UPDATE Broke my phone!

Hello @secook99,

I am sorry you are having issues with your phone since updating to the newest software! This is definitely not something I want you to experience. I will be glad to help!

If you are able to access the phone’s settings, you can attempt to clear the cached data on the phone to see if they would clear out the problem you are receiving. You would want to clear out the cache from the entire device. This may also be done through the android recovery mode.

Our Device Support page can help you get there, as it is different for some devices. Tutorials > Troubleshooting > Reset and one of the steps will be to alternate restart the phone.  Once there, you will look for Clear/Wipe cache partition.

Completing a factory reset on the device to wipe the device and re-install the update can help get the device working again. Our Device Support page has an excellent guide if you are able to get into the device settings, or if you have to do it through the android recover mode. Select your make and model before choosing Tutorials > Troubleshooting > Reset to begin the reset steps.

Warranty can be a possible option as well. This will be to get a replacement device, while you send back your previous phone. The device would need to be within its warranty period which is generally one year.

I hope this information helps! Let me know if this resolves the errors you are receiving!

Brett, AT&T Community Specialist

did you get it fixed? I'm having the same issue. I tried the master reset but problem came back but lost data.....

Hello @giavid!

I am very sorry to hear you are experiencing the same issue with the update.  This is never the way we want a software rollout to go, and I will do my absolute best to get this resolved.

When you processed the update on your phone, do you remember what the download was titled?  This will help me narrow down any additional fixes to the error which was posted.  Also, if I can get the make and model of your device, this will help immensely.

You mentioned performing the master reset, and there was lost data.  Was this saved media on the device, or did the phone state it was missing information?   If the media is what is missing, may I ask if you were able to perform a backup recently?  This would mean we can retrieve any contacts, videos, or photos you had previously on your phone.

I look forward to hearing back from you!

Brett, AT&T Community Specialist

I started having the same issue. Is there a way to save my messages and data before a wipe out?