Troubleshooting Custom Firmware Updates on Android Devices

The following guide outlines typical firmware update failures and the corrective actions you can take to ensure a smooth update process. This document provides solutions based on specific error messages that may appear during updates, with a focus on corrective measures.

1. OS Update Failed Due to Low Battery Level

• Error: The OS update has failed because the device's battery level is too low.
• Corrective Action: Ensure that the battery level is at least 30%. Once the battery reaches this threshold, the update process will be retried automatically.

2. OS Update Failed Since the File Was Not Readable or Missing

• Error: The update file is either unreadable or missing from the device.
• Corrective Action: Reassociate the Android custom firmware policy with the device and retry the update.
• Note: If the issue persists, contact support with the logs. Refer to the How to send log files to Mobile Device Manager Plus Support document for detailed steps on sending the logs.

3. OS Update Failed Due to Incompatible Version of the File

• Error: The OS update failed because the firmware file is not compatible with the device's OS version (e.g., a patch meant for Android 10 is applied to a device running Android 12).
• Corrective Action: Ensure that the correct firmware version is associated with the device. Double-check that the file matches the device’s OS version and is appropriate for the update. Reapply the policy with the correct version and retry the update.

4. OS Update Failed Due to Wrong Payload or Compression Algorithm

• Error: The update has failed because the file is not a firmware file.
• Corrective Action: Verify that the uploaded file is a valid firmware file. Re-upload the correct file and retry the update.

5. Failed Due to Unknown Error

• Error: The update has failed with an unknown error.
• Corrective Action: Reassociate the policy with the device and retry the update. If the problem remains unresolved, contact the support team to investigate the issue further.

6. OS Update Failed Since the Zebra System App Is Not Installed

• Error: The OS update has failed because the required Zebra system app is not installed on the device.
• Corrective Action: Push the OEM config app to the device(s). Ensure that the app is installed before initiating the OS update again.
• Corrective Action: Add the OEM app and distribute it to the device(s). Ensure that the app is installed before initiating the OS update again.

By following these corrective actions, you can resolve common errors encountered during custom firmware updates on Android devices.