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unable to update note 8

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unable to update note 8

i have a note Note 8  Model Number SM-N950U that is stuck on Android 7.1.1. Every time i try to update it says software is up to date.

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Message 1 of 17
ACE - Master

Re: unable to update note 8

Are you within the United States and have active service with AT&T? If so, have you tried the basics like restarting the phone, connecting to Wi-Fi, and making sure you have available memory? If so, call AT&T to speak to Advanced Support about pushing the upgrade to the phone.

**Disclaimer: I don't work for AT&T, have never worked for AT&T, and have never been compensated by them in any way, shape, or form**
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.
Message 2 of 17
Administrator

Re: unable to update note 8

Greetings @ricksho!

 

We want to look into this for you. If you haven't already, try restarting your device in Safe Mode.

  1. Power off your phone.
  2. Press and hold the Power key past the model name screen.
  3. Once SAMSUNG appears on the screen, release the Power key and press and hold down the Volume key.
  4. Release the Volume down key when the device finishes restarting and Safe mode displays in the bottom left corner of the screen.

In some cases, an app is likely preventing the update from proceeding. This is likely the case if your Samsung Galaxy Note S8 updates in Safe mode.

 

Let us know how this worked for you.

 

Lar, AT&T Community Specialist


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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 3 of 17
Tutor

Re: unable to update note 8

This did not make any difference. Phone still says has latest update..
Android stuck on 7.1.1


Message 4 of 17
Administrator

Re: unable to update note 8

Thanks for lettings us know @ricksho. Was your Note 8 purchased Unlocked by Samsung, or is a AT&T branded device?

Kenneth, AT&T Community Specialist


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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 5 of 17
Tutor

Re: unable to update note 8

This is an AT&T Branded Device.  

Message 6 of 17
Tutor

Re: unable to update note 8

Screenshot_20191022-100128[1].jpgScreenshot_20191022-100416[1].jpgScreenshot_20191022-100433[1].jpg

[edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

Message 7 of 17
Administrator

Re: unable to update note 8

Hello @ricksho,

 

Thank you for informing us. 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. Let us know if this helps.

 

Sean, AT&T Community Specialist


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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 8 of 17
ACE - Master

Re: unable to update note 8

@ricksho You didn't answer the question. Are you within the United States and have active service with AT&T? Have you called AT&T to speak to Advanced Support about pushing the upgrade to the phone?

**Disclaimer: I don't work for AT&T, have never worked for AT&T, and have never been compensated by them in any way, shape, or form**
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.
Message 9 of 17
Tutor

Re: unable to update note 8

No I am not within the United states... Sorry i missed this question... But why does Being in the US have to do with an Android Update? this is NOT a stolen Device,,, I did not root the device.

Are u saying that AT&T only updates phones that Are in the US.? I was in the US with this device, I bought this device in the US, and it had the same issues. So 

Message 10 of 17
Tutor

Re: unable to update note 8

what a big help this turned out to be.. Never buying an AT&T device again,, as a Matter of fact will be cancelling my account.

Message 11 of 17
ACE - Master
Solution
Accepted by Community Manager (Community Manager)
Accepted by ATTDmitriyCM
‎10-25-2019 12:36 PM

Re: unable to update note 8

AT&T only provides software updates if you're within the United States and have active service with AT&T. You can't use AT&T if you're outside the country, so if you have an account to cancel, then you can wait until you're back in the USA to update it. If that doesn't work, call and AT&T's Advanced Support can see if they can push the update through. But they can't do anything while you're outside the country.

**Disclaimer: I don't work for AT&T, have never worked for AT&T, and have never been compensated by them in any way, shape, or form**
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.
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Message 12 of 17
Tutor

Re: unable to update note 8

unfortyunately i tried whilste i was in the US. I have had this Device since December 2018. I left the US in June 2019.... So basically this does not apply.. I basically did not care for the updates then, But now i have a NOTE 9 and was only hoping that The Note 8 would or could have been updated to Android 9, since it is way smoother that 7.1.1...

 

After many back and forth within this forum with no end in sight, i was able to do this via ODIN and downloading the updates . My Note 8 is Now on android 9 as of 3,00 pm today... KUDOS to you guys at ATT .com forum.... no help to users at all..

Message 13 of 17
Administrator

Re: unable to update note 8

Hi @ricksho,

 

You would need to reach out to your current carrier regarding any software updates. We only support devices that are used on our network within the US. We apologize for any inconvenience.

 

Darais, 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 14 of 17
ACE - Master

Re: unable to update note 8


@ricksho wrote:

unfortyunately i tried whilste i was in the US. I have had this Device since December 2018. I left the US in June 2019.... So basically this does not apply

So when you said you would cancel your account, you were lying because you have no account to cancel. Got it.

 

KUDOS to you guys at ATT .com forum.... no help to users at all..


We help AT&T customers. You're not an AT&T customer so this isn't the place to get help. Glad you updated the phone but I wish you had said you weren't an AT&T customer to begin with instead of wasting our time.

**Disclaimer: I don't work for AT&T, have never worked for AT&T, and have never been compensated by them in any way, shape, or form**
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.
Message 15 of 17
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