Community Support
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15.2K Messages
Software Update Installation Interrupted on Select Samsung Android 5.0 Devices
Summary
AT&T has received reports of some customers experiencing software update installation interruptions/failures when attempting to upgrade to Android 5.1 on select Samsung devices. The device is still usable but the latest software update cannot be installed.
The following devices are affected:
- Galaxy Note 4 (N910A)
- Galaxy S 5 (G900A)
- Galaxy S6 active (SM-G890A)
- Galaxy S 5 Mini (SM-G800A)
Resolution
The issue may be related to available storage memory on the device. If clearing space does not resolve the issue, the device can be updated to the latest version of software at an AT&T DSC or Best Buy Samsung location.
To resolve the issue:
- Clear Cached Data
- Tap Settings > Storage > Cached data > Clear Cached data
- Try downloading the software update again
- Create at least 4 to 7 GB of free storage space
- Tap Settings > System Tab > Storage > Available Space to check current storage usage
- Delete Unnecessary files (such as Pictures/Video/Music Files) or take advantage of the AT&T Locker to upload your photos and videos to the cloud.
- Note: For information on backing up your device, visit com/devicehowto and look for “Backup & Restore” in the topic list
- Visit an AT&T Device Support Center or Best Buy location for help updating to the latest software
AT&T Customer Care
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deiviejr
Contributor
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1 Message
9 years ago
I just freed up over 6 gig and it still failed. Trying one last time with SD card pulled 😕
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kamo0132
Teacher
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16 Messages
9 years ago
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Lilybell2
ACE - Professor
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2.2K Messages
9 years ago
You may need to clear out a bit more free space.
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gadgetcrazy
Tutor
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11 Messages
9 years ago
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gadgetcrazy
Tutor
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11 Messages
9 years ago
Absolutely right. The process should not let the download proceed if there is not sufficient memory to install the update.
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kamo0132
Teacher
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16 Messages
9 years ago
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kamo0132
Teacher
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16 Messages
9 years ago
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Thraz123
Tutor
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12 Messages
9 years ago
I tried at 3GB of free space, then 4, then 5, then 6, I finally cleared 7.4GB, wiped the cache and the cache partition, still failed. Removed the SD card, still failed. The only way I could clear more space would be by removing the bloatware, but if I knew how to do that, I would have done it a long time ago (it still stuns me that carriers think we are wrong to want to remove it). It will take me days to reinstall everything I removed. I am done with this upgrade. I guess I won't be getting Marshmallow either. Above-board S5 purchased full price from AT&T.
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Lilybell2
ACE - Professor
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2.2K Messages
9 years ago
Is your phone connected to the AT&T network?
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Thraz123
Tutor
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12 Messages
9 years ago
It is. Calls, data, texts, all are OK. AT&T SIM card.
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