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Can’t update Samsung Omnia 7 from Windows Phone 7390 to a later version

Article ID: 2547687 - View products that this article applies to.

Symptoms

A small number of customers with Samsung Omnia 7 phones who installed the 7390 (March 2011) update for Windows Phone 7 may have problems updating to a later version.

The problem starts at step 6 of the update process (restarting your phone), where the phone goes into a restart loop (in which the phone continuously restarts). The update process will appear stuck and won't complete.

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Things to Try

Note This solution requires a computer running Windows, and the Zune software. It will not work on a Mac.

If your Samsung Omnia 7 phone is stuck in a restart loop:

Turn off the phone by removing and then reinserting the battery.
From your computer, visit the Samsung Omnia 7 support page:

Samsung Omnia 7 (GT-I8700) support page (English only)

For all other languages:
1. Visit your country site,and then click your region/language.
2. Click Support, located in the upper-right corner of the page.
3. In the Search product support box, enter GT-18700 and then click See all results.
4. Find and then click your model number (GT-18700). You will arrive at a page that has a table such as this:
  
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Click Software, located in the Downloads tab.
To the far right of the table, in the File column, click the EXE icon
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to download the Omnia 7 Device Update Support Tool & USB driver package.
Click Run to start the installation process.

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Note The device update tool displays instructions in English only. Samsung provides additional help for non-English languages in the PDF file on the Omnia 7 GT-18700 support page.
While pressing the Camera
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button and Volume Up
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button (without letting go), connect the phone to your computer.
As soon as the phone displays the Download Mode, release the Camera
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button and Volume Up
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button.
In the Samsung support tool, click the Start button when the computer recognizes your phone. This can take a few minutes.

Important During this process, do not disconnect or turn off your phone.
As soon as the process is complete, disconnect the phone from your computer.
Restart the Zune software and reconnect the phone to your computer. You should get a prompt to update to a version later than 7390.
Follow the instructions and complete the software update process.

Note You can manually start the update process in the Zune software by clicking Settings, then Phone, and Update.

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More information

If you have problems using this tool, putting the phone into download mode, or if the tool does not resolve your issue, contact the Samsung Service Center directly from the following link:

http://www.samsung.com/info/contactus.html
Note After clicking the link, choose your country/region from the list, and then click Contact Us, located at the bottom of the page.

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