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ATTKevin

Former Employee

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408 Messages

Thu, May 12, 2016 9:52 PM

Marshmallow Updates & Discussion

Android Marshmallow.PNG

 

Hi Everyone!

 

After seeing all of the discussion around Marshmallow (and observing how spread out it is), I thought it would be a great idea to create a dedicated place for us as the mobility community team to share the information we have.

 

Anyone is welcome to join in the conversation; all I ask is (as a personal favor) we keep the conversation civil. We want to get you the information and updates as much as you want them. I think that's fair 🙂

 

Keep reading to see all news, updates, timelines, and anything else we have to share. This is a living post, so check back often!

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Responses

GLIMMERMAN76

ACE - Expert

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20.3K Messages

4 years ago

@Kenw99

 

No carrier gives update schedules.  Tmobile had a site that showed the update status in 3 stages that was never right.  The note 5 went from oem status to released a week after the update launched.  Verizon posts there update logs the day before a update goes live.  ATT on the other hand does not even update there support docs till days after updates drop.

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*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.
Kenw99

Teacher

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13 Messages

4 years ago

I am very well aware that currently no carriers provide an accurate update schedule. My point is that the entire industry is evolving and as more folks become aware of updates, etc. the carriers may need to rethink their processes and become a bit more transparent.

 

I have worked in the automobile industry for over four decades- it is a great example of the consumers driving significant change in the business model.

 

Only time will tell, as they say!

wldcat65

Tutor

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6 Messages

4 years ago

I was just told by JR from AT&T that the current release for the HTC one M8 is not Marshmallow. The most current release is 5.0.2.

maraths1

Mentor

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52 Messages

4 years ago

IS this how you are going treat flagship customers 6 months old device? This is getting ridiculous. I hate Samsung and I hate AT&T and I hate Android fragmentation now. I might just leave for Tmobile ugh!

Contributor

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2 Messages

4 years ago

Samsung released the update months ago. It's just AT&T holding it back. I'm so mad too

Contributor

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2 Messages

4 years ago


@ATTKevinCS wrote:

Update – 5/12/16

 

Marshmallow 6.0 updates for the following phones:

 

  • HTC One M8 (OP6B120)
  • HTC One M9 (OPJA110)

 

The updates are available via FOTA (over the air) and manual download. Please note that a Wi-Fi connection is required to download the update.

 

Kevin, AT&T Community Specialist


The Marshmallow update fails on my HTC One M8 as well.  Searching online, it appears there are a number of people experiencing the same issue.

 

missing bitmap oem_unlockbg (Code -1)
missing bitmap oem_unlock_bg_yes (Code -1)
missing bitmap oem_unlock_bg_no (Code -1)

@Find no match PARTITION: for package path @/cache/recover/block.map

Finding update package...
Opening update package...
E:failed to map file
Installation aborted

 

Is there a minimum space requirement?  I know the download itself is 1 Gb.

wldcat65

Tutor

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6 Messages

4 years ago

Where can you get the manual download. Talked to a tech yesterday via chat and was told Marshmallow has not been released yet for HTC one M8.

Contributor

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1 Message

4 years ago

Where does one go to get assistance with the update when it fails to install on the M8? Worked fine on mine and my daughters phone but on my wife's it fails after downloading. It starts to unzip then shuts down and the boot loader screen comes up saying update failed to install and I can only choose to restart the phone as no other option will allow update to complete.

Contributor

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1 Message

4 years ago

The update downloads then reboots and fails to install. Then ask to download again, caught in some kind of loop.

rclevenger

Teacher

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16 Messages

4 years ago

@GLIMMERMAN76

I did not take it personally. Has ATT has gotten to be such a large service based company that it no longer cares about the very customers who helped them get where they are today?

Contributor

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1 Message

4 years ago

I am in the same loop.  I have yet to figure out how to tell it to stop trying to download after each failure... even when I am not on WiFi.   To prevent burning through data I have had to turn the phone off or go to airplane mode when not on WiFi.  Basically, the phone is not useful as a phone anymore until the update succeeds. 

 

Kevin

Contributor

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1 Message

4 years ago

Just wondering when the marshmellow update would hit the note 4?

ATTKevin

Former Employee

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408 Messages

4 years ago

Hello everyone,

 

Before I go into my responses, I really want to reinforce how much I appreciate you all asking questions and telling us about your status. I can’t begin to describe how important all of this is and I truly want to thank you. You’re spending your time to engage us and help out your fellow community members; I’m extremely grateful.

