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Jay82380's profile

Tutor

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8 Messages

Tue, Aug 13, 2019 2:03 AM

Phones haven't updated since I've upgraded

I upgraded 2 of my phones almost 2 years ago. Since then none of my phones have updated. I currently have a samsung s8+, note 8, and note 5.  I have tried all recommendations that have been offered... clear cache, factory reset.  I have spoke with both AT&T and samsung and I even called and had my s8+ and note 8 replaced while they were still under warranty (about 1 year ago).  Even after all of that not once have any of them updated.  I almost have all my phones payed off now and am debating if it is worth staying with AT&T if I keep having this problem.

ATTHelp

Community Support

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200.4K Messages

3 y مضت

Hello @Jay82380,

 

We'd be more than happy to take a closer look into why you're unable to update your cell phone's software. What software version is currently showing in the settings for each of your cell phones? Please let us know. In the meantime, 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. Please review our forums article to make sure that you meet all of the Software update requirements as well. We look forward to hearing back from you.

 

Sean, AT&T Community Specialist

Tutor

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8 Messages

3 y مضت

On my s8+
Android version 8.0.0
Baseband version 955USQU3CRD4

My note 8
Android version 8.0.0
Baseband version N950USQU4CRD7

Tutor

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8 Messages

3 y مضت

I forgot to include... I do meet all the requirements for my phones to
update. They are both AT&T branded phones, they are both on the AT&T
network, they should be compatible devices (since I first purchased them
from AT&T, then got replacements from talking to someone in a AT&T store.),
they are connected to my home wifi, there is ample space on each phone
(neither are even half full), and when I have tried on each there was at
least 80% battery power.

As for the troubleshooting & resolve tool.... it just says see what
software version you have on your phone and update if it's not the most
updated version. But the fact that they aren't updating is the issue.
ATTHelp

Community Support

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200.4K Messages

3 y مضت

Hey there @Jay82380!

 

Let's look into this for you. Have you already replaced the SIM cards in your phones?

 

The explanation for your experience and the advice offered in this forums thread could help resolve your issue.

 

Let us know if this helps.

 

Lar, AT&T Community Specialist

Tutor

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8 Messages

3 y مضت

Yes... I think that was one of the first suggestions I was given when I
called about it just over a year ago. I also tried smart switch.
ATTHelp

Community Support

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200.4K Messages

3 y مضت

Hello @Jay82380,

 

Thank you for informing us. If your devices still won't allow you the option to complete this software update over the air after trying all offered recommendations, you may need to visit a Samsung Experience kiosk inside of one of your local Best Buy stores to have your phone flashed to the latest software update version there. Let us know if you have any other questions or concerns.

 

Sean, AT&T Community Specialist

Tutor

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8 Messages

3 y مضت

I was afraid that would be the only option left. Unfortunately none of the
best buys in my state are able to do that. So I've been told that I will
have to drive a couple hours away just to get current software flashed.
My major concern is if I end up upgrading just to find out that I have the
same issue. As I stated before, I purchased the s8+ and the note 8 then
all my phones stopped updating. Even the note 5 I had before them, that
kept up to date, stopped updating. I would even understand if it was just
one. But if I include the note 5.... this happened to 7 devices in total.
The 2 I originally purchased... the 2 that I received as replacements...
the next 2 I received as replacements when the first 2 didnt update
either... and the note 5 which was old by this time so i didnt care too
much.
joeldf

ACE - Guru

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782 Messages

3 y مضت

To be honest, it's not a common issue.  Although hanging around these forums will tell you it's not unheard of either.

 

I'd be willing to say if you upgraded to new phones, they should update fine.  All mine have updated without issue.  I had two S8s and now two S9s (one for me, and one for my oldest son).  One S8 is still in service as a stand-by house phone, and it just got the July 1 security update a week ago.  That same phone got the Pie update a few months back.

 

Something about yours just got missed for some reason.  I've heard that if you go too long with an update, it just won't get updates because the firmware is too old to get picked up as "update-able"... if that's even a word.  Meaning that you would have to manually update the phone - downloading the firmware, and using a program to flash the phone yourself.  Basically what's being suggested by taking it to Best Buy, except you do the flashing.  However, that's not something AT&T likes for you to do yourself, and they discourage us giving you directions on how to do that on this forum.  All I can suggest is Google samsung firmware science and odin or look up the XDA developers forum.

 

And, good luck.

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