Samsung phone software update issue finally explained

Tech giant Samsung has finally provided an explanation for the bizarre update issue that left thousands of phones “wiped”.

Samsung has explained the baffling phone update problem that recently led to thousands of Aussies having their smartphones wiped.

The tech giant has been investigating theissue with its latest software update, rendering some of its phones useless.

Samsung Australia told news.com.au that a small number of phones were locked in “boot mode”.

“Samsung has identified a technical issue that affected a small number of customers based primarily in South Australia,” a company statement said.

“Following the release and installation of Android 13 update to Samsung devices that had been on Android 11, a small number of phones were locked in “boot mode”.

“A revised firmware update that will not experience this issue has been developed and will start being rolled out to customers over the coming weeks.”

The tech company encourages affected customers to contact a Samsung service centre.

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Samsung users have been warned against completing the latest software update. Picture: 7 News Adelaide

Earlier this month, thousands of Aussies had their smartphones wiped after a software update left with nothing but a blank screen.

Most people experiencing the glitch reported the phone being stuck with the Samsung logo on the screen.

Phone repair services warned customers on social media to avoid hitting go on the latest prompted Android software update.

“Tell your Samsung friends not to update their phones,” one store told its customers.

“The recommendation is don’t update your phone until the glitch is fixed,” a South Australian store also informed customers.

Concerned customers went to Samsung stores for a fix, only to learn they would likely need to perform a ‘factory reset’ on their devices – meaning anything not backed up would be lost.

One unfortunate customer told a 7 News Adelaide reporter outside a service centre that they had lost a year’s worth of memories.

“Not being super tech savvy, unfortunately – I haven’t backed anything up,” she said.

“So I’m losing all my 2022 photos because I take everything on my phone nowadays.”

“I’ll have to track down all my contacts again,” said another.

Fed-up customers went to Samsung stores for a fix, only to learn they would likely need to perform a ‘factory reset’ on their devices. Picture: 7 News Adelaide

Samsung Australia said anyone who paid to have their phones fixed at one of their service centres would be refunded. Picture: Idrees Abbas/SOPA Images/LightRocket via Getty Images

Last week, Samsung Australia told news.com.au that anyone who paid to have their phones fixed at one of their service centres would be refunded.

“Customers who take their device to a Samsung Authorised Service Centre and are confirmed to be affected by this issue will not be charged for any repairs relating to this issue, regardless of the Samsung Express warranty period,” they said.

“If they have been previously been charged by a Samsung Authorised Service Centre for repairs relating to this particular issue, they will be refunded for that work. Please contact the Samsung Authorised Service Centre you attended.”

News.com.au is aware of claims customers were charged up to $65. Others opted to buy new phones as service centres were closed over the Christmas break – when the update was rolling out.