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Cosmic Ray

Re: Tab S6: "Couldn't complete firmware update - Make sure the keyboard is connected to your ta

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I'm looking through my email and maybe that didn't happen. I thought I got an email confirmation but I can't find anything.


I was in DeX and there's the "Contact us" in the DeX pop-up. It brought up a customer service contact, but... I submitted that but I can't find...


I guess I will submit a new ticket.

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Honored Contributor

Re: Tab S6: "Couldn't complete firmware update - Make sure the keyboard is connected to your ta

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No worries, since it was purchased from us you can check with our eCommerce team about trying to exchange the case. They can be reached at 855-726-8721 directly. Alternatively, I can set up to service the tablet itself. It is possible that it's software related and not something in the case itself at all. Sadly though, only a certified technician would be qualified to offer that exact diagnosis. 


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Cosmic Ray

Re: Tab S6: "Couldn't complete firmware update - Make sure the keyboard is connected to your ta

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I called 1800-SAMSUNG, got tech support, told them I bought it from Samsung, and he seemed to believe he couldn't troubleshoot it, that he needed to forward me to what he said was an internal group for troubleshooting... but instead the next person on the line just wanted to process the return (???). I've asked her to send me to tech support (?!?!) and I'm on hold. Again.

 

I'm not even convinced I can get the back off this thing...

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Cosmic Ray

Re: Tab S6: "Couldn't complete firmware update - Make sure the keyboard is connected to your ta

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Tech support has no idea. They just want to replace it. Calling the number you gave me.

View solution in original post

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Honored Contributor

Re: Tab S6: "Couldn't complete firmware update - Make sure the keyboard is connected to your ta

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I understand, let me know if I can offer any further help. 


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.

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Constellation

Re: Tab S6: "Couldn't complete firmware update - Make sure the keyboard is connected to your ta

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As another member posted, put your tablet into Dex mode and attach the keyboard and apply the update.  It will then finally be able to install the firmware update successfully.

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Cosmic Ray

Re: Tab S6: "Couldn't complete firmware update - Make sure the keyboard is connected to your ta

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Oh, and incidentally, the tablet can detect the keyboard being taken off and put back on...

  • It asks to update the firmware when I cycle it off and on a few times...
  • It correctly shows and hides the software (screen) keyboard when the hardware (keyboard case) is detached.

So there's that!

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Astronaut

Re: Tab S6: "Couldn't complete firmware update - Make sure the keyboard is connected to your ta

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@user0AkW5IgOZO , may I ask what you ultimately ended up doing? I'm have the exact same problems (keyboard works but trackpad seems bricked, getting the firmware update whenever I reconnect the keyboard to the tablet but always says it "couldn't complete firmware update - make sure keyboard is connected...", reconnecting and disconnecting in both dex mode and regular android mode yields the same result). Did you find a solution to this or did you just end up replacing the keyboard (in which case, did you have to replace the backing with the adhesive)?

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Cosmic Ray

Re: Tab S6: "Couldn't complete firmware update - Make sure the keyboard is connected to your ta

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Hey, I returned the keyboard, and have yet to buy another one. I can't comment on whether or not the next one would work, but I figure I'll give it a couple firmware updates to settle in.

I ended up keeping the case back, I argued with tech support and probably a few other people by phone that the thing was not going to come off easy. I probably yelled a little, for which I'm sorry, but (and yeah apologies shouldn't have buts) they just couldn't get it through their skulls that this backing is not coming off without bending the tablet.

They refunded my money but not my sales tax, and I complained about that and never got a response.

The whole experiece left a bad taste in my mouth, although I must say the Tab S6 is still one h*ll of a piece of hardware, I use it daily.

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Astronaut

Re: Tab S6: "Couldn't complete firmware update - Make sure the keyboard is connected to your ta

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I tried to open DeX then contine the dialog to update the keyboard firmware and it completed succesfully

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