for the past few weeks, I’ve been receiving notifications that version 4.0 of /e/OS is available. I’ve tried downloading it several times since then, but the “Continue” button (or whatever it is called in English - in German it’s “Fortfahren”) on the screen is always greyed out. I can’t also swipe or scroll (there is no scroll bar visible). I can only “cancel”. It’s a refurbished Galaxy 9+, bought directly from Murena with /e/OS preinstalled. I asked several AI chatbots. The technical requirements are given. I can’t imagine I’m the only one with this problem.
Hello @MichaelG, Welcome to the /e/OS users forum.
e-4.0-a15 is not a simple system update, it is associated to an Android level upgrade.
Because of encryption method change, a “factory-reset” that erase all your apps and personnal data is expected during the upgrade process
Thank you very much, Piero! Yes, I know that with this upgrade, all apps and data are lost, I’m aware of this. You sent me a link where there are two links (e-4.0-a15-20260610633983-official-star2lte.zip [MD5 | SHA256] - recovery-e-4.0-a15-20260610633983-official-star2lte.img [SHA256]). What I’m supposed to do? Can you or anybody send me a step by step instruction?
My current version is /e/OS 3.7.1-s-20260416608787-official-star2lte
BTW: An hour ago, I got a phone call from France (+33 7 80 46 65 68), but I could not answer it. Could this be a call from Murena regarding my problem?
As you bought the phone pre-installed, I would not do the upgrade manually myself unless you are extremely skilled in that domain.
Did you contact Murena through the dedicated support channel for real customers who paid the pre-installation like you ? This forum is NOT the official customer support.
If you did not reach the real Murena customer support then the phone call you had is most likely a scam.
If you really want to do the installation yourself, you might loose any claim for official support and risk loosing all your data which might be critical if you do not use the cloud storage or other backups.
So be aware that this is risky. There are some instructions for step by step first installation (for people who did not buy the system pre-installed) but a much easier way is to install manually the file from the link sent by Piero following the instructions below: To perform the operation you can first try the Manual update button in the update menu where the failed update is proposed to you (top right corner). Of course backup everything as described in the murena backup and restore support page.
If this first manual option did not work, you can enter the recovery mode and install the file with the sideload option.
The detailed instructions for an installation from Google-android are in piero’s link, click on /e/OS documentation and then Command line. This is not easy for someone who never did it and it is risky so beware of people saying it is easy because they have experience.
Thank you very much, GabrielT! There is no Manual update button in the update menu. Actually, it’s the download menu (not the update menu) that doesn’t work. But in the meantime, I got an answer from Murena through the dedicated support channel, so I hope they can help me.
Thanks again, Piero! Actually, it’s the download menu (not the update menu) that doesn’t work. So, I’m not able to download anything. In the meantime, I got an answer from Murena through the dedicated support channel, so I hope they can help me.
If I were you, I would not upgrade to v4. I have an S9 and after the upgrade to v4 I have issues like calling people sounds like robot and you can’t hear people on the other side and my WiFi not working proper anymore. There are more people with the same issues. I would wait with updating, but I’ll leave that up to you.
I hope the next update can fix that for you. Must be a nightmare. Thank you for warning me, I will wait.