Galaxy Core Prime system update will not download

[dawe1313]

my galaxy core prime said that there is a system update. i told it to go ahead and download over wi-fi. download failed with "software download unsuccessful".  i've been trying to do this for 2 days now, and it always fails with the same, totally not useful, generic message.

the update is to be from v4.4.4 "Kit-Kat" to v5.01 "Lollipop"

- battery at 100% (also tried while plugged in to charger)

-- soft reboot - no change

-- hard power off / power on - no change

- 2.31 GB of 8 GB internal memory available

- wi-fi signal: Strength - Very strong / Link speed 72 Mbps

- apps updating - no problem

- in-app online connectivity - no problem

- web browsing - no problem

- other devices using same wi-fi/internet connection - no problem

any suggestions?

[vzw_customer_support]

I appreciate all these details, dawe1313, as it really helps us understand what next steps are available. Now let's get this software updated. Although there's enough memory, the RAM may be high. You want to have at least 20% RAM available. Please try powering down for two minutes, then restart and try updating software again. If still unsuccessful, you can use the Software Repair Assistant, (SRA). http://vz.to/1L3vJaJ

Please keep us posted.

Thank you,
VanessaS_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this.

[dawe1313]

ok, powered off for ~10 minutes, then turned back on

disabled some non-essential backgrounds apps to free up RAM.  manually initiated the system update with 800+ MB RAM available (more than 50%)

software update to G360VVRU3BOH3 - failed with error code 500

[vzw_customer_support]

dawe1313,

Thanks for those helpful details again. We've almost got this case figured out here. Were you able plug your device into a computer and run the Software Repair Assistance? The SRA tool will definitely be beneficial in this situation. 

TrevorC_VZW

Follow us on Twitter @VZWSupport

If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[dawe1313]

no. i never did try to run the SRA for 2 reasons,

a. the link you provided showed how to use your SRA, but it did not show where to download or how to activate the program. (or if it does, it's not in an easy to find location)

b. i really did not want to do what basically amounted to a factory reset to default. (that should always be the very last resort option, not one of the first)

on the other hand, i did find a fix for my problem: perseverance

the last time the notification came up, i told it to go ahead, and POOF!, it worked:

"Software updated to G360VVRU3BOH3". i'm now running Android v5.1.1

so what is an error code 500?

[jaided23]

DONT UPDATE IT,, i have the prime,, it came with kitkat 4.4.4,, it updated to lollipop 5.1.1 without even asking if i wanted it to.. now it wont connect to my home wifi, both the wifi and bluetooth buttons are greyed out,cant get it to use the 4g data setting , , i try to reinstall all my pics, music , contacts and apps from the cloud,, all it does it get stuck in a loop, and turns off and on,, i called verizon,,  that was 4 days ago and im still waiting for a callback to know if i have to send it in for repair or replacement.. i did try to factory reset it back to 4.4.4.. didnt work,, still has 5.1.1

[vzw_customer_support]

This isn't the experience we want you to have, jaided23. VZW to the rescue. Completing the factory reset won't change the software verision, but can correct issues when software loads corruptly. What can do a better job is the Samsung repair assistant, as it rebuilds your new software from scratch. Here's the link with instructions. http://vz.to/1N6yVRy

LynnD_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[dawe1313 · Accepted solution]

too late mate. already a done deal. the 5.1.1 is working just fine on my Prime.

i agree with LynnD. it sounds like you've got a corrupted OS install. hopefully the Software Repair Assistant will get it sorted for you.

make sure you use the link in LynnD's post. the one they gave me earlier in this thread doesn't show how or where to d/l or install it.