Samsung Infuse 4G™ (i997) - Android 2.3 (Gingerbread) Software Update

[westshotgun]

Seriously? update is rolling out based on IMEI numbers? I don't even know what that means exactly but I know for sure it is super irritating. I bought this phone back in June, had to go through GTG unbrick twice, Factory reset and Nothing. My god.

[Coogie]

Just when I think AT&T can't disappoint me any more, they do.  I got this phone around August with the promise that it would have Gingerbread soon.  The actual phone was a disaster because it would constantly randomly turn itself off, reset, and just sit there and vibrate.  I got a new one and it did the exact same thing so it's obviously the phone or all the bloatware that AT&T has put in it.  Still, I was told that GB is coming and would fix those.

I have emailed AT&T several times and asked when the release is and they always give me the runaround or suggest I talk to tech support who's only solution is to reset the phone causing me to set it all up again.

I wrote them about this latest failure and asked what their official position was on the release of GB was on the Infuse and they said absolutely nothing and told me to call them with a different phone.  Thanks a lot.

[Please keep it courteous]

[PrestonIV]

You have to do a factory reset after the update to get the Android Market and Google Talk to work again. Its under Settings-Privacy-Factory Data Reset. When it reboots you will be prompted to setup your email and linked accounts again just like you did the first time you booted your phone up. After that, everything will work like normal. Keep in mind, it will erase data on your sd card, so back it up or remove it, I did both.

[Coogie]

Just an update, I played along and contacted chat support on AT&T.  I gave the link to this forum, I explained that many people believe it's not working for those who did the OTA update in November, and that this is not an isolated incident.  AT&T's helpful response was

"All of the information we have on the updates show that this will need to be corrected by Samsung. Have you contacted them? "

I have tried to contact them but they don't answer their phones, emails, nor twitter.  @SamsungSupport. 

After going back and fourth a few times, she reluctantly asked me to type in * #0 6 # that gave a serial number of some sort and asked whether my phone was a replacement - which it was.  Supposedly it's going to take a few days to update their systems but knowing what I know after dealing with this company for 10 years, I doubt it will. 

Meanwhile, there is absolute silence by AT&T on here.  They are not helping.

[Edited to comply with Guidelines]

[rizwanahmed1980]

Did you figured it out. Please let me know . 

Thanks

[rizwanahmed1980]

Lee , 

Did you get it to work , I am in the same position

[cptrack08]

The update is definitely not based on IMEI numbers, Kies had the button greyed out for me, I completed the GTG unbrick in about 10 minutes and was able to update to gingerbread instantly after that. Highly doubt my phone happened to become upgradable from a roll out in that same 10 minutes. It's an issue for any phone that has been updated from the factory at all with samsung Kies.

[kwhit31]

I haven't seen a post about my issue, so I apologize if someone already addressed this.

I don't mind flashing my phone to factory to get the upgrade. I uses gtg ultimate to remove the OTA update and reset to factory. I'm back to Froyo, 2.2.1, I997UCKD5. I formatted internal memory and external SD. All of my data is backed up, so I didn't mind making the phone as factory fresh as possible.

So, I got Kies mini to update to the latest 11084_3 (not sure of version). Found the original 11011_4 (not sure of version) was not updating due to my Kaspersky firewall.

Chronologically, I got no connection on 2-2. I got Kies mini to update on 2-3 and got the unregistered message. I got the phone reset last night. Today (2-4) I am getting a message from Kies that my phone has the latest OS version, but I know it doesn't since I just reset to the original Froyo 2.2.1.

Has anyone else reset the phone and seen this latest version message and still no ability to upgrade? Any idea what to try next?

Thanks for any ideas!

[infused4gsocal]

Didn't check the whole thread, so not sure if someone already posted this.  Samsung support's facebook page has a post from them about the infuse 4g gingerbread update dated Thursday, 7:52am.  So far, only one person has posted on that facebook page that they are having problems.  Maybe you could go there and see if they can help.  Doesn't seem like it...but who knows, maybe if enough people post their problems.

http://www.facebook.com/samsungsupport

[clarkecraft]

@ kwhit31

I have this EXACT problem on my wife's Infuse. Called Samsung Support and they have no solution either. They claim it's probably due to the OTA update that was released by AT&T last year.

This upgrade as definately proved to be a pain!

