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Original topic:

J7 Prime not updating software

(Topic created on: 07-31-2021 01:19 PM)
vaMoyo
Beginner Level 2
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Galaxy J
Hello, I need help.
My J7 Prime won't update software. 
It says the phone was compromised and there was unauthorised software installed.
How do I undo this?
Thanks for your help
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3 Comments
Tsogo_sam05
Moderator
Moderator
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Galaxy J

Hi, vaMayo 

Kindly note that your device may need to booked in for a Software reload. It seems like the current software loaded on your device is malfunctioning. Please go to the below link to locate the closest Authorized Service Center to you.

https://www.samsung.com/za/support/service-centre/

You can also backup using Smart switch and then factory reset your device. Herewith Smart switch link:

https://www.samsung.com/za/support/smart-switch/

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vaMoyo
Beginner Level 2
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Galaxy J
Thank you. I have done many factory resets. What's needed perhaps is a software reload.
Can't it be done remotely?
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Tsogo_sam05
Moderator
Moderator
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Galaxy J

Hi VaMoyo

 

Hope this finds you well.

 

The software reload can only be done physically at a service centre.

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