Downloading OS update fails

Jolla Care -

Sometimes the download of an OS update fails unexpectedly.  Or else there might be the error message "Update size cannot be determined". This article has some advice on how to recover from this situation.


CONTENTS

1. Common issues

2. Eliminating possible conflicts

2.1 The phone does not indicate the availability of an update at all

2.2 Unable to determine update size

2.3 Download starts but gets interrupted before complete

3. The problem persists - collecting logs for Jolla R&D to investigate

 

 

1. Common issues

One of the typical reasons for a download failure is that the device does not have free storage space left for the update to be downloaded and processed.

We recommend making at least some 3-4 GB of free space to the internal storage of your device before starting the OS download (if the storage is full). Move your pictures, videos and other big files to your SD card (or to your PC or to cloud service).  Check the space in "Settings > Storage".  You should have 3 GB or more available.

Also, there are some apps from OpenRepos application distribution that typically cause problems when updating the OS. Please uninstall those apps before you proceed to update.  Apps that have frequently caused problems are Phonebook, Callrecorder, Defender, Aliendalvik Control and Patchmanager, but there may be more of them. Check the release notes of the OS update you are aiming to install.

 

 


2. Eliminating possible conflicts

 

 

2.1 The phone does not indicate the availability of an update at all

After running the command "Check for updates" in the pulley menu of page "Settings > Sailfish OS updates", the phone replies "Up to date".  What should be done?

Please read the PREREQUISITES chapter here and follow the advice. Visit page "Sailfish OS updates" again and try to get an update.

 

 

2.2 Unable to determine update size

Read this help article and do as requested in it.

 

 

2.3 Download starts but gets interrupted before complete

Sometimes the problem has turned out to be that the Store client (on the device) and Store backend (on Jolla internet) are not in sync with each other. We will try to eliminate some of those conflicts here.

We need to go to the command line, i.e. use the Terminal application. You get this app by enabling the Developer mode (link to instructions). Remember to set the SSH password for yourself, too. Even a better tool would be to use the SSH connection from Putty app on PC - see this article.

Now, open either the Terminal app or Putty terminal.   Issue the following commands one-by-one followed by the Enter key:

cd $HOME
devel-su     ###  you will need to type your SSH password here
pkill store-client
rm -rf /home/.pk-zypp-dist-upgrade-cache/*

## Note options a) and b) next.

## a) Use this command for Sailfish OS 2.2.0 or earlier: rm -rf ./.cache/store-client/os-info

## b) Use this command for Sailfish OS 2.2.1 or later: rm -rf ./.cache/sailfish-osupdateservice/os-info
exit
reboot

Your Sailfish device will restart now. Once up and running, visit menu page "Settings > Sailfish OS updates" and seek for updates. You should see the latest OS version available. Download and install it.

Best of luck!
 

 

 

3. The problem persists - collecting logs for Jolla R&D to investigate

In case OS download keeps failing, please run the following commands to collect detailed logs from your device.

cd $HOME
cp /var/log/systemboot.log ./
cp /var/log/systemupdate.log ./
cp /var/log/zypp/history history.txt
rpm -qa | sort > rpm-qa.log
devel-su journalctl -a --no-pager -n10000 > journal.txt
ssu lr > ssu-lr.txt

tar -cvf update-failure.tar systemboot.log systemupdate.log history.txt rpm-qa.log journal.log ssu-lr.log

Then, file a request to Jolla customer support and attach the file update-failure.tar from your phone to, please.


Thank you!

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