[chinefoo]

Well i got fed up both 100.7 and 105.5 are running and ivestigating theis page.  "aas if it will help " how ever the air time is funny they called at&t and the at&t agent had no clue both samgung and he were on air at same time funny as all get out. the cop out excuses! next nbc5!! by the time its on main news then at&t will make a announcment but by then it will take them 30 mill to fix the egg on thier faces hahaha

[maxim6194]

@kwhit31 I had the same thing happen to me, except i got the "Up to date" after the update failed once.

[lee1001]

OK, so if the update is not based on IMEI numbers, then why are some people able to update after reverting to UCKD5 and others can't, even after having done that? I suppose everyone who did that followed exactly the same procedures. Why is it different for some who did it?

And here's yet another pressing question: why can't UCKH1 users get the update yet? It was an update that was rolled out OTA, and it would eventually and forcefully install if you kept cancelling the installation. So if no one reverts to UCKD5, that would mean almost no one would be able to get the update, since most everyone I've seen has UCKH1 on their phones and sees the "unregistered device" message appearing persistently. It's been three days since the update was released, for goodness sakes. Can't the device just get registered and update to Gingerbread already?

[cptrack08]

In all honesty i have no clue why it worked for me and others, but isn't working for some. It seems like each day I'm seeing more people in your situation where reverting to UCKD5 hasn't worked, where as in the beginning everyone that reverted had no issue getting GB. I really don't get what is going on with this issue with kies.
This is all just becoming icing on the cake with the whole AT&T/Samsung update issues, for any phone that is. It's just even worse with the Infuse, because they don't care about it anymore since the GSII. They want us to get fed up and pay $500-$750 without an upgrade for a new phone that has the latest os.

[executivemike]

That makes alot of sense. why would the update be only working on phones that didn't get ota last fall. how many percent of infuse phone were actually available to kies the update with outdated firmware without GTG. i would love to get the skyrocket or note. when they almost free that is. Someday soon the skyrocket will be. These 2 companys the way they do business is like the movie with kurt russell called "Used Cars" I worked for a Toyota dealer for 8 years in sales. Our existance was based on out with the old. In with the new. We had meeting on how to make customers trade in their cars. Anyway possible including making it difficult If i ever did business other than sell new cars . Not have customers fix their old cars & trade them in for new ones. I would get fired. I suppose samsing does business like a car dealer.

[Coogie]

For those on twitter, I recommend using that to get more attention to the subject.  Just do a search for Infuse, Gingerbread, and the people in charge show up.  Also @Samsungsupport answer quetions (though they haven't answered this one) so if they get enough people, maybe they'll take a break from Galaxy highfiving and help. 

At the risk of getting deleted,  the whole experience has been very disappointing.  I really needed a phone this summer and passed on the Aria and paid extra to get the Infuse because of the nice screen and Samsung' s reputation.  Within the first 3 weeks, I had to change the phone and it's had the most bugs I've ever seen on any electronic product.  Bugs happen, but AT&T's reaction to the bugs of just denying they exist will cause me to reconsider my relationship with them and that goes back at least 12 years (Houston Cellular before they were bought out by Cingular). 

I don't understand why they don't make an annoucement like "Sorry to keep you waiting,  the issue is xxxxxx, it affects people with xxxx phones, but here is when it will be fixed for sure.  Also, here is a month of free service for keeping you waiting for 6 months".    Wishful thinking.

[lee1001]

---

Coogie wrote:

For those on twitter, I recommend using that to get more attention to the subject.  Just do a search for Infuse, Gingerbread, and the people in charge show up.  Also @Samsungsupport answer quetions (though they haven't answered this one) so if they get enough people, maybe they'll take a break from Galaxy highfiving and help. 

At the risk of getting deleted,  the whole experience has been very disappointing.  I really needed a phone this summer and passed on the Aria and paid extra to get the Infuse because of the nice screen and Samsung' s reputation.  Within the first 3 weeks, I had to change the phone and it's had the most bugs I've ever seen on any electronic product.  Bugs happen, but AT&T's reaction to the bugs of just denying they exist will cause me to reconsider my relationship with them and that goes back at least 12 years (Houston Cellular before they were bought out by Cingular). 

I don't understand why they don't make an annoucement like "Sorry to keep you waiting,  the issue is xxxxxx, it affects people with xxxx phones, but here is when it will be fixed for sure.  Also, here is a month of free service for keeping you waiting for 6 months".    Wishful thinking.

