Troubleshooting - Firmware Update FAQs

Technical FAQs

I get the message “Unable to connect to the network, please check

your network connection and try again”

Make sure that:

• You are connected to the Internet

.

• Your virus protection program and firewall allow Update Service.exe to access the Internet.

Update Service needs access to the Internet to work.

The server may be down or malfunctioning. Wait a few minutes and try again. If the problem

remains, contact your Sony Ericsson Contact Center.

Windows does not find the DCU-60 or DCU-65 USB cable

The USB cable does not have any active components. Windows will only find a phone that

is attached while a specific key is pressed. The necessary drivers will be installed

automatically.

Can I undo the update afterwards?

No. Sony Ericsson devices and Sony Ericsson device firmware cannot be downgraded.

Once you have updated your phone, you cannot restore it to the previous version.(official statement) 

Note: You can unofficially downgrade the firmware. This is how its done here

I cannot restart my phone after the update

Remove and reinsert the battery and then restart your phone. If this does not help, charge

the phone. It may take up to 30 minutes before you can see that the battery is being

charged.

Will I lose content such as games and music included in the phone at

purchase when updating my phone with Update Service?

No. You will lose all personal data saved on your phone memory, such as pictures,

messages, and music. Your phone is reset to the state in which it was when you took it

out of the box, including preloaded content such as games and music. This content may

have been updated since you bought your phone.

While preloaded games and content will be restored, any alterations or saved files from prior use

will be lost.

Update Service does not detect my phone

Your phone may be connected to the computer through a faulty USB port. Try connecting

the phone to another USB port.

If your phone is turned on or starts up when it is being connected to the computer:

1 Disconnect and turn off your phone.

2 Remove and reinsert the phone battery.

3 Run Update Service again. Follow the instructions that appear.

Update Service is interrupted before the process is finished

Very few things can go wrong while an update is in progress. However, if you accidentally

unplug the USB cable or the AC power fails, remove and reinsert your phone battery and

run Update Service again.

Uninstalling Update Service

Not all files are removed after uninstalling Update Service

You can get rid of files that remain by deleting the Update Service folder.

To delete Update Service files

1 Locate the Program files/Sony Ericsson/Update Service folder on your computer.

2 Mark the Update Service folder.

3 Right-click and select Delete.

Que & Ans

How long does it take to update a phone?

A normal update takes about 5–15 minutes, depending on the Internet connection and the

phone model. The size of the download package also differs depending on the phone

model.

Do I ever need to update the Update Service application manually?

No. Every time you start Update Service from your computer, the application accesses the

Internet, checks for updates and installs the updates available.

Is it possible to run Update Service offline?

No. Update Service is an online application and needs access to the Internet.

How do I know if a new software version is available?

Start Update Service, connect the phone and the application will tell you if there is a newer

version for the phone. This will take no more than one or two minutes.

Are there any benefits in reinstalling the same software on the phone?

Yes. This ensures that the software in the phone is optimal and it also repairs software that

has been damaged through misuse.

Is it possible to change the language in a phone when using Update

Service ?

No. It is only possible to update the phone with a newer version of the software.

Is the same Update Service application used for all supported

products?

Yes. You do not have to download a new application when you change phone model.

Can the charger be attached to the deskstand while using Update

Service?

No. Make sure the battery is fully charged before an update and disconnect the charger.

Why does the battery need to be fully charged before performing an

update?

The update requires power from the battery. If the battery level is insufficient, the update

may not be executed fully and this may damage your phone.

cheers :)