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Contributor

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7 Messages

Sun, Mar 29, 2020 2:49 PM

S8+ will not update to latest software version

S8+ will not update to latest software version

Responses

Brand User
ATTHelp

New Member

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120.3K Messages

2 months ago

Hello @Bcumbow,

 

We'd be more than happy to take a closer look into why you're unable to update your cell phone's software.

 

We'll need some more details in order for us to better assist you:

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.

 

We hope that helps and look forward to hearing back from you soon.

 

Sean, 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.

Contributor

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7 Messages

Samsung SM-G955U

Android version 8.0.0

Samsung Experience 9.0

Android Security Patch Level September 1, 2018

Soft Reset / Hard Reset / Deleted Cache

Phoned ATT, they attempted to push update, did not work, did not return phone call

Phoned Samsung, no help

Very frustrating, please help

Brand User
ATTHelp

New Member

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120.3K Messages

Hello @Bcumbow,

 

Thank you for letting us know.

 

Have you already tried using our Troubleshoot & Resolve Tool to fix software update issues at the link provided?

 

Where exactly did you purchase your device from?

 

Is your cell phone AT&T branded?

 

Does it meet all of the following requirements to update:

  • AT&T Branded Device - Software update releases are only available for AT&T branded devices. This means if you brought your device from another carrier, it may not download. You may need to contact the manufacturer. 
  • The device must be on the AT&T network to download the update.
  • A compatible device – Some software updates are not available for all makes & models due to the hardware requirements needed to download the update. This is controlled by the manufacturer and not AT&T.
  • Wi-Fi Connection – Some updates require an internet connection. Connect to Wi-Fi to download the update.
  • Space - If your device does not have enough space, consider erasing unneeded files to make room.
  • If the device was not originally on the AT&T network, the update may fail.
  • Power - Your device may need at least 80% battery power.

Note: You may need to contact the original carrier, or manufacturer, to download the latest updates if your device is not AT&T Branded.

 

We'll be patiently awaiting your response.

 

Sean, 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.

Contributor

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7 Messages

All the above requirements have been met.

Please help me resolve this issue.

Brand User
ATTHelp

New Member

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120.3K Messages

Thank you for reaching back, @Bcumbow;

 

I understand this must be frustrating for you. Despite the fact that your device has met the above requirements, you are still unable to update your device software.

 

I will recommend you speak to our Advanced Technical Support team on 800-331-0500. They will be waiting to assist you.

 

Please reach back to us if you need any other form of assistance.

 

 

Doyin, 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.

Contributor

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7 Messages

I have phoned several times, they are no help. They have sent me to Samsung who says it is an ATT responsibility.

lizdance40

ACE - Sage

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75.4K Messages

2 months ago

Just to clairify:

You are an at&t customer, in the USA, with an AT&T sim card in your phone?

Have you missed updates because you werent using at&t?

🐾 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.

Award for Community Excellence 2019 Achiever*
*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.

Contributor

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7 Messages

Yes ATT customer in the USA, always using ATT and ATT only

Brand User
ATTHelp

New Member

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120.3K Messages

Hey @Bcumbow

I do apologize you have not gotten an immediate response from our Advanced Technical Support team, but they will be the ones as well as Samsung to be able to see why you are unable to process the updates.

You can also try to get the update through SmartSwitch.

You can attempt a factory reset, SIM or device replacement if you are still unable to receive a software update. 

Thank you!

Ayla, 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.
lizdance40

ACE - Sage

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75.4K Messages

🤦🏼‍♀️ Ayla, AT&T updates are not available through Samsung smartswitch.
Only at&t
If the OP is many updates behind, his device will likely never catch up, as each update depends on the previous, and updates don't stay on the server forever.

🐾 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.

Award for Community Excellence 2019 Achiever*
*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.

New Member

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1 Message

I am in the same situation. Since December (after upgrading to Android 10) there has not been a single update. I physically have no way to call support, and live chat is useless, there seem to be no live people ... At least for 3 days I could not talk to anyone ...

lizdance40

ACE - Sage

 • 

75.4K Messages

All call centers and customer service are at half staff, and call volumes are through the roof. So of course if you call you will wait on hold for hours.

🐾 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.

Award for Community Excellence 2019 Achiever*
*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.