Failure with OS update: Collecting logs and completing the update

Jolla Care -

This help article is mainly intended for those opting-in early access releases of SailfishOS. If you are downloading a public release and it would fail, the first part of this article details how to collect logs, but if you do not wish to do so you can skip directly to completing the update.

If at any time you feel you are in over your head, please contact Jolla Customer Support directly, and we will have other ways to help you.

CONTENTS

Note for Early access users: Prior to downloading and installing an OS update

1 Collecting logs of the failed update
1.1 Your device can still boot up to the UI or at least beyond the Jolla logo
1.2 Your device is failing to boot up further than the Jolla logo
1.3 Reporting the issue to Jolla Service & Support

2 Completing the update
2.1 Your device can still boot up to the User Interface or at least beyond the Jolla logo
2.1.1 Complete the update with the help of Developer Mode and Terminal
2.1.2 Resetting the device from Settings
2.1.3 Resetting your device with Recovery Mode

2.2 Your device is failing to boot up

Note for Early access users: Prior to downloading and installing an OS update

As an early access customer you should enable the Developer Mode in your Jolla before attempting an OS update. Do not forget to create and save the SSH password for you, either. All this is done in menu page "Settings > System > Developer mode".

This precaution makes it easier to collect log files from the device, should the update fail. The device may end up in a state where it is no more possible to enable the Developer Mode.

For the SSH connection to work over USB, add the usb_moded configuration allowing to connect by SSH even if system is not started fully.

devel-su
mkdir -p /var/lib/environment/usb-moded/
echo "USB_MODED_ARGS=-r" > /var/lib/environment/usb-moded/usb-moded-args.conf

 

1 Collecting logs of the failed update

This chapter instructs you on how to collect log files from your device for purposes of sending them to Jolla for investigation. The instructions below are mainly for power users, so if you simply want to try to fix your device, please jump to reading about Completing the update.

1.1 Your device can still be boot up to the UI or at least beyond the Jolla logo

Run the following commands in the Terminal app (if accessible), or else use an SSH connection (if it works) to collect some of the crucial information.

Now collect the logs from the device:

devel-su # if not done already
cp /var/log/systemboot.log /home/nemo

cp /var/log/zypp/history /home/nemo
rpm -qa > /home/nemo/rpm-qa.log
export COLUMNS=300; journalctl -a -n10000 > /home/nemo/journal-out.log
ssu lr > /home/nemo/ssu-lr.log

cd /home/nemo
tar -cvf Update-failure.tar systemboot.log history rpm-qa.log journal-out.log ssu-lr.log

1.2 Your device is failing to boot up further than to Jolla logo

Force your device to the Recovery Mode (support article in this link). Do as instructed in chapters 1 and 2. Then select action "4) Shell" in the menu. Type the following commands at the Telnet terminal:

mkdir -p /mylogs
mount -o defaults,subvol=@ /dev/mmcblk0p28 /mylogs
mkdir -p /myhome
mount  -o  subvol=@home  /dev/mmcblk0p28 /myhome

cp /mylogs/var/log/systemboot.log /myhome/nemo
cp /mylogs/var/log/zypp/history /myhome/nemo

umount  /myhome
umount  /mylogs

cd /myhome/nemo
tar -cvf Update-failure.tar systemboot.log history

 

1.3 Reporting the issue to Jolla Customer Support

Create a service request at Jolla Customer Support. Find file Update-failure.tar in "Mass storage" ( /home/nemo ) and attach it to your service request, please.

 

2 Completing the update

The chapters below provide many ways for achieving the same result: completing the failed update so that your device can start to function normally again.

Since update failure situations are quite unpredictable, you will need to explore the options below and reflect back to what your device is allowing you to do.

2.1 Your device can still be boot up to the UI or at least beyond the Jolla logo

2.1.1: Complete the update with the help of Developer Mode and Terminal

  • Please ensure that your Jolla is connected to the internet, preferably WLAN. Please also attach your Jolla to a charger.
  • Go to Settings > System > Developer Mode
  • Enable Developer Mode. Doing so will download the application “Terminal” from the Jolla Store.
  • Open “Terminal” from the end of your installed applications list, and type the following into Terminal. Press “enter” after typing in each line :
ssu release 1.1.4.29     #Put the version number of the latest release here
version --dup

When the process is done, restart the device by using the power button. When your device starts up, see the SailfishOS version in "Settings > System > About product".

Note for Early access users: If you had used SSH and created the usb_moded configuration previously, remove it now (or else your device will always enter the developer mode):

devel-su rm -rf /var/lib/environment/usb-moded/usb-moded-args.conf

 

2.1.2: Resetting the device from Settings

If you can’t access Developer Mode, or the above method does not work for you, we suggest you attempt performing a Device Reset from Settings. To read about resetting your device to factory settings, please see here.

 

2.1.3: Resetting your device with Recovery Mode

If alternatives 2.1.1 and 2.1.2 do not work for you, you will need to reset your device with the help of the Recovery Mode. Our Recovery Mode article will instruct you on doing this.

 

2.2 Your device is failing to boot up

If your device doesn’t seem to start up past the Jolla logo, please reset your device using Recovery Mode. Follow the instructions in chapter 3. You are supposed to reset your device to factory settings, and then update the OS in the normal manner by using the UI of the device. Do not install any apps before upgrading the OS.

Check the SailfishOS version in "Settings > System > About product".

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