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

[Ant9050]

Good morning All Samsung Fans or not!

As with all issues with Samsung software updates, be it TV,s Sound Bars, and flagship phones, they very rarely admit that it is a Samsung fault, and take you through loops before they as if you want ot picked up for repair. 1 months later, you're item has not been returned and you are asked if you want to pay the repair charges before they fix it. 

Clearly they take your money. Send out corrupted software, damage your devices and then say, its not our fault, its yours.

I am ditching everything Samsung and replacing it with a better brand, with better, customer service and better after sales service. I can see, eventually a lot more people will do this, just because Samsung will not accept fault here.

[Phruff]

I find it amazing the number of “solutions” being offered. Some get a ticket and have to pay to ship, some get shipping covered, some are “nothing to see here, you must have done something wrong”, in warranty/ out of warranty seems to matter. All completely embarrassing for a corporation like Samsung. 

Any one call BBB yet or any other consumer protection action?

For those hoping for to repair without taking it in I wish you luck.  If they push an at home update be careful that you don’t get held accountable if that goes wrong or doesn’t work. 

[userIGnei5PCYf]

In this case SΛMSUNG as global company should make official statement. Now all smaller repair services (many of which are subcontractors) and customer support are working on their own judgement. Because those individuals are taking own responsibility, I understand that paying shipping and repairing devices that are out of warranty is something smaller repair firms don't really do. So technically until SΛMSUNG says: "Ok, we destroyed your devices and we'll pay whatever repairing and transporting costs.", the normal warranty practices are in effect.

[Diesel6847]

Here's what you do:

• Go to the support chat. Don't waste your time trying to call.

• Give the agent your model number and brief description of the issue.

• They will want to perform basic troubleshooting, but tell them that you've already tried and nothing works.

• Ask them to create a ticket so you can send the sound bar in for repair (I know I know, but it's the only option).

• They will ask for your full model number and serial number from the silver sticker on the back of the unit.

• Once they have your info, they will e-mail you a pre-paid UPS label as well as a QR code in separate e-mails. If they send the shipping label but not the QR code, insist to the support agent that you need a QR code for the UPS Store to scan. Even if it's after the fact and they say the shipping label has been sent, tell them that you still need the QR code. They will send you a new UPS shipping label and a QR code. This way, you do not have to pay for a box and packing materials.

• Take the main soundbar unit ONLY to a UPS Store. You DO NOT need the original box, speakers, subwoofer, cables, or remote. Have the UPS Store employee scan the QR code, and that will cover the cost of the box and packing materials. Again, the only item you need to drop off is the main soundbar unit, NOTHING ELSE.

[DJ801]

Thanks for that info, I have created a facebook group called “Samsung Soundbar Bricked” so that we can share and discuss our experiences and gather a mass of people affected by this together should we need to take additional action.

https://www.facebook.com/share/g/1A8XfttoZ9/?mibextid=wwXIfr

[Bman1096]

I just got done following the steps in the previous post and they are supposed to be emailing me the QR code under warranty to send it in

[hasn]

Same problem here 😤

[hengng2000]

Just a quick update on my case (in Malaysia).  I sent in my soundbar to my nearest Samsung SC last Saturday (15/03/2025). 

Today I got an update saying SC has ordered the necessary parts for my repair.  It looks like you can't downgrade to the lower version by yourself through service USB port,  instead you may have to send the soundbar back to samsung SC for hardware exchange/repair

[Seanlcq]

Bro, you direct purchased the soundbar from Samsung or from other retailer? Mine one go through Senheng but seems like more complicated process. 😑

[hengng2000]

I bought from Samsung retailer. 

No worry, Senheng is also one of Samsung retailer.  If your soundbar is still in warranty then just send to any samsung SC near you, should be ok.