Marshmallow update not working

[AureusPhoenix]

Hi everyone,

I hope someone can help me. My father bought a Z3 compact with the information he would be able to update to Marshmallow. Unfortunately, it doesn't seem to work. We've entered the IMEI number on Sony's website, which states that it should be possible. However, neither the method via settings nor the companion application for Windows shows the option to update.

Anyone an idea why that is the case?

Thanks a lot in advance!

Cheers

[Uliwooly]

@AureusPhoenix

Did he bought the phone new or used? was it network branded/SIM locked?

[AureusPhoenix]

Hi.

the phone is new (from ebay, though), not SIM-locked or anything else. it even is even stated on the product page that it is possible to upgrade.