Why does the firmware update keep failing?

[AC Question]

Every time I try to update my phone, the update winds up failing.

Phone: Alcatel Onetouch Evolve 2
Current Firmware Version: 4.4.2-C2VUPV0
Update trying to install: 20160122_185807

Every time I press to have it install, it starts to, then has an error and fails. I then get this message
"Error!
Installing update...
Verifying current system...
"/custpack/JRD_custres/app/JrdGallery-res.apk" has unexpected contents.
Update.zip is not correct
Installation aborted.

On the same screen, I'm greeted with the following as well as several choices.
"Android system recovery <3e>

reboot system now
apply update from ADB
apply update from sdcard
apply update from cache
wipe data/factory reset
wipe cache partition
backup user data
restore user data"

I always choose to reboot as it at least brings the phone back to how it was before it attempted to update. So I decided to take the phone in to our service provider and they couldn't figure it out either. They choose to wipe cache partition and that didn't work either. They then said we may need to factory reset. Problem is, I don't have the first clue how to back up the data on the phone (mainly phone numbers and such) and we also do not have an sd card for it.

Does anyone have any idea what I can do or what this error is or how to fix it? When the phone guy looked it up, he said the error wasn't even in the system.

 

[anon(632115)]

Are sure that's the correct update for you device? The error message suggests it may not be

 

[fallior]

It's the update that keeps automatically downloading on it's own for my device. So yes, it has to be unless android keeps sending and automatically downloading an incorrect update.

 

[anon(632115)]

Has the phone been modified (rooted)? Who is the provider? Must admit I couldn't find a ROM with that current firmware that you have

 

[fallior]

Our provider is MetroPCS. Got the phone brand new from them and never did anything to it. Just calls, texts and a couple apps, that's all. No custom firmware or modifications.

 

[anon(632115)]

I think it best to speak with them. I couldn't find much info about firmware for your device. Sorry I couldn't help

 

[fallior]

I did, they have no idea what to do or how to help.

 

[anon(632115)]

Have you talked to them about exchanging it? Have you tried contacting Alcatel? They may well have a forum offering customer support or at least a service centre you could email. Beyond that I really am sorry I haven't been able to help.

 

[fallior]

This phone actually was an exchange weirdly enough. Our old phone was about to have it's service shut off because it was too old, so they offered this phone for free in exchange.
No, have not contacted Alcatel directly, but I will.

 

[mehigh101]

Welcome to AC!
Flash the firmware manually by computer via USB cable.
Sent from my Samsung Galaxy S7 Edge SM-G935F