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  1. Thread Author  Thread Author    #1  

    Angry KitKat Crashed My Moto X - unrecoverable

    I tried the update to KitKat today and it crashed, yielding the following screen:

    KitKat Crashed My Moto X - unrecoverable-kitkat_error.jpg

    I selected "Recovery" and it rebooted and appeared to attempt a re-install. Then I got an image similar to this but it also said "ERROR" in red.

    KitKat Crashed My Moto X - unrecoverable-android-error.jpg

    Then it rebooted and is stuck at the Motorola logo:

    KitKat Crashed My Moto X - unrecoverable-moto_x_boot_logo_featured_small.jpg

    If I turn the device off by holding the power button for 10 seconds, it automatically starts up and gets stuck at the Motorola logo again. It's been sitting that way for 3 hours.

    Has anybody else had any issues with the update?

    Chris
  2. #2  

    Default Re: KitKat Crashed My Moto X - unrecoverable

    We're you rooted?

    -Moto X-
  3. #3  
    KWKSLVR's Avatar

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    Default Re: KitKat Crashed My Moto X - unrecoverable

    Perhaps this handy guide will help: [GUIDE][VIDEO] Moto X - Return to 100% stock (using RSD Lite) - xda-developers

    Sorry to hear you had issues. Definitely post up if you were rooted!
    davidnc likes this.
  4. #4  

    Default Re: KitKat Crashed My Moto X - unrecoverable

    Sorry to hear it. Note to self...wait at least 7 days to update my Moto X when the ATT update comes...apparently the ATT S4 update was pulled by ATT due to issues.
    Nexus 6 (64GB), Moto X 32GB Pure, iPhone 6 Plus Unlocked, OnePlus One (64GB),Xperia Z2, LG G3, Lumia 925 8.1 Cyan, Nexus 5 (32GB), Moto X (32GB), Lumia 1020, Google Edition S4, Galaxy S4 (32GB), S4 Active, Nexus 4, Note 2, Galaxy S3, Galaxy Note (ATT), Galaxy Note Intl., Galaxy S2 Skyrocket, Nexus S, Atrix 2, Atrix, Galaxy S1 Captivate, Nexus 7 (32GB), iPad 4, Dell Venue Pro 8, iPad Air 2
  5. #5  

    Default Re: KitKat Crashed My Moto X - unrecoverable

    Quote Originally Posted by cbridgers View Post
    I tried the update to KitKat today and it crashed, yielding the following screen:

    Click image for larger version. 

Name:	kitkat_error.jpg 
Views:	346 
Size:	118.3 KB 
ID:	92779

    I selected "Recovery" and it rebooted and appeared to attempt a re-install. Then I got an image similar to this but it also said "ERROR" in red.

    Click image for larger version. 

Name:	Android error.jpg 
Views:	856 
Size:	20.4 KB 
ID:	92780

    Then it rebooted and is stuck at the Motorola logo:

    Click image for larger version. 

Name:	Moto_X_Boot_Logo_Featured_Small.jpg 
Views:	859 
Size:	45.1 KB 
ID:	92781

    If I turn the device off by holding the power button for 10 seconds, it automatically starts up and gets stuck at the Motorola logo again. It's been sitting that way for 3 hours.

    Has anybody else had any issues with the update?

    Chris
    Can you get into the bootloader? Once you power down try holding the volume down and power button during that time before it attempts to reboot. If it goes into the bootloader try to do a factory reset. It will wipe your data but chances are it's all gone anyway.

    I'm sorry to be vague but I don't have an x in front of me so I'm going off of memory.

    Good luck!

    Sent from my Nexus 5
    Nexus 5-Black
    Rooted 4.4.2
    TWRP
  6. Thread Author  Thread Author    #6  

    Default Re: KitKat Crashed My Moto X - unrecoverable

    Nope, my phone was not rooted.
  7. Thread Author  Thread Author    #7  

    Default Re: KitKat Crashed My Moto X - unrecoverable

    Thanks for your response. I don't know if I'm quite ready to give up on saving my data. I think I'll take it to the Verizon store and see what they recommend.

