Why can't I install new updates?

A

AC Question

Can't install new update.

Hi, I'm asking for my sister who has a Samsung Galaxy note 3. It has a new update and will download the update but won't install it. Just keeps getting an error message saying it can't install it as the device has been modified. Any idea why it would say that? It was a brand new phone when she got it and she has never modified it. Thanks.
 

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