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J

New Member

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2 Messages

Tue, Oct 20, 2020 10:26 PM

I cannot complete the software update

I have been trying for several months to get the software update to complete. The last time it ran was in May. The update downloads and then my phone restarts. Shortly after the progress bar stops at 28%, a dead android briefly appears and the phone restarts. When it comes back up there is a message that the update was interrupted. This is becoming intrusive as it forces me to try several times a week. What am I supposed to do?

I have a Samsung Galaxy S10e.

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ATTHelp

Community Support

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140.2K Messages

a month ago

Hi @j2d2

 

Thank you for reaching out to us. We'll be happy to look into this for you.

 

Let's try wiping the cache partition to see if that solves the issue. With your device powered off, press and hold the Volume Up button and the Home button. While continuing to hold the Home and Volume Up buttons, press and hold the Power button (located on the right edge) until "RECOVERY BOOTING" appears in the upper left then release all buttons.
Select wipe cache partition (use the Volume Up/Down buttons to highlight and the Power button to select) then select reboot system now.

 

After that, attempt the software update again and let us know if that works for you! If not, we can proceed from there.

 

Darais, AT&T Community Specialist

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New Member

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2 Messages

a month ago

I wiped the cache partition and tried another install. Again, it stops when it reaches 28% and then tells me that the install was interrupted.

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