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HW Q990B speaker dropping connection

(Topic created: 11-06-2023 06:30 PM)
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ViperV
Astronaut
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Home Theater

I am experiencing difficulty with the rear left speaker dropping connection. It happened on occasion when I first purchased this soundbar along with my 800N QLED TV. It is happening constantly now, the left rear speaker dropping connection every few minutes with the slow blinking blue light. I have done hard resets, removing and adding back to smart things app, performing ID reset over and over. I haven't tried changing from wifi 5g to 2.4g, but that is not the simple process it should be which is surprising from Samsung. Are there any other suggestions of tips? There are no obstacles between any of the devices and nothing I can deem is causing any interference. Thanks for any information provided. 

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Samsung_Moderator
Community Manager
Community Manager
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Home Theater

Hello! Thank you for reaching out! I see how this can be frustrating with your speaker dropping connection. I would recommend switching to the 2.4GHz signal first just to make sure. After that you can try this information in the following link to help: https://www.samsung.com/us/support/troubleshooting/TSG01202075/

 

If this does not help I would recommend reaching out to our smart thing's community to get further support with this. You can get there by this link: https://community.smartthings.com

 

The last step would be service, you have a couple of options based on your warranty.

- If your device was recently purchased, you can check with your retailer on their return/exchange processes.
- If you have an extended warranty you can reach out to them to have service processed. 
- If you're within the one year warranty, you can Private message me or one of our moderators or you can call in directly at 1-800- 726-7864 with your full model and serial number to have service setup
- If you're OUT of warranty, for depot type products (Soundbars, Home Theater Systems, tablets, ect.) that require to be shipped we recommend you speak with our depot team for pricing and to have the service set up: 1-310-669-4334.
 

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1 Reply
Solution
Samsung_Moderator
Community Manager
Community Manager
Options
Home Theater

Hello! Thank you for reaching out! I see how this can be frustrating with your speaker dropping connection. I would recommend switching to the 2.4GHz signal first just to make sure. After that you can try this information in the following link to help: https://www.samsung.com/us/support/troubleshooting/TSG01202075/

 

If this does not help I would recommend reaching out to our smart thing's community to get further support with this. You can get there by this link: https://community.smartthings.com

 

The last step would be service, you have a couple of options based on your warranty.

- If your device was recently purchased, you can check with your retailer on their return/exchange processes.
- If you have an extended warranty you can reach out to them to have service processed. 
- If you're within the one year warranty, you can Private message me or one of our moderators or you can call in directly at 1-800- 726-7864 with your full model and serial number to have service setup
- If you're OUT of warranty, for depot type products (Soundbars, Home Theater Systems, tablets, ect.) that require to be shipped we recommend you speak with our depot team for pricing and to have the service set up: 1-310-669-4334.