AT&T Community Forums

Lg k30 software issue

Recently got an lg k30 phone. One of the att preloaded apps is: Device Help. When clicking on the app, I get a message stating there is a software update for the app. Tells me to click on the window to get the update. When doing so, nothing happens. No matter how long I wait there is no response. Took the phone back and replaced with a new one. Same problem. Other than this, everything seems ok.

Anyone else have this issue?

Responses

ATTHelp

Community Support

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231.5K Messages

5 years ago

Hi @jeepgrady,

Thank you for reaching out! Allow us to assist.

You mentioned replacing your old phone with a new one; do you still have the LG K30? If so, we recommend locating the app in the Google Play store. From there, see if you are able to update the app.

Let us know if this help!

Collin, AT&T Community Specialist

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jeepgrady

Tutor

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12 Messages

5 years ago

Play store doesn't list it as an option. App was preloaded from the
factory.

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ATTHelp

Community Support

•

231.5K Messages

5 years ago

Hi @jeepgrady!

Since you're using a brand new device, and the app you're having issues with is a pre-installed app that's not available in the Play Store, you may need to update the operating system on the device. You can find out how to do that on your device by clicking here.

Let us know if it worked!

Cameron, AT&T Community Specialist

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jeepgrady

Tutor

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12 Messages

5 years ago

Device was updated to the most recent version several days ago. Problem
persists.

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ATTHelp

Community Support

•

231.5K Messages

5 years ago

Hi @jeepgrady!

Please confirm whether or not the app at this link is the same app that you are having issues with. If it is the same app, and it needs to be updated, it will say "Update" instead of "Install"/"Open".

Let us know what you find!

Cameron, AT&T Community Specialist

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jeepgrady

Tutor

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12 Messages

5 years ago

This us the same app. Initially, it says: the latest version of device
help is here. Click here to update app. When I click ok, I get: app is
updating and will restart when complete.
I just clicked on the link you sent and I get the message: your device
isn't compatible with this version.

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ATTHelp

Community Support

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231.5K Messages

5 years ago

Hello there @jeepgrady!

Let's look into that for you. Try resolving your experience by resetting the network settings:

From your Home screen select Settings.
Select the General tab.
Select Restart & reset > Network settings reset > RESET SETTINGS > Reset Settings.
A message stating Network settings have been reset will briefly appear on screen to indicate the reset is complete.

Let us know how this worked for you.

Lar, AT&T Community Specialist

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jeepgrady

Tutor

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12 Messages

5 years ago

Didn't help.

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ATTHelp

Community Support

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231.5K Messages

5 years ago

Thanks for letting us know @jeepgrady.

Try updating your apps with Google Play. Open the Google Play Store app, tap the icon at the top-left corner to open my apps & games. You can update all apps from here or just the one in question. Give it a try, and us updated with your progress.

Kenneth, AT&T Community Specialist

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