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Republic Help Updates

316 posts

Hello again. We hope you had a great week.

 

We had a quiet week this week, with no surprises and good pick up on the ongoing MRs for G and X.

 

As always, here’s the full back catalog of past updates:


[If the OS release process is new to you, please see this PWK blog post for some background on what goes into the OS release process.]
Updates in progress:

  • Moto G (1st Gen) Lollipop is fully available and over 93% of members have downloaded it.  We have reached the peak of installs for this update now.  There will always be some members who decide not to update, so as of today, we are removing this update from the report moving forward.
  • Moto X (1st Gen) EMR is at the same point as the Moto G MR, so as of today, we are removing this update from the report moving forward.
  • Moto X (1st Gen) Lollipop was at 85.6% this morning. That’s the big jump we were expecting.  Again, we’ll be sending out reminders to those who haven’t downloaded it yet starting this week. This, too, is peaking out, so we’ll take this one out of the report.

 

Remaining Updates to complete:

 

Moto E (1st Gen.) - We are starting QA shortly for this build and are looking to get the internal dogfood process started as soon as possible afte that. If there are no issues discovered, we will then start the SLATE and Lab entry process.  As we mentioned last week, we are still a few weeks away (but a week closer !)  from this being ready to go.  We will let you know a more concrete plan when we are through the QA process.

 

Moto E (2nd Gen.) -  No news is good news here.  SLATE testing started on Monday, and we are still following the plan of record from last week.
Current estimation dates for Moto E (2nd Gen.) are shown below:

  • If there are no issues discovered in SLATE, we will enter the lab on Monday, February 15th.
  • We’ll do a public soak test with a small number of our members immediately following, starting on Monday, February 22nd.
  • We’ll roll out the Over the Air (OTA) update to the Moto E (2nd Gen.) phones starting on Monday, February 29th with the same staggered rollout process we have used for the other phones. 

 

We are really pleased with the progress of the uptake on the X and the continued progress on the both versions of E. 

 

We will give you a progress report again next week.

 

As always, stay WiFi my friends.

 

sarahd

New My Account Portal

Posted by sarahd Feb 4, 2016

Back in November of 2015, we announced that we were testing a new version of the My Account portal. We then had to remove the new portal due to a technical glitch. We have since resolved the technical issues and are rereleasing the new portal again today.

 

Before we get into the details of the new portal, we wanted to give you a little background as to why this new portal is so important. To get the full story, we talked to LesJ from our Development team and MatthewB from the User Experience team.

 

From a technical perspective, LesJ said, “If we were going to move forward with the portal, we were going to have to rebuild it from scratch." The previous portal architecture was written with a framework we no longer use, so in order to enable new feature development, we rebuilt the portal in the same architecture that our website is built on. With this foundation in place, we’ll be able to spin up new features more quickly and easily moving forward.

 

From the UX perspective, MatthewB has been studying our users for two years and knows that what is important for our users’ experience is building the relationships between the user, phone, and service. This portal redesign brings these three components together in the user views. While not all the actions are available yet, the changes being rolled out today give us the framework to build in rich account management features in the future.

 

So while you may not notice any new features right now, this new architecture will give us the ability to not only add new features to the portal, but we will be able to do so more quickly and efficiently going forward. Go team!

 

Here’s a preview of what we’ve been working on. The legacy portal will remain fully functional until all tools and features have been moved to the new one.

 

 

 

Manage Service Lines.png

 

 

 

In the new portal, you can:

 

  • View service line information.
  • Cancel a service line.
  • View orders and invoices.
  • Update your email address, password or payment info.

 

To get access to the new portal, there is a banner at the top of the current portal after you sign in. Click on Check it out and you'll be directed to the new portal.

 

New My Account Portal Banner.png

 

The new portal is pretty intuitive, but just in case you need step-by-step instructions, we've added tutorials to the following existing documents.

 

For future reference, we're calling the original portal, the Legacy Portal and the new portal, the New Portal in documentation.

 

 

We hope that you like the new portal and we'll continue working to add new features.

 

Thanks for reading!

Here’s the latest news on the MR updates.  MR’s continue to roll out for G and X, with E2 and E1 coming shortly.

 

As always, here’s the full back catalog of past updates:


[If the OS release process is new to you, please see this PWK blog post for some background on what goes into the OS release process.]


Updates in progress:

  • Moto G (1st Gen) Lollipop is fully available and 92.5% of members have downloaded it. A slight improvement over last week, and we’ll be sending out reminders to those who haven’t downloaded it yet starting this week.
  • Moto X (1st Gen) EMR is fully available and over 94% of members have downloaded it. This is a really awesome number to see.
  • Moto X (1st Gen) Lollipop was at 73% this morning. That’s the big jump we were expecting.  Again, we’ll be sending out reminders to those who haven’t downloaded it yet starting this week.

 

Remaining Updates to complete:

  • Moto E (1st Gen.) - We are still queued up to fully test this build.  We have received an updated  build and this is next in line to go through the full QA process.  When we have completed QA, we will go an internal dogfood (i.e use it ourselves) for a few weeks, and if there are no issues discovered, we will then start the SLATE and Lab entry process.  We are still a few weeks away from this being ready to go.  We will let you know a more concrete plan when we are through the QA process.

 

  • Moto E (2nd Gen.) -  We have been pushing very hard to get this build out, and have tried to compress the schedule (as we have communicated) to try and cut a couple of corners.  Unfortunately, when something goes wrong, that sets us back.  We discovered an issue late last week that resulted in us not being ready for lab entry this week.  The next available lab entry slot is February the 15th.  That actually gives us the time to do QA and SLATE in sequence, rather than in parallel, giving more breathing room to get any remaining issues ironed out.   We are doing everything in our power to avoid further delays.

