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

[bullus0]

Any update if they are working on a fix patch? Or that 10.000 or 50.000 or maybe all the soundbars need to be send back for repair? 

[SmileySince1993]

Hi Samsung Moderator, 

Please keep in mind that this is also an _Major_International_problem_
solely created by your own automatic firmware/software update.

From this thread alone you can see this.

I myself live in Norway in Europe, and has local model HW Q-995D, which is similar to model HW Q-990D.

My unit has worked flawlessly for about 7-8 months, but was updated through SmartThings-app on iPhone last week, into version SAT-MT8532D24WWC-1020.7 and now it behaves just like described by all others in this thread. 

Shockingly it is not even possible to factory reset the unit, and yes, I ve tried, for sure.
The unit is effectively bricked.
Only thing that may be possible it seems is if you can release a firmware patch that can be installed utilizing the usb-port underneath the soundbar.

I´m rather shocked of how bad your quality check seems to be before distributing and pushing and update like this world wide.......

Please escalate and report to the correct development-team for creation of an immediate correction patch.....
If you already know where I can find it, please, give a hint here. 😉

I will call your customer call center as soon as they open.......
 



 

[NeverUtesUT20021]

I called support before finding this post and they didn't mention that it is a known issue. 

[Stevefx57]

Well said exact same problem here.

[userBtj4IXMJ0q]

Why is the software which is bricking these soundbars still available for download?

[DARKDEALX-23]

Does any of your overloads, know exactly what is going on? There’s a pandemic on par to that of COVID. 

People whom have spend their hard-earned cash to buy your products. Only for your incompetent to not do any form of beta, alpha, final testing before releasing it to the masses of consumers who own your product. 

Please remember it is your obligation to take ownership of this issue and have an action plan that restores belief to its consumers. 

[Members_xi9IYlF]

Date Saturday morning March 15th. I was just chatting online to a Samsung tech person. I already had a ticket number from tech support. They said it had been escalated to another team and somebody would reach out to me. I asked them to confirm that it was a known issue and they said " I understand your concern as our team is working on it. Not to worry our team will reach out to you". Let's see if this happens...

[userlh1xWi8o8j]

Same, but it has been 4 days since i chatted with live agent support. They havent contacted me yet. 😒 terrible

[NeverUtesUT20021]

Yeah, no. Didn't fix anything. Nice try, though. 

[Members_xi9IYlF]

I developed this problem in the last 24 hours and spent several hours on the phone with two tech support people yesterday. They ran through a complete troubleshooting profile though I had already done this myself previously. They admitted there was a problem but now I'm trying to get them to do something about it and waiting for a Samsung response. My unit is only 6 months old. Obviously Samsung knows something about this but the techs did not say anything. None of the reset procedures worked at all. There's a long list of issues where there is no sound coming out of the soundbar and the subwoofer and rear speakers will not pair with the unit. As I say we did endless troubleshooting. One of the techs even connected remotely to my TV and unit so they could actually see on screen what was happening. I did not know an update was taking place since it was done automatically.  I have a 6 month old expensive brick now