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ATT Android Update for HTC One (M8)

Contributor

ATT Android Update for HTC One (M8)

I have attempted twice download and install the newest update for the HTC One M8 from ATT, and both time the installation has failed.  Is there a known issue with this update, or is this a problem specific to my phone?

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Message 1 of 63

Re: ATT Android Update for HTC One (M8)

As other people have mentioned, you have to have at least 16gb (I had 18 gb) of open memory to have it work.  AT&T needs to change their instructions to say that the download is 1GB, but that you have to have 16GB+ of open memory for it to work.  What they should do is a memory check before it downloads and let people know they need more memory so they don't waste time like we did to figure this out!

Message 46 of 63
ACE - Master

Re: ATT Android Update for HTC One (M8)

If you go with the HTC sideload though, you only need about 1.5GB, at best.

I don't have a M8 (okay, we do, but ours is a Win model), but I was looking at the HTC website, and you can get around the ATT "kluge" by going this route.

It'd be cool if ATT posted what happened (seems unlikely, I suppose I could fire up a debugger, but I'd have to flash my wife's m8, which wouldn't be popular, or set up a virtual M8, not sure how hard this is wiht a phone...), but I'm guessing they're doing some sort of "mapped image" with their update, which would explain the 17GB (16GB for the image part, 1GB for the actual update) issue.

Sideloading is remarkably easy, I'd post a link or something, but I'm not sure exactly what I can link to here...

*If this (or another post in this thread) fixes your problem/issue, please mark it as "accept-solution", and I'll tag it, to make it easier for others to find the answer(s). FYI: I'm an AT&T end-user, just like most of us in the forum. Thanks.

Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 47 of 63

Re: ATT Android Update for HTC One (M8)

Replying to my own post to let folks know that today I FINALLY was able to get the update to work...had to delete about 10 apps plus move all of my camera pix to the sd card in order to make room in the internal memory (just shy of 16 gb). Now I get to figure out if the time spent troubleshooting this was even worth it.

Message 48 of 63
Contributor

Re: ATT Android Update for HTC One (M8)

My HTC M8 is at android 5.0.2 version and when I am checking for a software update it says "current software is upto date" has the new updates been rolled back. What do I do to resolve this issue , it seem it not even acknowledging the availbility of new updates ..!! 

Message 49 of 63
Community Support

Re: ATT Android Update for HTC One (M8)

Hi @astrix121 !

 

Thank you for posting your concerns. I’m sorry to hear you are unable to update your HTC M8, and know how frustrating that can be.

 

So we can ensure you get your update, please private message  me and provide your name and a good contact number.

 

We look forward to hearing from you.

 

Tim, Community Specialist

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTCares and @DIRECTVService

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 50 of 63
Contributor

Re: ATT Android Update for HTC One (M8)

AT&T rep knows nothing. Wasted one hour of my time talking to her!!!!

I have 16.71 GB of available space. Have been trying to update since the release on May 12. No luck. Finally gave up and called AT&T today. Guess what, it didn't help either. This is so frustrating!!!!!!!!!!!!

Message 51 of 63
Community Support

Re: ATT Android Update for HTC One (M8)

Hey @tinalct63,

 

Thank you for contacting the AT&T Community Forums! I’m sorry to hear you’re having updates with the update! This is not the experience we wanted you to have with Marshmallow!
 
There are a couple of steps that can be taken to try and correct this error you’re getting. You can try and clear the cache partition. To clear the cache please go to Settings > Storage > Cache. A pop-up will appear asking for confirmation to clear the cache. This will not remove any personal data from the device. Clear the cache, reboot the phone and attempt to update the device again.
 
Also sometimes the installed apps can be causing a miscommunication with the update server. You can put the device in Safe Mode. To put your device in Safe mode please complete these steps:
 
·         Press and hold the Power key.
·         On the screen, touch and hold Power off under Phone Options.
·         When the 'Reboot to safe mode' message appears, tap RESTART.
·         When the phone restarts it will be in safe mode.
Once you’re in Safe Mode you can attempt to update the device directly from your Settings. Safe Mode disables all 3rd party apps installed on your device. You will still have the same amount of free space but the apps won’t interfere with the update process.
 
