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NEXUS S EUR Bricked OEM UNLOCK ERASE FAIL

Hey guys, i've a big problem.
Yesterday, suddently my nexus s didn't boot. It was stucked on Google logo.
It's rooted and it has the cm7 rom.
I tryed to reflash with cw recovery but i have an issue.
I cannot copy nothing on the sdcard partition.
I mount it with recovery and correctly copy the img from my pc. After i sync and dismount but if i remount the sdcard i cannot see the file that i've copied before.
It seems strange because if i try to format sdcard from recovery it says "done" but the data still remain.
After that i tried to lock and reunlock my phone but it fail.
I launch the command fastboot oem unlock, correctly the two-choices window appear, i select yes but on my pc i see (erase fail) and bootload remain unlocked.
Please give me some advice to resurrect my phone.
Thanks for the support, and sorry for my bad english.
Emiliano

fastboot oem unlock wont lock it, use fastboot oem lock.

i need to unlock it. i've locked now i need to unlock.
But the procedure
fastboot oem unlock
fail with erase fail errore.

I had almost the exact same problem yesterday. Tried literally everything and nothing worked. In fact it kept getting a little worse with every battery pull/reboot.
I purposely re locked the boot loader, right before I went to Sprint and paid $38 for a working replacement.
Probably be a good long while before I root another phone.
Sent from my Nexus S 4G using Tapatalk

After 4.0.4 OTA update device is bricked.
I have experienced the same issue you are discussing here.
A couple of days ago I received an OTA update to android 4.0.4 for my Nexus S device, vodafone UK. My phone is NOT rooted or OEM unlocked. The update downloaded but fails to install on reboot. The phone just returns to the original state, with the update waiting to install.
Any app or software will not work on the device, force closes error. If I attempt to restore to any factory settings or wipe / format the phone by any method you can come up with in a google search!, once the device reboots this change is ignored. If I copy any file on the Mass storage via usb, after the phone reboots the file is gone.
I've attempted to unlock the oem to flash the device in an attempt to resolve this, however when using ./fastboot oem unlock I get the following error:
... FAILED (remote: Erase Fail)
It seems the device has been screwed some how after receiving this update. It can only be a hardware error now....
Who is now responsible to fix this? i have had this Nexus S over 1 year now, can I take to Samsung or Vodafone for these guys to get repaired?

Sounds like hardware issue. Have you tried formatting the sdcard in windows or running chkdsk /F.

I Have Same Problem how can i fix it?
LeeVidor said:
I have experienced the same issue you are discussing here.
A couple of days ago I received an OTA update to android 4.0.4 for my Nexus S device, vodafone UK. My phone is NOT rooted or OEM unlocked. The update downloaded but fails to install on reboot. The phone just returns to the original state, with the update waiting to install.
Any app or software will not work on the device, force closes error. If I attempt to restore to any factory settings or wipe / format the phone by any method you can come up with in a google search!, once the device reboots this change is ignored. If I copy any file on the Mass storage via usb, after the phone reboots the file is gone.
I've attempted to unlock the oem to flash the device in an attempt to resolve this, however when using ./fastboot oem unlock I get the following error:
... FAILED (remote: Erase Fail)
It seems the device has been screwed some how after receiving this update. It can only be a hardware error now....
Who is now responsible to fix this? i have had this Nexus S over 1 year now, can I take to Samsung or Vodafone for these guys to get repaired?
Click to expand...
Click to collapse
please anyone can help me how can i fix my mobile ...

You can't. It's a hardware common issue without any solution. Better sent it to repair. My two cents
Sent from my
( •_•)
( •_•)>⌐■-■
Nexus S
(⌐■_■)
YYYYYYYEEEEEAAAAAAAAAAHHHHHHHHHHHH

sammme problem har you fix it?
benazhack said:
i need to unlock it. i've locked now i need to unlock.
But the procedure
fastboot oem unlock
fail with erase fail errore.
Click to expand...
Click to collapse
please help me if u get the solution plz

zaherrrr said:
please help me if u get the solution plz
Click to expand...
Click to collapse
Already been posted, you can't, warranty repair or you need to replace the main board(guessing £100-200?)
Sent from my ice cream powered Nexus S

