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

[MeTTeO]

My sound bar is having exactly the same issue.

Connected to S95D

[Members_xi9IYlF]

You can't reset it. The system will not reinitialize. I spent several hours of my own time plus hours speaking to two tech support people including one of them who connected remotely to my TV so they could see the symptoms. Extensive troubleshooting has been carried out by myself and Samsung tech support. 

[Senoregg]

When can we expect an official response to this disaster ? 

[Senoregg]

When can we expect an official response to this unmitigated disaster?

[RougeRabbit]

I spoke with Samsung US support Friday evening 3/14/25 at around 4:30pm/5:00pm PST, and the lady I spoke with said this is a known issue that it would resolve itself within 48 hours. They didn’t now give any specifics of how that would occur. They just said it would resolve itself. She just said it slower and louder when I kept asking how and/or logical follow up questions. How will this magically happen if the soundbar can’t connect to anything? I also spoke with someone through their garbage SMS support system earlier in on the same day (always avoid this route), and they said they would escalate the issue. That someone would be reaching out to me within 48 hours. It’s Sunday 3/16, so hopefully, something type of magic happens. I’m not holding my breath. 

Does Samsung believe their customer base if fkn stupid? Probably the first and last purchase of any Samsung product. Look at all of these people affected, and no public acknowledgement from Samsung that they are even working on the problem. 

[rkang]

When will you guys post an actual update?  This is embarrassing and please communicate with your community better.

[NeverUtesUT20021]

I just spoke to Samsung technical/warranty support for the third time, and FINALLY, they said "their team" is working on a fix and will have it available within the next one or two days. I reviewed their limited warranty, and they protect themselves very well in the U.S. There are a lot of "at Samsung's discretion" garbage statements.

If anyone bought or had the soundbar delivered within the 14, immediately request a return and refund. After 14 days, those of us within the one-year limited warranty are stuck with working through the repair process if they are unable to send out a firmware fix.

They did tell me that if I want a full refund, I can express that to the repair company, and they could make that recommendation. But I doubt that would ever happen.

For me, I'm going to see what Samsung comes with before shipping the soundbar across the country to New Jersey.

[userlh1xWi8o8j]

Im from US and Im going to dispute it. 

[rkang]

Choosing not to respond to the community is terrible.  Shame on you for being so quiet.  

[Bontikker]

I have the exact same problem. Reset doesn't work, it isn't responding at all. I even tried to update the firmware by USB but it doesn't get executed. Mine is also 5 months old