Thank you for being a valued part of the CNET community. As of December 1, 2020, the forums are in read-only format. In early 2021, CNET Forums will no longer be available. We are grateful for the participation and advice you have provided to one another over the years.

Thanks,

CNET Support

Question

How to understand which firmware do i need ? Samsung

May 11, 2017 5:16AM PDT

Discussion is locked

- Collapse -
Answer
Re: firmware
May 11, 2017 6:19AM PDT

Why do you need firmware? Didn't the phone come with it?

- Collapse -
Answer
Should be nothing to do here.
May 11, 2017 6:43AM PDT

Just use the current firmware in the phone.

Maybe there is something else going on here such as this is a lost/stolen phone and you didn't tell but I can't know what you don't tell.

- Collapse -
i have to format all the phone
May 11, 2017 7:11AM PDT

I work in service and that should be done.

Usually have no problems with these things but in this case i need help.

What the people are bringing that i service. I dont know the story of the device.

I have purchased service box for phones but it`s still moving to my country

- Collapse -
As you are in service.
May 11, 2017 7:18AM PDT

You know to call the maker when it's stuck like that. I do run into new shops that are just learning the ropes and it takes them a little longer to get on their feet.

In short, get your next tier support in place for when a model is broken.

Some of the new phones have theft protection so they will lock and you have to just tell the owner it's locked due to the owner reporting it lost. It's really helping in regards to phone theft and loss. Here's the Apple note about Lost Mode.
https://support.apple.com/kb/ph2700?locale=en_US

And there are similar on Android phones now.

So if this is locked then the owner knows how to unlock it. I'll give you the benefit of the doubt you know better than to try to help folk with lost or stolen phones. For example you could be charged with accessory to the theft and be arrested. Don't go there.

- Collapse -
About formatting phones.
May 11, 2017 7:19AM PDT

That is a non-issue. I have yet to find a smart phone that I can't format with a little research on google.