11-11-2016 01:29 PM
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  1. AC Question's Avatar
    I received an android update notification on my Moto X last week for lollipop (I think version 5.1) and I have had problems ever since.

    At first it seemed work fine after the update installed but then I noticed that I could not send texts via handcent (receive texts only). Also the stock email app would only display a blank white screen. I then got an error with some apps saying it could not load because Google Play Services (GPS) was not up to date. I tried to download GPS and it stopped downloading when it reached 57%. I tried to clear GPS cache and then I tried to uninstall GPS in order to reinstall it. Then a handcent text pop-up came in and I could not "x-out" the pop-up. That's when things really started to get buggy.

    Now when the phone is booted the initial Moto X animated screen is visible but then it goes into a black screen and the login screen never appears. If I let it sit for a few minutes it will occasionally display the time or a notification (voice message icon, etc) but swiping down does not unlock the phone. It just does a short vibrate and then goes black. Also the battery gets hot when it is left on (while the screen is black). Plugging the phone into the computer is not recognized as an external drive (probably because it doesn't boot properly). I tried booting in fastboot mode, recovery, then to wipe the partition cache (twice already) and it still does not properly boot.

    My first priority is to be able to access the internal memory to recover data that has not been backup up yet. Is it possible to do this before trying a factory reset? Is there a way to access the internal storage in fastboot mode or some other way?

    If the only option is a factory reset is there a way I try to recover data after a reset (data recovery tools, etc)? I don't mind doing a factory reset...just want to be able to access the data.

    Any help would be appreciated!
    technician199 likes this.
    06-26-2015 02:19 AM
  2. Claude Speed's Avatar
    What is your data?

    Sent from my eSTAR CRYSTAL using Tapatalk
    06-26-2015 03:58 AM
  3. Javier P's Avatar
    You could try wiping the cache partition. That's recommended after a system update. Here you can check the instructions. You won't lose any personal data with that process.

    http://forums.androidcentral.com/sho...d.php?t=465537
    06-26-2015 05:36 AM
  4. dj Blue Note's Avatar
    I have the Moto X 2013 and after the Lollipop upgrade I have a problem similar to yours. I am able to use the internet via my home wi-fi, emails, message,etc.One I leave the wi-fi signal I get the explanation point at the end of my bar signal and no access to the internet via my cellular signal.
    I have tried everything...cleared cache, wiped the phone clean with a re-boot, I was on the phone with T-Mobile tech support, even went to my local T-Mobile and had them insert a new sim card and nothing helped. Finally I contacted Motorola and via 'Chat' with a rep I explained my situation, to make a long story short...in the end, they wanted a $24.99 premium fee and $100.00 for the repair, Heck, right now the Moto X 2014 is available for $300 16 GB and $350 for the 32 GB. I have to think about this... however the problem still exists on my current phone, never have found a remedy yet.
    06-30-2015 12:20 PM
  5. b_slow1's Avatar
    I have the Moto X 2013 and after the Lollipop upgrade I have a problem similar to yours. I am able to use the internet via my home wi-fi, emails, message,etc.One I leave the wi-fi signal I get the explanation point at the end of my bar signal and no access to the internet via my cellular signal.
    I have tried everything...cleared cache, wiped the phone clean with a re-boot, I was on the phone with T-Mobile tech support, even went to my local T-Mobile and had them insert a new sim card and nothing helped. Finally I contacted Motorola and via 'Chat' with a rep I explained my situation, to make a long story short...in the end they are sending me a replacement phone exactly as I had ordered from Moto Maker over a year ago, however the problem still exists on my current phone, never have found a remedy yet.
    I had a problem like this with Mobile Data, which i just fixed this afternoon with the help of Tech Support from Motorola. I also have T-Mobile service and the guy I spoke to said that he's seen a few cases like this since the Lollipop update, all on T-Mobile phones. Maybe his solution for me will work for you as well:

    Go to Settings > More > Mobile Networks > Access Point Names.

    Click on the one that says, "T-Mobile US 260 LTE". Don't select it. Click on the left side of it so you can Edit it.

    Scroll through the settings. Make sure the following things are set correctly:

    MCC - 310
    MNC - 260
    APN type - default,mms,supl,hipri,fota (no spaces)
    APN protocol - IPv4/IPv6
    APN roaming protocol - IPv4/IPv6

    Click on the three dots in the upper right corner and Save.