---

Wishful thinking but critical thinking as well. What you have said is exactly what should happen. Regarding AT&T deleting posts, it shows that they are at least reading them and at least being aware that there is a problem with the update. To us, they might seem clueless about the problem because they might not be allowed to tell us about their inner workings. I think that AT&T and Samsung are aware of the problem, because the fact that reverting to UCKD5 no longer causes an update to magically appear could be a clear sign that the problem is being fixed.

Another forum on another website said that the update was delayed in the first place due to server issues. It could be just that; they might not have fixed the servers completely and could be working on it.

Now I'm not saying that what I have said here is correct. But what I am saying is that the update should be released for those who have UCKH1. Clearly, we should not have to take any drastic action (including reverting to UCKD5) just to get a Gingerbread update. I am aware of the many benefits that the upgrade will bring; I too am highly looking forward to receiving it when the time comes.

[Evil_Homer]

Samsung posted on the facebook entry to call or chat with support... I did/am... they are telling me to register phone at samsung website... i don't believe it... it is sad that i have to fill out one of those registration forms to get an update...!

[Coogie]

The plot thickens. 

Samsung's facebook page says to call or live chat with Samsung tech support. 

Live chat says the problem is I need to register the product despite AT&T already having all my personal info.  I told him that others have tried that and it hasn't fixed it and I want to be sure it fixes it before going forward and giving out more personal info. 

Samsung Tech support phone says AT&T messed up and announced this to the whole country instead of regionally doing it and their servers are overloaded. 

AT@T's Tech support says It's all on Samsung. 

2nd Samsung Chat said Kies is only compatible with windows 32 bit.   That's just insulting.

People on here say nothing.   Is this any way to run a business? 

[Evil_Homer]

For your entertainment...

All Samsung Agents are currently assisting others. Thanks for your patience. A Samsung Agent will be with you shortly. (i got a BUNCH of these)

You are now chatting with 'Lisa'. There will be a brief survey at the end of our chat to share feedback on my performance today.

Your Issue ID for this chat is xxx...

Lisa: Hi, thank you for contacting Samsung Technical Support. How may I help you today?

Visitor: this is continuation of chat issue (removed) ... can you read that "unregistered device" issue? where is samsung registration website, and how soon after registration will i be able to update my infuse smartphone to gingerbread via kies mini?

Lisa: I understand that you are unable to update your Samsung Infuse mobile, am I correct?

Visitor: correct

Visitor: i have uckh1

Visitor: i should not have to register my info at a website to get a phone update

Lisa: Thank you for confirming.

Lisa: I am sorry to hear that.

Lisa: I would be glad to assist you in this regard.

Lisa: Just to confirm, have your registered your mobile on the Samsung Website?

Visitor: no i have not

Visitor: i have to that to get an update?!?!?!

Visitor: do that

Visitor: ppl on web are saying they did that and it doesn't work, btw

Lisa: Yes, you need to get the device registered to update the mobile using KIES Mini.

Visitor: oooook

Visitor: where is reg site?

Visitor: and how quick after reg can i get update

Lisa: http://www.samsung.com/us/support/account/regist

Visitor: how quick after reg can i get update

Lisa: Please refer to the above provided weblink to register the mobil.e

Lisa: *Mobile.

Visitor: how quick after reg can i get update

Lisa: You need to wait for 24 hours after registration to update.

Visitor: ok...

Visitor: thanks

Lisa: I am sorry; I couldn't help you fix the issue over the chat. However, is there anything else I might be able to assist you with?

Visitor: no...

Visitor: but

Visitor: if you can send something to anyone in power....

Visitor: i should not have to register my info at a website to get a phone update !!!!!!!!!!!!!!

Lisa: I am sorry, in order to access the features of Samsung, you need to register in our Samsung website.

Visitor: i'll remember that for my next smart phone purchase... from another company, perhaps

[Edited to comply with Guidelines]

[Evil_Homer]

And a little more...

Lisa: I'm sorry for the delay. I'll be right with you.

Lisa: I am sorry for the inconvenience caused to you.

Lisa: However, you need to get registered in order to use any features of Samsung.

Lisa: I am sorry; I couldn't help you fix the issue over the chat. However, is there anything else I might be able to assist you with?

