From the Windows® desktop, navigate Start > All Programs (Programs) > Verizon > Launch Utility Application (Samsung) then skip to step 5.
For PCs using Windows 8 or 10, skip this step and start with step 3.
For Mac®, click the Software Upgrade Assistant tray icon then skip to step 5.
From the Windows desktop, tap or click the Utility Launcher icon (located in the lower-right taskbar near the time display).
The Utility Launcher icon is located on the desktop, not the screen with tiles. If tiles are present, click on the Windows start button (located in the bottom-left) to show the Windows desktop.
Left-click the Software Upgrade Assistant launcher icon.
From the 'Software Repair' screen, tap or click Start Repair.
If the device's software is not current the user is prompted to update.
If presented with the message concerning data being erased, tap or click Continue, provided the data has been backed up. If it has not, tap or click Cancel, back up your data and start the repair again.
On the 'Allow access' screen, tap or click ALLOW.
The available info may vary.
If presented with the 'Google Account Info Needed' screen, tap or click I know my Google account info then tap or click NEXT to begin the Back up process.
If your Google info is unknown, click the 'Don't know your Google account info?' link and follow the instructions.
On the 'Now It's Your Turn' screen, unplug your device from the laptop/computer and follow the instructions on the screen.
After the phone has been set back up, re-connect it to the laptop/computer and tap or click NEXT.
Device restore may take 30 - 90 minutes.
Once the restore process completes, tap or click EXIT and unplug the device.