PROBLEMS COVERED

1. I cannot update the software on my Galaxy S9/S9+

PROBLEM 1: I cannot update the software on my Galaxy S9/S9+

SOLUTION 1:

AGENT ONLY-

If you cannot update the software on your Galaxy S9/S9+, we are sorry for the inconvenience. Samsung is aware of the following issues which may appear on some limited S9/S9+ devices:

• Getting stuck on the Samsung logo
  
  
• Freezing on a specific percentage during the update
  
  
• Going to the Android recovery mode
  
  
• Failing to update software

To help fix this problem, please perform the following steps:

1. For the first three symptoms listed above, please send the phone to a Service Center for repair. A Service Center can recover the unit by downloading the Home Binary so that the customer information can be recovered.
   
   
2. For the fourth symptom listed, please do not send the unit to a Service Center, but guide the customer to download the software update using Smart Switch on a PC. If this fails, then set up the device for service.