The Samsung Galaxy S24
jyaspan's profile

9 Messages

Monday, July 24th, 2023 4:41 PM

ATT Hotspot not working after software update on Samsung Galaxy S10

I performed the update on July 23, 2023 and now when I enable to hotspot, the phone automatically restarts. I have a lot of available storage and I turned the phone off and on already.

Accepted Solution

Official Solution

Employee

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420 Messages

7 months ago

Hello Community,

Update:  This has been resolved, and the new software update is live to download

Samsung has identified affected Galaxy S10 series devices:

  • SM-G970U
  • SM-G973U
  • SM-G975U
  • SM-G977U

Thanks again for your patience.

Tim, AT&T Community Specialist

(edited)

Accepted Solution

ACE - Expert

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18K Messages

7 months ago

to repeat. This is a bug in the latest software from Samsung and only Samsung can fix it. ATT can't fix it. But atthelp's apparent inability to give customers this information is making the situation worse.

Tutor

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21 Messages

8 months ago

I recently just received the July OTA (over the air) update from AT&T.  This update has broken my hotspot.  Every time I enable it.  My phone restarts.  I have the same issue in safe mode.  I contacted A&T support, and they directed me to Samsung support instead.  AT&T rep did not have anything in the AT&T knowledge base that could assist with such issue.  I'm not sure either if he reported this as a bug, but the Samsung rep did take it down as such.  Anyone else experiencing this issue? or anyone else have an idea on how I can fix this?

Note: This comment was created from a merged conversation originally titled Hotspot keeps crashing phone

ACE - Sage

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116.1K Messages

Have you performed a full factory reset of your device?

No.

Do that.

Make sure you do a full backup for all your personal data.  If you have your Samsung account and your Google account on your phone that should be sufficient to back up your device so that you can restore from that information after factory reset.

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

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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.

Tutor

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21 Messages

I can't factory reset my device.  I did speak w/AT&T support and Samsung support and they determined it is a bug in the update.

New Member

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5 Messages

This is also an issue with my device! After an update on July 23, 2023 my hotspot and tethering does not work. When I try to enable -or- connect to either of them, my device restarts (Samsung S10e). Yet, both the hotspot and tethering have been working properly for months --- until the update!

I definitely do not want to do a 'factory reset' !!! 

Would love it if AT&T / Samsung would fix this 'bug' as soon as possible! 

Tutor

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21 Messages

Thank you for confirming the issue. It looks like this is affecting the older modesl of the S10 series. I strongly suggest you report it to AT&T as a bug so they can fix it asap.

ACE - Expert

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23.9K Messages

Samsung has to fix it not att.  It's a known big Samsung created with the last update.  It will take them a few weeks or more to fix it if you go by past update problems.

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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.

2 Messages

8 months ago

I've had the same phone for 5 years and I love it, its a Galaxy S10+. Yesterday was the infamous software update. I didn't notice anything until today. I'm at work and I usually put on my hotspot to connect my computer. I just tried to turn on my hotspot and it's shutting off my phone. I  repeated it 3 times and every time I turn on the hotspot icon in my drop down menu, it restarts my phone. This is a real problem because I need my computer at work. Please somebody help!!!!

Note: This comment was created from a merged conversation originally titled Phone turns off with hotspot

Community Support

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229.9K Messages

Hello @JUllrich, thank you for reaching out about your hotspot and software update concern. We understand the importance of having your device work properly for your work and convenience. We will be glad to assist. 

 

Sometimes there could be an issue that occurs when updating your device that could lead to glitches happening like your situation. We can try a few troubleshooting steps first to see if this leads to a resolution. 

 

First, try to power off your device for at least 30 seconds, and then power it back on. 

 

- This will usually work out any kind of basic device software issues as it is a form of resetting the device. 

 

After this, see if your device shows that it needs to download a software update. 

 

- After powering off the device, this could prompt it to show that it has the update again, and could fix the issue for you. 

 

If you need assistance with checking for software updates on your device and making sure that it goes through properly, we have a helpful guide on our website that you can look at in the link provided. 

 

If after this, you are still having this issue, and your device shows that it is up-to-date on software updates. Let us know, and we can dive deeper into what could be causing this issue for you. 

 

Thank you for coming to the AT&T Community Forums

 

DylanD, 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.

4 Messages

I have same problem and powering off for 30 secs doesn't fix it. 

Community Support

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229.9K Messages

Hi there, Chrissynb10. Let's look into what's going on with your phone after the software update.

 

Make sure that there is enough storage space on your phone. Use our AT&T Device Support Center to find your device's make and model then choose System followed by Available Storage to learn how to check available device storage, free up memory, remove unused apps, and even clear app data.

 

If there isn't enough space when your device downloaded the update then that can explain your phone's unexpected trend.

 

Also, software updates 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.

In the meantime, let's meet in a Direct Message (DM) to look further into this for you. To find your Direct Message Inbox look for the chat icon next to the bell icon in the upper right corner of the Forums page.

 

While there, we can continue this over the phone or in chat if you prefer.

 

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.

9 Messages

Hello, I am having the same issue and I performed an upgrade on my samsung galaxy yesterday. When I try to enable to att hotspot, the phone restarts. I have no hotspot after the upgrade. I have had the samsung galaxy phone for years and never had this issue after an upgrade.

Community Support

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229.9K Messages

Let's try a few troubleshooting tips to stop your hotspot from turning off your device, jyaspan!

 

First we can try is restarting your mobile device.  Toggle your hotspot off and back on. Then see if the problem persists. If so you can visit our Get Help With Mobile Hotspot page for some troubleshooting steps. Scroll untill you see Fix An Issue then click sign in to start troubleshooting your hotspot connection.

 

Try this and let us know how it goes. We do look forward to your response. 

 

Marilyn, 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.

4 Messages

7 months ago

I'm having this same problem also since the most recent update. I have restarted & reset my connection. I just faculty reset my phone and now the mobile hotspot works again, but it isn't caught up on updates yet so not sure if it will just do the same.

9 Messages

7 months ago

Thank you. Yes I was thinking to reset my phone. Seems like a number of people are experiencing this issue after the most recent update.

Community Support

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229.9K Messages

7 months ago

Hello, @axatp. That is not the experience we want you to have, and we're here to help. 

 

We recommend using our step-by-step troubleshooting tool to resolve any software update errors. Scroll to System and select "Fix software update issues" from the drop down menu.

If you continue to have this experience after working through the troubleshooting tool, you may need to back up and reset your device.

To Factory data reset your device, swipe down from the Notification bar then select the Settings icon > scroll to and select General management > select Reset > Factory data reset. Be sure to back up your device before resetting it as this will erase all data on your device and restore it to factory settings. 

Give these steps a try, and let us know how they worked for you. 

Goodacre, AT&T Community Specialist 

2 Messages

7 months ago

Same problem! I've done all troubleshooting steps short of factory reset. 

AT&T when can we expect a patch?

9 Messages

7 months ago

I read on various other sites that the S10 has reached end of life for support from Samsung which was also confirmed verbally by a representative from Samsung. We should not have had softwarw update pushed to us if the result would be to lose hot spot functionality. Hopefully there will be a patch for this SOON from ATT/Samsung to remedy this. 

Community Support

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229.9K Messages

7 months ago

Hello Deltadawndd, we're here to help you get your hotspot working. 

 

We want to get you into a Direct Message to further review your account. There we can review your bill. Check your Direct Message Inbox(it's the chat icon next to the bell icon in the upper right corner of the Forums).

 

Once you're there, we can continue this over the phone, or in chat if you'd prefer.

 

Jeff, AT&T Community Specialist

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