DarkhShadow said:
Already been posted, you can't, warranty repair or you need to replace the main board(guessing £100-200?)
Sent from my ice cream powered Nexus S
Click to expand...
Click to collapse
Just figured something out, i had the same issues as described above, could only boot the phone with a hair dryer
The new update Jelly Bean 4.1.1 is more forgiving when it comes to booting (probably voltages of the internal SD!! I'm still testing, but as far as i can see now, the phone boots normally again now (no more stuck on the google logo)
My problems:
- Not able to unlock bootloader (erase failed).
- Not possible to boot normally due to faulty internal SD card (only able to boot with the 'hairdryer' trick).
What did i do:
- Just tried the same as the trick on booting: use the hairdryer when fastbooting!!!
- Have everything ready; cmd, fastboot files, drivers etc, phone connected to computer with USB.
- Try to boot it first after heating the phone with the hairdryer (get past the google logo) and then immediately remove the battery.
- Then boot into fastboot mode (power and vol. up).
- Immediately execute the 'fastboot oem unlock' command.
Voila, that did the trick for me. Status OKAY and my bootloader was unlocked.
Then ROOT and update the phone to 4.1.1 with the following instructions:
(not able to unclude link, see webtrickz dot com/guide-to-manually-update-nexus-s-i9020ti9023-to-android-4-1-1-jelly-bean)
That did the trick for me!
NO MORE HAIRDRYER FOR ME!!

OEM unlock FAILED (remote: Erase Fail)
Hi
I'm replying to this message to share my experience about the same issu i had.
I bought a broken nexus s on google, auction described the phone as messed up during some software update. When cell got here:
- Bootloader was loading and locked
- Bootloader was reporting no boot image and no recovery
- Recovery was flashed with cwm 6.0.1.0
When trying to oem unlock, I was getting "FAILED (remote: Erase Fail)" no matter what I try. My config was good i've unlocked many nexus s with the same setup.
In recovery I was not able to mount sdcard, system, boot, nothing was working as it should.
After many frustrating hours, i saw this post.. What a stupid idea.. But I have nothing to loose at this point.
I don't have a hair dryer but I do have an oven. I figured the idea was to get the phone really hot..
Set the oven to 170, convection on and cooked the phone without the battery and cover for about 5 minutes until it was really hot but not melting.
Did the oem unlock and guess what.. It worked on first try.
After that I was able to update bootloader, radio, recovery and installed latest cm10. I've wipped the phone a couple of time, tried everything I could think of to test if something is not working, but everything does..
No hair dryer?
Just cook you phone at 170 for 5 minutes.
Worked for me.. go figure..
hetile
TimeClypse said:
Just figured something out, i had the same issues as described above, could only boot the phone with a hair dryer
The new update Jelly Bean 4.1.1 is more forgiving when it comes to booting (probably voltages of the internal SD!! I'm still testing, but as far as i can see now, the phone boots normally again now (no more stuck on the google logo)
My problems:
- Not able to unlock bootloader (erase failed).
- Not possible to boot normally due to faulty internal SD card (only able to boot with the 'hairdryer' trick).
What did i do:
- Just tried the same as the trick on booting: use the hairdryer when fastbooting!!!
- Have everything ready; cmd, fastboot files, drivers etc, phone connected to computer with USB.
- Try to boot it first after heating the phone with the hairdryer (get past the google logo) and then immediately remove the battery.
- Then boot into fastboot mode (power and vol. up).
- Immediately execute the 'fastboot oem unlock' command.
Voila, that did the trick for me. Status OKAY and my bootloader was unlocked.
Then ROOT and update the phone to 4.1.1 with the following instructions:
(not able to unclude link, see webtrickz dot com/guide-to-manually-update-nexus-s-i9020ti9023-to-android-4-1-1-jelly-bean)
That did the trick for me!
NO MORE HAIRDRYER FOR ME!!
Click to expand...
Click to collapse

