Help My NEXUS 5X got an update yesterday and it's destroyed! What to do???

j777g · Dec 9, 2017

Hello all of you!

I got an update yesterday (Dec-08-2017) for my Nexus 5X, (was in use for less than a year) I was happy like most android users every time we get an update from google.

I can't recollect what were the details of the update, all I know is that when the phone got restarted I had the Android guy laying flat with a red exclamation mark on him. (Dead android)

From that point, there was nothing that could save the phone, tried all kinds of hard resets, I get to the dead android screen.

Spent time on the phone with google, and was shocked to learn that they won't stand behind their update and instead got referred to LG :-(

Any help please!!!
Thanks!

Hadron · Dec 10, 2017

That sounds like you are in recovery mode, which probably means your ROM was messed-up by the update. A reset won't fix that (it just erases data). The DIY fix would be to download a factory image and try to flash that (instructions shouldn't be too hard to find).

I've no words for Google trying to pass the buck to LG on a Nexus device that was messed-up by a Google update. Maybe you just got an out of their depth customer service rep and would have better luck trying again and speaking to someone different?

lunatic59 · Dec 10, 2017

j777g said:
From that point, there was nothing that could save the phone, tried all kinds of hard resets, I get to the dead android screen.

As @Hadron stated, you're going to have to flash the factory firmware. You can find it here along with specific instructions how to do it. You need to read carefully because there are a few commands specifically for the 5x that I saw that have been introduced with Oreo. FWIW, it was probably the update to 8.1 which appears to be the latest release for that device.

Once you've read through the instructions if you have any questions before you attempt to flash it, just ask. It looks a little daunting but it's really quite easy for Nexus devices and there's precious little you can do to mess it up (assuming that the problem isn't a hardware failure).

Hadron said:
I've no words for Google trying to pass the buck to LG on a Nexus device that was messed-up by a Google update.

Yeah, Microsoft does the same thing when an update messes up a PC. Part of the terms of the license agreement between Google, the manufacturer and the user is that the manufacturer of the device is responsible for support.

Hadron · Dec 10, 2017

lunatic59 said:
Yeah, Microsoft does the same thing when an update messes up a PC. Part of the terms of the license agreement between Google, the manufacturer and the user is that the manufacturer of the device is responsible for support.

But the difference is that a Windows update is generic, not tailored to the specific hardware the manufacturer has made. The update for a Nexus is built for that device (like any Android update), and by Google rather than by the manufacturer as it would be for other phones. So it's not quite analogous.

A quick check reveals that warranty support for the 5X probably depends on who you bought it from. If it came direct from Google then it's their problem. For Project Fi you talk to Fi, while for others they suggest speaking to LG.

j777g · Dec 10, 2017

Hadron said:
But the difference is that a Windows update is generic, not tailored to the specific hardware the manufacturer has made. The update for a Nexus is built for that device (like any Android update), and by Google rather than by the manufacturer as it would be for other phones. So it's not quite analogous.

A quick check reveals that warranty support for the 5X probably depends on who you bought it from. If it came direct from Google then it's their problem. For Project Fi you talk to Fi, while for others they suggest speaking to LG.

Thanks for all of you,

So I called google today again for the last time before I install another software myself, was told that it's LG's fault again, was transferred to LG, was told that it's not a hardware issue, it's actually a software issue, the hardware is totally fine and so, I should contact google.

So disappointing!

The situation actually took me back 5-6 years ago, when I bought here in Canada a the LG OPTIMUS 2X, it was supposed to be one of the best if not the best android device at the time, the world's first smartphone with a dual-core processor.

https://en.wikipedia.org/wiki/LG_Optimus_2X

My device has never got an update, nor any customer in my wireless company.
The software stayed on android 2.1 or so. LG were blaming google for not providing them an update, google blamed LG for not delivering it and the network provider was staying in the middle and just blaming them both. It was a mess.

I guess no more LG electronics for me.

Thank you all!

Deleted User · Dec 11, 2017

Wow that's extremely poor support from LG/Google.

codesplice · Dec 11, 2017

Quick point of clarification... you won't be able to flash the factory image linked above unless you had already unlocked your bootloader.

You can, however, sideload the OTA image to see if it would help. There are some step-by-step instructions here to walk you through the process:
Applying a Rescue OTA to a Nexus 5X

lunatic59 · Dec 11, 2017

codesplice said:
Quick point of clarification... you won't be able to flash the factory image linked above unless you had already unlocked your bootloader.

You can, however, sideload the OTA image to see if it would help. There are some step-by-step instructions here to walk you through the process:
Applying a Rescue OTA to a Nexus 5X

Ugh, yes, you are correct. I always forget that step because my Nexii bootloaders were unlocked on day 2 of ownership.

Sideloading the OTA should theoretically get you updated so you can boot your 5x. Then, I'd suggest unlocking the bootloader and then reflashing everything, just to make sure you have the cleanest system possible.

Help My NEXUS 5X got an update yesterday and it's destroyed! What to do???

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