Galaxy s4 "software upgrade assistant" frozen at 66% (original thread deleted by vzw?)

[jwdominick]

so almost 2 hours ago I posted a thread concerning the "software upgrade assistant" stalling out on my s4 upgrade. I was monitoring it for replies and nothing even after a good amount of views. I refreshed my page thinking I was likely going to timeout without activity and what do I find? (comments removed) Here I am now on my 2nd attempt to update my s4 and its once again stalled at 66%. I set a stopwatch up when it hit the 66% mark and its now going on well over an hour.

If my thread was deleted due to vzw not wanting to address this issue that is BS, This is the corporate site, you have control here, but deleting threads is shady especially when It can be edited just as easily. You do not have control on the independent sites such as reddit and the many others dedicated to droids and the galaxy phones

If I don't get some support on this, I will go on the several public sites which I belong I will then upload the new screenshots I took of my post going unanswered here, then seemingly deleted without a single word.

Not cool

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Message was edited by: Admin Moderator

[jrh4054]

Have you called VZW Customer Service about this?  This is the best way to get help right away.

[at3deco3]

Hello,

Actually, I had the same issue several months ago (just gave up) and last night.  Again last night I was stuck at 66% trying to update my s4.  The phone was stuck in Download mode.  So I did a search on the issue and discovered that some people found that by using the usb ports on the actual motherboard versus the ports on the front of the computer made a difference.  Upon learning this:

1. I unplugged my phone (while stuck in download mode)

2. Removed the battery and restarted the phone.

3. Killed the stuck process for the VZW software repair utility.

4. Plugged the phone in the back of computer (directly to the motherboard) then restarted the VZW software repair utility.

5. Restarted the repair process. 

Once it got to "Download mode" repairing at 66% it finally broke through and started to download (showing the blue progress bar at the bottom of the phone screen).

Hope this helps.  I have no idea why this works and believe me I know it is strange.  I can only imagine that the USB ports are stronger on the motherboard versus the front of the computer.  Let me know how you make out if you find this is your case.  All I can say is it worked for me.  Good Luck.

[mwoollen]

This might help.... use the ORIGINAL Samsung Cable to connect your Samsung Galaxy S4 to your computer...

If your phone reads "Downloading... Do not turn off target !!"  AND your Upgrade Assistant has frozen at 66% or the Repair Assistant has frozen at 83%, then... you may be using the wrong USB cord... So,

- leave your phone "ON"

- unplug the WRONG cable from your phone and computer, reinsert the ORIGINAL USB cord.

- some drivers on your computer might update

- launch the Verizon Wireless Software Upgrade Assistant software

- run the Repair Assistant.

- hopefully your phone will now repair and upgrade successfully.

mhw

[BenjaminSimon1271]

Same exact thing is happening to me. Any solutions? None of the suggestions work. I really don't feel like going through their customer service people. Upgrading just might not be worth the trouble.

[Allyman]

I had several problems after the 4.3 update so over the weekend I tried the Software Upgrade Assistant.  It indicated all my software was up to date.  Then I used the Software Repair Assistant and it got stuck at 7%.  After a couple of hours, I called support and was transferred to a "specialist".  Ultimately she said my only option was to unplug the phone and hope all all my data was not lost.  Fortunately it wasn't, but I still had the same problems.  I tried it again using another Samsung USB cable (I have 2 S4s) and this time it ran the Repair Assistant till the end.  I unplugged the phone and was freaked out to see that all my data, wallpapers, apps, etc were gone! The phone was basically reset back to factory data reset.  All my data was never re-installed on the phone and it is no longer on my computer.

I spent all day Saturday re-installing what I could, but now I notice that my battery dies within 24 hours.  It was off Saturday afternoon and by Sunday morning it was dead.  I charged it up again Sunday afternoon, used it twice for 2 brief calls and Monday morning it was at 17%.  All my settings and apps are identical to what I previously had; the only difference is that I did a factory data reset and loaded 4.3.

This is not acceptable!

[rpmengel]

This morning when I connected my S4 to the computer I was told there was an update.  I ran the update without any problems...or so it seemed.  When it was done some of the icons were missing.  Settings was nowhere to be found.  😞  I searched for the app without success. 

So I ran the repair which turned out to be essentially a factory reset to the latest OS version.  The good news is that it is now current at 4.3, the bad is that I have to set everything up again.

