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What should I do if I am unable to install software updates?

If you've received a software update notification but failed to install it on your phone, do the steps below and check if this will fix the problem.

  • Make sure the phone is connected to your carrier's network and is not roaming. Some carriers require a connection to their data network to successfully validate and install the update.
  • Go to Settings > Apps & notifications. Then, tap See all... to view the app list. Find and tap Updater, and then tap Storage > Clear cache.
    Note: If you can't find Updater, tap > Show system and search for Updater again.
  • Reboot your phone to Safe Mode. For details, see How do I restart my phone into Safe mode?.
If these actions don't work, you may need to factory reset your phone.

Perform a factory reset through Settings

As a last resort, you can reset your phone to factory settings. Before you do so, please be aware of the following:
  • A factory reset will erase all data, media, and files from the phone storage. You'll lose them and won't be able to restore them if you didn't sync or back them up before. Make sure you've backed up all important information and files before you proceed.
  • Make sure the phone is charged to at least 35% before performing the reset, or is connected to an HTC charger and is actively charging.
  • Make sure you know your Google Account name and password. You'll need them to unlock your phone after the factory reset.

    For phones with Android 5 Lollipop or higher, Device Protection may be enabled, which means that after the factory reset, you'll need to sign in using the same Google Account that was logged into your phone. If you forgot your Google Account password, use your computer web browser and go to to reset your password first.

To perform a factory reset:

  1. Go to Settings.
  2. Tap System > Reset options.
  3. Tap Erase all data (factory reset), and then tap Reset phone.

    If you have a security lock on the device, you'll need to enter your security information as well.

  4. Tap Erase eveything or tap OK when prompted.

    The phone will reboot and reset.

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