I am having the same problem with my Samsung J36v. I went to a verizon representative and I was told to go to a Best Buy Store. There would be a samsung represenative that would be able to solve this problem. Went to a Best Buy store, she said,"Well, I might not have time to do this, because I have a phone conference . Well, she tried and said no it will not update the software. So She told me to call Samsung. WHY!!!!!!!! I AM TOTALLY DISGUSTED WITH VERIZON AND SAMSUNG. ESPECIALLY SAMSUNG. SO NOW I AM STUCK WITH A BROKEN PHONE AND STILL PAYING FOR THE PHONE.
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