Samsung Q990D unresponsive after 1020 firmware update

[Jwrc]

Since the update, the soundbar is unresponsive and can't be reset.

Seems like quite a few people with the issue

[bsanchez504]

Same here! says TV Arc and then when u turn it off it says BYE for about a min! App says device is offline and won’t do anything.

Support?? a response and an admission of the problem is OVER DUE! 

[Bas47]

HW-Q995D owner, Denmark. 

Same issue as everyone else in this thread. Updated to the latest firmware, 1020.7 , which resulted in it bricking. 

Symptoms: stuck at last source used, eArc, with unchangeable volume controls. Unreachable by phone app or any other Bluetooth capable device. Takes roughly 30 seconds to shut off and when turned back on it’s stuck at same settings as before.

None of the factory reset methods work.

[MetroidTalon]

Me too. It auto updated and within 2 days it's a brick. Only scrolls TV eArc. Support was unhelpful and didn't want to accept the firmware had anything to do with it. They want me to ship it out but I have yet to find a box to fit it in.

[useraUJxu2e00F]

Same...sent a UPS label for me to return it for repair/replacement.

[NeverUtesUT20021]

I wouldn't send it yet. 

[WK2122]

Glad this is not just me. I have the HW-Q800D and am experiencing the same. Stuck in e-arc mode, buttons on the remote and soundbar do nothing. Gets stuck with “bye” on the screen, not connecting to wifi, can’t turn volume up or down. Ticket has been launched. What a disappointing for such an expensive device. 

[user04qcLy1Ca1]

Hey all. We've now reported on this situation and hope to hear back from Samsung soon. Sorry you're going through such a frustrating experience. I'll be keeping an eye on this thread.

Chris Welch
The Verge

[jrmmtl]

Thanks for this.

[WK2122]

Thanks, Chris! The more eyes on this the better 

[userkm9fyYWUCx]

Same issue here. US model. Talking to customer support now.