What is the software issue?

Samsung has identified a software issue with certain Samsung A11 phones purchased between July 6th and August 10th across different wireless providers.  If not on updated software, some customers may experience limited or no access to the internet or have trouble making/receiving calls.

 

How can this issue be mitigated?

A software update on your phone is required. to version A115USQU2ATG2 or above.

 

What are the steps to update your software?

Steps to update the software on your Samsung A11 phone:

  • Turn on Airplane Mode
  • Connect to the Internet with WiFi -- this is IMPORTANT. The phone must be on WIFI to update this software.
  • Download and install software
    • Settings>Software Update>Download and Install
    • Allow download - may take 5-15 minutes
    • Click Install Now

After the latest software version has been installed, turn off Airplane mode, and proceed with using your phone.

 

 What version of the software is the updated version?

The updated version is A115USQU2ATG2.

 

How do I check my software?

The software version can be viewed in Settings > About Phone.

 

 What do I do if my phone is not able to access data or make/receive calls?

If you continue to experience any issues after downloading and installing software, please call 1-800 726-7864 for assistance or to replace the phone.

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