2022, we sent cancellation notices informing session-based customers (AT&T PREPAID) that their account will be canceled on or after April 19, 2022, if they have not taken steps to upgrade to a compatible device.

 

Let us know if you have any questions. Thank you for contacting AT&T Community Forums. 

 

Alasani, AT&T Community Specialist 

New Member

 • 

8 Messages

2分前

It keeps popping up saying that I need the EMR1 to EMR2 update and it won't actually update after trying numerous times

ATTHelp

Community Support

 • 

191.9K Messages

2分前

Thanks for letting us know, @Fujamabooboo

 

Sometimes your device may have trouble updating. Here are some common reasons and fixes

 

Memory issues ~ Each update requires a certain amount of data.

  • You may have to remove apps or data to increase your device’s available memory.
  • You can back up your data before deleting it.

Network connections ~ Software updates are done over Wi-Fi®, so they don't affect your data use. Make sure you’re:

  • Located in the U.S. and on our wireless network.
  • Able to connect to a strong Wi-Fi signal.

Battery strength:

  • Make sure your device has at least 80% battery power.
  • Connect the device to a charger before doing the software update.

AT&T branded device ~ The software update releases on our website are only available for AT&T branded devices. Keep in mind:

  • The update may not work if you brought your own device to AT&T.
  • You can check with the original carrier or manufacturer for software updates.

If the update is still failing after taking the above into consideration, please let us know and we'll take a more advanced approach. 

 

Sydne, AT&T Community Specialist

New Member

 • 

8 Messages

2分前

This is a new phone less than two months old. My wife and daughter are having the same problem and we all have the att Motivate 2. won't update says it interrupted

Got a prepaid att motivate2 and it won't update keeps saying it interrupted but then keeps telling me to update. It then keeps popping up the update screen over and over saying to update from emr1 to emr2

ATTHelp

Community Support

 • 

191.9K Messages

2分前

Based on your device concerns, we want to get you into a DM @Fujamabooboo. Check the message icon at the upper portion of the page and reply back.

 

In the meantime, we want to include some steps to take in order to reach the best solution. Provide the following information in your reply back to us. 

  • What is the make and model of the device? This will help provide personalized troubleshooting help. 
  • Where was the device purchased? After the phase out of 3G if the device is a bring your own device there is a possibility that it will not connect to our network.
  • Do you have service on your device? The reason we ask is this will help determine if your service was disconnected or if there is a disruption with your device. 

Gather the above information and we will get started figuring out the root cause. Again, keep an eye out for the DM. 

 

Alasani, AT&T Community Specialist

New Member

 • 

8 Messages

2分前

Make: AT&T Motivate2

Model: EA211002

Android version: 11

Build Number: EA211002_126E

MFD Date: 211207

Purchased at Walmart about 2 months ago.

Yes I currently have 4G LTE Service

New Member

 • 

8 Messages

2分前

The phone prompts to install the EMR1 to EMR2 update. It will not install and is constantly trying update and it's pop up prevents you from using the phone.

Note: This comment was created from a merged conversation originally titled AT&T Motivate2 will not install new update

New Member

 • 

5 Messages

2分前

Having the same issue and I'm getting quite annoyed, especially as it has begun shutting my phone down involuntarily in an attempt to install. And if a *secured* network is necessary to update, then it will never happen for me as I do not subscribe to any internet service. I can only access open hotspots such as Xfinity.

(edited)

ATTHelp

Community Support

 • 

191.9K Messages

2分前

Hello ATandwhat8, we're here to help you with the system update.

 

Try resolving your device's inability to update the software by partitioning the cache of your phone:

  • Power off your phone.
  • Press and hold the Volume Up key and the Bixby key, then press and hold the Power key.
  • When the Android logo displays, release all three keys.
  • An Installing system update message will show for 30 – 60 seconds before the Android system recovery menu options appear.
  • To scroll to wipe cache partition press the Volume down key.
  • Press the Power key to select.
  • Press the Volume down key to highlight yes. Press the Power key to select.
  • When the wipe cache partition is complete, Reboot system now will be highlighted.
  • Press the Power key to restart the device.

This action delete all system caches stored in the directory and improves performance of your device.

 

Also, check to make sure that your device has the available storage to make the update. 

 

Let us know if this helps, and thank you for contacting the AT&T Community Forums.

 

Carlton, AT&T Community Specialist 

New Member

 • 

8 Messages

2分前

That does not work. And those are not the correct steps for the Motivate 2. 

1. Power down

2. Hold vol up and power

3. Select recovery via vol down

4. Hold power and press vol up on the android screen.

5. Select wipe Cache.

6. Go to Att forum to have support tell you how to fix it the same way with no results. Please actually put some effort to fix this issue. 

New Member

 • 

4 Messages

1分前

asked a similar question in a separate post and their response is to upgrade the phone, which implies the update may not be possible because the Motivate 2 is an outdated device. Quite disappointing if they're saying you have less problems if you buy their phones that well over $100.

Community Support

 • 

2.6K Messages

1分前

Hi all,

Our support teams are looking into this. 

If you have not already, sign in to Wi-Fi and see if the download/ update works. 

ChrisZ

New Member

 • 

8 Messages

1分前

It now says I'm up to date. Thank you.

Need help?
Fix, replace or check device delivery
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.