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

[GTJOE98]

Yup, same issue here. It was working fine...until the update. I did the the Samsung "Cares" text help with no result. I just set mine up after wall mounting my new 75" QN800C so it was only up and running for a bit over a month. They said to return it to the place in NJ for repair. I still had the original box/packaging so I carefully boxed it up....everything but the power cords and remotes as per the instructions from the Techeim outfit. They received it on March 14th. 

I received an update from them saying there's a scratch on the front of the unit....which there wasn't went I packed it up. I knew this was going to happen...send in my pretty much brand new unit for a repair needlessly caused by Samsung, and now I'll get it back damaged by them. So goes it for my new soundbar!! Great job Samsung!! I should have just kept my13 year old Panasonic Plasma TV and Yamaha Soundbar system. No problems with either over all the time I had them. At this point, I'll never recommend Samsung to anyone!

UPDATE March 17th. Just received a text stating that the soundbar has been repaired and is being shipped via UPS back to me. According to the repair statement...Techeim found "Stuck on "TV-eARC" mode" issue. Quality test passed after Defective part ( main-pcb) replacement." They also id a Firmware version check and performed a factory reset.   I'm hoping that somehow it's not damaged as described in the e-mail I received!! It should make it back to me by Wednesday since I'm in PA and the Techeim place is in NJ. This was done under the factory warranty with no cost....just the pain in the ____ to box it up and take it to be shipped.

[DanRoss]

I was going to ship mine back then they told me to hold off. Ugh sucks I could have had mine probably fixed by now. the return/ship link they sent me to fill out for repair didn’t even work/was a broken link. 

Might just file a chargeback as I bought this 4 weeks ago come on samsung 

[DARKDEALX-23]

@GTJOE98 , can you please update on the arrival of your repair and the damage control check. 

[papirtigris]

Same here in Hungary, it’s completely frozen, hard resets didn’t help.

edit: “it’s” is a q990d. Yeah, I’m pretty mad.

[pellro]

As instructed by Samsung last Friday, I took my 910D to an authorized service centre this morning. The mainboard will most likely have to be replaced. I tried updating with previous firmware version via usb but that didn't work. usb port seems dead. The good news is I should have it back by next week.

[Miguelgrone]

Hello, is there a way to downgrade firmware to the one posted by Samsung on website 1016? Also, any of you report issues with Alexa from previous 1017 firmware?

[MetroidTalon]

Just dropped mine off with UPS (unit only) after the people saying they need to replace the main PCB board. I took a video before and turning packing it with layer after layer of bubble wrap so they can't say there is a single dent or scratch on it. Attaching the video link to the case notes. If I get it back damaged, I will immediately open a case with Samsung and UPS for a new replacement.

[Rafaman]

Just talked to the Samsung contact center again, they still have no idea what's going on. No official comunication from Samsung, all they can do is direct you to a service center to take the units to.

[Andrew1969]

Completely unusable can’t do factory soft or hard reset. When and how will Samsung respond and repair my unit.

Many thanks

[JHB1970]

I have the HW-S60D, the baby of the range. It bricked after the dreaded update last week. Exactly the same symptoms as the Q990D. Power on, cyan light for a minute, then 1 single white light to say it's input is set to eARC then unresponsive. The Smartthings app doesn't see it anymore. The TV sees it when connected by HDMI but no sound. +- button reset fails. Bricked.

Mine is under warranty so Samsung are sending a technician next Monday to look at it/take it away for repair.

Just checked the download page for the firmware and the latest version has been pulled and only version 1016 showing.