 

Current estimation dates for Moto E (2nd Gen.) are shown below:

  • SLATE will officially start on Monday, February 8th, but if we can start earlier, we will.
  • If there are no issues discovered in SLATE, we will enter the lab on Monday, February 15th.
  • We’ll do a public soak test with a small number of our members immediately following, starting on Monday, February 22nd.
  • We’ll roll out the Over the Air (OTA) update to the Moto E (2nd Gen.) phones starting on Monday, February 29th with the same staggered rollout process we have used for the other phones.  We were targeting some time in February for this release, and the leap year may give us that one extra day we need.

 

This update isn’t as full of good news as previous ones, and we understand that this may be frustrating for some, but it is imperative that we get the quality of these releases where they need to be before we release them.

 

We will give you a progress report again next week.

 

As always, stay WiFi my friends.

 

It’s that time again.  Time to update you on what’s going on and what’s upcoming for the Lollipop MR’s on your phones.

 

As always, here’s the full back catalog of past updates:


[If the OS release process is new to you, please see this PWK blog post for some background on what goes into the OS release process.]

 

Updates in progress:

 

Remaining Updates to complete:

  • Moto E (1st Gen.) - We have received a new build from our partners to address the issues we discovered.  We are queued up with QA to do a full test regression on the software. Firm dates are pending the QA test results.

 

  • Moto E (2nd Gen.) -  We are pushing to get the quality where it needs to be for audio on this device.  We were slightly delayed going in to SLATE by a couple of days, but are pushing to stay on the lab schedule.
    Current estimation dates for Moto E (2nd Gen.) remain unchanged:
    • If there are no issues discovered in SLATE, we will enter the lab on Monday, February 1st
    • We’ll do a public soak test with a small number of our members immediately following, starting on Monday, February 8th.
    • We’ll roll out the Over the Air (OTA) update to the Moto E (2nd Gen.) phones starting on Monday, February 15th with the same staggered rollout process we have used for the other phones.

 

We will continue to update you on the progress of these two remaining updates.  See you next week.

 

As always, stay WiFi my friends.

 

Ok, here’s the next installment of the progress on the Lollipop software updates for your Moto X (1st Gen) and Moto E (1st & 2nd Gen.) phones.  Sorry we didn’t get this out yesterday as promised, but we were waiting for some news on the progress.

 

As always, here’s the full back catalog of past updates:


[If the OS release process is new to you, please see this PWK blog post for some background on what goes into the OS release process.]

 

Updates in progress: Moto X (1st Gen) EMR is at 94% and the Moto G (1st Gen) Lollipop MR is at similar levels.

 

Moto X (1st Gen.) - We are rolling today as planned. We had 80% uptake on the soak and very good results.
Here is the current remaining plan:

  • The Lollipop update will be a staggered rollout, starting at 20% today.
  • We’ll take a look at the support impact to make sure we are helping those customers who are having issues as quickly as we can, and will roll another batch on Monday.


Moto E (1st Gen.) - QA (Quality Assurance) is still cranking on this build. We will more than likely need to get a new build from our partners to address some issues we have discovered.  Firm dates are pending getting the quality to where we want it for your our members with this phone.

 

Moto E (2nd Gen.) - This device needed to go back through SLATE, and unfortunately, some new issues were discovered that require us to get another build from our partners. This needs to be tested and qualified.  This has meant a delay in the schedule.
Current estimation dates for Moto E (2nd Gen.):

  • We will re-enter SLATE on Monday, January 25th for a 1 week cycle.
  • If there are no issues, we will enter the lab on Monday, February 1st (changed from January 18th)
  • We’ll do a public soak test with a small number of our members immediately following, starting on Monday, February 8th
  • We’ll roll out the over the air (OTA) update to the Moto E (2nd Gen.) devices starting on Monday, February 15th with the same staggered rollout process we have used for the other devices

 

Like last week, a mix of good news and a couple of unavoidable delays.  Next week, we’ll report on progress of the X rollout and both the Moto E (1st Gen.) and Moto E (2nd Gen.).

 

Thanks for playing, and don’t forget to tip your waitstaff.

 

As always, stay WiFi my friends.

 

Week 2 of 2016.  Only 347 days until Christmas. Time flies...

 

Here’s the next installment of the progress on the Lollipop software updates for your Moto X (1st Gen) and Moto E (1st & 2nd Gen) devices.

 

If you are fan of binge reading, or for those new to these updates, here’s the full catalog of past updates:


[If the OS release process is new to you, please see this PWK blog post for some background on what goes into the OS release process.]


Moto G (1st Gen.) - We said we would remove this from the report, but we wanted to share the download numbers

 

As of yesterday, 89% of Moto G customers had updated to Lollipop. This looks like it has solved a lot of the calling and messaging experience issues, and you are giving us great feedback about it.  You can read comments about experiences on this Community thread. This is awesome. 

 

If you haven’t updated yet, here are the instructions to get you ready.

 

Moto X (1st Gen.) - We didn’t make the 6th due to a delay on exiting the lab, but that gave us some time to rectify an issue with the availability of the previous OTA. We DID get rolling on the 11th as originally planned for the soak test. We are off and running.


Here are instructions for the soak test, we’ll keep this updated as we learn from the soak. If you want to read others’ experiences with the soak and add your own, see this Community thread.

 

Here is the current remaining plan (if the soak doesn’t turn up anything):

  • We’ll roll out the over the air (OTA) update to the Moto X (1st Gen.) devices starting on Wednesday, January 20th. Motorola will be observing Martin Luther King Day on Monday.
  • It will be a staggered rollout, starting at 20% and we’ll determine the full rollout schedule as we monitor progress.


Moto E (1st Gen.) - We have discovered a few issues in the QA process, and are expecting a new build this week.  No firm lab entry date set for this at the moment until we get sign off from our QA team.

