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How to upgrade Android OS version on new tablet?

The customer just bought a new Samsung tablet at Office Depot that is running KitKat.  They have an app that needs a newer version of the OS.  They went to Settings > Software update and tried to get a newer version, but it said they had the latest.

In brief online queries, I am not finding an easy way to install a higher version for them, as though it's not allowed.  On a Windows 7 PC we can (obviously) upgrade to Windows 10 in most cases.  Likewise, can we upgrade a new Samsung tablet to Lollipop or Marshmallow or Nougat?  If so, exactly how would I do this for my customer?  TIA

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Brandon Lyon

8/22/2022 - Mon
Brandon Lyon

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