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Republic Help Updates

137 Posts authored by: sarahd

We have some news that we’re excited to share with you. But before we do, we wanted to thank you, our members. You trusted us and joined in our mission to change how cell companies provide service and treat their customers, and that means a lot to us.

 

Almost a year ago, we faced a substantial challenge. The costs associated with the $25 and $40 Republic 1.0 plans   were preventing us from being able to evolve our services for all of our members. After a lot of analyzing and researching on how to provide both value and sustainable costs, we ultimately decided to phase these plans out altogether on August 1, 2016 and that members on the Republic 1.0 plans would need to choose a new plan at that time.

 

While the Republic Refund 2.0 plans are a huge success for the majority of our members, we also know that they aren’t the best fit for some of our members, and that’s not okay. Like our members, our plans need to be flexible to fit everyone’s unique lifestyle. Some of you have been with us from the beginning, which we greatly value, so we’ve been working hard to find a way to earn your continued support.

 

We’re happy to share that we will not be asking you to choose a new plan on August 1, 2016. Instead, you can keep your $25 and $40 Republic 1.0 plans.

 

In order for us to keep our $25 and $40 Republic 1.0 plan options and maintain what all of our members value, we’ll need to remove cell data roaming for the Republic Wireless 1.0 plans - effective June 1, 2016. (For more info about the high cost of roaming data industry wide, please check out this article.) In case you’re wondering, you’ll still be able to send/receive calls, texts, and picture messages while in a roaming area.

 

If you’re one of our members that regularly uses cell data roaming, our Republic Refund 2.0 Plans may be a better fit for you. They allow you to use both roaming and on-network cell data, and get paid back each month for any cell data you don’t use. Since our announcement of the Refund Plans, we’ve saved our members over $3.4 million with credits back from their unused data. We even earned a near perfect score (a 9.8!) in PC Mag’s Reader’s Choice Awards for satisfaction with plan costs.

 

If you’re interested in the Refund Plans and want to try them out, follow these instructions. If not, that’s okay too, you can remain on the Republic Wireless 1.0 plans for any existing service line currently on the plan.

 

We hope this helps and we have more announcements coming that may help you make some decisions. Check out our What’s in Store for 2016 blog post for more info. We can’t wait to share everything with you!

 

Please see below for some FAQs, and you can also ask questions or comment here.

 

 

 

Data Roaming FAQs

 

Can I still use data roaming on the Republic Refund 2.0 plans?

Yes, data roaming on the Republic Refund 2.0 plans will remain unchanged.

 

 

When will my data roaming be turned off?

Data roaming for Republic 1.0 plans will be turned off on June 1, 2016.

 

 

Can I still make/receive calls, texts, and picture messages if I’m in a roaming area on the Republic 1.0 plans?

Yes, you’ll still be able to send/receive calls, texts, and picture messages when in a roaming area.

 

 

Will I still get 5 GB of native cell data on the Republic 1.0 plans and be eligible for the free pass?

Yes. Each monthly bill cycle, you get 5 GB of native cell data (non-roaming) to use. You’ll be eligible for a free pass if you haven’t gone over the 5 GB threshold within the previous six consecutive monthly bill cycles. For more info on this policy, please visit our Data Usage Policy.

 

 

I have a DEFY XT, does this policy change affect me at all?

These changes only affect the Republic 1.0 plans, so the only way this change will affect you is if you’re planning on upgrading your phone. If you’re planning on keeping the DEFY XT, then this change doesn’t affect you. For more information about the DEFY XT service plan, check out the Motorola DEFY XT Overview.

 

 

 

Republic 1.0 Plan FAQs

 

If I upgrade or replace my phone, can I still keep my Republic 1.0 plan?

If the replacement phone is a Moto E (1st or 2nd Gen.), Moto G (1st or 3rd Gen.), or Moto X (1st or 2nd Gen.), then a line of service currently on the 1.0 plan may remain on that plan. Upgrades to other phones will require a transition away from the 1.0 plan. New lines of service are not eligible for the 1.0 plan.

