The Samsung Galaxy S24
CharlotteBrown's profile

Tutor

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1 Message

Monday, March 20th, 2017 9:12 PM

I hate this latest software update!

This new software update messed up some of my program settings-CNN & local news icons, removed a few of my icons- CNN, weather cloc, calendar, changed some of my default settings for CNN, gmail &text settings, lost my text dictionary in gmail as far as default words I had created, even changed the picture for my home screen. Please uninstall this latest "forced" software upgrade, return my original settings and let me know when the "bugs" have been worked out. I don't know why I can't decide if I want an upgrade or not... you just do it and seeming without my approval. Nothing explains why I need the upgrade in the first place.
It also like to contact support directly via text rather than calling a phone # . Im not even sure this will reach support since I'm putting in a "Question & Answer forum.
I also want to note that I've been an AT&T customer for over 20 years, so I have been loyal to you - please make it right for me.
Sincerely, [edited for privacy – please do not post personal information]

Community Support

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230.4K Messages

7 years ago

Good afternoon @CharlotteBrown.

 

I completely understand where you are coming from, it’s never an enjoyable experience when your device receives and update and things are not the same way as you had them before. For the most part a software update is designed to be a seamless experience, but sometimes there are certain settings which are not possible to preserve. This is especially true when a full update is done, instead of an incremental one, such as when moving from Android 6.0 to 7.0.

 

I’m very sorry about the inconvenience this has caused you, and I truly wish there was a way to return to your previous setup, but unless there was a backup made of your preferences, it’s not really possible to “rollback” to a previous version. You can however find out what changes were included in the latest update by visiting our Device Support page. Please make sure the make and model of your phone is selected, then navigate to Wireless > Device Support > Tutorials > System & storage > Software Version > then click on the hyperlink att.com/softwareupdates. On this link you will find the changes under the Previous updates dropdown.

 

Again thank you so much for your many years of loyal service with the company. We will be happy to continue answering any questions you may have.

 

Best regards,

 

Rafael, AT&T Community Specialist

Tutor

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12 Messages

7 years ago

Shame on ATT forcing broken updates to our devices.  I am feeling it was done to make us have to purchase a new devices , making us move to the NEXT or non-contract high costs.   Ive received 4 updates in last two months.  More than ive ever received , ever.  Now my Note4 runs hot constantly.  Reboots at 50 percent.  Keeps rebooting if i am not connected to a usb.  I have to pull the battery until i'm back home to plug in.   Phone interface distorted out of size, cant get to the keypad to respond to prompts on a call.  Wbat a big mess and now i cant afford another pbone.     thqnk you at&t...  😞

 

 

ACE - Sage

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116.4K Messages

7 years ago

@Android_26

The updates are not coded by Att.   They come from Samsung.  While ATT does release the update, and does have custom software coded for them.

As much as it is a nuisance the best remedy is a factory reset.  

Make sure your data is backed up.    You can also get help at the experience desk at Best Buy. 

 

Tutor

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12 Messages

7 years ago

got 4 total att pushed updates. Reset after uldate 2 and a reset after 3. then today another update. Sitting here hoping each update fixed the trashed prior update.... nothing codrected. sick and tired of wiping the device and it doesnt correct. this is bad consumer service/support

Tutor

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12 Messages

7 years ago

got 4 total att pushed updates. Reset after uldate 2 and a reset after 3. then today another update. Sitting here hoping each update fixed the trashed prior update.... nothing codrected. sick and tired of wiping the device and it doesnt correct. this is bad consumer service/support

ACE - Professor

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2.2K Messages

7 years ago

@Android_26  Wiping the cache partition will often resolve post-update issues that are not resolved by a reset. Unlike a reset, wiping the cache partition is fast and easy to do, and it won't delete your data:

 

To do that, you should turn off your Note and then follow these steps:
  1. Press Power, Volume Up and Home simultaneously.
  2. Wait until the phone vibrates and then release Power and Home.
  3. You should now see the recovery screen.
  4. Use the Volume Up Down key to select Wipe Cache Partition.
  5. Press the Power button to confirm.
  6. Select Reboot System Now and again, hit Power to confirm.

 

Tutor

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12 Messages

7 years ago

@Lilybell2, good point. Letvme give the cache clean step a try. I didnt know factory reset did not clear cache.

Contributor

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1 Message

7 years ago

Not ALL updates are coded by Samsung. MOST of them are ATT networking updates that are NOT compatible with some phones. I have an S6 Edge that was replaced in September. I am now having the exact same software issues (no incoming or outgoing calls or texts). My husband has spent the last 12 straight hours working with ATT AND Samsung to try to remedy the situation. Long story short, no one wants to accept responsibility for the issues. The worst part is its on the NEXT plan...no phone upgrade available. So I am expected to pay for something that doesn't work, but I can't expect ATT to remedy the problem. Ridiculous. SPRINT, here we come. Sadly, this is where it's headed. I have been with ATT for over 10 years, but the service just keeps getting worse.

Tutor

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2 Messages

7 years ago

You aren't alone. Immediately after updating yesterday on my s7 some of my icons were removed from the home screen. I fixed it & thought it was done. Tonight (Mar. 29) I turn on my phone & it's even worse than yesterday!! Whole folders were gone & it felt like getting a replacement phone when you have to go thru and set everything up again the way you want it. Hopefully I won't need to do this a 3rd time.

Tutor

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12 Messages

7 years ago

My dial pad and phone call screens are totally distorted. When i connect to a call, the diaplay is cut in half, when i click the "pop up" view to try and get to the dial pad to respond to pesky menu-prompts you cant get there. i have to go back to my apps drawer, open another "phone" screen and click dial pad. By then the call is hanging up because i didnt respond to prompts in time. Total mess. Are other carrier forum feedback showing the same update-issues trend with their customers?
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