hetile said:
Hi
I'm replying to this message to share my experience about the same issu i had.
I bought a broken nexus s on google, auction described the phone as messed up during some software update. When cell got here:
- Bootloader was loading and locked
- Bootloader was reporting no boot image and no recovery
- Recovery was flashed with cwm 6.0.1.0
When trying to oem unlock, I was getting "FAILED (remote: Erase Fail)" no matter what I try. My config was good i've unlocked many nexus s with the same setup.
In recovery I was not able to mount sdcard, system, boot, nothing was working as it should.
After many frustrating hours, i saw this post.. What a stupid idea.. But I have nothing to loose at this point.
I don't have a hair dryer but I do have an oven. I figured the idea was to get the phone really hot..
Set the oven to 170, convection on and cooked the phone without the battery and cover for about 5 minutes until it was really hot but not melting.
Did the oem unlock and guess what.. It worked on first try.
After that I was able to update bootloader, radio, recovery and installed latest cm10. I've wipped the phone a couple of time, tried everything I could think of to test if something is not working, but everything does..
No hair dryer?
Just cook you phone at 170 for 5 minutes.
Worked for me.. go figure..
hetile
Click to expand...
Click to collapse
I'm speechless..hair dryer works for me too!!! THANK YOU GUYS!

[Q] Android won't boot...

Hey folks...I'm running into a problem I was hoping someone might be able to help with.
Earlier today I pulled my phone out of my pocket at work and saw that it was off...I thought that the battery must have died sooner than I thought. I started charging it in the car on the way home and it wouldn't boot up like normal. It would get to the google or "dots" screen and then reboot. I again thought that the battery might just be really low. After getting home and charging the phone all the way I still can't get it to boot up. As of now, one of 3 things will happen...
1-The phone will turn on, get to the google screen and bootloop (usually when plugged in).
2-The phone will turn on, get to the google screen and freeze.
3-Get to the "dots" screen and either swirl forever or eventually reboot and do one of the above again.
I've read some threads where people suggest this is a faulty power button, that doesn't seem to be the case for me though because I can get into fastboot and it won't select anything or turn off without me doing it.
I've used WugFresh NRT and wiped/reflashed android. I'm running out of ideas. Do you have any others?
I was running the stock 5.0.1, unlocked, not currently rooted.
Thanks!

kyle313 said:
Hey folks...I'm running into a problem I was hoping someone might be able to help with.
Earlier today I pulled my phone out of my pocket at work and saw that it was off...I thought that the battery must have died sooner than I thought. I started charging it in the car on the way home and it wouldn't boot up like normal. It would get to the google or "dots" screen and then reboot. I again thought that the battery might just be really low. After getting home and charging the phone all the way I still can't get it to boot up. As of now, one of 3 things will happen...
1-The phone will turn on, get to the google screen and bootloop (usually when plugged in).
2-The phone will turn on, get to the google screen and freeze.
3-Get to the "dots" screen and either swirl forever or eventually reboot and do one of the above again.
I've read some threads where people suggest this is a faulty power button, that doesn't seem to be the case for me though because I can get into fastboot and it won't select anything or turn off without me doing it.
I've used WugFresh NRT and wiped/reflashed android. I'm running out of ideas. Do you have any others?
I was running the stock 5.0.1, unlocked, not currently rooted.
Thanks!
Click to expand...
Click to collapse
Did you try flashing factory images?

ryukiri said:
Did you try flashing factory images?
Click to expand...
Click to collapse
Yeah, that was what I flashed :/

If you can get into fastboot you "should" be able to flash stock images... Obviously this will revert any root and you will need to flash TWRP/CWM recovery after.
I assume you have a Windows PC with fastboot/adb setup and all drivers etc..
- Download latest "stock" hammerhead images (I cannot post links due to XDA rules... so: "developers.google.com/android/nexus/images#hammerhead"
- Extract the .tgz archive contents on your PC into a folder
- Boot the N5 into fastboot and plug USB cable from phone into your PC
- Go to the folder with the extracted files and run the "flash-all.bat" script on Windows
**Hopefully at this point your device will start to respond.. I.e, on fastboot screen, at the bottom you will see "writing" or something, as the script runs on the command window on your PC.**
If this works, you should be able to reboot once complete and then wait to see if you can get back into your phone.. then you can fastboot again and flash custom recovery, and then whatever rom.
If however you have a hardware issue (i.e, even after the above process it fails) then I am not sure what you could do... I guess ensure it has a complete charge. If you can get into fastboot and the buttons are responsive then it should not be a faulty power button.
Hope this helps :good:

Have you tried a simple factory reset? Reason I ask is it was working fine so sounds like something needs "flushing out" clear cache etc.

