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A21 System Update Bootloop

(Topic created: 10-23-2021 02:39 PM)
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userbdXa8O3pGM
Constellation
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A Series & Other Mobile

I work for a cellphone company and we have seen several Samsung A21 phones that are stuck re-looping the system update installation. It gets to 99%, restarts the phone, and the system update starts all over again. We've attempted a hard reset but it doesn't respond to that. We've had a couple customers call into Samsung for help. They're told to plug it into a computer to complete the software update but the phones are not responsive long enough to connect to a computer.  I'm just wondering how wide spread this issue is and if anyone has found a fix for it.

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SamsungRei
Community Manager
Community Manager
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A Series & Other Mobile

Hello, thank you for reaching out. I understand how frustrating it is when an update will not complete. 

For the rebooting of the phone, try the troubleshooting here: https://www.samsung.com/my/support/mobile-devices/what-to-do-when-mobile-device-has-problem-with-cha... 

Once you've completed the troubleshooting and are able to restart the phone, attempt completing the update.

If the phone will still not fully power on, or will still not install the update, then it is recommended to have the phone evaluated by an authorized technician. You can use the following link to find a list of service centers in the U.S. that can do the repair: http://www.samsung.com/us/support/service/location or by contacting customer support at 1-800-726-7864.

For assistance outside the U.S., please use this link: https://www.samsung.com/us/common/visitlocationsite.html 

 

 


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2 Replies
User_name
Black Hole
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A Series & Other Mobile

which carrier? 

have you taken the device to ubreakifix or samsung care store nearby? 

also, were you able to connect it to the PC? 

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Solution
SamsungRei
Community Manager
Community Manager
Options
A Series & Other Mobile

Hello, thank you for reaching out. I understand how frustrating it is when an update will not complete. 

For the rebooting of the phone, try the troubleshooting here: https://www.samsung.com/my/support/mobile-devices/what-to-do-when-mobile-device-has-problem-with-cha... 

Once you've completed the troubleshooting and are able to restart the phone, attempt completing the update.

If the phone will still not fully power on, or will still not install the update, then it is recommended to have the phone evaluated by an authorized technician. You can use the following link to find a list of service centers in the U.S. that can do the repair: http://www.samsung.com/us/support/service/location or by contacting customer support at 1-800-726-7864.

For assistance outside the U.S., please use this link: https://www.samsung.com/us/common/visitlocationsite.html 

 

 


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.



Please note, notification emails are a DO NOT REPLY address, you must log-in on the community page in order to respond.