Alright ill try that thanks, would you recommend a program to use to back up the data? I have no idea whats good to use and free etc.
Well, if she uses basic things like bank apps, credit card apps, it's probably easier to just reinstall those after the factory reset, and just backup her photos, music, and videos. You can do that by simply connecting her phone to the computer via the USB cable that came with the phone. However, you want to download and install the Samsung USB Drivers before connecting the phone to the computer. By connecting the phone to the computer before installing the drivers will cause SOME drivers to be installed, mostly generic, so by installing the Samsung USB Drivers first, it takes care of all that properly. Once you connect the phone via USB, it may still say it's installing drivers but now that is ok.
I went ahead and added the driver(s) to my Dropbox as I already had the .zip on my computer. Just make sure you extract first as always.
Samsung USB Driver
Once you download, and install that, connect the phone, make sure you're not on the lock screen, and go into My Computer , and you should see the phone listed. It may take a little bit since you're installing everything for the first time unless you already have all of that set up. Once you click into the phone, you'll see the internal storage, and SD card. The pictures can be found within DCIM, and Music and Videos you'll see in their own folders usually unless you have them pointed differently.
If you're on Metro, call them up, and add the Metro Backup to your plan. It's only $1 extra a month, and with this you can sync all of her contacts to their server, so after you factory reset, you can simply download the Metro Backup app, log in, and sync all the contacts back to the phone. No one wants to write down phone numbers, and manually enter them into the phone. I've had to do that one time, and that's why I got the added feature but back then there was no other contact backup services, so you can probably find others, but for only $1 a month more, it syncs every once in a while in case you've added new contacts.
Once you have everything you want backed up, you can go ahead and do the update and then factory reset. To check for the update, connect via WIFI as it will only update OTA via WIFI, and go settings/More>About device, and press on Software update, and following the prompts.
To do the factory reset, the easiest way is to go into Settings/Accounts> Backup and reset, and press Factory data reset. I'm not too familiar with the built in Backup feature so I can't really tell you do use it or not, but if she doesn't have a lot of apps, you can just reinstall those. All her purchased applications can be downloaded again for free via the Play Store. If she has any saved documents, or .pdf's or anything like that, you can pull those from the phone the same way as the photos, music, and videos by via USB and a computer.
I'll be checking back in case you need further assistance.
