Oct 30, 2023
Issues accessing storage after updating to Android 14
Known Issue
Update 11/10/23
The November Update is now available to all users. Please see the following paths depending on your device issue:
For impacted devices unable to access media storage: The November system update should fully restore data to devices that are unable to access media storage. If you have not yet received the update, you can go to Settings > System > System Update to trigger the update immediately.
For impacted devices that are repeatedly rebooting: Today, we are publishing a specialized solution via Pixel Repair Tool to recover partial data for devices that are repeatedly rebooting. This process offers the same solution as the form submission we detailed in earlier updates. This specialized solution will also enable devices that have been stuck in the repeat reboot state to receive the official November system update.
If you’d like to try the process on your own, please visit one of the following links to the Pixel Repair Tool based on your carrier, where you can find on-screen instructions:
- For AT&T (Pixel 6, 6 Pro, 6a), all Japanese carriers (Pixel 7, 7 Pro, 7a, Fold), click here.
- For all other devices/carriers, click here.
If you previously submitted the form to receive this November Update, you will hear from our Pixel Support team via the provided email address as early as Monday, November 13th to walk you through the data recovery process. This process is the same as the specialized solution detailed above. The form is now closed, so please reach out to Pixel Support with any additional questions.
Thank you again for your patience as we continue to work through this issue. For any other questions or concerns, please contact Pixel Support.
Update 11/7/23
We’ve started rolling out the official November Update for Pixel devices, which helps remedy some of these issues and prevents new devices from being impacted. While the update continues to roll out over the next week, here’s what you need to know depending on the issue impacting your device:
- Device is unable to access media storage – Once these devices receive the official November Update, data should be fully restored. If you are experiencing this issue and you don’t want to wait for the November update, you can complete this form to return your phone to a normal state.
- Device is repeatedly rebooting – Since these devices cannot successfully boot, your device will not be able to receive the November update. You’ll first need to submit this form to enable your device to reboot normally before you can receive the update. Data recovery solutions are still being investigated for devices that are repeatedly rebooting. We’ll share additional updates soon.
Note that if you signed up for the Android Beta program to resolve this issue and wish to exit, you can wait until the December Update to do so without wiping your data, or you can opt-out now but user data on the device will be wiped.
Thank you again for your patience as we continue to work through this issue. For any other questions or concerns, please contact Pixel Support.
Update 11/02/2023
Thanks again for your patience. Starting in the next two weeks, we’ll roll out an Android update for impacted users that will return their devices to an operable state. Unfortunately, this update may not enable data to be recovered for devices that are repeatedly rebooting.
In the meantime, we’re actively working with users 1:1 via Pixel Support to share temporary workarounds that may help. See below for a brief summary of the temporary workarounds currently available:
- Factory Data Reset (FDR) – This will clear your device’s storage, so we only recommend this if you have recently backed up your data. FDR can be completed even if your phone is repeatedly rebooting using the device’s buttons.
- Over The Air (OTA) Test Update – We’re currently testing the upcoming Android System update over-the-air. For devices where the primary user is unable to access media storage, this may help remedy the issue without clearing your device’s data. Complete this form to receive the test update within 24 hours, which can take 1-2 hours to fully update.
Original 10/29/2023
We are aware of an issue occurring on some Pixel devices (Pixel 6 and later models) that have both received the Android 14 update and have multiple users (other than the primary user) set up. Multiple users include users, guests, restricted profiles, and child users. However, it does not include having more than one Google account within the primary user or work profiles.
Depending on the device, this issue can result in the primary user being unable to access media storage. Alternatively, the issue can reboot the device with a “Factory data reset” message. If this message is accepted, data that is not backed up can be lost, and if it is declined, the device repeatedly reboots with the “Pixel is starting” message.
We’re continuing to work on fixes for impacted devices, and have already pushed out a Google Play system update that will help prevent this issue from being triggered on additional devices. To check if a Google Play system update is available for your device, follow the instructions in this Help Center article.
If you’re experiencing this issue: If your impacted device is unable to access media storage, we anticipate a system update will repair the issue and restore access to media files without requiring a factory reset. If your device is stuck in a "Pixel is starting" boot loop due to this issue, we are investigating methods that may be able to recover some data. We’ll provide more information as soon as it is available.
For users who are not experiencing this issue, or have already factory reset their device, we recommend avoiding creating or logging into a secondary user on the device until the OTA update is available.
We're sorry for the inconvenience this has caused, and we appreciate your patience.
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Last edited Nov 10, 2023