AT&T approved work around for OTA update problems

[Redneckbutlerboy]

Sorry if this info has already been posted. I found this at work the other day and thought I'd share it for the few that don't want to "hack". I had problems with OTA but haven't tried this as I just went to the Froyo leak so let us know if it works/helps. The bottom of the KB for doing the OTA update has some steps to try if it doesn't work. Starts with the standard stuff...verify that the device has at least two bars of signal strength, attempt to access the internet and toubleshoot data connection if needed. Power the device off and on.
If still having problems updating the device, attempt to sideload the update via your computer by accessing How Do I Update The Software On My AT&T SGH-i897 (Captivate) Phone To JH7 Through Kies Mini? and following the on-screen instructions. In case there is any question about AT&T being able to help with this it then stats "NOTE: Questions issues with installing the update via a computer should be directed to Samsung for additional support."

 

[mxracer846]

Kies

I used Kies to get the JH7 update on my phone and it worked. What is the difference with mini? If I can get JH7 why couldn't I get 2.2 with Kies?

 

[nickdeck]

Not sure what the difference is in Kies and Kies Mini. I've tried twice to update with the full Kies program and both times the program crashed during download of the update.

I've been trying once every 24 hours to update through their server, and always get the "cannot connect to AT&T" message. Have sent an email to AT&T support, we'll see what they say...

 

[Lyanheart]

Been having the same issues with the OTA update. Never thought to look for a solution from Samsung. Thanks.

Update: Tried it, major FAIL. Software tells me my phone cannot be upgraded.

 

[nickdeck]

OK, here's my update. Emailed AT&T support and received a response asking me to call them, which I did. Tech guy was unaware of the update (duh) and told me that he'd have to transfer me to Samsung support. I questioned why he would want to transfer me to Samsung to deal with a problem connecting to an AT&T server. He said he was just following orders, so I got transferred.

After about 15 minutes on hold, the Samsung tech finally came on and told me that I couldn't update through that method and would have to wait until the update was pushed to my phone.

Personally, I don't think either of them knew what the hell they were talking about, and that was about 30 minutes I'd like to have back.

 

[nickdeck]

Another update: Downloaded and installed Kies Mini, and the update worked without a problem. If, like me, you had installed the full version of Kies, be sure and uninstall it before installing Kies Mini. Also, I have read of some issues with Kies Mini on 64-bit systems, so only install it on a 32-bit computer system. Myself, I used my older XP machine and everything went smoothly. Update took about 10 minutes, give or take.

Thanks, AT&T and Samsung Support, for nuthin'. (Well, to be fair, Samsung did provide Kies Mini to us, but it'd be nice if they clued their support people into that info.)

 

[Redneckbutlerboy]

Another update: Downloaded and installed Kies Mini, and the update worked without a problem. If, like me, you had installed the full version of Kies, be sure and uninstall it before installing Kies Mini. Also, I have read of some issues with Kies Mini on 64-bit systems, so only install it on a 32-bit computer system. Myself, I used my older XP machine and everything went smoothly. Update took about 10 minutes, give or take.

Thanks, AT&T and Samsung Support, for nuthin'. (Well, to be fair, Samsung did provide Kies Mini to us, but it'd be nice if they clued their support people into that info.)

Not sure about all departments but you'd be surprised how few calls we get on Android. I've only had a few and it was simple stuff like turning on mass storage mode and pulling pictures off. Hell, I think I've gotten more calls at this point on the Sony x10 then I have the Captivate, don't remember any for the Aria and I think maybe one on a Backflip. On the flip side, we get tons of calls a day on Blackberry and most of us can work on them with our eyes closed and not need to look anything up. I know it sucks, but be patient and I'm sure as Android grows the info and support will get better.

 

[Lyanheart]

I get the "connot connect to ATT servers" message when I try to get the OTA update. I'm starting to think I'm just screwed.

 

[nickdeck]

Didn't realize you were with Support, but thanks for posting the info about updating with Kies Mini. I wish I'd gotten you when I called in!

 

[demp_D-1417]

Where did you get the Kies Mini?

 

[nickdeck]

Click on the link in the original post, or Google "Kies Mini".

Read carefully.