    If T-Mobile US 260 LTE isn't the selected choice, select it now. Then, reboot the phone and test your mobile data connection with WiFi turned off.
    06-30-2015 06:58 PM
  6. dj Blue Note's Avatar
    Hey b_slow1...

    I spent time at three T-Mobile stores to perhaps finding someone experienced to deal with this problem and found no one, I called Motorola twice and tried to talk them out of charging me the $25 premium fee and $100.00 repair fee because this was not my fault, but because of the Lollipop upgrade, but they did not budge. Now, I took your advice and Bam ! your suggestion was successful. I can't say thank you enough...! So Thank You so much. You saved me from having to buy a new phone.
    TBolt likes this.
    06-30-2015 07:30 PM
  7. b_slow1's Avatar
    Hey b_slow1...

    I spent time at three T-Mobile stores to perhaps finding someone experienced to deal with this problem and found no one, I called Motorola twice and tried to talk them out of charging me the $25 premium fee and $100.00 repair fee because this was not my fault, but because of the Lollipop upgrade, but they did not budge. Now, I took your advice and Bam ! your suggestion was successful. I can't say thank you enough...! So Thank You so much. You saved me from having to buy a new phone.
    I'm glad it worked for you. It was driving me nuts as well, and I didn't want to have to pay for a refurbished/replacement phone from Motorola either. I've only had my 2013 Moto X for 7 months, so I had no desire to get rid of it already.

    I'm still not a fan of Android 5.1 because I've lost a lot of functionality, and didn't gain anything in return. I'm considering rooting the phone to go back to 4.4.4, but at least the mobile data is working again.
    06-30-2015 08:08 PM
  8. Heatherbot's Avatar
    Holy Crap! I have been beating my brain for the past 3 days trying to figure out WTF was wrong with my phone. I think this worked, so THANK YOU KINDLY!!
    06-30-2015 11:37 PM
  9. J Re's Avatar
    Thank You man.. YOU DA MAN for posting this.. spent all day yesterday on this issue. Came to the resolution I was gonna have to get another phone. I think I still will but at least now I don't have a dumb phone.. AWESOME AWESOME!!!
    07-01-2015 08:08 AM
  10. J Re's Avatar
    so essentially.. it's that the servers don't recognize ipv6.. they are using ipv4.. bc that's the only thing I changed..
    07-01-2015 08:09 AM
  11. Nishanth0202's Avatar
    I received an android update notification on my Moto X last week for lollipop (I think version 5.1) and I have had problems ever since.

    At first it seemed work fine after the update installed but then I noticed that I could not send texts via handcent (receive texts only). Also the stock email app would only display a blank white screen. I then got an error with some apps saying it could not load because Google Play Services (GPS) was not up to date. I tried to download GPS and it stopped downloading when it reached 57%. I tried to clear GPS cache and then I tried to uninstall GPS in order to reinstall it. Then a handcent text pop-up came in and I could not "x-out" the pop-up. That's when things really started to get buggy.

    Now when the phone is booted the initial Moto X animated screen is visible but then it goes into a black screen and the login screen never appears. If I let it sit for a few minutes it will occasionally display the time or a notification (voice message icon, etc) but swiping down does not unlock the phone. It just does a short vibrate and then goes black. Also the battery gets hot when it is left on (while the screen is black). Plugging the phone into the computer is not recognized as an external drive (probably because it doesn't boot properly). I tried booting in fastboot mode, recovery, then to wipe the partition cache (twice already) and it still does not properly boot.

    My first priority is to be able to access the internal memory to recover data that has not been backup up yet. Is it possible to do this before trying a factory reset? Is there a way to access the internal storage in fastboot mode or some other way?

    If the only option is a factory reset is there a way I try to recover data after a reset (data recovery tools, etc)? I don't mind doing a factory reset...just want to be able to access the data.

    Any help would be appreciated!
    Similar type of problem after the lollipop update, The active display works well, music plays when headphone is connected through jack and the camera opens on twist gesture but the unlock screen never appears.
    Is there a way to recover media storage in this state?
    07-02-2015 11:41 PM
  12. mech1164's Avatar
    Yep, I had to do this making sure it was set for ipv4 and 6. Now I'm having issues with the WiFi connection or to be more exact, lack of connection. Routers that previously worked in KK. Now it's saved or connection failure. Did factory reset twice already. Any ideas welcome.