    Thanks.
  8. Thread Author  Thread Author    #8  

    Default Re: KitKat Crashed My Moto X - unrecoverable

    Wow!.. I just got off the phone with Verizon technical support. First of all, the tier-2 support personnel didn't even know what kitkat is. Also, they pointed out that since I can't boot the phone - or even get to the boot loader - that we would have to process a return and they would send me a *refurbished* moto x. That's right.. according to Verizon, the moto x warranty states that they only replace with refurbished phones!!
  9. #9  
    JungleLarry's Avatar

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    Default Re: KitKat Crashed My Moto X - unrecoverable

    That's pretty outrageous.
  10. #10  

    Default Re: KitKat Crashed My Moto X - unrecoverable

    Quote Originally Posted by cbridgers View Post
    Wow!.. I just got off the phone with Verizon technical support. First of all, the tier-2 support personnel didn't even know what kitkat is. Also, they pointed out that since I can't boot the phone - or even get to the boot loader - that we would have to process a return and they would send me a *refurbished* moto x. That's right.. according to Verizon, the moto x warranty states that they only replace with refurbished phones!!
    I would try a factory reset.

    Back up all data on the internal memory.
    With the phone powered off, press and hold the Volume down key and Power key for 2-3 seconds until the the Boot options screen appears.
    Release the keys.
    Use the Volume down key to scroll to highlight Recovery.
    Press the Volume up key to select.
    The phone will display the Motorola logo then the Android recovery screen.
    Once the Android recovery screen displays, press and hold the Volume up key for 10-15 seconds.
    Quickly tap and release the Power key.
    The Android recovery screen will appear.
    Scroll down using the Volume down key to highlight Wipe data/factory reset.
    Press the Power key to select.
    Once the reset is complete, press the Power key to Reboot.
    Nexus 6 (64GB), Moto X 32GB Pure, iPhone 6 Plus Unlocked, OnePlus One (64GB),Xperia Z2, LG G3, Lumia 925 8.1 Cyan, Nexus 5 (32GB), Moto X (32GB), Lumia 1020, Google Edition S4, Galaxy S4 (32GB), S4 Active, Nexus 4, Note 2, Galaxy S3, Galaxy Note (ATT), Galaxy Note Intl., Galaxy S2 Skyrocket, Nexus S, Atrix 2, Atrix, Galaxy S1 Captivate, Nexus 7 (32GB), iPad 4, Dell Venue Pro 8, iPad Air 2
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    dajobo 
    davidnc and benhmadison like this.
  11. #11  

    Default Re: KitKat Crashed My Moto X - unrecoverable

    Quote Originally Posted by cbridgers View Post
    Wow!.. I just got off the phone with Verizon technical support. First of all, the tier-2 support personnel didn't even know what kitkat is. Also, they pointed out that since I can't boot the phone - or even get to the boot loader - that we would have to process a return and they would send me a *refurbished* moto x. That's right.. according to Verizon, the moto x warranty states that they only replace with refurbished phones!!
    Yep. The only time they will replace it with a new phone is if you are within your trial period. Once you are outside of that 14 day window, replacements will always be refurbs. Same deal on all carriers. Sucks but that's how it is.

    Even if you go directly through the manufacturer, they would send you a refurb.

    Sent from my Nexus 5
    Nexus 5-Black
    Rooted 4.4.2
    TWRP
  12. #12  
    KWKSLVR's Avatar

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    Default Re: KitKat Crashed My Moto X - unrecoverable

    So you get a refurb that's just white or black? That's lame.
  13. #13  

    Default Re: KitKat Crashed My Moto X - unrecoverable

    Should be able to get it fired up again, not sure about saving the data though. I'd recommend a full reflash using rsdlite as was suggested a few posts back.
    davidnc likes this.
  14. #14  
    KWKSLVR's Avatar

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    Default Re: KitKat Crashed My Moto X - unrecoverable

    Quote Originally Posted by Steve-x View Post
    Should be able to get it fired up again, not sure about saving the data though. I'd recommend a full reflash using rsdlite as was suggested a few posts back.
    It's certainly salvageable, and worth the effort. Especially if the alternative is getting some standard refurb that does not match motomaker selections. With a phone that new, I'd make a HUGE stink to Verizon, and in store to a manager as well. I would tell them that your business with Verizon was because of Motomaker and if they won't make it right, you'll just pay the ETF, go to AT&T and you'll never spend another dime with them. It was "their" update that bricked the device. It's not like you did something nefarious or that the device itself just took a crap. It was technically the direct result of a carrier update pushed to you. In my book, they should replace the device with something identical and either prorate the plan for the days you're without a device or provide a temp phone (I know fat chance on all that).
    davidnc likes this.
  15. Thread Author  Thread Author    #15  

    Default Re: KitKat Crashed My Moto X - unrecoverable

    Quote Originally Posted by planoman View Post
    I would try a factory reset.

