A2 to A4 update fails

Hello,

I have a Galaxy S7 that was upgraded to the Nougat A2 update a week or two ago. This week, every day, I have been getting the notification that an update (from my current A2 to A4) is ready for download.

After going through the process (or attempting to) the update fails right at 25%.

Cannot think of what is causing this update to fail, as the A2 went through fine less than two weeks ago and I have not made any changes to phone (other than App updates) since then. I cleared the system cache, no luck. I removed SD card, no luck...

It was suggested that I try to Verizon Software Upgrade Assistant, which I did. That software recognizes my phone is currently loaded with the A2 update, but says that the A2 is up to date. Obviously, it isn't, so I think there may be an issue with the upgrade assistant not being up to date itself.

At this point should I just wait to see if the Upgrade Assistant can help? Has anyone else had this update fail?

Accepted answers

Verizon_Support

mildewman , having the most recent software is something that we always want for you. Thank you for attempting these steps and providing clear details. The software repair tool should indeed now be updated at https://www.verizonwireless.com/support/samsung-galaxy-s7-edge-update/. Before giving that a try, have you checked the storage available within the device? To do so, go to Apps, Settings, Storage and view what is available under the internal storage. If this is running low, you may want to go to your application manager and choose to move some of the downloaded apps to the SD card to free up space. Please let us know what you find there.

LorenB_VZW

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!

All comments

jrh4054

If you haven't done it, I would suggest you install the VZW Tech Coach app. Call the Tech Coach from the app. They can get into you phone and see if there is a problem.

mildewman

I came here expecting help, not a sales pitch for a paid service....

jrh4054

Tech Coach is free!

Ann154

If you have insurance, you are already paying for the service.

mildewman

Taken from Verizon's web site:

"If your account is enrolled in Total Mobile Protection Multi-Device, Tech Coach is included for no additional charge for all devices on your account.

If your device is enrolled in Total Mobile Protection, Tech Coach is included for your single device for no additional charge.

If you don't have Total Mobile Protection, you can purchase Tech Coach for $7/month for each device you want covered."

Verizon_Support

Keeping your device updated is always important, mildewman. Let’s get to work on this. You mentioned that the update gets to 25% before failing. Are you getting any error messages? What happens if you reset the network settings on the device with these steps: http://spr.ly/65808wCN6 and then attempt to apply the update once more.

JosephE_VZW

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!

mildewman

Hello,

That did not help. I tried.

Just to clarify, it goes into Preparing to update and gets to 100%, then restarts into what looks like a recovery console. The update starts and it gets to 25% exactly and then hangs for a few minutes before the android dude falls over and I get a yellow caution triangle that says Error.

The phone restarts at that point and the message that the update failed give error code 402.

mildewman

The Software Upgrade Assistant did indeed identify that there was an update for my phone today. Strange that it was not doing so earlier in the week - I had checked each of the previous three days and it had said my phone was up to date on those days despite my phone trying unsuccessfully to update each day.

It was kind of slow, but I was able to update to G930VVRU4BQA4 successfully, something my phone had not been able to do on its own. I am assuming that is them most recent build, as the software and my phone both now agree that I am up to date.