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Tutor

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10 Messages

Sat, Oct 19, 2019 8:31 PM

unable to update note 8

i have a note Note 8  Model Number SM-N950U that is stuck on Android 7.1.1. Every time i try to update it says software is up to date.

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ATTHelp

Community Support

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140.1K Messages

a year ago

Greetings @ricksho!

 

We want to look into this for you. If you haven't already, try restarting your device in Safe Mode.

  1. Power off your phone.
  2. Press and hold the Power key past the model name screen.
  3. Once SAMSUNG appears on the screen, release the Power key and press and hold down the Volume key.
  4. Release the Volume down key when the device finishes restarting and Safe mode displays in the bottom left corner of the screen.

In some cases, an app is likely preventing the update from proceeding. This is likely the case if your Samsung Galaxy Note S8 updates in Safe mode.

 

Let us know how this worked for you.

 

Lar, 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.

Accepted Solution

Official Solution

QuarryRye

Master

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3.2K Messages

a year ago

AT&T only provides software updates if you're within the United States and have active service with AT&T. You can't use AT&T if you're outside the country, so if you have an account to cancel, then you can wait until you're back in the USA to update it. If that doesn't work, call and AT&T's Advanced Support can see if they can push the update through. But they can't do anything while you're outside the country.

**Disclaimer: I don't work for AT&T, have never worked for AT&T, and have never been compensated by them in any way, shape, or form**
QuarryRye

Master

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3.2K Messages

a year ago

Are you within the United States and have active service with AT&T? If so, have you tried the basics like restarting the phone, connecting to Wi-Fi, and making sure you have available memory? If so, call AT&T to speak to Advanced Support about pushing the upgrade to the phone.

**Disclaimer: I don't work for AT&T, have never worked for AT&T, and have never been compensated by them in any way, shape, or form**

Tutor

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10 Messages

a year ago

This did not make any difference. Phone still says has latest update..
Android stuck on 7.1.1


Brand User
ATTHelp

Community Support

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140.1K Messages

a year ago

Thanks for lettings us know @ricksho. Was your Note 8 purchased Unlocked by Samsung, or is a AT&T branded device?

Kenneth, 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.

Tutor

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10 Messages

a year ago

This is an AT&T Branded Device.  

Tutor

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10 Messages

a year ago

Screenshot_20191022-100128[1].jpgScreenshot_20191022-100416[1].jpgScreenshot_20191022-100433[1].jpg

[edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

Brand User
ATTHelp

Community Support

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140.1K Messages

a year ago

Hello @ricksho,

 

Thank you for informing us. We recommend using our Troubleshoot & Resolve Tool to fix software update issues. Simply select your device and the issue, then follow the steps to find a solution. Let us know if this helps.

 

Sean, 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.
QuarryRye

Master

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3.2K Messages

a year ago

@ricksho You didn't answer the question. Are you within the United States and have active service with AT&T? Have you called AT&T to speak to Advanced Support about pushing the upgrade to the phone?

**Disclaimer: I don't work for AT&T, have never worked for AT&T, and have never been compensated by them in any way, shape, or form**

Tutor

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10 Messages

a year ago

No I am not within the United states... Sorry i missed this question... But why does Being in the US have to do with an Android Update? this is NOT a stolen Device,,, I did not root the device.

Are u saying that AT&T only updates phones that Are in the US.? I was in the US with this device, I bought this device in the US, and it had the same issues. So 

Tutor

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10 Messages

a year ago

what a big help this turned out to be.. Never buying an AT&T device again,, as a Matter of fact will be cancelling my account.

Tutor

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10 Messages

a year ago

unfortyunately i tried whilste i was in the US. I have had this Device since December 2018. I left the US in June 2019.... So basically this does not apply.. I basically did not care for the updates then, But now i have a NOTE 9 and was only hoping that The Note 8 would or could have been updated to Android 9, since it is way smoother that 7.1.1...

 

After many back and forth within this forum with no end in sight, i was able to do this via ODIN and downloading the updates . My Note 8 is Now on android 9 as of 3,00 pm today... KUDOS to you guys at ATT .com forum.... no help to users at all..

Brand User
ATTHelp

Community Support

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140.1K Messages

a year ago

Hi @ricksho,

 

You would need to reach out to your current carrier regarding any software updates. We only support devices that are used on our network within the US. We apologize for any inconvenience.

 

Darais, 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.
QuarryRye

Master

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3.2K Messages

a year ago


@ricksho wrote:

unfortyunately i tried whilste i was in the US. I have had this Device since December 2018. I left the US in June 2019.... So basically this does not apply

So when you said you would cancel your account, you were lying because you have no account to cancel. Got it.

 

KUDOS to you guys at ATT .com forum.... no help to users at all..


We help AT&T customers. You're not an AT&T customer so this isn't the place to get help. Glad you updated the phone but I wish you had said you weren't an AT&T customer to begin with instead of wasting our time.

**Disclaimer: I don't work for AT&T, have never worked for AT&T, and have never been compensated by them in any way, shape, or form**

Tutor

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10 Messages

a year ago

Sir, i dont know who you are, neither do u know who i am, so to be calling me a liar on a public forum is really Not neccessary and highly disrespectful. I work in the Caribbean, and i live in the Caribbean 6 months out of every year.

 

This is NOT a valid AT&T forum, or else you would not be pointing persons to Samsung to get help with a device that is Bought from You.. No love lost, but it is good to know how you treat your clients.

Once again, Kudos to you.

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