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

[Diesel6847]

No acts, laws, warranties, etc required. See the official statement from Jim Kiczek, head of audio at Samsung Electronics America in this article from The Verge.

For those of you who can't be bothered to read a short article... "Samsung is offering free repairs for all affected units – regardless of warranty status.”

So as I posted earlier, here is what you do to get your soundbar repaired and not have to pay for shipping or packing materials:

*NOTE: These instructions are specifically for US customers. I do not know what the procedure is or if they will work for foreign customers.

• Take a pic of the silver sticker on the back of the soundbar that lists your model and serial number. You'll need this later!

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

• The agent will ask for your model number, serial number, brief description of the issue, etc. Basically, tell them your unit was affected by the faulty firmware update.

• 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. Send them the pic as well as type out the model and serial numbers.

• 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.

If you follow the above instructions, you shouldn't have any issues.

[Freelow69]

HEllo everyone,

I am French and the owner of a HW-Q990C soundbar.

I believe I am also affected by the firmware update on my soundbar.

It was working perfectly, and then all of a sudden... nothing works anymore.
It seems like it's even impossible to connect it to the power as it doesn't turn on.

1. Are other owners of this soundbar also affected?

2. Are any French users facing this issue?

3. Do we have a solution for French/European customers? Specifically, how about returning such a bulky soundbar?

It's quite unbelievable to pay 1000 euros for a soundbar that gets bricked by a firmware update.

Thanks for your help.

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Let me know if you'd like any adjustments!

[Samsung_Moderator]

Hello @Freelow69! It would be recommended to reach out to your support team here: Community. 

[elementyl]

Well well. I had contacted Samsung technical support recently, as our Q990C soundbar had suddenly stopped working. It powers up, indicates it is on HDMI 1, and does nothing else, other than say BYE when you power it off. It won't change inputs, doesn't respond to new inputs, nothing. Won't reset, nor read a USB firmware update drive (tried at the behest of Samsung support). They finally concluded I should sent it in (for a hefty fee of course). I just searched around and find there are plenty of people with issues with the Q990C of late, so it sounds like the same problem. The Soundbar and the Samsung TV it is connected to worked perfectly, and have not been disturbed at all, until this occurred.

So, should I keep contacting Samsung Support until someone will admit that they haven't heard of any issues with the Q990C, and it must be my fault? Naturally, the unit was just out of warranty when this occurred.

[userRb3d8gQRtU]

I can fix it.

Https://SubwooferSaviors.com

[pellro]

My Q910D is fixed. The mainboard had to be replaced. The whole process took about a week and a half. It was a 20 minute drive to the repair centre. I realized afterwards that my warranty included at home parts and service. Al in all I'm satisfied with the way Samsung and the Service centre handled my case. BTW I'm in South Shore Montreal.

[EI29]

Mainboard replaced due to this fw issue??? Wow, Samsung messed up more than i was thinking!

[EI29]

I disabled auto updates at the right moment.

Last week i contacted Samsung Portugal to know if there's already any news about when can we turn the auto updates on and they said that don't know yet when it will be possible.

Shi... happens but nevertheless, this situation is simply unbeliavable for a brand like Samsung (if the "situation" woth Android 15/OneUI 7 for Galaxy S23 and S24 wasn't enough already...)! 😠

They gave me a 15% discount code for any purchase (TV/Audio) on their website as an apologies for the situation. It could be good to buy a new tv for my home office but with the connections on the opposite side, no way. 😤

What would be really great, instead of the 15% discount code, would be if they offered to exchange the subwoofer from my HW-Q990D for the new one that is half the size. 😁

[Sarpe]

they gave me a new soundbar! the people at the store were kind and understood the situation (Altex Romania) the whole process took 15 calendar days! Now the new soundbar is asking me for a system update 😂 should I do it or not? 😂 currently the updates are stopped...

[xomaszi93]

After a week in the service center, they returned my device, informing me that a replacement part was unavailable, so they couldn't repair it. They also couldn't replace it because the soundbar comes from distribution. I contacted Samsung, and their response was that I could wait an unknown amount of time for the mainboard to become available. So, I wasted time driving to the service center, packing this brick, and spent 700 Euros on a soundbar that Samsung bricked with an update after just seven months of use. This is the last time I buy anything from them—so be careful! 🙂