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Samsung S7 Edge keeps on failing during Software Update.

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Samsung S7 Edge keeps on failing during Software Update.

For the past 6 months or so, my Samsung S7 Edge (model SM-G935A) will get frequent (several times a week) notifications that there is a Software Update.  When I accept to have the update download, it will download and during the update, it gets to 28% complete, then stops and reboots.  Once the reboot is complete, I will get the screen indicating that the update was interrupted.  During the update I am in wifi and my phone is being charged (plugged in).  I have called the ATT tech support line and they suggested that I clear cache and retry (done that, same result).  Last weekend, I factory reset my phone, allowed all of my apps to restore ( I have all my apps, contacts, etc. backed up to the cloud).   This also did not fix the issue as the updates will still fail. 

 

Any help would be greatly appreciated.

 

Android Version 7.0
Android security patch level: March 1, 2017
Kernel version:  3.18.31  Thu March 16, 2017

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Message 1 of 14
Administrator

Re: Samsung S7 Edge keeps on failing during Software Update.

Hi @Football60.


We’ve got answers! If your device memory is full, you will need to free up space for the update. If you have memory free, it may be an issue that can be resolved with a manual update or by following the steps other users did in this thread. Check out our How To for downloading software for the Galaxy S7 Edge.


Let us know if you have further questions.


Dawn, 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 2 of 14

Re: Samsung S7 Edge keeps on failing during Software Update.

Thank you for this info.   I'm in real trouble because based on this info I need to start updating with the May 2017 build.   How do I do this?
Message 3 of 14
Administrator
Solution
Accepted by Administrator (Administrator)
Accepted by davidbk
‎07-09-2018 8:49 AM

Re: Re: Samsung S7 Edge keeps on failing during Software Update.

@Football60


While we do not have older software updates available to send out, the newest software updates will include all previous patches and updates. If you still want older updates, Samsung may be able to provide you with files or tech support.


Dawn, 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 4 of 14
Tutor

Re: Re: Samsung S7 Edge keeps on failing during Software Update.

Don't do it! The new updates have destroyed the samsung s7 active phones. Don't know if it is the same one the edge or not but beware. You can see on the forum all the problems

Message 5 of 14

Re: Re: Samsung S7 Edge keeps on failing during Software Update.

thank you for that warning.  It appears that when I compare the current level of software to what is now available, my phone hasn't been able to accept updates for over a year.  I know it's been awhile, but wow.  I certainly don't want to make my phone useless as it is the means by which I am paged for work-related issues.  I'm frustrated with Samsung devices in general.

Message 6 of 14

Re: Re: Samsung S7 Edge keeps on failing during Software Update.

AT&T support:  So it appears based on the information you have provided, that I have missed over a year's worth of updates.  If you are telling me that the most current update should be all inclusive, fine, great, however, I have already done the following before I placed this question on the community site:

 

- Cleared my memory on the phone, it showed over 1.6GB of memory free (100% optimized)

- I made sure I had all my photos, contacts, etc.. backed up to the cloud and backups were being done daily

- I factory reset my phone

- I then allowed the restoral of my backup on the phone, and made sure all my contacts, messages, etc.. were successfully restored

- Went to settings, software update, check for updates.  allowed the update to be downloaded to the phone.  Same issue as in the past year:  During the applying of the update, the update % gets to 28% complete, then the phone reboots; update interrupted. 

 

I would be interested in AT&T's response to this. and to the other post about the recent issues people are having with the update on Galaxy S7 Edge.  While my phone doesn't update, at least it is functional. 

Message 7 of 14

Re: Re: Samsung S7 Edge keeps on failing during Software Update.

Lastly, in your link on how to update the Galaxy S7 to Oreo, it indicated that I need to be on a certain level of software in order to accept this:

  • You can download the update via Firmware Over the Air (FOTA).
  • You must connect your device to Wi-Fi to download the update.
  • Although there should be no impacts to settings or data, we recommend that you back up your media files to an SD card, a PC, or using a favorite application, prior to upgrading the software.
  • To receive this software update, your device must be on baseband version G935AUCS4BRC1 or G935AUCS4BRD1. If not, repeat the update process until you've installed G935AUCS4BRC1 or G935AUCS4BRD1, and then you should be able to install the latest software update.

I am currently on baseband G935AUCS4BQC2.  Now how do I get this phone updated?

 

Message 8 of 14
Contributor

Re: Re: Samsung S7 Edge keeps on failing during Software Update.

Did you ever find a fix for this issue ? Because my phone is doing the same thing and I have tried everything you have tried .

Message 9 of 14

Re: Re: Samsung S7 Edge keeps on failing during Software Update.

Unfortunately no.  I've tried a factory reset with a restore and still can't get it to update.   Pretty frustrating
Message 10 of 14
Tutor

Re: Re: Samsung S7 Edge keeps on failing during Software Update.

@ And you aren't going to.

As you pointed out, the ' help ' provided from AT&T in this forum is disingenuous, at best..

 

You can't download an update without your phone having received the prior updates ( need to be running baseband version ××××× to accept the new update )

BUT..they won't supply you those prior updates and SAMSUNG says they will NOT either. 

AT&T is responsible for releasing the updates..

Basically, we have all been conned into buying a $700/$800 phone and paying premium monthly cell phone charges to be unsupported or protected against known security dangers that have remedies..

For everyone else that has made a similar financial investment or even one 25% of our purchase cost ( if you purchased your phone new from AT&T or bought outright )

This, I believe, constitutes a criminal act, but I will have to a wait my state's Attorney General's report..

Message 11 of 14
Contributor

Re: Re: Samsung S7 Edge keeps on failing during Software Update.

Anyone ever get this problem figured out?

Message 12 of 14

Re: Re: Samsung S7 Edge keeps on failing during Software Update.

I haven't.   It's such a joke
Message 13 of 14
Contributor

Re: Re: Samsung S7 Edge keeps on failing during Software Update.

I will keep trying to find an answer. Have you gone to either and AT&T store or to Best Buy? I read some people go to Best Buy and have their phones flashed. Whatever that is.
Message 14 of 14
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