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May security update makes S6 unbootable
svabalas
Member

I wonder how many S6 users experiencing non bootable phone after applying May, 2018 security update and what Verizon is doing about it? S6 simply freezes on red Verizon page and stays there forever. None of safe boot options nor cache partition cleanup help. Verizon Service Representative over the phone indicated that many users facing such issue and Verizon is working with Samsung to address it. As phone is not booting up - most likely it will have to be brought into a shop for firmware update over USB cable.

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Re: May security update makes S6 unbootable
vzw_customer_support
Customer Support

svabalas,

Updating software on the phone should be an easy task with enhancements that will help improve the experience with your device. I am concerned to hear that was not the case with your phone, but we will work to get this resolved for you. I checked and can see no direct mention of this happening with the S6, but we will continue to look into this matter for you. Have you tried completing a factory reset on your device which will restore your phone back to the out of box settings to see if that works? You can follow the steps here https://www.verizonwireless.com/support/knowledge-base-216674/

 

CandiceH_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!!

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Re: May security update makes S6 unbootable
svabalas
Member

Factory reset is last resort as it wipes plenty of data on the device. Had another call today and was advised to bring phone to nearest Samsung Experience Center at Best Buy to reload firmware, as Verizon Stores do not have such equipment. Unfortunately after visiting the store was informed that all Best Buys stores in San Diego County stopped offering such service. Can the phone be shipped to equipped Verizon center for firmware reload?

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Re: May security update makes S6 unbootable
vzw_customer_support
Customer Support

Having a device that is not fully booting up the way it should, is certainly unsettling. I've had that happen in the past and it is something I don't want to happen again. I can understand if doing the factory reset is not the most favorable for you, Svabalas. That would be one of the best options to see if we can get the device working again.  I am sorry you took a trip to the store, and they were unable to help assist with troubleshooting the device because they no longer offer the service. Here at Verizon, we don't have a center where the phone can be shipped to reload the firmware on the device.

 

I do have an alternative option I believe would help, Here is a link that you can use to repair the software on the device. https://www.verizonwireless.com/support/knowledge-base-80201/ . Follow the steps in the link, to see if this will get the device up and running again, and please let us know if this helped.

 

ChetonJ_VZW

 

Please 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!!

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Re: May security update makes S6 unbootable
kathy65793
Sr. Member

This sounds like what happened to my S5.I hope you have better luck then I did trying to get help with this same problem.  I am glad to hear that at least you did try the clear cache partition option. I am sorry to hear that it did not work because sometimes it does. Have you tried to use the Repair Asst that was suggested? If it didn't I would also try smart switch or Kies. They are both from Samsung and both can update and repair your phone.You may have to put your phone in download mode first thou.

Volume down-power-home then use your usb cord and connect to your computer. Make sure you have the latest drivers. Both programs should check that for you.

Use the one for the computer

Samsung Smart Switch

Samsung Kies

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