Finally, if neither of these 2 options work, it’s recommended you perform a factory reset and when the device boots back up before setting up with any accounts completing the update. If you received previous System updates it installs on-top of your current operating system. It’s possible there may be “leftover” programming that may be causing your device to not update properly with the latest update
 
If you still cannot update after performing a factory reset we may need to push the update out to you manually. If the update does not work, please send us a private message by clicking here, include your full name, and a good contact number where we can contact you.
Let us know how it goes!
 
Kevin, AT&T Community Specialist

 

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTCares and @DIRECTVService

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 52 of 63
Contributor

Re: ATT Android Update for HTC One (M8)

Same problem. Update failed many times, even after I freed up 18+GB of space. Eventually did a factory reset, and now it tells me there's no update available. Safe mode has no effect. I've wasted a LOT of time on this.

Message 53 of 63
Contributor

Re: ATT Android Update for HTC One (M8)

I've cleared up 14.5 GB internal storage, not removed SD card, and cleared cache partition.

upgrade is now 32%

 

Message 54 of 63
Contributor

Re: ATT Android Update for HTC One (M8)

I am completely FURIOUS with this update!!  I can't believe so many people have had the same problem and it's still not fixed!!  Now I have a damaged phone thanks to this stupid update!

 

So, UNLUCKY for me, the update froze my phone last night while updating and COMPLETELY screwed up the phone's software!!!  I took it to the At&t store and also the Tech Center near me today and NO ONE could complete neither a hard nor soft reboot on it.  It starts up but gets stuck on the HTC One loading screen...now I have to go thru the insurance and pay for ANOTHER freaking phone PLUS finish paying off this useless one!!!!!  

 

 

Message 55 of 63
Contributor

Re: ATT Android Update for HTC One (M8)

I am also having this issue...I have 20 GB free on my phone and over 55 on my SD card. I get the "Instillation aborted" message, as well. I've been trying to update this phone for a month. Going to try one final time... I just took the SD card out and we will see if that does anything... will post back when finished to let you know.

Message 56 of 63
Contributor

Re: ATT Android Update for HTC One (M8)

Hey guys! It's me! So the SD card thing did not work...

 

but what DID work was:

turning on USB Debugging. I don't know why that worked or what that has to do with anything but I am enjoying an ugraded phone now. All I did was turn USB debugging on. I hope it can help someone else having this issue!!!!!!

Message 57 of 63
Voyager

Re: ATT Android Update for HTC One (M8)

Ah, this all sounds so familiar. Over the past two weeks I've logged about 4 hours with ATT tech support and 2 hours with HTC. Tried the over-the-air update with ATT on the line and got the same error messages noted previously in this forum. Downloaded and attempted installation of the ROM update from HTC, which freezes on "Checking header..." With HTC on line, attempted another sideload to the bootloader. Same thing. HTC said I should try using a Windows 7 computer (!)

 

Per latest conversation with ATT, performed factory reset (I did it from the boot menu) and attempted another sideload. Installer freezes on "Checking header..." again.

 

Since HTC has been able to write ROM updates for unlocked M8s and for other carriers, one could logically assume the problem lies with ATT.

 

And meanwhile, my wife's Nexus 5X gets its monthly updates smoothly and seamlessly.

 

Fill in the blank: My next phone purchase will be from....

Message 58 of 63
Contributor

Re: ATT Android Update for HTC One (M8)

SOLVED: OK I couldn't get this update either tried moving as much as I could to the SD card had over 16GB free still wouldn't work till I wiped the cache.

 

Here are the steps to wipe the cache

1) Hold power button
2) Press restart
3) As soon as you see the HTC logo, hold the down volume button
4) If done correctly you should be met with a white screen, from there go down to recovery and press power button
5) Within a minute, you should be greeted with black Android System Recovery Page
6) From there click Wipe Cache Partition
7) After that is done, go to reboot system now and once in android again, download update.

 

You must have battery at least 35% charged to install the update.

Message 59 of 63

Re: ATT Android Update for HTC One (M8)

Wouldn't it be nice if our cell phone provider gave us this kind of information when they sent the update? It's well within their capability to do.

Message 60 of 63
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