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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GLIMMERMAN76
ACE - Expert
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23.8K Messages
8 years ago
Take the device to a ATT device support center they should beable to help you. Samsung experience centers dont have the update yet.
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NadineSH
Contributor
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2 Messages
8 years ago
I am most displeased by AT&T. They never gave me any explanation of the update failure, allowing me to flail around and waste hours redoing it four timed (now five.) Why wasn't there an error message explaining how to proceed? More relevant -- why didn't AT&T tell us FIRST that we needed at least 4 GB of clear space -- before allowing us to fail? Why didn't they explain that this was an update of the Android system?
Why are Samsung S5 users getting this update six months after everyone else?
Altogether, I don't think I'm going to forgive them. My phone service is poor as well.
But thank you
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GLIMMERMAN76
ACE - Expert
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23.8K Messages
8 years ago
The installer is not smart enough to tell you what went wrong. Its like that on all android phones.
As for your 6 months later comment where in the world did you come up with that? Android 5.0 was released to the s5 in march or april. Verizon still has not pushed 5.1.1 to there s5. Tmobile did it at the end of august. Sprint I have no clue about.
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mlandis89
Contributor
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2 Messages
8 years ago
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GLIMMERMAN76
ACE - Expert
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23.8K Messages
8 years ago
I think the update depending on your loaded apps and other things takes between 6-7 gb of free space. Its strange but then again its samsung.
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peterjuliealex
Contributor
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2 Messages
8 years ago
Finally got it to work by deleting 48 apps and freeing up 6.1GB of space. It's beyond me that you would need that much space for a 610MB update. I think that GLIMMERMAN76 may be correct that it may be a particular app that causes the install to fail. It must have been one of the ones I deleted. It seems that AT&T didn't vet this update properly before rolling it out.
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GLIMMERMAN76
ACE - Expert
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23.8K Messages
8 years ago
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shuttle099
Contributor
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1 Message
8 years ago
Had to reset my device, but it's installing now.
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kimiye
Teacher
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17 Messages
8 years ago
The upgrade finally worked after I'd cleared 6.4 Gb of free space. Had to uninstall about 30 apps to do it, as I had no photos, music or other media files on the device (all on SD card). Now reinstalling my apps, one by one. This is not an appreciated use of my time.
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Greenwood58
Contributor
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1 Message
8 years ago
Solution did not work for me either. Samsung Galaxy S5. Cleared cache partition and cache data. Have over 5G of available space. (easily within the 4 to 7 G recommended). Set clock forward to allow phone to reach update servers. Removed all unnecessary apps, except for the bloatware. Enabled any bloatware app that I had disabled in the past. I have made 8+ attempts at the 5.1 upgrade under these conditions. Each time it downloads the 609 MB correctly, but every time I proceed to install it stops at 1 or 2% and states install failure that the "install has been interrupted".
Bill
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