Note 4 won't update - Smart Switch and Verizon Update don't work
PSquared1
Enthusiast - Level 2

Hi - I need help!!

There was a similar thread going back to 2016, but I discovered the hard way that it was locked. This is the reply I tried to post:

Hi,

I hope someone is still monitoring this thread.

I have two NOS Note 4s -  the first  OTA updated (4.X to 6.01) and ran for many years until it became corrupted. I acitvated the second one recently. It was at 5.01 and when Verizon shut down 3G - I lost the ability to phone. VOLTE is in a menu, but is not supported by anything less then 5.1. I've tried Smart Switch - it sees I need an update - downloads it - puts the phone in ODIN mode - the software never transfers, but when I abort, the phone will reboot into 5.01. After downoading USB drivers with no change, I tried (again) with the phone in USB debug mode - VOILA - it started to transfer, but stopped dead at 3% and never moved after a half hour. Emergency Software Repair does nothing And now it won't reboot back to 5.01 - stuck in UPDATE FAILED - but if I leave the battery out for 5 minutes, I can get it back to ODIN Download mode - but Software repair does nothing in either mode - there is no transfer progress.

I tried Verizon Updater and it quickly saw the problem and said it needed to factory reset it and repair the firmware. It downloads something (maybe 6.01) and looks like it might be trying a repair, but ultimately shows a "Device Disconnected" screen**. It does this in both the UPDATE FAILED and ODIN Downoad screens (the only two I can get to so far).

**When Smart Switch first failed to transfer the update, I noticed that the phone always appeared as a connected device on the PC (Windows 10) - UNTIL  Smart Switch put the phone in ODIN mode - and then it dissapeared. I always wondered why and if that was the problem.

I am also suspicious of the USB drivers. If I look at the Samsunng Driver Events tab - I see this: "Device USB\VID_04E8&PID_685D\5&3095c79&0&1 requires further installation." under the  "Device Install Requested" event. I was unable to find what that specific message meant. The other two events associated with the Driver also look suspicious. It appears that in all of this that when it comes time to transfer the update, the Note 4 is not seen (except for the one time when It was until 3% and now does not reboot). But the PC initially detects the Note 4 is connected and at least initally, Smart Switch sees it and that it needs an update.

Smart Switch Zen Desk and Verizon Support  have been useless in resolving this problem.

Any ideas what I can do now?? I see some people using ODIN 3 for flashing the OS to the Note 4 - but it's more complicated - and will it wotk any better - if the problem is the phone is not being seen?

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vzw_customer_support
Customer Service Rep

Thank you for letting me know that this is ongoing. Have you been able to reach out to Samsung Support to see if there is anything they can offer to help with the ODIN Mode issue you are having? Has there been any changes to the device since this started?

*Haley

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PSquared1
Enthusiast - Level 2

Hi Haley,

No - no help from either Verizon Support, or the Samsung Smart Switch Zen Desk. Verizon support closed out all the cases and Zen Desk didn't even respond to my last question. The Note 4 is still non functional in the condition I described - only two screens available - Odin Download and Repair Failed and does not respond to any attempt to repair - or update from either Smart Switch, or Verizon Update.

                                      Pete

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vzw_customer_support
Customer Service Rep

I want to ensure you get the support you need with your device, PSquared1. I am here and happy to help with your update concerns. Please send us a Private Note to get started! 

*Cheyenne

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PSquared1
Enthusiast - Level 2

Cheyenne,

 

I have been working with Verizon Support and the Samsung Smart Switch ZEN Desk for weeks and mostly going around in circles. I have sent documents / screen shots and log files to Samsung – their last advice was to take the phone to Best Buy. And with Verizon support – I have had numerous chats where they ask for more detail (which I send) and then someone else asks for less detail. I have gone through the one check list I received with no results. To begin with – you can’t solve a problem like this using a chat with a limited number of characters and no way to attach files.

 

The main reason I posted on the forum is I saw people posting about my problem, but none of their solutions worked. The main problem is that after either Smart Switch, or Verizon Update downloads the files it needs to update my Note 4 to 6.01 (or repair it after it was bricked) – both programs are unable to transfer the downloaded files to my Note 4. To me – that sounds like a driver issue (but the installs were supposed to install the required drivers) – and the Note 4 initially appeared as a connected device on my PC and the programs were able to put the Note 4 in ODIN (Download) mode. And that is where things went bad – those files never transferred to the Note 4 (no progress after hours). The one attempt where I put the Note 4 in USB debug mode – 3% of the 6.01 update did transfer – and then it stopped for hours – when I disconnected the Note 4 after that attempt, the only two screens I could get were a transfer failed screen, or a download screen. Smart Switch offered a repair – but it didn’t transfer. Verizon Update flagged the phone as seriously corrupted – but when I accepted it’s offer to fix it – after 5 minutes the program flaged the Note 4 as not connected. And whenever it was time to transfer files to the Note 4 - it no longer appeared as a connected device on my PC.

Pete

 

                  Pete

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vzw_customer_support
Customer Service Rep

Hello! We wouldbe more than happy to assist. Please send us a DM. 

*Leyla

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