kyle313 said:
Hey folks...I'm running into a problem I was hoping someone might be able to help with.
Earlier today I pulled my phone out of my pocket at work and saw that it was off...I thought that the battery must have died sooner than I thought. I started charging it in the car on the way home and it wouldn't boot up like normal. It would get to the google or "dots" screen and then reboot. I again thought that the battery might just be really low. After getting home and charging the phone all the way I still can't get it to boot up. As of now, one of 3 things will happen...
1-The phone will turn on, get to the google screen and bootloop (usually when plugged in).
2-The phone will turn on, get to the google screen and freeze.
3-Get to the "dots" screen and either swirl forever or eventually reboot and do one of the above again.
I've read some threads where people suggest this is a faulty power button, that doesn't seem to be the case for me though because I can get into fastboot and it won't select anything or turn off without me doing it.
I've used WugFresh NRT and wiped/reflashed android. I'm running out of ideas. Do you have any others?
I was running the stock 5.0.1, unlocked, not currently rooted.
Thanks!
Click to expand...
Click to collapse
Did you choose the right model and firmware before you flash in WugFresh NRT?

The above could be right, however when I've used it, it's pointed out if I made that mistake. Having used his software dozens of times I've found it will bring any Nexus 5 back to life.

howard bamber said:
The above could be right, however when I've used it, it's pointed out if I made that mistake. Having used his software dozens of times I've found it will bring any Nexus 5 back to life.
Click to expand...
Click to collapse
Hello! I am apologize for that I didn't read the OP carefully. This happened to me once in that particulary way, but it was immediately after flashing. OP says that it happened suddenly, without reason. So now I am the one, who doesn't read, right? Sorry for that.
Regards, Zagor

Thanks for the responses, but I'm still having trouble.
I have been able to successfully write the newest stock android 3 times (1 without full wipe, 2 with) and the phone still can't boot up and goes through one of the three issues above.
I've also been able to get to the system recovery from the bootloader and I've tried wiping the cache and doing a factory reset from there and the problem remains.
I'd contact google, but I bought it at launch so I don't think they'll do anything for me since it's been 1+ years.

kyle313 said:
Thanks for the responses, but I'm still having trouble.
I have been able to successfully write the newest stock android 3 times (1 without full wipe, 2 with) and the phone still can't boot up and goes through one of the three issues above.
I've also been able to get to the system recovery from the bootloader and I've tried wiping the cache and doing a factory reset from there and the problem remains.
I'd contact google, but I bought it at launch so I don't think they'll do anything for me since it's been 1+ years.
Click to expand...
Click to collapse
Sounds like you have a bad nand sector. From fastboot try:
Code:
fastboot oem lock
Then reboot into fastboot and check if it's locked or not. If the device isn't locked your emmc is corrupt and there is nothing you can do. If that is the case call Google and they will most likely help you out with a RMA.

theesotericone said:
Sounds like you have a bad nand sector. From fastboot try:
Code:
fastboot oem lock
Then reboot into fastboot and check if it's locked or not. If the device isn't locked your emmc is corrupt and there is nothing you can do. If that is the case call Google and they will most likely help you out with a RMA.
Click to expand...
Click to collapse
I was actually able to relock the phone.
Luckily I called google and they're going to send me a replacement.
If anyone else has any other ideas, I'll still take them...I'd rather not be without a phone for the next week!

You won't be without a phone - they are sending a refurbish unit to you , putting a block on your credit card and waiting for you phone to arive at them. Once that happens they will release the funds.

[Q] Android noob Moto G bricked?

Hello, I've bricked my device (( moto g xt1032, I bought the device from Tesco back in 2013 and I just wanted to get the lollipop update on my phone, I looked online and found this video: watch?v=-L44JqysUy8 it didnt do as intended it rebooted and my device was ok, so I looked again and came accross a thread here on XDA: http://forum.xda-developers.com/moto-g/general/gpe-ota-lrx21z-5-0-1-xt1033-xt1032-t2969847
first mistake I made was doing step 2.1 instead of going straight to 2.2, my phone rebooted and got stuck in a boot loop (i think, it was a black powered by android screen) I looked on google yet again and found an article that told to clear the cache in recovery I did that and it didnt work, boot loop again, then I found a forum post saying that having bluestacks on your machine will cause a conflict I uninstalled that and started from scratch with the same problem, I re did the steps seen in the above youtube video thinking that would put my device back to normal and still stuck in bootloop with the blue motorola m logo, I cant enter recovery of the fast boot menu anymore and my battery doesnt seem to be charging, its essentially a paperweight.

