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The Samsung Galaxy S24
tortcat's profile

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14 Messages

Sunday, September 18th, 2022 3:29 PM

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S21 5g ultra, I am still on Android 11. It is September 2022, when does Android 12 come out?

I am still on Android 11 and when I check for software updates it says " none found'?   This is September 2022, when please are the ATT s21 5g ultras getting Android 12?

Thank you!

This conversation has been merged. Please refer the main conversation:

Still have not received S21+ Android 13/One UI 5 update

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14 Messages

2 years ago

So The REAL problem is it won;t realize there are updates out there. When checking for an update it keeps saying " software up to date" but it is not.

Spoke with ATT cust service...then waited and spoke with advanced repair. They tried sending updates but no good.  I connected it to Samsung Smart Switch and it says software up to date...which is completely wrong. I got the phone from the dealer back in May 2021...and the security software still says "May 2021". It wont update the os as for some reason it "thinks" it is current but this is way off base.

Advanced tech support is having me go to the dealer...I have an appt this evening at the ATT store...the repair depart says they can update me at the store...we shall see...

I dont know of anythign else I can try to do short of a factory reset ( and I asked adv repair if I should do that and was told no...to go into the store) so guess we shall see what happans

ACE - Guru

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1.2K Messages

2 years ago

@tortcat 

This was a common problem a few years back, but AT&T seemed to mostly finally resolve it.  I say mostly because there are some that still weren't getting updates.  You seem to be one of those that never got fixed.

What apparently happened was that somehow AT&T's back-end services that keeps track of AT&T phone updates loses the connection between your account and the phone's IMEI. 

For a while, there was a small, but significant enough percentage of AT&T's Samsung phones of all models that weren't being seen by the update services to send updates to them.  The cellular account services would see them - which is why phone calls still worked, but not the services that push the updates.

That's why even when a customer service rep would say that they pushed an update, the phone would still never actually get it.  No matter how many times they would try, it would never work.

Are they telling you that an AT&T store could install the updates?  I'm not sure.  Maybe a corporate store.  But a uBreakiFix store definitely can perform such updates. If there is one near you.  From past postings about it, usually once you are finally up to date, subsequent updates finally start coming in on their own again.

And, yes, AT&T has had Android 12 for that phone since way back early in the year.

(edited)

New Member

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14 Messages

2 years ago

Thanks Joel.  Ya was a bad experience tonight. The ATT store was useless...spent an hour as they kept calling people...then they told me to drive to a Best Buy with a samsung store...I would not leave until they called , so they called   and best buy was on the phone and made me an appointment...drove there... about 45 mins away...only to find out they did not have the equipment so they said to go to another store...got there same issue.  Disgusted I came home.

I have done a factory reset and same issue. Dang software still stuck at version 11...may 2021 security update.

So basicly...I am hosed. I can either file a claim with Asurion and pay the $250 deductible....or live with reduced functionality.  AND I still have like a years worth of payments to boot.

Never seen such poor customer service.  

Community Support

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232.4K Messages

2 years ago

Hey there, tortcat! That software version should have already pushed to your device.

 

On March 8, 2021, AT&T released a software update for the Samsung Galaxy S21 5G/Galaxy S21+ 5G/Galaxy S21 Ultra 5G (G991USQU2AUB5) via Firmware Over the Air (FOTA).

 

No worries. Your device should receive the latest software simply by following these steps to determine your current device software version and check for updates:

 

View software version

  1. Swipe down from the Notification bar, then select the Settings icon (gear icon).
  2. Scroll to and select About phone.
  3. Select Software information to view Android version and Baseband version.

Check for updates

  1. From the Settings screen, scroll to and select Software Update then select Check for updates.
  2. Select OK. If an update is available, follow the on-screen prompts.

     

    • Note: If an update is available, follow the on-screen instructions to perform the update. If an update is not available, select OK.

If the version does not match the new specifications, then you will want to perform additional updates until it does.

 

Also, at Update your phone or device software you can find how to Get available software updates:

  1. Go to Device Support.
  2. Select or change the selected device brand and model.
  3. Scroll to More Device Help.
  4. Select Software updates if you see it. It only displays if there’s an available update for your device.
  5. Repeat the steps to check for software updates for a different device.