 

Moto E (2nd Gen.) - This is an update to the current Lollipop build to resolve the audio issue that has been affecting some of you.  We unfortunately missed the Lab Entry on the 11th due to some last minute issues we wanted to double check. We are delayed until January 18th to get to the lab.
Current estimation for dates:

  • If we enter the lab on the 18th and get a 1 week lab cycle, we’ll exit the lab on Friday, January 22nd
  • We’ll do a public soak test with a small number of our members immediately following, starting on Monday, January 25th
  • We’ll roll out the over the air (OTA) update to the Moto E (2nd Gen.) devices starting on Monday, February 1st with the same staggered rollout process we have used for the other devices

 

A mix of good news and a couple of unavoidable delays, but we are getting closer to the goal of updating these devices for you.

 

More to come next week on the progress of the remaining phone updates.

 

As always, stay WiFi my friends.

Today, January 11, we’ll begin the Lollipop 5.1 system update soak for 5,000 Moto X (1st Gen.) users. If all goes well with the soak, we’ll release Lollipop 5.1 to production in 20% increments starting on January 20, 2016. Please follow the steps in this guide very carefully when preparing for, downloading and installing the update.

 

  • Updated On January 20, we began rolling Lollipop 5.1 to 20% of Moto X (1st Gen.) users.
  • Updated On January 25, we released Lollipop 5.1 to an additional 20% of Moto X (1st Gen.) users.
  • Updated On January 26, we released Lollipop 5.1 to an additional 20% of Moto X (1st Gen.) users.
  • Updated On January 27, we released Lollipop 5.1 to an additional 20% of Moto X (1st Gen.) users. - As of today, all users can manually download the update.
  • Updated On January 28, all Moto X (1st Gen.) users have received an update notification and can access the update.

 

Release Notes

In addition to Motorola’s Lollipop release notes (which includes the Stagefright Security Vulnerability patches 1 and 2), we’ve added some important updates:

 

Screenshot 2016-01-28 at 3.36.42 PM.png

 

 

 

 

 

 

Before You Update

Before you download and install Lollipop 5.1, there are some things you need to know and prepare for. The following items will help to ensure that your update goes as smooth as possible:

 

  1. Make sure you have the latest update on your phone.
    In order for you to be able to install Lollipop 5.1, you need to have the most recent software version on your phone (
    Software Version: 212.154.2.ghost_row.RepublicWireless.en.US). Please follow the below steps to check which software version you currently have:

    1. Tap Apps.
    2. Tap Settings.
    3. Scroll to the bottom and tap About phone.
    4. Scroll to the bottom and under System version, it should have 212.154.2.ghost_row.RepublicWireless.en.US. If it doesn't, then you'll need to check for additional system updates by following these instructions.

  2. Make sure your Republic app is updated.
    You’ll need to be on the most up to date version of the Republic Wireless app. You should already be on the latest version, but if not, you can go to the Play Store on your phone to check:

    1. Tap Apps.
    2. Tap Play Store.
    3. Tap Menu in the top left corner.
    4. Tap My apps & games.
    5. Scroll until you find Republic Wireless and tap on it.
    6. Tap Update. (Note: If you don’t see an Update button, then you’re probably already on the most up to date version 2.1.0.2157).

  3. Check the amount of available space on your phone.
    Your phone will need enough space to download and install the update. This update is around 682MB, but you’ll need to have at least 850MB of space available in order for your phone to run properly.

    To check how much space you have:

    1. Tap Apps.
    2. Tap Settings.
    3. Under Device, tap Storage.
    4. The amount of free space is listed under Available.

    If you don’t have enough space for the update, you can make some room by backing up your files
    on your computer. Photos and videos can be synced to your Google account by following the instructions here.

  4. Back up your files.
    Prior to installing a new operating system, it's a good idea to back up all your photos, videos and other files just in case. You can either transfer everything to your computer or you can back up photos and videos on Google by syncing them to the cloud.

    If you've encrypted your phone, you have a higher chance that you'll have to perform a factory reset after installation. Please back up all of your files prior to installing the update.
  5. Clear your phone's cache.
    When you download the update, it's stored in your phone's cache so it's important that there is enough space. See Clearing the Cache (KitKat) for instructions.

    Make sure to clear your cache before you download the update. If you clear your cache after you download the update, you will remove the update and won't be able to get it back until it's been released to everyone.

  6. Charge your phone.
    Plug your phone in to charge, or make sure your battery is at least 50% charged before installing system updates. See Charge My Phone for more info.

  7. Connect to a WiFi network.
    Your phone must be connected to WiFi to install system updates. See WiFi (KitKat) for more info.

  8. Make sure your phone isn't rooted.
    Operating system updates are designed to work with the phone's original software. If your phone is rooted or modified, we can't guarantee that the update will work properly or be able to predict its effect on your Republic phone. See Rooting and User Modification for more info.


 

 

Installing the Update

You should receive a notification on your phone letting you know there is an update ready to download and install. If not, you can check your phone’s settings to see if one is available. Keep in mind that the release for this update starts with 5,000 users for the soak (randomly selected) on January 11, and the remainder will be staggered starting January 20, so please be patient. For step by step instructions for either scenario, please go here.

 

Since this update is upgrading to a new operating system, it’s going to take at least an hour before it’s all done, so make sure you install it when you have some downtime and don’t need your phone. You could download and install it before you go to bed, for example.

 

Make sure to clear your cache before you download the update. If you clear your cache after you download the update, you will remove the update and won't be able to get it back until it's been released to everyone.

After Installing the Update

Once installation is complete, you’ll be taken to your Home screen. It seems like the installation is done, but it’s actually not, there are some processes still working in the background that you can’t see. Give it 30 minutes to an hour before you do anything else. You can go to the Google Play Store and see if there are still apps updating. If they are still updating, leave your phone alone until everything is done updating. If you don’t wait, your phone may be sluggish and may have issues with calling/messaging.