 

 

Can I still change plans twice per billing cycle if I remain on Republic 1.0 plans?

Yes. You can still change plans twice per billing cycle. The only part about the 1.0 plans that’s changing is we will be removing cell data roaming on June 1, 2016.

 

 

I'm on Republic 1.0 plans, does this affect the $5 and $10 plans?

The $5 and $10 plans on Republic 1.0 remain unchanged. The only time it may affect you, is if you change plans to either the $25 or $40 1.0 plans, you will not be able to use cell data roaming after June 1, 2016.

 

 

I left Republic because I didn’t think I would be able to keep my Republic 1.0 plan, can I come back and get my old plan back?

While we’d love to have you back, all new service lines are activated on our 2.0 plans. If you have any questions about this, please open a Help ticket.

 

 

I already changed to the Republic Refund 2.0 plans, can I change back to the Republic 1.0 plans?

Yes. If you’ve already changed to the Republic Refund 2.0 plans and would like to switch back to 1.0, you may do so one time. Please submit a Help ticket so we can manually switch you back once more.

 

 

If I want to try out the Republic Wireless 2.0 plans but don’t like them, can I change back to the 1.0 plans?

You may change back to 1.0 plans one time after May 5, 2016.

sarahd

New My Account Portal: Phase 2

Posted by sarahd Apr 28, 2016

As we mentioned in a previous post, we have a new My Account portal. For our first phase, we created the following features:

 

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

 

 

Today, we're happy to announce the second phase of the new My Account portal:

 

  • Number transfers
  • Call Detail Records.

 

We've updated documentation with the added screenshots and tutorials. Please note the following changes to documentation:

 

The Number Transfer Guide and the Transfer My Republic Wireless Number to a Different Provider have been marked as outdated. They have been combined into a single document: Number Transfers.

 

Feel free to take a look around at the new added features. We hope you like it!

 

Thanks!

We’ve noticed a lot of comments and questions in Community about phone battery life, especially post-Lollipop upgrade. In response, this Thursday April 28th at 3:00 p.m. EST, we’re hosting a webinar to help you understand the various factors that can affect your phone battery life. We’ll review some of the biggest culprits and discuss settings that you can change to optimize and extend your battery life.

 

Register to join us for this casual discussion and Q&A session.

 

Click here to pre-ask any questions you have about battery life. We can’t guarantee that we’ll answer them all, but we’ll do our best!

 

Thanks!

 

Bonded Calling Logo.png

 

As promised, here is our first weekly announcement. Read all about what Bonded Calling is and how it works over on PWK.

 

 

You can also check out our new Community doc Adaptive Coverage and our new WiFi Calling page for more info.

 

Please also feel free to leave your questions and comments here.

sarahd

What's in Store for 2016

Posted by sarahd Apr 13, 2016

republic3.0.jpg

 

We just posted a blog over on PWK about what's coming up in 2016. Check it out and feel free to discuss here on Community.

We’re excited to announce that Republic has partnered with Affirm to offer financing towards the purchase of phones, accessories, and shipping! With Affirm, eligible members will be able to break up the cost of their purchase into 6, 12, or 18 month payments (rates from 10-30% APR) based on order total¹.

 

Along with these new financing options from Affirm, you may also notice a new look and feel to the checkout experience of our online store. Please review our step-by-step tutorial to see these updates in more detail.

 

We’ve also added a brand new document to our Knowledge Center that goes into full detail about our partnership with Affirm, how it works, and FAQs. You can review this new document here.

 

Here at Republic, we’re always working to make your purchasing experience better. We hope you like it!

 

Please feel free to leave your questions and comments here.

 

Thanks!

 

¹ Available terms and rates are based on your credit and purchase amount. Purchases under $50 can be paid within 30 days without interest. Purchases over $50 but less than $100 can be paid over 6 months, purchases over $100 but less than $150 can be paid over 6 or 12 months, and purchases of $150 or more can be paid over 6, 12, or 18 months with rates from 10-30% APR.

