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Areeb941's profile

Contributor

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1 Message

Wednesday, August 10th, 2016 7:36 AM

can't update my galaxy s6 edge to marshmallow.

I can not update my galaxy s6 edge to marshmallow. . It's currently on lollipop, yet it keeps on displaying that "your software is up to date ". Please help.

Community Support

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15.2K Messages

8 years ago

Hi @Areeb941!

 

Welcome to the AT&T Community Forums – where we are here to help! Thank you for posting your question about upgrading your phone to Marshmallow. I am sorry that it hasn’t been working for you so far but there are a couple of things you can try.

 

Clearing the phone’s cache sometimes has been known to resolve this issue. To clear the partition, please follow these steps:

 

  1. Turn off the device.
  2. Press and hold the Volume Up key and the Home key, then press and hold the Power key.
  3. When the Samsung Galaxy S6 Edge   logo screen displays, release only the Power key
  4. When the Android logo displays, release the Volume Up and the Home key ('Installing system update' will show for about 30 - 60 seconds before showing the Android system recovery menu options).
  5. Press the Volume down key several times key to highlight 'wipe cache partition.'
  6. Press the Power key to select.
  7. When the wipe cache partition is complete, 'Reboot system now' is highlighted.
  8. Press the Power key to restart the device.

 

Also, you can go to Best Buy Samsung counter and they will upgrade you to the newest version, for free.

 

I hope this helps out! Thank you for visiting the AT&T Community Forums!

 

Kevin, AT&T Community Specialist

Contributor

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2 Messages

7 years ago

I have the same problem, I did all what you say, wich is the Hard Reset, and did the soft one too, but I still have Lollipop in my android, I have no way to go to any best buy to check my phone, theres no one in my town.

My phone is unlocked and im out of EEUU, in another wireless carrier.

Any way to solve my issue? 

Community Support

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230.7K Messages

7 years ago

Hi @djz4core!

 

I am sorry to hear that you are also having an issue updating your device.

 

You mentioned that your phone is unlocked and another wireless carrier. Are you currently an AT&T customer? In order for your phone to update, you need to be connected to the AT&T mobile network with an active AT&T SIM card.

 

Let me know if you have any further questions.

 

Thank You.

 

 

Anabel, AT&T Community Specialist

Contributor

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2 Messages

7 years ago

Hello Anabel, 

 

Yes, unfortunately as you mentioned, im not an AT&T Costumer im in Mexico, now I understand why, on the other hand, AT&T is providing service in Mexico sience the last year, do you know if I get service here with at&t could work? I mean, even I need a new contract here, so I could take the advantage of this, so do you know if this could be helpfull?

Community Support

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230.7K Messages

7 years ago

Hey there again @djz4core!

 

If you are visiting Mexico, we offer roaming which allows your phone to stay connected when you travel outside of your AT&T network. There is a difference between offering service and being able to roam.

 

At this time AT&T does not offer service outside of the US. If you reside in Mexico, you would have to sign up for cell service with a local company.

 

Let me know if you have any more questions!

 

Thank You.

 

 

Fiona, AT&T Community Specialist

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