Once you’ve waited the 30 minutes, you’ll need to update the Republic Telephony app in order to activate the cellular side:

 

  1. Tap Apps.
  2. Tap Play Store.
  3. Tap in the Search bar at the top and enter Republic Telephony. It should come up as type it, the icon looks like this: Republic Telephony App Icon.png
  4. Tap Republic Telephony.
  5. Tap Update or Install. (Note: If you don’t see an Update button, then you’re probably already on the most up to date version 2.1.0.2178).

 

Tip: Once you've updated/installed the Telephony app, ensure that you can make/receive calls via cellular.

 

 

 

Troubleshooting/Getting Help

If you’ve followed along with everything in this update and you’re still experiencing sluggish behavior or the inability to make/receive calls and messages, please try the following:

 

Calling and/or Messaging Issues

If you're having issues with calling or messaging after updating to Lollipop 5.1, you're likely experiencing the issue because the Republic and Telephony apps aren't up to date. Please see the steps below to double check that they are up to date and on the current version:

 

Check the version of your Republic Wireless app.

 

  1. Tap Apps.
  2. Tap Republic.
  3. On the YOUR PHONE INFO screen, look under your phone type where it says App Version. Next to it, it will either say Up to date or Click to update. If it says Click to update, tap it and you'll be taken to the Google Play store.
  4. Tap Update once in the Google Play store. The latest version is 2.1.0.2157

 

 

Check the version of your Republic Telephony app.

 

  1. Tap Apps.
  2. Tap Play Store.
  3. Tap in the Search bar at the top and enter Republic Telephony. It should come up as type it, the icon looks like this: Republic Telephony App Icon.png
  4. Tap Republic Telephony.
  5. Tap Update or Install. (Note: If you don’t see an Update button, then you’re probably already on the most up to date version 2.1.0.2178).

 

 

Once you've verified that you're on the most up to date Republic app versions, please do the following:

 

  1. Open your dialer by tapping the Phone icon from your Home screen.
  2. Tap the Keypad icon.
  3. Enter * # * # 8647 # * # * (there's no need to tap send).
  4. Wait about a minute; if the solid arc does not appear in your notification bar at the top of the phone, please power the phone off and back on.
  5. Ensure your phone is still connected to WiFi and has a solid arc.
  6. Perform a Profile Update.
  7. Try booting your phone in Safe Mode (Lollipop).
  8. If your issue is still unresolved, a Factory Reset (Lollipop) is recommended (this will erase all data on your phone).
  9. If your issue is still unresolved, please open a Help ticket from your phone by going to the Republic app -> Tap the Question Mark -> Tap Open a help ticket.


 

Device Sluggishness/Battery Drain

The update to Lollipop is a significant update to the Android OS. This update changes the file structure and runtime of the phone. When updating to Lollipop, you should make sure that your phone is plugged into a power source and allow at least an hour for the update to complete. If your phone is lagging or acting sluggish after the update has completed, please do the following:

 

  1. Ensure apps are up to date (namely RW apps, but also stock apps), and not in the process of updating. If your apps are still updating, please wait for the apps to complete the update and see if the sluggishness is still present.
  2. Ensure that you have at least 500MB of Available Space on your phone.
  3. Perform a cache wipe.
  4. Try booting your phone in Safe Mode (Lollipop).
  5. If a cache wipe does not fix your lag time, a Factory Reset (Lollipop) is recommended (this will erase all data on your phone).

 

Tip: If you're experiencing higher than normal battery drain, please give it a couple of days. We have found that time is the best solution to reports of this issue.

 

 

Republic Telephony App Issues

If you receive a message that your phone isn’t compatible when trying to update the Republic Telephony app, your MEID is probably incorrect. Please do the following to check your MEID:

 

  1. Open your dialer by tapping the Phone icon from your Home screen.
  2. Tap the Keypad icon.
  3. Enter * # 06 # (there's no need to tap send).
  4. If your MEID lists all 0’s, take a screenshot by pressing the POWER and VOL DOWN buttons at the same time.
  5. Then, open a Help ticket from your phone by opening the Republic app, tapping the Question Mark icon, then tapping Open a help ticket, and attach the screenshot you just took.

 

  • If your phone gets stuck at 97% when downloading the Republic Telephony app, you can try booting your phone in Safe Mode and trying to update the Republic Telephony app again.
  • If your issue is still unresolved, a Factory Reset (Lollipop) is recommended (this will erase all data on your phone).
  • If your issue is still unresolved, please open a Help ticket from your phone by going to the Republic app -> Tap the Question Mark -> Tap Open a help ticket.

 

 

If you're still experiencing issues after you've installed Lollipop 5.1 and tried all of the above, please open a Help ticket from your phone by going to the Republic app -> Tap the Question Mark -> Tap Open a help ticket.

 

 

 

We hope this helps to make your update experience run smoothly. Please feel free to leave your questions and comments here.

sarahd

Moto X (1st Gen.) EMR

Posted by sarahd Jan 6, 2016

Update on January 7 at 3:30 p.m. ET from the desk of theproductguy in response to this discussion:

 

I wanted to jump in here and see if I can help.

 

I totally agree that there is no way anyone can download an update that cannot be accessed.  We made an error because we made an assumption.  We have always checked the uptake rates for a major version release (KitKat to Lollipop for example) but assumed, as this was a point release (4.4.2 to 4.4.4) and because it was a mandatory update, that it would follow the same pattern as a major numbered release.  We did not check the uptake rate at the time, and we SHOULD have.  This was our oversight. We should have followed the process that we do for major version releases and we did not. That’s on us.

 

The fix for the underlying issue is ensuring all of our KitKat users on a Moto X (1st Gen.) are updated to correct KitKat 4.4.4 version, which will then enable access to Lollipop 5.1 update.