paulh2k8 said:
Hello, I've bricked my device (( moto g xt1032, I bought the device from Tesco back in 2013 and I just wanted to get the lollipop update on my phone, I looked online and found this video: watch?v=-L44JqysUy8 it didnt do as intended it rebooted and my device was ok, so I looked again and came accross a thread here on XDA: http://forum.xda-developers.com/moto-g/general/gpe-ota-lrx21z-5-0-1-xt1033-xt1032-t2969847
first mistake I made was doing step 2.1 instead of going straight to 2.2, my phone rebooted and got stuck in a boot loop (i think, it was a black powered by android screen) I looked on google yet again and found an article that told to clear the cache in recovery I did that and it didnt work, boot loop again, then I found a forum post saying that having bluestacks on your machine will cause a conflict I uninstalled that and started from scratch with the same problem, I re did the steps seen in the above youtube video thinking that would put my device back to normal and still stuck in bootloop with the blue motorola m logo, I cant enter recovery of the fast boot menu anymore and my battery doesnt seem to be charging, its essentially a paperweight.
Click to expand...
Click to collapse
im now back to the boot loop thing not much better lol, is it fixable or should i just not bother

If it is booting up, then probably it is soft bricked. Not hard bricked.

If it can detect in ADB, re-flash the recovery?

Thankyou both for your replies, I dont know why I bothered back in the day symbian was so much easier lol, im an absolute noob when it comes to this so how would i go about getting to the recovery you mention, i can get to the fastboot menu but after selecting recovery the phone just loops at the boot logo

SInce it is bootlooping, I'm not sure which ROM is currently on your phone.
Try and flash the recovery from the ROM you tried to install by finding the recovery.img file, boot the phone into fastboot, and type "fastboot flash recovery recovery.img" or, if using mfastboot commands, type "mfastboot flash recovery recovery.img".
If you can't get into recovery, flash the recovery from your original ROM.
If you still can't get into recovery, flash your stock ROM, one partition at a time.
In fastboot, which bootloader version is on your phone?

the last thing I flashed was the link provided in the youtube vdeo if that helps, ive done the recovery thing and it still loops, my bootloader hmm im not sure heres the details from the fast boot screen..
AP Fastboot Flash Mode (S)
41.13 (sha-7dc8e78, 2014-06-16 16:33:29)
Device is locked Status Code (0)

is it because my bootloader is locked, I fail

You need to unlock your bootloader via the motorola website.

Thanks for your reply it turns out its not eligible for unlock for some reason so I'm deciding its a decent paper weight and giving up, I really appreciate the replies and the time the posters have taken out to help, I'll know to take my time to read every detail if I decide to do this again, thankyou!!

Are you sure it's not eligible? I thought my Telus xt1032 was not eligible but it turns out I mistyped a couple of numbers.
I tried a few hours later and I got the code from Motorola.

audit13 said:
Are you sure it's not eligible? I thought my Telus xt1032 was not eligible but it turns out I mistyped a couple of numbers.
I tried a few hours later and I got the code from Motorola.
Click to expand...
Click to collapse
I copied and pasted direct from the cmd, I read on another forum that you needed to be logged into the phone with the Motorola account which I didn't

I don't recall logging into the phone, I just recall logging into the Moto site with a google ID.

Don't worry bro just try and you will be successful. I'm also bricked my Micromax Canvas A1 on first try.

audit13 said:
I don't recall logging into the phone, I just recall logging into the Moto site with a google ID.
Click to expand...
Click to collapse
Thanks ill try it again

lol i need to wake up, I had spaces when iIcopied from the cmd its working now... and I have the code!!!

and im unlocked ! so what do i do know, i dont want to ruin it all now

Excellent. Boot into fastboot and post your bootloader version. It should be 41.xx.

41.13 ? thats on the second line in the boot menu

You have a KK bootloader. I suggest downloading the stock 4.4.4 ROM for your carrier and flash everything except the gpt and motoboot file. Once you finish flashing all partitions via fastboot, use the phone's volume button to boot into recovery, wipe perform a full wipe, and reboot.

