Community Support
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15.2K Messages
Software Update Installation Interrupted on Select Samsung Android 5.0 Devices
Summary
AT&T has received reports of some customers experiencing software update installation interruptions/failures when attempting to upgrade to Android 5.1 on select Samsung devices. The device is still usable but the latest software update cannot be installed.
The following devices are affected:
- Galaxy Note 4 (N910A)
- Galaxy S 5 (G900A)
- Galaxy S6 active (SM-G890A)
- Galaxy S 5 Mini (SM-G800A)
Resolution
The issue may be related to available storage memory on the device. If clearing space does not resolve the issue, the device can be updated to the latest version of software at an AT&T DSC or Best Buy Samsung location.
To resolve the issue:
- Clear Cached Data
- Tap Settings > Storage > Cached data > Clear Cached data
- Try downloading the software update again
- Create at least 4 to 7 GB of free storage space
- Tap Settings > System Tab > Storage > Available Space to check current storage usage
- Delete Unnecessary files (such as Pictures/Video/Music Files) or take advantage of the AT&T Locker to upload your photos and videos to the cloud.
- Note: For information on backing up your device, visit com/devicehowto and look for “Backup & Restore” in the topic list
- Visit an AT&T Device Support Center or Best Buy location for help updating to the latest software
AT&T Customer Care
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Lilybell2
ACE - Professor
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2.1K Messages
8 years ago
@GLIMMERMAN76 Samsung still has Kies available on their site.
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GLIMMERMAN76
ACE - Expert
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23.8K Messages
8 years ago
@Lilybell2
but it wont work with any samsung phone released in 2015
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Lilybell2
ACE - Professor
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2.1K Messages
8 years ago
But it will work with the S5. It certainly works with mine.
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NadineSH
Contributor
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2 Messages
8 years ago
This should be a 2- ot 3-tap operation, not like moving house. I've already wasted many hours on this.
I am thoroughly disgusted with AT&T.
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Lilybell2
ACE - Professor
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2.1K Messages
8 years ago
Note that the recommendation is 4 to 7 GB of available space. Therefore, 3.5 GB, is just not enough. I understand you're annoyed and frustrated, but whether it's a computer, a tablet, or a smartphone, the same rule applies... if there's not enough room for an update, it can't be installed.
You do, however, have an option available, as was mentioned earlier by GLIMMERMAN76. You can back up your data and do a factory reset, which should provide you with ample room to install 5.1.1. Once that's done, restore your data. Granted, that method does take more time, but it should get the job done for you.
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mlandis89
Contributor
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2 Messages
8 years ago
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mseibel
Teacher
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15 Messages
8 years ago
anyone else confirm that over 5GB free was failing and then a factory reset
fixed it?
<#insert "rant about what a stupid way to tell a user they have
insufficient space for the installation" >
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GLIMMERMAN76
ACE - Expert
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23.8K Messages
8 years ago
There are several reason that an install can fail. Apps being disabled. A certain app on the phone is not compatable with the install. It could be any number of things.
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GLIMMERMAN76
ACE - Expert
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23.8K Messages
8 years ago
@NadineSH
If you cant get it to install wait for the samsung experience centers to get the update files. Or take it to a ATT device support center.
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bonjour
Contributor
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1 Message
8 years ago
6.55GB is also failing
I got hereby uninstalling many apps i use on a daily basis, just to do the upgrade
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