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

[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.

[AAG2891]

Shame on Samsung I just bought soundbar for 1 week and I was excited after reading the review on how the soundbar is amazing, I was using for few days and then they rolled this update now its not responsive!!! My source is stuck on TV EARC and I cannot change! reset is not helping!

[NeverUtesUT20021]

I have the same issue on this model that I've had for three weeks. It is stuck on TV ARC. I have performed the factory reset with no success. I cannot change the input or Bluetooth. My Samsung SmartThings app shows the soundbar is offline and cannot connect to it for offline diagnostics. I spent 90 minutes on a chat last night trying everything to no avail.

I called Samsung support tonight, and they have set up a service ticket with service@techeim.com. I refuse to send it anywhere for repair now that I've found this forum.