AT&T S7 Edge - Update fails every time at 27% - Any help or ideas

[Seeker336]

So I got my wife a Certified Refurb AT&T S7 Edge for Christmas (factory rebuild, direct from Samsung). Looks and works great!

Checking Settings on Christmas Day, I find there is a Software Update available. I start the process -- 257.74 MB update file. Performs the download, reboots the phone, enters Recovery and the AT&T logo comes up.

The Updating counter begins to increment -- when it gets to 27% it stops incrementing. After about 5-10 seconds, the "Updating" changes to "Update Failed" and the phone reboots back into normal mode. After logging back into the phone, it shows something like "Update failed to install. Install interrupted."

The phone works perfectly. Security date shows as April, 2017 security patch.

Is there any other method I can use to install the update? Is the 27% failure point known to others? What is possible cause? Can Samsung guys at Best Buy otr maybe AT&T store guys do a flash update?

Any ideas?

 

[Rukbat]

27% is about where an update fails for a rooted phone. Make sure the phone isn't rooted.

The AT&T Device Service Center (ask at your local store for the nearest location) can flash the update (and usually will) - but it's the same update you get over the air and will fail at the same point if the phone is rooted. They may be able to force it, or they may recommend that you fully back up the phone (see Backing up an Android Device) and they'll flash an updated firmware. (Then you can restore your data and apps.)

 

[Seeker336]

27% is about where an update fails for a rooted phone. Make sure the phone isn't rooted.

The AT&T Device Service Center (ask at your local store for the nearest location) can flash the update (and usually will) - but it's the same update you get over the air and will fail at the same point if the phone is rooted. They may be able to force it, or they may recommend that you fully back up the phone (see Backing up an Android Device) and they'll flash an updated firmware. (Then you can restore your data and apps.)

Phone not rooted. Baseband stuck on the 1 May (Apr, 2017 Security Update) version. AT&T has issued about 5 more since then. Apparently won't install new update until a newer version is installed -- catch 22.

Went to the AT&T store where I always get assistance -- they could not help and said nothing about a Device Service Center. Their only suggestion was to do a full backup, then factory data reset, then try again. Did all that -- still fails at 27%.

Tried to update via Smart Switch on my PC. According to Smart Switch, latest version is installed, even though I can double check Baseband version against AT&T web site listing it as old.

Ended up in a chat with Samsung. Verified I had already tried all his suggestions. Ended up opening a ticket to send S& Edge to the Samsung service center in Plano, TX under warranty. Supposedly, they will flash most current Baseband. We shall see.

Still no info on cause for install fail.

BTW, no more Samsung Experience kiosks in my local Best Buy stores. They all shut down in November.

 

[Rukbat]

My error - Device Support Center. (It's been a few years since I had to go there.)

No kiosk in my store either. Samsung cellphone division is going downhill?

 

[Seeker336]

My error - Device Support Center. (It's been a few years since I had to go there.)

No kiosk in my store either. Samsung cellphone division is going downhill?

UPS tracking shows it arrived at Samsung repair facility in Plano, TX this morning. Hopefully, they will do the flash Tue/Wed after returning from New Year's and get it back to me in another couple days. With luck, may have it back at end of next week or begin the following. Will be interesting to see if they really do flash to the latest Baseband version.

Standing by. Will report back.

Still interested in any ideas anyone might have on cause for 27% fail.

 

[WrimWramWrom]

I'm having the EXACT same issue. Also downloaded Samsung Smart Switch software for PC, and it claims my software is up to date, and it isn't. I talked to someone at AT&T yesterday, and they said to take to a store, and they should be able to swap it, if they can't fix the issue there.

 

[Seeker336]

I'm having the EXACT same issue. Also downloaded Samsung Smart Switch software for PC, and it claims my software is up to date, and it isn't. I talked to someone at AT&T yesterday, and they said to take to a store, and they should be able to swap it, if they can't fix the issue there.

Tried the AT&T store route. They tried their best to help, but this phone is a Certified Refurb (AT&T branded) that came direct from Samsung. Since they didn't sell it, AT&T doesn't want to exchange it. No problem, so far. Samsung has in their repair facility at no charge to me. Just have to do without a phone for 10-14 days.

When phone returns, I will report back to confirm what update was applied by Sammie.

Still interested in any theories about what causes this to fail. Any ideas?

 

[Ryan Pangle]

UPDATE????!!!

 

[Seeker336]

The S7Edge came back in about 8-10 days, exactly as promised, with latest firmware updates installed/flashed. All has been functioning superbly.

 

[tomoko1b]

The S7Edge came back in about 8-10 days, exactly as promised, with latest firmware updates installed/flashed. All has been functioning superbly.

Awesome, now ive been having a very similar problem i go to the software updater in settings and always says up to date since a year ago when i discontinued with att and switched to metropcs so. oh which baseband version did they give you and does anybody have any suggestions before i do something stupid???

 

[Seeker336]

Not entirely sure, but my understanding is that if you are not on the original carrier network, you will not receive updates. Current baseband on the S7Edge updated by Samsung: G935AUCS4BRC1.

 

[natehoy]

Awesome, now ive been having a very similar problem i go to the software updater in settings and always says up to date since a year ago when i discontinued with att and switched to metropcs so. oh which baseband version did they give you and does anybody have any suggestions before i do something stupid???

If you do not have an AT&T SIM in an AT&T-branded phone you will not receive any updates.

You may be able to load it using an offline tool, I haven't ever tried it.

Sometimes the stores will do a quick flash for you if you go in. No promises. If you go in when they are not busy and are very friendly, you might find a rep willing to do you a quick favor.

If you have a friend with an AT&T SIM you can just jack that in and do a "check for updates" (preferably not an iPhone one - switching iPhone SIMs to things other than iPhones tends to mess up their iCloud/iMessage/other things starting in "i" in my experience).

AT&T Prepaid is $35 for a month, and Cricket is an AT&T-owned service that uses AT&T towers at about the same pricing. Either *should* allow updates to AT&T phones. Just go in and buy a month prepaid, jack the SIM in, do your updates, then you can pass the SIM along to someone who could use the service (if you don't know anyone, check with your local Police or Fire departments - they can often make use of them in donated phones for women's shelters or folks who have lost everything in a fire, etc)

 

[troshs]

Just as a heads up, I have straight talk on an originally branded AT&T phone. My SIM pings off of the towers for AT&T. It may depend on the SIM card.
I do get the updates just fine.

 

[natehoy]

Just as a heads up, I have straight talk on an originally branded AT&T phone. My SIM pings off of the towers for AT&T. It may depend on the SIM card.
I do get the updates just fine.

Good point - thanks for the clarification.

I perhaps should have been clearer - if you are talking to AT&T towers but not via a "partnered" arrangement on your AT&T-branded phone, you get updates. Straight Talk, Cricket, AT&T Prepaid, AT&T Postpaid, and probably a few others use AT&T towers directly.

If you are on T-Mobile or another GSM network, even if you connect to an AT&T tower via a partnering arrangement, it is highly unlikely you will be allowed to look for updates.

I don't know exactly why AT&T is so fussy about that - you'd think they could just put their update checker on the Internet and call it a day - but they are really strict about not wanting to update their own phones unless you are connected directly to their network and buying service from them or a direct partner.