Visitor: no

Lisa: It was a pleasure assisting you. Thank you for contacting Samsung Technical Support. If you have a minute, please click on the blue “X close” button to receive a transcript of your chat and fill out a brief survey to help us serve you better. Have a wonderful day!

Chat session has been terminated by the Samsung Agent.

[ShortFuse321]

I "chatted" with LISA earlier today as well.  My chat went the same way.  After asking me every question from the update instruction list she asked me what "bit" version of Windows I was using.

ME:  64

Lisa:  Kies may or may not work on 64 bit versions of Win.

That was all I could take.  She was nice and tried to be helpful but I think this whole issue has been handled really poorly.  I'm still not updated and at this point I don't care anymore.  Too much time wasted already and my phone works reasonably well now.

As a previoius boss used to say in tense situations, don't worry about it, "nobody died".  

[darshakk]

I believe, they stopped the upgrades at all. I downgraded my infuse to UCKD5 and tried to upgrade through kies mini and instead of unregistered device, it said the phone is up to date. And "upgrade phone" button is still grayed out 

This is total mess now...

[Coogie]

Sorry to hear that.   I was tempted to downgrade my phone too but I have too many apps that are set up for work (email, speciality stuff, etc.) and didn't want to do them again.   For me at least it's not a novelty to get gingerbread.  The phone has a lot of issues and it turns off by itself or freezes and I miss important calls and can't trust the alarm clock on it because in the middle of the night, the phone on the charger shuts down too, so I need to see whether gingerbread will fix this or will I be forced to shell out $500 for another phone until my contract runs out. 

[kwhit31]

I appreciate everyone that has posted about their experiences. I posted earlier that I did have the OTA update and was willing to flash my phone back to factory specs. In response to the last few posts, I would also add that I registered my phone when I bought it last year. I have a Samsung account, and I own appliances, televisions, and my phone. In my opinion, registration will not do anything to help the situation. I confirmed my phone still showed in my registered products yesterday. I don't mind having to reset to factory, or the delay. I'm more concerned that Samsung and AT&T do not underrstand what is happening and/or are telling people things that are not true.

[UConnHuskyTX]

Soooooo...now that I've downgraded my phone...reset it back to it's original state.  Kies Mini tells me my Firmware Version:  Latest Version.  And the Firmware Upgrade date is:  11/10/13.  (At least it isn't saying I'm unregistered.)

You don't thiink that myself and others who attempted this (and failed to get GB), will actually have any difficulty it/when Samsung finally does get their act together in the next few days/week? 

I will say one thing for the phone.  Since the phone is like brand new right now...albeit without any of the apps that I had put on it...the bad stuff isn't happening now either.  No freezes...no random reboots...None of the crap that has made me long for any new upgrade to the system, just hoping that it would make my phone better.

I do like the phone...alot.  And when I do get GB I plan on limiting some of the apps I re-install on it.  I'm sure...just like any computer you load up...it does slow it down, and cause it to have issues. 

We'll see.

[darshakk]

This is bad. I downgraded the phone and then tried to get OTA which was aired last Nov, but it says my OS is up-to-date and it seems like now I'm stuck with 2.2.1, with old market app.

So, no GB even if you downgrade and no more updates in FROYO too.

This is really a bizarre situation

[golfgreg74]

...and still, ATT Mods think it os OK to ignore the thread tjat THEY started.

This is truly a very sad state of affairs...at this point I think that ATT should offer ANY UNSATISFIED Infuse owner a new phone of THEIR CHOICE!

[golfgreg74]

I would also like to offer my ideas on customer service and training services to ATT (for a fee). The fact that posts from Facebook are removed, chat and phone reps are inept (I am not saying there are not nice), and we have been generally ignored speaks VOLUMES to me.

[kwhit31]

I was able to get my phone back to any state needed to get the GB update. I went back to OEM, then ran the OTA update again. When I run OTA, I can reconnect to Kies mini and get the unregistered device message. When I use Odin and gtg ultimate files I can get back to factory and get the current version message. If they will just let us get to the upgrade in either state you can get your phone to work. It's just crazy that neither version can upgrade now. I've tried a couple of hacks (kernal file and pit change), but still no luck. I guess the reason I went with Android is that you can always hack your way out of a problem, especially with gtg to save you if you brick it. I've spent waaay too much time on this the last 3 days. I may live with the OTA update for another few weeks until this mess settles down.