Since we released the last two versions of the Republic Wireless app (v. 2.1.1.2240 and 2.1.2.2246) on March 7, 2016 and March 29, 2016 respectively, we’ve received reports that some members have been unable to manually install the latest update. Members are reporting that they’re able to navigate to the Republic Wireless app in the Google Play Store, but nothing happens after accepting the update. 

 

While we’re still investigating the root cause of this condition, we’ve found a few workarounds to get your app updated.

 

 

 

 

Update All

 

If you have multiple apps that need to be updated in the Google Play Store, you can utilize the UPDATE ALL apps feature in the Google Play Store to update the Republic Wireless app.

 

To update all apps, please follow the steps below:

 

  1. Tap Apps.
  2. Tap Play Store.
  3. Tap the Menu icon (three stacked horizontal lines) in the top left corner.
  4. Tap My apps & games.
  5. Tap UPDATE ALL (this step may take several minutes depending on how many apps need to be updated).

 

 

Force Stop the Republic Wireless App

 

If you don’t have multiple apps with updates available, or are unable to get the app to update using the method above, let's try to manually close the Republic Wireless app and then retry the update.
To do this, please follow the steps below:

 

  1. Tap Apps.
  2. Tap Settings.
  3. Under Device, tap Apps.
  4. Scroll down and tap on the Republic Wireless app.
  5. Tap FORCE STOP.
  6. Tap OK in the pop up.


Next, you'll want to go into the Google Play Store and try to update the Republic Wireless app again following the steps found here.

 

 

Force Stop the Google Play Store

 

If the above options still don’t work, please try the following:

 

  1. Tap Apps.
  2. Tap Settings.
  3. Under Device, tap Apps.
  4. Scroll down and tap Google Play Store.
  5. Tap FORCE STOP.
  6. Tap OK in the pop up.


Next, you'll want to go into the Google Play Store and try to update the Republic Wireless app again following the steps found here.

 


Uninstall the Republic App

 

If the above options still don’t work, please try the following. Please note that uninstalling the Republic Wireless app will remove all of your data usage statistics in the Republic Wireless app, and will remove all of your saved WiFi network data (if you use the Republic Wireless app for WiFi management).

 

  1. Tap Apps.
  2. Tap Play Store.
  3. Typing into the search bar at the top right of your screen, search for Republic Wireless.
  4. Tap the Republic Wireless app in the list.
  5. Tap UNINSTALL.
  6. Tap OK in the popup window.
  7. After uninstall completes, tap UPDATE on the same Republic Wireless app screen.

 

 

If performing all of the above steps don’t work, please let us know by opening a Help ticket.

 

Thanks!

This afternoon, we've updated both the Republic Wireless app and the Republic Telephony apps to version 2.1.2.2246. There isn't much in the update, we're simply trying to fix the issue where members were unable to update the apps in the Play store.

 

Both app updates have been added in our Republic Wireless Release Notes document. For instructions on how to update both apps, please go to our Republic Wireless App document.

 

Thanks!

sarahd

We're listening...

Posted by sarahd Mar 29, 2016

Some of you may have seen some comments we made on social media and Community regarding the deadline for transitioning to the Republic Refund 2.0 plans, which was previously August 1, 2016, and when are new phones coming. We’re working hard on a lot of different projects, including looking at ways to keep the 1.0 plans and offer more phones, and we’ll provide more details as soon as we’re in a place where we can share them.

 

Please know that we are here and listening/reading your posts and comments. We know that you’re eager to learn more so you can plan around what’s coming. We really want to give you more info, but there are still a lot of things in motion. We wouldn’t want to complicate your plans even more by providing details now and then something changes later.

 

 

 

FB Post Grandfather Plans.png

 

 

We’ve also updated our Community documents to reflect these changes:

 

 

Thanks for reading!

 

The Republic Wireless app has been updated today to version 2.1.1.2240. The app update includes:

 

  • Fixed issue where some outbound calls received "Unreachable number" error message in the dialer (Master Ticket 788907).

