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Stuck on old software update S9+

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Stuck on old software update S9+

Hi, so for some reason, my phone is stuck on an old software update. It hasn't gotten any security updates since June 1, 2018. And it's stuck on the old baseband version G965USQS2ARF4. Idk why this is. But everytime I look for updates, it says there is no update available and that I'm on the current version. Which I know is not true, because I know that current baseband version should be G965USQS3ARK2 for the S9+. And the security should be December 1, 2018. And I know we are starting to get Android Pie for the S9+ too. I have pretty much tried everything I can think of to fix this issue. Aside from completely factory resetting the phone. Any ideas or help? Thanks!

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Message 1 of 16
Administrator

Re: Stuck on old software update S9+

Good morning @NickC68,

 

Allow us to lend a helping hand. Check out this support article on Software updates for the Samsung Galaxy S9, it will walk you through how to download the latest update. Thanks for reaching out to us.

 

Makaela, AT&T Community Specialist.

 


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Message 2 of 16
Mentor

Re: Stuck on old software update S9+

I'm having a similar issue as you @NickC68. Other than the useless canned response above have you found any viable solution?

Message 3 of 16
Tutor

Re: Stuck on old software update S9+

Nope. I contacted ATT yesterday and they said they would force an update to my phone today .And I still haven't gotten it yet.

Message 4 of 16
Tutor

Re: Stuck on old software update S9+

Nope @Oagermann, I contacted ATT yesterday and they said they would force an update to my phone today .And I still haven't gotten it yet.

Message 5 of 16
Tutor

Re: Stuck on old software update S9+

That did not help me at all. I contacted ATT yesterday and they said they would force an update to my phone today .And I still haven't gotten it yet. @ATTCares

Message 6 of 16
Administrator

Re: Stuck on old software update S9+

Thanks for your feed back @NickC68!

 

We hate to hear that you are having trouble with downloading the latest software! You can access our previous forum post  AT&T Things To Know: Firmware Updates article that would help provide more information and troubleshooting steps for your device.

 

If that doesn't work, you can also reach out to your device brand manufacturer for additional assistance for software update availability.

 

Have a good evening!

 

Dwight, AT&T Community Specialist


Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*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.
Message 7 of 16
Contributor

Re: Stuck on old software update S9+

@ATTCaresI have the exact same issue with BOTH of my S9+ phones... I have been round and round (hours on the phone) with AT&T as well as Samsung with zero resolution. I even escalated it with Samsung REF# 2204109667 and still havent heard anything... this is a joke. I am going to switch to Verizon if I dont get this fixed soon. 

Message 8 of 16
Tutor

Re: Stuck on old software update S9+

@mixtapeX and @Oagermann, I actually figured it out. I think it's a software issue with Samsung itself. Because what I did, I factory reset my phone, and it immediately started updating itself again. It's a slow process tho. It will update itself from the June 2018 security update, to the July version, to the August version, and then so on and so on until it eventually reaches the Android Pie January version. This seemed to fix the issue on my phone. Hopefully there will be no more problems with future updates. 

Message 9 of 16
Contributor

Re: Stuck on old software update S9+

@NickC68 thats great man! I did the same thing 30 mins ago... it didn't update after the factory reset (this will be the 3rd time I have done that) therefore I am back on with Samsung again for the 6th time who is still stating this is an issue with AT&T. 

Message 10 of 16
Mentor

Re: Stuck on old software update S9+

Thank you for the suggestion @NickC68 . Was hoping to avoid that as I figured my results would end up like @mixtapeX and start over for nothing. Like @mixtapeX mentioned att needs to get this together as it's clearly a wide spread issue.

Message 11 of 16
ACE - Expert

Re: Stuck on old software update S9+


@Oagermann wrote:

Thank you for the suggestion @NickC68 . Was hoping to avoid that as I figured my results would end up like @mixtapeX and start over for nothing. Like @mixtapeX mentioned att needs to get this together as it's clearly a wide spread issue.


@Oagermann 

 

its not as wide spread as you think.  I have updated 22 s9+ phones for a company and not one failed.  I had a note 9 fail but that was because someone decided to freeze the bloat and the update would not install.  Most of the time you have a IMEI mismatch causing the problem.  Now you can download the update and install it yourself if you search the net.  It will wipe the device clean so backup but you will get the latest firmware and should be good to go.  I just cannot post links as ATT will not allow it.

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*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.
Message 12 of 16
Highlighted
Teacher

Re: Stuck on old software update S9+

You may again contact with AT&T. They will definitely help you.

Message 13 of 16
Contributor

Re: Stuck on old software update S9+

So after contacting "ProTech" support for the 4th time it was decided that since my phone was still under warranty that they will send me a replacement which I should receive today. Thing is both s9+'s I own have the exact same issue.

-Reset to factory settings 3 different times

-AT&T ProTech support couldnt update them remotely

-Samsung wasnt any help whatsoever

-The AT&T store couldnt update them which is why I contacted tech support in the first place

-Last but not least I tried to update them via Smart Switch with no luck. 

 

What are the chances I have 2 new phones with the same exact issue? Either way I will receive 1 of my replacements today and then I guess I will try and work with tech support (again) for the other one.

Message 14 of 16
ACE - Expert

Re: Stuck on old software update S9+


@mixtapeX wrote:

So after contacting "ProTech" support for the 4th time it was decided that since my phone was still under warranty that they will send me a replacement which I should receive today. Thing is both s9+'s I own have the exact same issue.

-Reset to factory settings 3 different times

-AT&T ProTech support couldnt update them remotely

-Samsung wasnt any help whatsoever

-The AT&T store couldnt update them which is why I contacted tech support in the first place

-Last but not least I tried to update them via Smart Switch with no luck. 

 

What are the chances I have 2 new phones with the same exact issue? Either way I will receive 1 of my replacements today and then I guess I will try and work with tech support (again) for the other one.


@mixtapeX 

 

Dont waste your time with smart switch as ATT has never allowed updates thru it.  And ATT store anymore is just for sales they dont have the staff to flash a phone.  Samsung did away with experience centers inside best buys so no more going their for update help.  I still think you have a Bad sim card or your IMEI is messed up in a backend system.

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*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.
Message 15 of 16
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