system update fails on Moto G5 Plus

[Little Squirt]

I just got a new Moto G5 Plus a few days ago and am trying to get it set up correctly. I checked for system updates and there was one available so I downloaded it today and then tried to install it, but after rebooting automatically it just gives me a screen with an up arrow and a down arrow, a little start icon, a picture of Android laying on his back with the flap over his stomach open, and then a bunch of numbers on the bottom of the screen like "AP fastboot flash mode secure", "battery okay", a serial #, "connect USB data cable", "software status official" Etc. But when I tap on any of those items it just sits there like the screen is frozen and does nothing. Please help because I am not very techy. Thank you.

 

[Little Squirt]

Sorry. I guess I put this under the Moto G 5S area by mistake. Could one of the moderators please switch this over to the correct forum? Thanks.

 

[Javier P]

Welcome to the forums. Something similar to this?

Is it a brand new phone or second hand? Did you root or unlock it? If it's a brand new phone I'd recommend you to ask for a replacement.

I moved your thread to the correct forum.

 

[Golfdriver97]

I agree with @Javier P. If it's new, get it exchanged.

 

[Little Squirt]

Welcome to the forums. Something similar to this?

//uploads.tapatalk-cdn.com/20171211/b2859b4756955967b63ae95e7d95654e.jpg

Is it a brand new phone or second hand? Did you root or unlock it? If it's a brand new phone I'd recommend you to ask for a replacement.

I moved your thread to the correct forum.

Yes very similar to that picture, Javier. I have no idea how to root a phone but I bought it from B&H on sale on Cyber Monday, brand new, unlocked. So what do I tell them is wrong with it? Should I exchange it or try to just get a refund? I'm using mint Sim for my carrier. Would that affect it in any way?

This is our first smartphone, although I have a couple of tablets I've been using before, but I didn't think that smartphones would be that much different to operate or set up.

PS. Thanks for putting this in the right thread Javier.

 

[Javier P]

Yes very similar to that picture, Javier. I have no idea how to root a phone but I bought it from B&H on sale on Cyber Monday, brand new, unlocked. So what do I tell them is wrong with it? Should I exchange it or try to just get a refund? I'm using mint Sim for my carrier. Would that affect it in any way?

This is our first smartphone, although I have a couple of tablets I've been using before, but I didn't think that smartphones would be that much different to operate or set up.

PS. Thanks for putting this in the right thread Javier.

Sorry, I don't know how the return policies work in those sites, or in the States in general, I live in Brazil Here I would take the phone to a Motorola official repair center and use the warranty. Not sure how easy this could be in your case.

Also, you can take a picture of that screen to help explaining what the problem is.

Maybe @Golfdriver97 knows a better and easier way to get your phone exchanged.

 

[Golfdriver97]

I would be honest. Take the receipt and say an update caused it to be useless. You might want to be fast about this. The return limit may end soon.

 

[Little Squirt]

Ok, thanks to both of you. B&H is in New York and I'm in California so I guess I'll have to call them about it tomorrow. I'd still like to know what that screenshot that you attached means or indicates, if you can tell me Javier?

 

[korab84]

Ok, thanks to both of you. B&H is in New York and I'm in California so I guess I'll have to call them about it tomorrow. I'd still like to know what that screenshot that you attached means or indicates, if you can tell me Javier?

Call Motorola's support line, 800-734-5870, and they may replace your phone.

 

[Little Squirt]

Update!!

I finally got all three updates downloaded last night somehow. I had read online somewhere, (maybe in these forums?) that one person couldn't get his security updates either until he took off the rubber Edged case that he had on his G5 Plus. So as a last resort, I removed the "Cimo heavy duty shock absorbing Protection cover" that I had bought from Amazon and put around the edges of my G5 Plus and then surprisingly, my downloads started to go through, so I got the January, May, and August security updates one at a time last night. I couldn't see anything that was being blocked by the case but he had said that there was a hidden sensor at the top of G5 plus's that some cases may block. So I hope this information will help someone else also that is having trouble getting their G5+ security upgrades.

 

[Javier P]

Update!!

I finally got all three updates downloaded last night somehow. I had read online somewhere, (maybe in these forums?) that one person couldn't get his security updates either until he took off the rubber Edged case that he had on his G5 Plus. So as a last resort, I removed the "Cimo heavy duty shock absorbing Protection cover" that I had bought from Amazon and put around the edges of my G5 Plus and then surprisingly, my downloads started to go through, so I got the January, May, and August security updates one at a time last night. I couldn't see anything that was being blocked by the case but he had said that there was a hidden sensor at the top of G5 plus's that some cases may block. So I hope this information will help someone else also that is having trouble getting their G5+ security upgrades.

Great news! Glad you managed to solve your problem and thanks for the follow up! It'll be very helpful for other users with a similar problem.

It's possible that the case was a bit too tight and was pressing the power and volume key. I would try a different case to avoid this problem.

 

[Little Squirt]

Great news! Glad you managed to solve your problem and thanks for the follow up! It'll be very helpful for other users with a similar problem.

It's possible that the case was a bit too tight and was pressing the power and volume key. I would try a different case to avoid this problem.

Thanks. Actually I already purchased a Belk wallet type case from Amazon immediately after I got my Cimo case because the pictures of the Cimo they showed in the Amazon ad made me think that it covered the entire phone because of the way they had the two halves of the Moto G5 Plus facing each other in their photo. Anyway I already put on the new wallet case as soon as the three security updates downloaded last night and really like it so far.