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

[MattyDaddy76]

Oh wow!!! Prob the number 1 selling soundbar system (I have a q990c) and now for THIS kind of major problem?!?! I’ve read about issues with Samsungs customer support lacking over the years but this might just do it in for them for A LOT of people!!! Especially with them not wanting to include Dolby atmos and use their new open source surround instead?! Ugh. Why Samsung?! This only compounds on the other recent debacles regarding your firmware updates!!! Not to mention the “nerfing” you do on the S90C/D!!  This is insane! 

[GabeK]

Same issue with my HW-QS730D soundbar. 

 

[mal2025]

Just logged a ticket, my soundbar is to be taken away for repair as the firmware update goosed the motherboard! 

[mal2025]

From the Samsung Expert:

Unfortunately, based on our findings, the problem has something to do with the motherboard already because of the prior update and sadly, we don't have any way of resolving this via another software update, that's why it would really need to be repaired in this case. I do apologise for this inconvenience

[Tjc2005]

Was this live chat?

[mal2025]

Yes, they are open 24/7

[Tjc2005]

Interesting. Thanks for the update, community member. Not Samsung unbelievable really that they couldn't just do exactly what you've done here.

[Adma]

Hello

Which update are you saying caused the problem with the motherboard if it was not 1020.7

Also if another update cannot solve the issue surely Samsung should put out a notification that any product displaying this problem needs to contact Samsung to book a repair since there will be no update to rectify it.

[RoshN]

I took it back and got a brand new one. Deleted the smart things app. This one is going to be off grid for the next 3 years. 

[SarangIkhar]

Samsung support checked my HW-Q990D and have ordered the main PCB to replace. Is there anyone on this forum to whom Samsung suggested changing the motherboard and it worked?