    Back up all data on the internal memory.
    With the phone powered off, press and hold the Volume down key and Power key for 2-3 seconds until the the Boot options screen appears.
    Release the keys.
    Use the Volume down key to scroll to highlight Recovery.
    Press the Volume up key to select.
    The phone will display the Motorola logo then the Android recovery screen.
    Once the Android recovery screen displays, press and hold the Volume up key for 10-15 seconds.
    Quickly tap and release the Power key.
    The Android recovery screen will appear.
    Scroll down using the Volume down key to highlight Wipe data/factory reset.
    Press the Power key to select.
    Once the reset is complete, press the Power key to Reboot.
    Thanks for the advice, planoman. Unfortunately when I select "Recovery", it display the Motorola logo for about a second and then returns to the boot loader screen with the error message, "Failed to hab check for recovery: 0x56. Boot up failed".
  16. #16  
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    Default Re: KitKat Crashed My Moto X - unrecoverable

    I'd recommend posting this up on XDA. I'm some of the developers over there can help you out. Be sure to let them know what you've tried... Essentially it sounds like you are trying to recover from a bricked phone.

    Sent from my XT1060 using AC Forums mobile app
    davidnc likes this.
  17. #17  
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    Default Re: KitKat Crashed My Moto X - unrecoverable

    Quote Originally Posted by cbridgers View Post
    Thanks for the advice, planoman. Unfortunately when I select "Recovery", it display the Motorola logo for about a second and then returns to the boot loader screen with the error message, "Failed to hab check for recovery: 0x56. Boot up failed".
    At first I thought you might be pushing the buttons soon enough but.......
    Since you are getting an error message and its not just rebooting after pressing those keys it looks like you might have to RSDLite back to a stock image.
    Info can be found on XDA . I havent had to RSDLite my Moto X yet so instructions on XDA probably would be easier to follow then my instructuions.(they got vids showing to).It can be fixed and thus not have to have a refurb .Also you dont have to be rooted to use RSDLite to reflash a stock image.After RSD flash it will be back in a "out of box" condition.

    I had to RSDLite my DX though before. The first time it wouldnt even boot up.I had removed the OS entirely lol thats why no boot.
    I took to vzw they arranged to send me a refurd. They didnt have a clue as to what happened I knew but wasnt saying .The people at vzw cant suggest using RSDLite but some may give you some hints about "googling" how to fix.

    In the meantime I reseached about RSDLite .Once I watch the videos and understood what to do I wound up fixing it and sent the refurb back.Thus keeping my original phone
    weksa likes this.
  18. Thread Author  Thread Author    #18  

    Default Re: KitKat Crashed My Moto X - unrecoverable

    Quote Originally Posted by atakin77 View Post
    I'd recommend posting this up on XDA. I'm some of the developers over there can help you out. Be sure to let them know what you've tried... Essentially it sounds like you are trying to recover from a bricked phone.

    Sent from my XT1060 using AC Forums mobile app
    Thanks for the recommendation. I just posted to XDA.
  19. Thread Author  Thread Author    #19  

    Default Re: KitKat Crashed My Moto X - unrecoverable

    Quote Originally Posted by davidnc View Post
    At first I thought you might be pushing the buttons soon enough but.......
    Since you are getting an error message and its not just rebooting after pressing those keys it looks like you might have to RSDLite back to a stock image.
    Info can be found on XDA . I havent had to RSDLite my Moto X yet so instructions on XDA probably would be easier to follow then my instructuions.(they got vids showing to).It can be fixed and thus not have to have a refurb .Also you dont have to be rooted to use RSDLite to reflash a stock image.After RSD flash it will be back in a "out of box" condition.

    I had to RSDLite my DX though before. The first time it wouldnt even boot up.I had removed the OS entirely lol thats why no boot.
    I took to vzw they arranged to send me a refurd. They didnt have a clue as to what happened I knew but wasnt saying .The people at vzw cant suggest using RSDLite but some may give you some hints about "googling" how to fix.

