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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!

1 Attachment

Responses

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.

lcalle

Guru

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629 Messages

4 years ago

@wldcat65@mookiej

 

Marshmallow for the M8/M9 is live as of this past Thursday, 5/12.  I have it running on my M8 and, while the update took about an hour to complete, it's running very smoothly with several enhancements and new features.  I do know that there have been several M8 owners who have had issues with the update not completing and, as a result, there has been speculation that the company has taken the update down.

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

Where is the update for the S6??  The unacceptable rate of dropped calls in Denver is one thing but the lack of urgency and communication on this rollout is flat out ridicuous!

Contributor

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1 Message

4 years ago

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

Tutor

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4 Messages

4 years ago

We shouldn't be waiting this long for Marshmallow to hit the S6. 2-3 months ago it was announced by Samsung that the software was released to the carriers for them to start working on it. Now ATT is the lone carrier yet to push it out still. This was a flagship device when it was released last year, yet it's one of the last to fully receive the update. Millions of S6 phones are still on Lollipop over a year after the initial release of the phone. This is a problem.
GLIMMERMAN76

ACE - Expert

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19.2K Messages

4 years ago


@Masterown35 wrote:
We shouldn't be waiting this long for Marshmallow to hit the S6. 2-3 months ago it was announced by Samsung that the software was released to the carriers for them to start working on it. Now ATT is the lone carrier yet to push it out still. This was a flagship device when it was released last year, yet it's one of the last to fully receive the update. Millions of S6 phones are still on Lollipop over a year after the initial release of the phone. This is a problem.

yeah its posted a few times a day.  I have MM on all my S6 devices.

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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.
smcphee723

Tutor

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8 Messages

4 years ago

Manually downloading the update does not work either. Downloads just fine, but fails at unzip/install. Same thing, unable to map file on bootloader screen. From what I understand, it works for some users and not others. HTC one M8.

Tutor

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11 Messages

4 years ago

Below is a reply to a message in this forum that I wrote last week. It never got a direct response by anyone from ATT - I believe all of my points to still be very valid below.

 

1. The policy of not giving out release information "in general" is fine. But the Samsung phone updates are no longer a "general" scenario - these phones are way over due for the MM update, and I feel that ATT owes it to it's customers to consider this a "non-general" scenario and give us some info on what is happening behind the scenes. Q: What is behind the delay, and is there a general timeframe of when we can expect the updates to start rolling out? Not a specific day, but give us a two-three week window at least.

 

2. The fact that some chat representitives and phone reps are telling customers that the update is available now, will be in a day, or that Best Buy has it, is flat out wrong, and also goes against what the supposed "general" policy is here. Q: Why do we have one policy here and just a blatant set of "misinformation" given over the phone and chat sessions with ATT reps?

 

 

Here was my below original message I sent last week:

----------------------------------

Kevin, ATT Support, et. al:

We customers of ATT understand the "general" policy for not releasing Information for phone operating system updates until the day it is released. But the situation with the Samsung S6, 6 Edge, and Note 5 is a special case and not a "general" case. These phones are WAY over due for the Marshmallow 6.0 or 6.0.1 update. All of the other carriers have the update available to these phones for at least one (and in some case two or three months), in fact some carriers have already released a supplemental update to these phones since the original MM release!

There is also the situation where the MM builds have been found on ATT's download servers and some customers have taken the semi drastic step to side-load the OS because they are tired of waiting and ATT's policy of no information.

There is also yet another situation where several representatives in online chat with customers or phone reps have given very different, andmisleading information, about the release. Some representatives have encouraged customers to go down to their local best buy and have the new 6.0 OS installed at the store. I have read where several customers have actually attempted to do this, only to be told at the store that there is no release available.so apparently not all of your support representatives are oncthe same page about not giving out release information or are just incredibly naive to the policy, or are outright just lying to customers to end the support chat or call to meet their daily quota of calls/sessions resolved. We don't know which one this is, and we can only speculate here.

This "general" policy should not apply now. ATT owes it to their customers to give some real facts surrounding the delay - why it is taking so long, and a general "window" of when we can expect to see it.

The canned responses that are seen time and time again in these forums are ridiculous and insulting to your loyal customers.

Please address this request for information on the 6.0 MM release in a professional way, and do not give us the canned response. ATT should have some respect to their customers who are paying money each and every month to your service - the customers who are paying for these phones.

Come on ATT - step up to the "respect" plate and give us some.

Sincerely,
Your loyal customers.

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.

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