[General Topics] avn128:
founn this information from ZTEUSA. I have note tried it and wont have time for serveral weeks to attempt it. Seems legit though as it requires calling ATT to push the updates to you.

EaglesKaRe USAPosts: 5 ✭✭✭✭

September 7, 2017 10:14PM

First, I must apologize for my comment about destroying my ZTE phone. I was extremely frustrated with not getting any update(s) since I purchased the phone. The real issue has been with AT&T in its entirety since not all agents were/are trained properly.

I did not read this post until after I resolved the issue with the software update push.

I want to explain what happened for other readers who might have similar issues. What you stated in the last post are correct! However, there is the best method to resolve the software update push. I am aware of the service life for most phones. However, when researching for the latest information on updates such as this Get Droid Tips*, that is when owners expect to receive the latest update(s) on their phone. Even if Android version 8 is out, we are aware that any latter version may not be available on such specific phone. For owners/readers, it is best to check their device information on the ZTE Support Webpage**.

I contacted ZTE with "Live Chat" and they confirmed what I knew all along. This phone was definitely four versions behind - as shown on the device support page. Only the phone carrier, AT&T for my service, can only push the software update. Finally, what made so much sense, even after what I read about the prerequisite to the software update, it was apparent that this phone missed the initial software update from build number Z958V1.0.0B18 to ...B19. Any subsequent request for the software update would result a popup message, "current software is up to date". Because the phone did not have the prerequisite build number installed, the phone remained unchanged. Armed with this information, I went to the AT&T stores.

I realized that the AT&T agents -- unsure of their titles given that they still represent AT&T -- were not helpful and/or knowledgeable on this particular phone. One store was only focused on sales and the other is an authorized AT&T store that does sales and technical support. Unfortunately, there were only two employees with the 20 minute wait time. I tried to explain about the research and method of getting the software update. The agent kept stating that "Software Update" function showed the phone has the latest update. There was nothing that they could do. Second, in order for the Software Update function to work correctly, the phone must be connected to the Wi-Fi service, which it was not on at the store. So I left feeling annoyed.

Yesterday, I contacted AT&T customer service representative, which elevated me to the technical support agent. This agent confirmed the required security protocols including a PIN number sent via text message before they could push the software update. With Wi-Fi enabled and the phone plugged in, the first update took about 25 minutes with Android version still at 5.1 and build number Z958V1.0.0B19. The software update push was supposed to continue in each successive version until the final update within a few hours. Today, there were no change. Contacted AT&T in the same process and they sent the software update push. It was immediate while I was on another phone. The software update took about 35 minutes with Android version at 6.0.1 and build number Z958V1.0.0B24. It has been a few hours now so I will have to contact AT&T technical support again. I suspect that after the update to build number Z958V1.0.0B25, it will automatically update to build number Z958V1.0.0B26, which is the latest update.

All in all, with the help from ZTE live chat and ZTE-USA discussion forum, for all the readers, it is best to check the data of the latest version for your phone before you contact the Technical support of your phone carrier provider to request a software update push -- be aware of what build number and current Android version is available for your phone.

Again, thank you all who provided some suggestions/inputs, which changed my attitude and outlook for future ZTE products. My suggestion is that ZTE Website continue to update information on all versions and state the correct method that consumers can avoid similar headaches/frustrations that I went through for over a year. ZTE should state that the function for all phones with "manual software update" from microSD card for specific phone carrier is not available and/or point to the location of the current software for the specified phones.

Have a pleasant day!!