Frozen on Google screen and recovery splash

Unlocked, rooted, TWRP, Cataclysm Final Lollipop (my phone never played nice with any MM ROM I tried, so I just went back to this and have been great ever since)
My phone has been rock stable for months, today I pull it out of my pocket and the screen is black. I turn it back on and it freezes on the Google screen with the unlock logo.
I can get into bootloader via power+voldown, but if I launch recovery it gets past the Google screen but then freezes on the TeamWin page.
Any suggestions, please? Searches intimate power button issues, but given I get no bootloops, I can turn the phone off reliably by holding the power button down, and it freezes at the same point consistently, it's hard for me to think that's the issue in my scenario, too. Thank you!

As an update, I used fastboot to successfully flash the newest version of TWRP, just to be sure, but it still gets stuck in the same spot, as does trying to boot normally.

Try flashing a stock ROM including userdata.img file.

audit13 said:
Try flashing a stock ROM including userdata.img file.
Click to expand...
Click to collapse
Thanks for the suggestion. Is there any way to get my personal data off before I do this?
I guess beggars can't be choosers, but I'd hate to lose anything I don't have backed up already if it ends up being another issue after all (the power button, etc.).
A corrupted ROM can prevent a clean, freshly-installed recovery from launching properly?
Thanks again.

Try flashing different version of TWRP? Maybe one of them will allow you to mount the data partition and copy off your data.

While trying to flash the (stock) new system images, I keep getting "remote: flash write failure" and/or "remote: failed to erase partition." This is via a toolkit or manually via fastboot.
The bootloader remains unlocked through all this
It's especially odd, since now I'm getting it on my recovery partition, which I was able to write to earlier today.
A cursory search of this forum suggests I'm SOL unless I replace the whole motherboard, at which point I might as well get a new phone. Do you (all) concur?
Last ditch thought: I went jogging when it went dead--outside chance a connection to the memory on the motherboard got jostled and could be reattached? Or is it fried?
Continued thanks.

The memory is soldered into place but it is possible that something happened during your jog. I also jog with my nexus 5 for 20 to 30 km per week and have done so for the past year without any issues.

[Completed] Recovery mode is gone, Factory mode is gone, help me XDA you're my only hope...

So here is a string of steps I've already been through in trying to save my bricked Nexus 6: [Can't post outside link yet...]
Basically I got the 'your phone is corrupt' message from google and it kept forcibly shutting down. It would not boot up so someone suggested I side load a rescue OTA. At this point recovery existed and I went through all the steps and had it installing, only to fail mid-way through (~52%) and give me a 'read error' on my command prompt. I started the whole process over again just fine and it got to 73% before 'read error' failing again. I thought no big deal, I'll just keep doing this until it gets to 100%. Nope, recovery is gone. I cannot get there anymore. I start into Fastboot mode and scroll to recovery and hit power and it just goes to a new Fastboot screen and keeps flashing every time I try to select it. The Bootloader logs give me a 'failed to validate boot image: ret=-1' message and says 'Boot up failed.'
I can't find a single guide online that doesn't require recovery mode to work. At this point I don't care about my data and just want to get this phone working again before I throw in the towel and pay Motorola $175 for a refurb. I'm just barely over a year too. The Nexus 'expert' gave up and blamed the memory and maybe he is right but I wanted to run this by you guys first. This phone was completely stock and unrooted.
The only reason why I feel there is still a chance is because when I connect USB my computer reads it as an Android Device in Device Manager with 'Android Bootloader Interface' as a sub device. If the computer can read it, isn't there a chance that some kind of software exists that can forcibly load a new bootloader onto this phone without recovery? I'm 'competent' with computers and android phones but I haven't rooted or done any custom stuff in years so I'm at a loss for what's out there.
Thanks in advance for any help you can give me, even if it's to tell me I'm SOL.

Ok so far I have tried to load a custom recovery but that requires an unlocked bootloader. Then I tried using a toolkit to flash stock as a soft-bricked device but that also requires an unlocked bootloader and I can't unlock the damn bootloader. You know, I thought I was just playing it safe by leaving this phone as-is instead of playing around with it but it looks like I screwed myself by doing so.

Is this the wrong forum for this question?

JQ3 said:
Is this the wrong forum for this question?
Click to expand...
Click to collapse
Sorry for the delay
We have a dedicated help section for your device here
http://forum.xda-developers.com/nexus-6/help
Ask there to receive help
Good luck