There are additional troubleshooting steps under Fix failed updates. You will find such useful information as:

 

Memory trends

 

Each update requires a certain amount of data.

  • You may have to remove apps or data to increase your device’s available memory.
  • You can back up your data before deleting it.

AT&T branded device

 

The software update releases on our website are only available for AT&T branded devices. Keep in mind:

  • The update may not work if you brought your own device to AT&T.
  • You can check with the original carrier or manufacturer for software updates. 

There are other steps to apply. Give this a try and let us know how it works. Thank you for reaching out to the AT&T Community Forums.

 

Carlton, AT&T Community Specialist 

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14 Messages

2 years ago

Carlton...Kindly please read the post.

The ENTIRE problem is that when checking the "update software" button...it says " everything is current".

But is is NOT.  Same thing happan's when connecting the phone to samsung switch. It says " software is current"  but again it is now.

I spent over an hour at the Cedar Park Texas ATT store tonight while everyone fumbled around, and told me I should file a claim with the insurance as they had NO idea why ATT advanced support would send me to their store.  I was then sent to a far off best buy that could not help whom sent me to another.

ATT sold me, ( and I am still paying for it seems ) what seems to be a BAD phone.

ATT should stand behind their product ( and the fact we have 5 lines with you for years) and offer to FIX this or replace it.   It has become clear after the factory reset that this phone is stuck on its original software and has never updated.

PLEASE feel free to contact me as I would love to be able to get this worked out.

\

Thank you.

( and please...dont give people  a canned response to do the same things about updating the software when they tell you the update button does not provide that option)

ACE - Guru

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1.2K Messages

2 years ago

@tortcat

Yeah, the factory reset wouldn't have made a difference.  It's just clears out all user information and puts the phone in out-of-box condition. Using the OS that is on the phone at that time.  It changes nothing with regards to the network, or how it sees, or doesn't see, your phone.

Your only other option is to try to update the firmware yourself.  Unfortunately, we can't discuss the procedures here - AT&T frowns on such things because they may be seen as responsible if something goes wrong and bricks the phone.  You can Google odin, and frija related to Samsumg.  Also, check out the android central forums.  There are members there who can help you with the process.  You'll never find specific AT&T firmware, because while Samsung hosts the firmware for every other carrier and unlocked phone, they do not host the files for AT&T phones.  But, you can use one the other files, and afterwards, the AT&T specific information will automatically download anyway.  That process has also been known to fix the connection to the AT&T update server as well.  But no promises.  Just an option to consider and read up on thoroughly before actually doing anything.

New Member

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14 Messages

2 years ago

"Current Software is up to date"....thats the message I get...even after the factory reset.

But yet my version is 3.1, android security patch may 1, 2021 and version 11 for android.

We may very well be having to go into the store and request a sit down with the store manager. I simply dont know what else to know what else to do. As ATT has been no help.

This will be a discussion for tomorrow once I have calmed down , it may be time to forgo ATT after all these years.  I would love to hear directly form someone at ATT on this.

Community Support

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232.4K Messages

2 years ago

Hello tortcat, we're here to help you with your device and updating the current software.

Let's meet in a Direct message to discuss your Samsung S21 Ultra. Please check your Direct Message inbox (it's the chat icon next to the bell icon, in the upper right corner of the forums).

In the meantime, we recommend reaching out to Samsung, the manufacturer of the device.

Looking forward to speaking with you!

Carlton, AT&T Community Specialist

New Member

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14 Messages

2 years ago

Thanks Joeldf...I have previously over the past few days researched ODIn and Friya...but as you say they dont have the ATT files.  I may have no choice but to try and go that route...especially as we are still paying for this device and ...unfortunately..like 2 or months of out the factory warranty( we have the insurance   which I am finding out details now....not all that useful at $250 a pop

New Member

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14 Messages

2 years ago

Carton btw.. I have already spoke with Samsung Procare this afternoon. They were very polite but told me they cannot help with a S21 Ultra from ATT as only ATT can send me the software.  ( A mistake we probably wont make again...I bought my S10 direct from Samsung and had and have no issues ( my son uses it now)

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