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Note 4 won't update after factory reset, missing software

A

AC Question

Factory reset, now my Kies app isn't on my phone and my phone won't update. the firmware.I did a Wipe cache partition and updated my phone and I still get the same response. I went to Sprint store & they said I was missing a software and Samsung needed to fix. Trying to avoid spending all day at the only Samsung store.
Help!
 
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