 

We have made the necessary changes, and made the 4.4.4 update available for those who need it.

 

Here are some more details for those that want to know:

 

To prepare for the Moto X (1st Gen.) Lollipop update, we went back to Motorola and asked about download numbers. We were perplexed as to why the penetration rate was low on a mandatory update.  That’s where we discovered the issue.

 

Having said that, this has not had an impact on the overall planning of the rollout of the 5.1 MR.  It would have impacted the availability of the 5.1 MR for those devices that weren’t updated to 4.4.4.  If you could not access the 4.4.4 update, then you would not have been able to access the 5.1 update. But again, this has now been rectified.

 

What happens next, is we now need approval from the Sprint Lab in order to be able to rollout the Moto X (1st Gen.) soak test. We expected to get this yesterday, but are still waiting for it.

We are trying to get to the bottom of any remaining hurdles by the end of the day today.

 

Once we get approval, we can start the soak, which is currently now planned for Monday, January 11th.  I will also put an update on the MR Report to let folks know.

 

I hope this clears things up. 


Thanks

 

 

In preparation for Lollipop 5.1, we discovered that many Moto X (1st Gen.) users are not on the latest software build (212.154.2). In order for you to have a successful update to Lollipop 5.1, you must be on this latest version. We have worked with our partner and they have been able to resend this update to all Moto X (1st Gen.) users that have not installed the update. You should be receiving a notification soon, if you haven’t already. Please use the information below as a guide for this update.

 

In light of this information, the release of Lollipop 5.1 will be delayed until the majority of Moto X (1st Gen.) users are on this latest software build. We will continue providing updates as we have more information.

 

 

Release Notes

 

  • Motorola’s Release Notes: Fixes a rare issue that could occur with devices that are encrypted and require that you enter a PIN code to boot up. If you make an emergency call before entering the PIN and booting up, this issue could prevent two-way audio in the call.
  • Build Number: KXA21.12-L2.7.2
  • Operating System: Android KitKat 4.4.4
  • Software Version: 212.154.2.ghost_row.RepublicWireless.en.US
  • Update Size: 4.9MB

 

Since this update is small, you should be able to download and install it quickly with little to no preparation. You do want to make sure that your battery is charged and that you’re connected to WiFi. You should receive a notification on your phone for this update, but if you don’t, you can look for it manually by following these instructions: How to Install System Updates (From KitKat).

 

 

Troubleshooting

 

If you receive a cell configuration error, please try the following:

 

  1. Open your dialer by tapping the Phone icon from your Home screen.
  2. Tap the Keypad icon.
  3. Enter * # * # 8647 # * # *
  4. Wait about a minute; if the solid arc does not appear in your notification bar at the top of the phone, please power the phone off and back on.
  5. Ensure your phone is still connected to WiFi and has a solid arc (and that airplane mode is not on).
  6. Update Data Profile
  7. Restart your phone by powering it off, and then back on again.

 

If you receive a comms_socket_error when updating the data profile, this means that the profile update failed. This occurs when the WiFi network has trouble establishing or maintaining a reliable connection to Sprint's servers, but doesn't always mean there's an issue with the WiFi network. To resolve a comms_socket_error, you can try each of troubleshooting steps below:

 

 

  1. Clear your phone's cache.
    Try Clearing the Cache (KitKat) and then turn your phone off and back on again.

  2. Restart your phone.
    Turn your phone off and back on 2 or 3 times to see if the cellular configuration/profile update completes.

  3. Update data profile in Safe Mode.
    Try updating the data profile while in Safe Mode (KitKat) .

  4. Perform a profile update with WiFi off.
    Turn WiFi off on your phone by tapping Apps -> Settings -> tap the WiFi power switch to turn it off. Then perform a profile update. NOTE: This step will only work if you are within a reliable Sprint coverage area. You can double check the coverage at your address by clicking here.

  5. Restart the WiFi network you're connected to.
    Unplug the modem and router (or just the modem if you have a modem/router in one) for 30 seconds, then plug them back in (if your modem and router are separate, you'll want to plug the modem back in first, wait for all the lights to come on, then plug the router back in). Then turn your phone off, then back on again and try another
    profile update.

  6. Use a different WiFi network.Try connecting to a different WiFi network. Public WiFi hotspots (i.e., McDonalds or Starbucks) will allow you to complete the update after successfully connecting to the public Wi-Fi network. Remember, when connecting to a public network, you may have to open your web browser and accept the network’s Terms of Service before you have complete access to the Internet. Once you have successfully connected, verify that you have a solid Republic arc in the top left corner of your phone, and that your Republic Wireless notification says "Great! WiFi Calls, Messages & Data." Once you have the solid arc, attempt the profile update.

  7. Last resort.
    If all else fails, you can perform a Factory Reset (KitKat). This is a last resort option as you will lose all of your data. You should back up all of your data prior to going this route. You can either transfer everything to your computer or you can back up photos and videos on Google by syncing them to the cloud.

 

If you run into any further issues with this update, please open a Help request. You can also feel free to discuss with Community members here.

Happy New Year everyone and welcome to 2016.  We hope you had a safe and happy holiday.

 

Here’s the first update of the year on the progress on the Lollipop software updates for your Moto G (1st Gen), Moto X (1st Gen) and Moto E (1st & 2nd Gen) devices.

 

Looking for information about the recently released Moto G (1st Gen.) Lollipop 5.1 update? Go here for full instructions.

Looking for information about the recently released Moto X (1st Gen.) EMR System update? Go here for full instructions.

 

For those new to these updates, and for a full explanation of all the acronyms, here’s the full catalog of past updates:

 


[If the OS release process is new to you, please see this PWK blog post for some background on what goes into the OS release process.]


Moto G (1st Gen.) -  Rollout is progressing well.  As of yesterday, approximately 90% of you that have this device have updated to the new OS.   The update is going smoothly for most people, and members are reporting success on Community and social media.

