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4 Messages

Fri, Jan 17, 2020 3:55 AM

LG G8 hasn't been receiving latest updates.

I'm stuck on the September security patch (G820UM10n), despite the AT&T website claiming there have been two more updates since, versions G820UM10q and G820UM10r (on Nov. 26th and Dec. 9th, respectively). I called AT&T support, and they claim they haven't updated the phone since August 31st, which was almost a month before the September update I received, so I'm not sure how that works.

I've tried a factory reset, but that didn't change anything.

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ATTHelp

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120.3K Messages

4 months ago

Greetings @Mastershake1441

 

We're more than happy to look into why your device isn't receiving the latest software update!

 

  • Does the android device you currently have is AT&T branded?
  • Have you received any error messages when downloading the firmware update? If so, what does the error message say?
  • Was the cellphone previously on the AT&T network or with a different wireless carrier?

Please review our previous forum post: AT&T Things to know: Firmware Updates which will provide more information and details on software downloading requirements.

 

Let us know if this helps!

 

Dwight, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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4 Messages

This phone is AT&T and currently on a prepaid AT&T plan. I have received updates in the past, but not since September. Nothing had changed that would have affected being able to download updates.
I have factory reset the phone several times, each time trying different things to trigger the update, but it still hasn't worked. I try when the phone is completely charged, I have over 100GB of free space on the internal storage, all other applications are closed, I am connected to Gigabit internet over wifi, I have tried both the 2.4 and 5GHz wifi bands. I have tried while disconnected from wifi with adequate data coverage.

I have contacted AT&T customer service twice, the first time they told me they didn't see updates, I suspect because the person kept looking at the wrong phone's information. The second time they saw that my phone had an update pending, but transferred me to LG customer service, who told me that AT&T is responsible for Over-the-Air updates.

I have tried absolutely everything I can. I just need AT&T to push the OTA update to my phone using the IMEI, but customer service doesn't seem like they know what I'm talking about or aren't knowledgeable to do so, which I suspect is because I am on a prepaid plan, which doesn't receive good customer service. I tried going into an AT&T store, but the employee there was not interested in helping if it didn't involve me purchasing anything in the store. If I hadn't just bought this phone or if I were able to take it to another carrier I would gladly switch service providers because this simple task has been a nightmare and customer service has been terrible.
Brand User
ATTHelp

New Member

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120.3K Messages

Hello, @Mastershake1441,

 

Thanks for that information. If your LG G8 is able to get the software update, you should be able to do so your self by going to Settings>General>About Phone>Software Update on your device and then following the steps provided. If the update will not download, you'll need to reach out to the manufacturer for more assistance.

 

Here's more information on how to download the update manually and verifying the update.

 

Have a great week.

 

James, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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4 Messages

As I said in my previous post, I HAVE tried downloading it a multitude of times. I HAVE reached out the manufacturer and they told me AT&T is responsible for OTA updates and there's nothing they can do. The link you sent has no option to manually update, which to me, would be downloading and flashing the update file via a computer. Are you reading my posts at all? I need to contact someone at AT&T that can actually help, but I get forwarded to prepaid customer support, who, as I said, are unable or unwilling to help in a productive manner.
Brand User
ATTHelp

New Member

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120.3K Messages

Hello, @Mastershake1441,

 

The steps provided will assist your device in receiving an update OTA. If it doesn't receive it you'll need to reach out to the manufacturer for the update.

 

Have a great week.

 

James, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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4 Messages

Okay, you obviously aren't reading my messages. I said I have spoken with LG and they DO NOT provide OTA updates for AT&T branded phones, only AT&T can do that. That is why I cannot use the LG Bridge software to download the update. ONLY AT&T can provide the update, and I have done everything you or anyone else has said, and still have not received the past two updates. This is ridiculous. I have never experienced more inept customer service. I will be ending my service with AT&T, even if it requires me to purchase a new phone, due to this.

ATTKevin

Former Employee

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408 Messages

Just going to step in here - I hope you don't mind!

Have you tried clearing the cache partition on your device? The previous updates could have failed, and the remenants are preventing new updates from being downloaded/installed. The cache is also seperate from doing a factory reset (which I know you've tried countless times) and that could explain why the reset didn't fix it.

Settings -> General -> Storage -> Internal Storage -> Free Up Space -> Temporary Files & Raw Files -> Select "Cached Data" -> Delete -> DELETE.

Give that a shot if you haven't already and let me know how it goes.

New Member

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3 Messages

4 months ago

I am also facing similar problem. My LG G8 software is still stuck on G820UM10g. I have tried to update it manually but I keep getting your current software up to date message, which is obviously not correct. What can I do?
ATTKevin

Former Employee

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408 Messages

@Bolalanre Have you tried the steps that I've outlined above about clearing your cache? I think that'll solve the issue. Let me know!

New Member

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3 Messages

I have done that. I relocated outside the U.S. therefore I had to unlock it in order to be able to use it in my new location. Should that be the reason I'm not getting the update? I am also not using at&t SIM, but it is at&t branded LG G820UM10g
GLIMMERMAN76

ACE - Expert

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19.5K Messages

@Bolalanre

You have to be in the USA and a ATT customer to get updates that is why you are not getting updates.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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1 Message

Just wanted to chime in here. I am having this same issue. Stuck on the G820UM10m version. Tried EVERYTHING as I have been researching for months now. I am located in the US. I have an ATT sim. I have cleared the cache. Every time I check for updates it says "Current software is up to date." Does anyone have another idea?

New Member

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2 Messages

i'm using LG G8 thinQ AT&T

Imei : (Edited as per community guidelines)

Now, i'm working in Viet Nam and My bussiness trip to 2021

and i don't have Sim Card AT&T carrier

so i can't update my phone to android 10 !

Please help me to update android 10 for LG G8 ThinQ AT&T

Why don't we update Android 10 by LG Bridge ??

i think AT&T Carrier very bad and i feel uncomfortable when i buy LG G8 ThinQ in AT&T Store

I just need AT&T to push the OTA update to my phone using the IMEI ((Edited as per community guidelines)) !

Thanks !

(edited)

GLIMMERMAN76

ACE - Expert

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19.5K Messages

@minhthien0711 you have to be in the usa and a att customer to get those updates.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.