 

@rclevenger,

 

It’s no problem! While I enjoy the situation as much as you all ( Smiley Happy ), I’m thrilled we’re working on this together to get a resolution. I understand that frustrations are high (rightly so) and everyone is simply looking for answers. If I have to take a bit of flak for this, it’s totally fine. I appreciate your empathy and I’m hoping I’m giving the same level of empathy towards you and everyone else here.


1.“Allow what I will refer to as power users to assist ATT in testing the various beta builds. The more people testing the faster the testing cycle will go and the more bugs that will be found and fixed before production OS releases.”

 

We’re on the same page around this. In fact, when I was writing my first response to you, I had actually written about something similar. It ended up on the editing room floor, but it’s a great idea. I would love for our power users to help test these updates and provide input to AT&T and the community. One of the main selling points of this is that those users tend to be tech-savvy. They don’t mind going through a few hiccups along the way (as there undoubtedly will be).


2.“Set-up a Beta testing section on this forum site for bug reporting and OS performance reporting from various device by model types.”

 

That side of your ask is within our control. If we can somehow get a program like what you’re talking about off the ground, that would be a relatively easy thing to accomplish.


3. I know your intentions on this one. It’s a good idea, though as @Glimmerman mentioned, I don’t know if AT&T would ever consider that.


4.“Provide a weekly update on new devices, rate plans, special offers and network/OS upgrade status.”

 

We’re working on something J This thread is definitely an eye opener for a lot of business groups.

 

@smcphee723,

 

We’re you able to get the update to work? I read your post and it seems like cleaning the cache didn’t resolve it.

 

Hi @troyintn,

 

It’s my pleasure putting this together! Talking to customers is definitely something I enjoy doing. Who else gets to do this all day?! I’m very fortunate.

 

When you say that I’m the only AT&T representative who’s given everyone the time of day, can you tell me more about your experience? Was it on the phone? In a chat? Or on these forums? If it was on these forums, that’s my team. If there’s anything we can be doing better, definitely let me know. Don’t pull punches ok? Smiley Happy

 

It’s a tricky situation commenting on this as I’m really not an engineer. I don’t know what their process looks like for deploying updates. That’s where this thread is helping; we’re using your feedback to gain more transparency on these internally and externally.

 


@ATTTimCS came across a great article that might give more context. In it, it talks about some of the other carriers experiencing a host of issues with their devices after the update. Marketing plug aside, AT&T really wants to make sure our customers have the best experience across the board. Because of these reported problems, I can see them being a little more cautious.

 
Check out the article here.

 
I wish I had a better answer for you; if I hear anything, I’ll definitely post back and let you and everyone else know.

ATTKevin

Former Employee

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408 Messages

4 years ago

Hi @NIgelDarren,


As a first time AT&T, let me first welcome you. Welcome!


I apologize that the update isn’t out yet for your device. That doesn’t make for a great first impression. As of now, we don’t have a timeline for the release. As soon as I can share anything, I definitely will.


I know this isn’t the answer you’re looking for and I sincerely apologize for that. Keep being vocal, keep being persistent. We’re listening to our customers more than ever before, and continuing to be part of the conversation can only help.

 

Hey @Twitchy,


As I work for AT&T, I’m a little biased towards them Smiley Happy


Let me give you my perspective on this. Everyone I work with has AT&T. All of their family members generally have AT&T. Most of their friends have it. Being as large as we are, there’s a good chance that everyone working here will talk to someone in a day that uses us.


When you have so many people in your life connected to you through your company, you really wouldn’t want to do anything wrong by them.


The point is, this translates to all of our customers. If we wouldn’t want the people in our personal life to be forced to upgrade in such an underhanded way, we wouldn’t that for anyone.

 

Happy Monday @GLIMMERMAN76!


That’s a really good idea. I think shying away from talking about phones that aren’t getting upgrades isn’t the right way to go. We should be more open about talking about it even if the people affected won’t like the outcome. At least they would know what’s going on and can manage expectations better.


Thanks!

 

Hello @DextarRogue,


Every customer makes a difference. For me, saying that isn’t some corporate feel good statement. It’s true. You just have to look at the person as an individual and not as part of a giant user base.


I understand the frustration as I’m right there with you with this whole thing. I really do appreciate you voicing that here.


I’m sorry to hear about your customer service experience; can you tell us more about it? Over at @ATTU-verseCare, I know they would want to hear your story. We can’t fix what we don’t know about.


If you don’t want to talk about it here, can you shoot them a message by clicking here?


Being honest, I don’t know if we will have an option to buy an unlocked device that can be updated from Samsung. That’s good feedback though, so I’ll pass it along.

smcphee723

Tutor

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8 Messages

4 years ago

Sorry, no. Cleaning the cache did not help. I am seeing several people post and it seems the success of the update installing is hit or miss. Makes me curious why it works on some and not others...

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