 

If you're one of the 10% not yet updated or if you're having slowness post-upgrade, see this Help Update for instructions and troubleshooting. https://community.republicwireless.com/blogs/republic/2015/12/09/moto-g-1st-gen-lollipop-51-system-update

 

Now that this update is in production, we’ll drop this device out of the report moving forward.

 

Moto X (1st Gen.) - Great news here.  Strings have been pulled over the break, and we have pushed through SLATE and the Sprint lab.

We are due to exit the lab tomorrow.  This means an acceleration of the schedule we laid out in the last update.

 

The current estimated dates are:

  • We’ll exit the lab on Wednesday, January 6th (was Friday, January 8th).
  • We’ll do a public soak test with a small number of our members immediately following, starting on Wednesday, January 6th (was Monday, January 11th).
  • We heard from those involved in the soak of the Moto G that you wanted more pro-active communication.  We’ll be sending out email notification to all Moto X (1st Gen) users before the soak test starts.  Thank you for your feedback.
  • We’ll roll out the over the air (OTA) update to the Moto X (1st Gen.) devices starting on Wednesday, January 13th (was Monday, January 18th).
  • It will be a staggered rollout, and we’ll determine the full rollout schedule as we monitor progress.


Moto E (1st Gen.) - We are waiting for the next set of updates from our partner and we will start full QA on this next week. 

Based on the quality of the build, we will determine the SLATE and lab schedule during the QA process.

Moto E (2nd Gen.)
- We started SLATE testing on this build on January 4th, and are still targeting a tentative lab entry date of January 11th, and we will keep you updated on progress.


The current estimated dates are:

  • If we enter the lab on the 11th and get a 1 week lab cycle, we’ll exit the lab on Friday, January 15th
  • We’ll do a public soak test with a small number of our members immediately following, starting on Monday, January 18th
  • We’ll roll out the over the air (OTA) update to the Moto E (2nd Gen.) devices starting on Monday, January 25th with the same staggered rollout process we have used for the other devices

 

We are still cranking on these builds as hard as we can, and our partners have worked hard over the break to get us where we are.

 

More to come next week.

 

As always, stay WiFi my friends.

Moto G (1st Gen) folks:  Lollipop is here, for you! Check out this Help Update for more detailed information such as:

  • Release Notes
  • Pre-update preparation
  • Doing the update
  • Troubleshooting

 

 

Time, once again, for another report on the progress on the Lollipop software updates for your Moto G, Moto X and Moto E (1st Gen) devices, and we have a new surprise guest this week, so grab some cocoa and if you are all sitting comfortably, we’ll begin.

 

For those new to these updates, and for a full explanation of all the acronyms, here’s the full catalog of past updates:


[If the OS release process is new to you, please see this PWK blog post for some background on what goes into the OS release process.]

 

Moto G (1st Gen.) -  This is it. This is the week of the big release. We know you’ve all been patiently waiting for it. That’s right, on Dec 18th, “Star Wars: The Force Awakens” takes second place to the final push for the Moto G 5.1 MR rollout. We sent out an email communication to all Moto G owners last week with instructions on getting ready for the update. Let us know if your experience with your phone has significantly improved. All the early feedback is very positive.

 

Moto X (1st Gen.) - We have found and fixed the outstanding bug to pass Google certification.  The build has been generated, and we are currently running QA on this latest build.  We plan to run SLATE over the Christmas period to be ready when the Sprint Lab re-opens after the holiday period.

 

Current estimation for dates:

  • After exiting SLATE, we will enter the Sprint lab on Monday, January 4th.
  • We’ll exit the lab on Friday, January 8th.
  • We’ll do a public soak test with a small number of our members immediately following, starting on Monday, January 11th.
  • We’ll roll out the over the air (OTA) update to the Moto X (1st Gen.) devices starting on Monday, January 18th.
  • It will be a staggered rollout, with full availability by Friday, January 22th (this is changed a week).

 

Moto E (1st Gen.) - We have received our first build for this device and will start QA when we get back after Christmas. There are a couple of other fixes to be included from other devices, so everything is up to date, so we are using this freed up time to QA the build for our special guest device.  We will have more clarity on the schedule when we get into the QA process. Stay tuned.

 

What’s this special guest you mentioned?

 

Moto E (2nd Gen.) - We have had a subset of customers on this device commenting about the audio quality on calls, especially when using speaker phone. (Pushed the button to publish too quickly.  Thanks southpawkb for spotting)

 

We have a new build from Motorola that contains a fix for this issue, and also includes the latest Android security patches.

 

As we are waiting for the bug fixes for Moto E (1st Gen) from Motorola, and while the Moto X (1st Gen.) is in the final stages of QA testing, we’re using this window of opportunity to verify the Moto E (2nd Gen.) updates through QA now.

 

The plan is (as always, provided we don’t run into any issues) to try and get this to you as quickly as possible after the Moto X (1st Gen) build. We weren’t expecting the build from Motorola this quickly, and we want to get this to you as quickly as we can. 

 

We will be updating BOTH generations of the Moto E, but based on schedules, the Moto E (2nd Gen.) is more likely to be before the Moto E (1st Gen.) (depending on how many hurdles we have to jump over during the QA, SLATE and Lab process). Just to re-emphasize, we will be updating BOTH generations of the Moto E! Woo!

 

We are targeting a tentative lab entry date of January 11th, and we will keep you updated on progress.

 

Yes, a bonus device update…Santa is real.

 

The feedback we are getting is that our progress reports are really helpful, and we’re going to continue doing them in the New Year. Product Guy will be off next week with Mrs. Product and the little Product Updates getting ready for Santa’s appearance, so we will resume these updates on January 5th when we have had a day back in the office and will have, fingers crossed, one more device submitted to lab.

