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

[0x5CD59377]

I'm not surprised they haven't put out an official statement yet. I guess they're more interested in damage control than providing quality customer support to their customers. I spend over a grand on a sound system only for it to be bricked by shoddy quality assurance.

[Rbroom50]

I read there are thousands of Samsung HW-Q990 Sound Bar Customers who have purchased this expensive Samsung Flagship Soundbar and since the update of Samsung firmware, we all own an expensive 50-pound worthless paperweight.

Since this has occurred, Samsung has yet to make an announcement publicly regarding the problem, they do not have a solution, and their customer service department is worthless.

They try and act like they have no idea that a problem even exists as they keep trying to get me to unplug the system, unplug the HDMI cord, and try and reset to the factory setting. What the fk do these people not understand when I tell them, nothing works!

The soundbar has three messages On, HDMI-Earc, and Bye. 

I've been on the phone with their customer service team and all they've done is said," Let me open up a ticket." I've got a better idea for customer service....FIX this fker!

Hey Samsung Customer Service, fix this overpriced S H I T T Y piece of equipment.

As of right now, we're all being **bleep** by Samsung. How can we get this problem in front of a media giant and expose Samsung for this major FK up?

[0x5CD59377]

Honestly, if Samsung doesn't provide an adequate resolution soon, I'm going to start speaking to consumer rights and class action lawyers in my area.

[MeTTeO]

I have called a Samsung Technician that worked on my laundry machine a few months back (saved the number). At first he didn't know anything about the issue because it's not his area of expertise. But then he called me back after a while and told me the only way is to send the unit back for repairs. I will also contact another  Samsung repair shop to see if it's possible to take the unit by myself and have it repaired right there and then (so I can take it back, would save me the trouble of packing and waiting).

[Avas]

I just spoke with Samsung support again - they've said their "new process" is to take it to a service centre.

Looks like this can't be fixed any other way other than to replace the main pcb. **bleep**! 

[ysk]

I am an owner of Q990D.
To many riddles and contradictions, I am feeling reading "Inherit the Stars".

I guess Samsung would not provide the details of the root cause because even the firmware release note has never been published since the beginning.

To protect ourselves I would like to clarify the root cause by the fact and the assumptions from the users.
Does anyone can comment which the root cause is A) or B)?

A) A problem in OTA update process caused the issue. Like server no response or getting into sleep mode while downloading or applying.

B) The 1020.7 firmware itself had a problem.

If A) is true, it can explain why 100% USB and ?% OTA update had no problem, but it can not explain why the firmware on the official website has been replaced from 1020.7 to 1016 (including 1017).
If B) is true, it can not explain why USB update had no problem.

Some other questions:

• Both A) and B) is true?
• Only some lot numbers were affected?
• 1020.7 firmware was different between provided via OTA and published for USB?
• Previous OTA update might be light weight, so it had no issue?

[makakuh]

update it via usb 2 days ago, no problems

[useryCA5A0jZKp]

The issue is most likely caused by an incorrect update assignment, leading soundbars to download the wrong firmware file and become unresponsive, as noted in this resource. The update itself is error-free and installs correctly via USB. However, the only solutions are physical repair at a service center, manual OS flashing, or replacing the main board.

A similar issue occurred five years ago with Blu-ray players. At the time, Samsung stated that the problem was due to an incorrect configuration file being downloaded before the update, which also rendered the devices unusable.

[ysk]

Thank you for the resource and the information.

So, if anyone had success in updating via OTA, it means it depended on any condition of the server or the soundbar.

Here are still questions for me.

• Why the firmware on the official website has been replaced from 1020.7 to 1016 (including 1017)?
• Who updated to 1020.7 by USB should re-update to 1016(1017)?

In this situation, we have to assume that 1020.7 itself had other problems, so it would be better to wait for a while for USB update as well. The lack of release notes is very troubling.

[1358]

Can confirm that USB update also bricks the device.