  • Fixed issue where outbound calls using Google Voice as the default calling app may show the wrong number in the dialer and call history (Master Ticket 738987).

  • Various bug fixes and stability enhancements.

 

If you need help updating your Republic app, please follow the instructions here.

 

Thanks!

sarahd

Voicemail Update

Posted by sarahd Mar 4, 2016

On March 8, 2016, we’ll be implementing a limit to how many voicemail messages you can have in your mailbox. We’re implementing this limit to ensure that our voicemail system is always running in tip top shape. Think of it as a little bit of spring cleaning.

 

Starting on March 8, you will be limited to no more than 500 voicemail messages in your mailbox. Most of you don’t have anywhere near that, but there were some members that had more. We’ve reached out to those individuals already to give them time to delete their messages.

 

 

Here’s what you need to know about this change:

 

  • Starting March 8, 2016, you can have no more than 500 voicemail messages in your mailbox.
  • If someone calls you and you have more than 500 voicemail messages, the caller will get a message advising that the mailbox is full and will not be able to leave a message.
  • Once a month, starting March 7, 2016, we’ll notify members via email who are expected to reach 500 messages within the next two months.

 


You might be wondering by now how many voicemail messages you have. You can check by following the steps below:

 

  1. Tap the Phone icon.
  2. Tap the Dialpad icon.
  3. Press and hold 1. This will automatically dial your voicemail.
  4. The voicemail service will then tell you how many new and saved messages you have. If you don’t have any new messages, press 1 to listen to your saved messages. You will then be told how many saved messages you have.

 

 

If you’d like to delete any of your voicemail messages, please review the following options:

 

  1. You can submit a Help ticket to have all but your most recent 50 messages deleted in bulk.
  2. You can manually delete your messages by following these instructions.

 

If you have any voicemail messages that you would like to export and save elsewhere, check out this article that provides instructions for how to save them onto your computer.

 

 

 

If you have any questions about this change, please let us know here.

 

Thanks!

sarahd

Moto E (2nd Gen.) EMR Update

Posted by sarahd Feb 25, 2016

Today, February 25, we’ll begin the Emergency Manufacturer Release (EMR) soak for 2,000 Moto E (2nd Gen.) users. If all goes well with the soak, we’ll release to production at 100% on March 2 or 3, 2016. Please follow the steps in this guide for downloading and installing the update.

 

Update:

 

As of March 3, 2016 the EMR has been released to 100% of Moto E (2nd Gen.) users.

 

 

 

 

Release Notes

 

Build Number: LPI23.29-22-R.15

System Version: 23.11.34.surnia_repw.repw.en.US

Update Size: 26MB

 

Motorola’s release notes include:

 

 

 

Before You Update

 

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 26MB, 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.

 

Back up your files.

Prior to installing an update, 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.

 

 

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 (Lollipop) for instructions.

 

 

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.

 

 

Connect to a WiFi network.

Your phone must be connected to WiFi to install system updates. See WiFi (Lollipop) 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 2,000 users for the soak (randomly selected) on February 25, and the remainder will receive the update on March 2 or 3, so please be patient. For step by step instructions for either scenario, please go here.

 

 

Troubleshooting/Getting Help

 

If you run into any issues after installing the update, try restarting your phone by turning it off, and then back on again. You may also want to double check that you have enough available space on your phone. This is a small update, but you should have at least 850MB of available space on your phone in order for it 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.

 

 

If you still require additional help, please feel free to open a Help ticket. You can also leave your questions or comments here.

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!

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.

 

If you've checked your settings to see if an update is available for your phone and there isn't one available, please check the following two apps to make sure they are on the most up to date version. If they are both up to date and you're still unable to download the update, please open a Help ticket.

 

 

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 5.1).
  8. If your issue is still unresolved, a Factory Reset (Lollipop 5.1) 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 5.1).
  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 5.1) 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 4.4.4) 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 4.4.4) .

  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.

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