 

All of us here at Republic hope you, our fantastic members, all have a safe and wonderful holiday period with your families. I know our teams are looking forward to enjoying a few days with their loved ones.

 

As always, stay WiFi my friends.

The Republic Telephony app will be updated today to version 2.1.0.2178. There are no updates in this new version, we're simply changing a setting in the Play Store so that non-RW phones won't be able to download and install this app. For those of you that aren't familiar with the Republic Telephony app, it's used in conjunction with the Republic Wireless app, and both are core components to our Hybrid calling and messaging services. The Telephony app is only for Republic phones on Lollipop 5.1.

 

We just wanted to let you know ahead of time in case you were wondering when you saw the notification on your phone.

 

Thanks much!

Tomorrow, December 10, we’ll begin rolling out the Lollipop 5.1 system update. We’ll start with 20% of Moto G (1st Gen.) users. Then, over the next week, we’ll continue rolling the update out in 20% increments. If all goes well, all Moto G (1st Gen.) users should have the update available to them by December 18, 2015.

 

Release Notes

In addition to Motorola’s Lollipop release notes (which includes the Stagefright Security Vulnerability patches 1 and 2), we’ve added some important updates:

 

 

 

 

 

 


Before You Update

Before you download and install Lollipop 5.1, there are some things you need to know and prepare for. The following items will help to ensure that your update goes as smooth as possible:

 

  1. Check the amount of available space on your phone.
    Your phone will need enough space to download and install the update. This update is around 200-400MB, but you’ll need to have at least 500MB of space available in order for your phone to run properly.

    To check how much space you have:

    1. Tap Apps.
    2. Tap Settings.
    3. Under Device, tap Storage.
    4. The amount of free space is listed under Available.

    If you don’t have enough space for the update, you can make some room by backing up your files on your computer. Photos and videos can be synced to your Google account by following the instructions here.

  2. Back up your files
    Prior to installing a new operating system, it's a good idea to back up all your photos, videos and other files just in case. You can either transfer everything to your computer or you can back up photos and videos on Google by syncing them to the cloud.

    If you've encrypted your phone, you have a higher chance that you'll have to perform a factory reset after installation. Please back up all of your files prior to installing the update.

  3. Clear your phone's cache.
    See Clearing the Cache (KitKat) for instructions.

  4. Charge your phone.
    Plug your phone in to charge, or make sure your battery is at least 50% charged before installing system updates. See Charge My Phone for more info.

  5. Connect to a WiFi network.
    Your phone must be connected to WiFi to install system updates. See WiFi (KitKat) for more info.

  6. Make sure your phone isn't rooted.
    Operating system updates are designed to work with the phone's original software. If your device is rooted or modified, we can't guarantee that the update will work properly or be able to predict its effect on your Republic device. See Rooting and User Modification for more info.

 

 

 

Installing the Update

You should receive a notification on your phone letting you know there is an update ready to download and install. If not, you can check your phone’s settings to see if one is available. Keep in mind that the release for this update is staggered, so please be patient. For step by step instructions for either scenario, please go here.

 

Since this update is upgrading to a new operating system, it’s going to take about an hour before it’s all done, so make sure you install it when you have some downtime and don’t need your phone. You could download and install it before you go to bed, for example.

 

 

 

After Installing the Update

Once installation is complete, you’ll be taken to your Home screen. It seems like the installation is done, but it’s actually not, there are some processes still working in the background that you can’t see. Give it about 30 minutes before you do anything else. If you don’t, your phone may be sluggish and may have issues with calling/messaging.

 

Once you’ve waited the 30 minutes, you’ll need to update the Republic Wireless app and the Republic Telephony app. You should get a notification for this, but if not, you can go to the Play Store on your phone and update them:

 

  1. Tap Apps.
  2. Tap Play Store.
  3. Tap Menu in the top left corner.
  4. Tap My apps & games.
  5. Scroll until you find Republic Wireless or Republic Telephony. Tap on one of them.
  6. Tap Update. (Note: If you don’t see an Update button for the Republic Wireless app, then you’re probably already on the most up to date version 2.1.0.2157)
  7. Repeat to update the other app.

 

 

 

Troubleshooting/Getting Help

If you’ve followed along with everything in this update and you’re still experiencing sluggish behavior or the inability to make/receive calls and messages, please try the following:

 

Calling and/or Messaging Issues

If you're having issues with calling or messaging after updating to Lollipop, you're likely experiencing the issue because the Republic and Telephony app aren't up to date. Please see the steps above to double check that they are up to date and on the current version, 2.1.0.2157 and then do the following:

 

  1. Open your dialer by tapping the Phone icon from your Home screen.
  2. Tap the Keypad icon.
  3. Enter * # * # 8647 # * # *

  4. Wait about a minute; if the solid arc does not appear in your notification bar at the top of the phone, please power the phone off and back on.

  5. Ensure your phone is still connected to WiFi and has a solid arc.

  6. Perform a Profile Update.

  7. If your issue is still unresolved, a Factory Reset is recommended (this will erase all data on your phone).

 

 

Device Sluggishness

The update to Lollipop is a significant update to the Android OS. This update changes the file structure and runtime of the phone. When updating to Lollipop, you should make sure that your phone is plugged into a power source and allow at least an hour for the update to complete. If your phone is lagging or acting sluggish after the update has completed, please do the following:

 

  1. Ensure apps are up to date (namely RW apps, but also stock apps), and not in the process of updating. If your apps are still updating, please wait for the apps to complete the update and see if the sluggishness is still present.

  2. Ensure that you have at least 500MB of Available Space on your phone.

  3. Perform a cache wipe.

  4. If a cache wipe does not fix your lag time, a Factory Reset (Lollipop) is recommended (this will erase all data on your phone).

 

 

 

Persistent Republic Wireless Notification

After installing Lollipop 5.1, some members are reporting that they're receiving a Republic Wireless notification to update, but they get an error when tapped.

