my device will not update

Hello, Janice.

Before updating your Samsung device, make sure that it has more that 50% battery life, have sufficient internal data storage space, and is connected to a data network. Then try installing the update again using these steps:

> Swipe up on an empty spot to open the Apps tray.
> head to Settings > Software update > Download updates manually.
> If prompted with the update, tap OK > Start.
> When the restart message pops out, tap OK.

If you are still unable to update your Samsung device using the OTA method, you can do it from a computer using Smart Switch.

> Download and install Samsung Smart Switch that is compatible with your computer from http://www.samsung.com/us/support/smart-switch-support/#!/.
> Connect the cable to a compatible USB port on your computer.
> Connect the other end of the cable to your mobile device.
> Allow your computer to install any required drivers for your device. This process may take a few minutes.
> Open Smart Switch on your computer, and allow it to make the connection.
If a software update is available for your device, Smart Switch will automatically prompt you to update. At any time, you can click Update.
> Click Update to begin downloading the necessary files.
> Click OK to proceed.
Your device may turn off and on a few times during the update process.
Once complete the device will return to the Home screen.

And if you think your phone is being hacked or controlled by someone else, you can restore the phone to factory default settings and then reinstall only those apps that you need. If not, you can change all your passwords including for your Samsung account.