    Posted via the Android Central App
    07-13-2015 12:09 AM
  13. technician199's Avatar
    Now when the phone is booted the initial Moto X animated screen is visible but then it goes into a black screen and the login screen never appears. If I let it sit for a few minutes it will occasionally display the time or a notification (voice message icon, etc) but swiping down does not unlock the phone. It just does a short vibrate and then goes black. Also the battery gets hot when it is left on (while the screen is black). Plugging the phone into the computer is not recognized as an external drive (probably because it doesn't boot properly). I tried booting in fastboot mode, recovery, then to wipe the partition cache (twice already) and it still does not properly boot.
    This started happening this weekend to my wife's phone. I'm having her contact Motorola and hopefully enough other people do too. We need to pressure them to fix their mistake. Very frustrating.
    07-13-2015 11:14 AM
  14. joaohp's Avatar
    I'm with the exactly SAME issue..
    Some news?
    07-18-2015 01:58 PM
  15. technician199's Avatar
    My wife didn't want to call. She bought an Alcatel Idol 3 and is loving it. She won't look back now. Me on the other hand, I'm going to see if I can fix it. Just haven't had the time yet. I'll let know. And please let me know what Moto customer service says, seems like they should do something about it.
    07-18-2015 02:15 PM
  16. technician199's Avatar
    I did a total factory reset, not just a cache wipe, following these instructions How to clear cache partition on Moto G and Moto X after Android Lollipop update? - Moto G Phone Guide The phone boots and runs fine. We will be keeping it as a back-up device in case my Nexus 5 melts down or we lose one. Hope this helps.
    07-19-2015 01:11 PM
  17. Brian Teasdale1's Avatar
    My phone did the same thing. I think this is all to do with the lollipop update. I can't believe Motorola is extorting $125 for repair. I feel a class-action lawsuit coming on.
    07-28-2015 06:22 PM
  18. AlexJCarr's Avatar
    I tried this, didn't clear up my problem. I'm having the exact problem as the OP. Any suggestions?
    08-05-2015 05:21 AM
  19. tmann202's Avatar
    Glad I checked back to see how people were faring with Lollipop. Sorry for your problems but thanks for posting. Guess I'll just keep force stopping the Motorola Update Services app whenever I reboot rather than risk messing up what for me is a perfectly good phone running the last KitKat version. Very frustrating whenever an "update" makes things worse. (I have the non-branded "T Mobile" phone on Cricket, aka AT&T).

    Posted via Android Central App
    08-12-2015 02:33 AM
  20. Kashyap_us's Avatar
    Thanks for the info this solved my problem in a jiffy. I wonder why tech reps don't know about this?
    08-26-2015 05:03 PM
  21. technician199's Avatar
    Yeah, try walking your mom through that over the phone! Normals couldn't do it. lol
    08-26-2015 05:33 PM
  22. mikilau's Avatar
    wondering how and if you got it fixed? having the same problems now
    09-17-2015 04:46 PM
  23. spineshade's Avatar
    So i see all of this and now got a message from my girlfriend that her moto x on Verizon updated and she is had issues with texts not sending u til. A few moments ago and google play services needs updating but Google play services keeps failing. We are going to try to clear the cache of that app and Uninstaller updates and such when she gets home. We are on Verizon so curious if others out in big red land are having this issue

    Posted via the Android Central App
    09-17-2015 07:57 PM
  24. rmn_cats's Avatar
    Yes spineshade, I'm on Verizon and am having the same problems as your girlfriend. My texts are actually sending, but they never say "sent", just say "sending". Google Play Services is not the most up to date version and I can't update any app at all from Google Play. The pin pad to unlock my phone with doesn't always pop up, the phone just is not locked, and the phone freezes constantly requiring my to re-start it. Oh, also the typing is really laggy for both email and texts and while texting the phone keeps offering too erase common words from it's word prediction.
    09-17-2015 08:13 PM
  25. KWKSLVR's Avatar
    Google Play Services will update itself on its own in the background. Any time you upgrade to a major OS release, I recommend plugging in the phone and walking away for a couple of hours. After that, reboot. Technically, a true factory reset is ideal but any major release can take a few days to sort itself out.

    Posted via Android Central App
    Tom in Bristol and dmark44 like this.
    09-17-2015 08:42 PM
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