 

This is what the update notification looks like:

Update Available.png

 

This what the Republic Wireless notification says:

 

Republic Notification.png

 

When tapped, you get this message:

 

Item not found.jpg

 

This notification is supposed to take you to the Google Play Store to download the Republic Telephony app, but the link isn’t working. To resolve this issue, please do the following:

 

  1. Tap Apps.
  2. Tap Play Store.
  3. Tap the Menu icon in the top left corner of your screen.
  4. Tap My apps & games.
  5. Scroll until you get to the Republic Telephony app and tap it.
  6. Tap Update.

 

Once updated, you should stop getting the notification on your phone.

 

 

 

If you're still experiencing issues after you've installed Lollipop 5.1 and tried all of the above, please open a Help ticket.

 

We hope this helps to make your update experience run smoothly. Please feel free to leave your questions and comments here.

 

Thanks for reading!

Moto G (1st Gen) folks:  Lollipop is here, for you! Check out this Help Update for more detailed information such as:

  • Release Notes
  • Pre-update preparation
  • Doing the update
  • Troubleshooting

 

Here we are again with another weekly installment in Lollipop: The Force Awakens - the latest weekly progress report on the Android Lollipop 5.1 updates.

 

For those new to these updates, and for a full explanation of all the acronyms, check out our first week’s update for context, week 2, week 3 and last week’s update on progress.

 

[If the OS release process is new to you, please see this PWK blog post for some background on what goes into the OS release process.]

 

Before we get into the meat of the update, we’ve had a couple of questions about the Stagefright issues in Android.  We wanted to be clear, that both Part 1 and Part 2 of Stagefright are covered in these MR updates for all 3 devices.  The Android security patches that address these are included in the builds.  So, on to the updates

 

Moto G (1st Gen.) -  We’re giddy.  Maybe it’s the eggnog, but we made it.  Lab has completed, and the soak test is moving forward.  Everything looks good so far.  If there are no last minute issue, we will start the rollout as planned.  Some of you who were randomly selected for the soak have already got the update.  Let us know how it’s going.

 

The ongoing plan is:

  • We’ll roll out the over the air (OTA) update to the Moto G (1st Gen.) devices starting on December 11th.
  • It will be a staggered rollout, with full availability by December 18th (Changed from 15th).


Congratulations to the whole team for all their efforts in getting this over the goal line.


Moto X (1st Gen.) - The news for the Moto X isn’t as rosy.  The bug we discovered has proved to be elusive and we also need to incorporate the next round of security patches from Google in the build.  We are mandated to include these, so we don’t get any leeway here. We are pushing hard to fix the bug, incorporate the fix and generate the new build as quickly as possible, but timing wise, it looks like we are moving this out post Christmas.  The Sprint Lab isn’t accepting any new submissions after December 14th, so we are likely to miss this opening.

 

We will try to run SLATE over the Christmas period to let us be ready when the Sprint Lab re-opens after the holiday period.

 

Here’s what that means:

  • After exiting SLATE, we will enter the Sprint lab on Monday, January 4th (Changed from December 7th)
  • We’re still going to try and accelerate the lab schedule, and if we do, that will mean exiting the lab on Friday, January 8th. (Changed from December 11th) 
  • We’ll do a public soak test with a small number of our members immediately following, starting on Monday, January 11th. (Changed from December 14th)
  • We’ll roll out the over the air (OTA) update to the Moto X (1st Gen.) devices starting on Monday, January 18th. (Changed from January 4th)
  • It will be a staggered rollout, with full availability by Friday, January 22nd. (Changed from January 8th)

Unforeseen issues turn up, and we are doing our very best to mitigate them and get this build out to you as soon as we can.

 

Moto E (1st Gen.) - The Moto X issues have delayed us receiving a build for this device.  When we know what’s happening here, we will let you know.  Based on schedules and timing, we won’t be starting a full QA cycle on this before the new year.  As the schedule solidifies, we will communicate details to you.

 

What about the RW App version 2.1?

Good news here, the RW App v2.1, and the updated Telephony app have been rolled out and are available for 100% of our members (read the announcement here). If you haven’t received a notification from the Google Play Store to update, you can use these instructions to help you download the latest version of the RW App.

 

I’ll do another update next week to let you know progress on the Moto X and Moto E, but this is a big week getting to these major milestones for the Moto G and the RW App.  Many thanks to all the team involved.

 

As always, stay WiFi my friends.

sarahd

Toll Free Text Messaging

Posted by sarahd Dec 7, 2015

We're happy to let you know that as of 2:30 a.m. ET today, December 7, 2015, you can now text to and from toll free numbers! Toll free text messaging works the same way as regular text messaging. There's no need to do anything, it will just simply work.

 

Happy Monday!

A lot going on today at Republic Wireless. We have three updates that you should to be aware of:

 

  1. Republic Wireless App version 2.1.0.2157 has been released to production at 100%.
  2. Republic Telephony App version 2.1.0.2157 has been released to production at 10%.
  3. Moto G (1st Gen.) system upgrade from KitKat 4.4.4 to Lollipop 5.1 soak started today for 5,000 members. It's important to note that when you upgrade your Moto G (1st Gen.) to Lollipop 5.1, pay close attention to the Install screen (below). After you've installed the update and you get to the Home screen, you'll need to wait 30 minutes before doing anything on your phone. There are some processes working in the background that you can't see that may make your phone sluggish or could prevent you from making/receiving calls and texts. If you receive an error message in your notification drawer that stays there for longer than five minutes, go ahead and restart your phone by turning it off, and then back on again.

    For instructions on how to install a system update, please see How to Install System Updates (From KitKat).

 

Install System Update Special Message.png

 

 

 

Please see Republic Wireless Release Notes for more info on all three updates.

 

Thanks for reading!

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