    In the meantime I reseached about RSDLite .Once I watch the videos and understood what to do I wound up fixing it and sent the refurb back.Thus keeping my original phone
    Thanks, davidnc. This is good information. I just want to make sure I've exhausted all methods for recovering my data before I reflash and wipe.
  20. #20  

    Default Re: KitKat Crashed My Moto X - unrecoverable

    Quote Originally Posted by cbridgers View Post
    Wow!.. I just got off the phone with Verizon technical support. First of all, the tier-2 support personnel didn't even know what kitkat is. Also, they pointed out that since I can't boot the phone - or even get to the boot loader - that we would have to process a return and they would send me a *refurbished* moto x. That's right.. according to Verizon, the moto x warranty states that they only replace with refurbished phones!!
    Woahh don't do that... Call motorola

    Posted via Android Central App
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  21. #21  
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    Default Re: KitKat Crashed My Moto X - unrecoverable

    Quote Originally Posted by globster2000 View Post
    Woahh don't do that... Call motorola

    Posted via Android Central App
    I agree. I would call Motorola before you turn your phone into Verizon for a refurb. Motorola could probably fix it if a rep can't troubleshoot it, but you would not have your phone for at least a week. If you have an old phone you could use that while it is being fixed.

    P.S. I have a Droid Maxx and heard you all got the kitkat update. I was just browsing to see how things were going. GOOD LUCK with your phone!
    ~Janet~
  22. #22  

    Default Re: KitKat Crashed My Moto X - unrecoverable

    Hi Chris,
    globster2000 was kind enough to bring this to my attention. I strongly suggest you (and anyone else with an issue) post in the Moto support forums.

    You already have a thread open on your behalf here: https://forums.motorola.com/posts/2f48c25e46

    I have not seen this issue before. Normally this might occur if rooted however you indicate you aren't and have never been. I have a few questions but would very much appreciate you posting in the link above so I can ask them and perhaps bring some others into the discussion.

    Lastly, did you buy MotoCare, or are you simply relying on the standard warranty or Verizon's monthly fee device plan?

    I look forward to your reply.

    MK1151
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  23. Thread Author  Thread Author    #23  

    Default Re: KitKat Crashed My Moto X - unrecoverable

    Quote Originally Posted by mk1151 View Post
    Hi Chris,
    globster2000 was kind enough to bring this to my attention. I strongly suggest you (and anyone else with an issue) post in the Moto support forums.

    You already have a thread open on your behalf here: https://forums.motorola.com/posts/2f48c25e46

    I have not seen this issue before. Normally this might occur if rooted however you indicate you aren't and have never been. I have a few questions but would very much appreciate you posting in the link above so I can ask them and perhaps bring some others into the discussion.

    Lastly, did you buy MotoCare, or are you simply relying on the standard warranty or Verizon's monthly fee device plan?

    I look forward to your reply.

    MK1151
    Hi mk1151,

    Thanks for responding. I will certainly post at the link you provided.

    I did not buy MotoCare.. so standard warranty for me.

    Thanks,
    Chris
  24. #24  

    Default Re: KitKat Crashed My Moto X - unrecoverable

    Quote Originally Posted by cbridgers View Post
    Hi mk1151,

    Thanks for responding. I will certainly post at the link you provided.

    I did not buy MotoCare.. so standard warranty for me.

    Thanks,
    Chris
    I wish you luck chris. It may take some time to get things resolved, but I think this will be faster than the phone call to motorola because Matt and Mk1151 is probably the closest to the programmers who pushed out kitkat on verizon. They are probably waiting to troubleshoot problems from the recent OTA. By the way, all of your contacts should be synced to your google account since the moto x syncs contacts to your google account. Your calendar should also be synced to your google account as well. You may not have your SMS's, Photo's, nor pre-loaded apps... However, if at the end of the day you end up having to wipe your phone or get issued a new phone then you don't have to worry about the important contacts in your bricked phone being erased. Good luck. Let us know if the problem has been resolved.
  25. Thread Author  Thread Author    #25  

    Default Re: KitKat Crashed My Moto X - unrecoverable

    Quote Originally Posted by globster2000 View Post
    I wish you luck chris. It may take some time to get things resolved, but I think this will be faster than the phone call to motorola because Matt and Mk1151 is probably the closest to the programmers who pushed out kitkat on verizon. They are probably waiting to troubleshoot problems from the recent OTA. By the way, all of your contacts should be synced to your google account since the moto x syncs contacts to your google account. Your calendar should also be synced to your google account as well. You may not have your SMS's, Photo's, nor pre-loaded apps... However, if at the end of the day you end up having to wipe your phone or get issued a new phone then you don't have to worry about the important contacts in your bricked phone being erased. Good luck. Let us know if the problem has been resolved.
    Thanks, globster! You've been very helpful. Many thanks!
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