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

[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.

[DaveGee1]

I too have been affected with this firmware problem. I called Samsung Care & they tolded me that they have no idea of the problem & said I have to go to my nearest Samsung repairer to rectify it under warranty. I only had it for 5 months. 

[Metalheadgaz]

My 990D is unresponsive and only displays TV eARC since the auto-update to firmware 1020.7. I’ve tried all the reset methods in the instructions, but none of them worked. Holding off for a few days, to see if they are able fix by firmware update. Samsung to need to be more transparent, and officially address the issue!!

[JaroslavK]

I have the same problem

[JaroslavK]

None of this nonsense will help! You know it very well! Resolve the situation immediately! This soundbar is still 1000 euro

[WK2122]

An update on my experience:

• launched a ticket 3/14 for my in warranty HW-Q800D/ZA after seeing this thread
• Dropped the soundbar off at UPS, shipping and packaging paid for by Samsung
• Received noticed today that the soundbar arrived with note “scratch - front”. Which is total BS, as it was in perfect condition when dropping off at UPS
• Contacted Samsung support this morning, who had no idea scratch I was talking about. After sending the screenshot of the message they  recommend I contact the repair center directly? Apparently they have no idea internally about the validity of this message
• They now also need me to send in warranty information, even though this was never mentioned before. Oh and this was purchased directly from Samsung.

[MetroidTalon]

I took a video of all sides of my device before packing it up. They have zero grounds to claim it is scratched or dented. They also asking for my proof of purchase for warranty and told to add to the site, but whenver I try it produces an error message. I have zero confidence in Samsung right now.

[KantorJ]

I just talked to the Samsung support in Ro.

They sad that in this case i need to contact an authorized service team.

Went with the soundbar (just the main unit) to the service and they sad that they hope that they can resolve it with just rewriting the soundbar memory but if not the whole control unit PCB need to be replaced.....

Mine was under warranty so that is at least something that i don't need to pay for this......