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2) Steps taken: Asked Cx if he had a stable network, enough battery, enough space and a Samsung account > Cx confirmed all requirements > Asked Cx to check android version by Applications->Settings->About device->Software info > Cx successfully check android version > Noticed phone needed an update >Asked Cx to download updates manually by Applications->Settings->About device->Download updates manually > Cx started software updates > Cx confirm updates have been downloaded > Told Cx to switch phone off and back on again > Cx confirm that installation has started > Cx says device turned off > Asked Cx to turn on device again > Device won't turn on > Told Cx to connect device to a charger > Cx confirm that there's no charge on the phone > Told Cx to open Samsung Kies on a nearby computer > Cx succesfully open Samsung Kies on Desktop > Told Cx to connect Phone to Desktop via USB cable > Cx successfully connected phone > Told Cx to click tools > Firmware Upgrade and Initialization > Told Cx to enter Model name then click ok > Cx succesfully entered model number > Told Cx to enter S/N number and click ok > Cx Succesfully enter S/N number > Cx succesfully entered S/N number > Cx says samsung kies app won't identify software update > Told Cx that device has to be set for a software > Cx agrees
3) Resources used
4) Additional comments/Requirements:
5) Outcome:
6) Language: (DR Only)
7) Symptom Description:
8) NCP Parts Needed:
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