[dannyh5161]

I had the same problem with the upgrade hanging up at 66%, I contacted Samsung and was told to take the battery out and restart the phone. This did nothing for me and as everyone has said this takes so long that it has put me over my limit on my internet service. Just about feed up with Verizon, I had a great product then when the upgrade was added it made my phone nothing more than a paper weight.

[jenjen7984]

I just unplugged my usb and plugged it back in.  give it a few seconds and the restore option was there.  Clicked restore and it finished.

[ljzim]

Mine froze at 66%, but this lasted between 15 and 30 minutes.  While I was reading this blog, things just resolved themselves and the update completed successfully. Hope you are as lucky.

[JohnCleave]

Software Upgrade Assistant said I had an update when I plugged in my phone, so I launched it. It downloaded the update, then ran. It got to 83% and stopped. The Software Upgrade Assistant window says "Upgrading...83%." The phone says "Downloading...Do not turn off target!"  It's now been 3 hours. I chatted with Verizon, she said the update is Samsung's, not theirs, and my only two options are (a) to get a new phone or (b) go to a store, and be sure not to turn off the phone. I called Samsung, and they said the update can take several hours, but if it fails, the only option is a factory reset (then I'll have to re-enter everything). I'm going to give it one more hour, then disconnect and go from there, resetting if i have to.

Lesson learned: DO NOT UPGRADE, unless you can risk losing all your data. And I will soon be uninstalling the Verizon Software Upgrade Assistant, I can no longer trust it.

[ljzim]

I would be very interested to learn how your nightmare ends. Thanks.

Larry

[JohnCleave]

Larry,

So I waited several hours to see if it would work, but it stayed stuck with the "updating" message. I then disconnected it from the USB and reconnected, no go. So I took the phone to a Verizon store, as suggested by the Verizon tech support person I spoke with. The guy at the store said he knew nothing about how to fix the phone and suggested I go to a company that fixes phones. Interestingly, he said he had never heard of the Verizon Software Assistant! So I came back to the office, re-attached the phone, re-opened the Verizon Software Assistant, and selected "Repair phone."  This ultimately got the OS back onto the phone, though it wiped everything clean, including all my photos. So at the end of the day, I got my phone back but lost my pictures. I also learned then that the Backup assistant won't back up pictures and video

Since the phones will update themselves, the Verizon Software Assistant isn't necessary. With the issue I experienced, I won't trust the software ever again -- I'll stick with doing on-air (or on wifi) updating.

Oh, and store pictures and video on an SD card: that way, if you have to repair or reinstall the OS, you won't lose content.

[marianney]

I too got the famous 66% freeze up. Obviously this stupid "repair" program is seriously flawed yet it just installs itself on my computer making me think it's safe by "backing" up my data for me before destroying my phone.

So let me ask something: why would a stupid backup program just DELETE everything it backed up just because the program was closed? Why wouldn't it ASK me if I'm ready to delete the files??? Why the heck would anyone create such a stupid program that makes someone feel secure in thinking their data is backed up, when it just deletes it???

Thanks to this stupid program, i now have a completely DEAD phone that won't power on or do anything. 5-6 attempts at repair (BEFORE the stupid thing closed down and deleted my data) did NOTHING. Just got stuck on 66% EVERY TIME.

Oh and don't you just love how Verizon tech support people don't even know about this program?? Neither tier 1 nor 2 knew what i was talking about when i mentioned it I was using it.

Nice one Verizon, nice one. Way to keep your own employees in the loop on your worthless spyware.

[Zudnic]

This happened to me, and after reading the mixed results in this thread, I called VZ. The tech support rep goes, "I found this thread on our support forums.." (of course this one). So there's that.

Anyway, what I was instructed to do from Verizon was (Windows 7):

1. Use Task Manager (right click on an empty spot in your task bar and click Task Manager)

2. In the descriptions, you will see two apps running with Verizon in the name. One is called SUA.exe and I believe the other was called UA.exe. Click on each and hit "End Process". This will kill the app.

3. Hold down the power button to shut the phone off while it is still connected.

4. Disconnect the phone.

5. Power the phone up normally.

This worked for me, of course your mileage may vary.. no warranty expressed or implied on this advice.

He did push me to Samsung for support (of course, VZ says it's Samsung's problem and Samsung says it's VZ's). I downloaded Kies https://www.samsung.com/us/kies/ and the process there appears to be like a factory reset.