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

[GabeK]

 

Soundbar is unresponsive after Samsung's automatic over the air update to version ending 1020.7 performed a few days ago. Just noticed today that the soundbar and sub are not functional. Basically, the TV can see the HDMI device is there, but does not seem to detect a signal beyond that. Buttons on soundbar so nothing, except the power button. Remote does not work either now. Others have said there is currently NO SOLUTION. Contacted tech support and they created tickets, but acted like they were unaware of the issue. I mentioned it will be a massive issue and to be ready for a busy week. 😌

[Robin621k]

Thousands of sound bars!

Good luck!

[Adam_H]

It looks like most of the Q-Series is affected by the 3/10/2025 firmware update. I am unable to use my system at all. 

The system is not visible in Smart Things, remote commands do not work. No response from bar while trying to apply factory reset. I called in and the support rep said they have no resolution for the issue for the 990D or the 910 at this time. Shortly after I received a text message saying the ticket was completed. I wrote in chat and they also have no clue what is going on and created a ticket and that is it. 

[WK2122]

Like many others here, my HW-Q800D is completely bricked after the most recent firmware update. Stuck in  e-arc mode, and the remote and physical buttons do nothing. Hoping to make another post so Samsung addresses this asap. It’s ridiculous to have a firmware update render a “top of the line” soundbar like this completely useless. Their suggestion is to send it in for repairs, luckily with no cost to me, but who knows how long they’ll keep it for and what the turn around time is like. 

[SgtChrischi]

Same here with same model. They also told me to send it in for repair, but I had to pay shipping cost myself.

[WK2122]

Is yours still within the warranty period? 

[SgtChrischi]

Yes, but I did not buy it directly from Samsung, so that's why I had to pay I guess. But it's easier for me to just ship the sound bar (without subwoofer) to Samsung than bringing the whole package back to the store I bought it from.

[WK2122]

Let me know how you turn out, I’ll do the same! 

[DARKDEALX-23]

I wish to make the following clear on our ‘Consumer Rights Act 2015’ 

When dealing with a faulty electrical item in the UK, your consumer rights, particularly when you prefer a replacement over a repair, are largely defined by the Consumer Rights Act 2015. Here's a breakdown:
Key Consumer Rights:
* Goods Must Be of Satisfactory Quality:
* This means the item should meet the standard that a reasonable person would consider satisfactory, taking into account the price, description, and any other relevant factors.
* Goods Must Be Fit for Purpose:
* The item should do what it's supposed to do.
* Goods Must Be as Described:
* The item must match any description given to you by the retailer.
Rights and Remedies:
* Short-Term Right to Reject (30 Days):
* If the electrical item is faulty within 30 days of purchase, you have the right to reject it and receive a full refund.
* Right to Repair or Replacement:
* After 30 days, you have the right to request a repair or replacement.
* The retailer gets to choose whether to repair or replace, but:
* You can state your preference.
* If one option is disproportionately expensive or impossible, the other option becomes the legal choice.
* It is important to note that you are able to request a replacement.
* Final Right to Reject:
* If a repair or replacement is unsuccessful, or if it's not provided within a reasonable time, you can claim a final right to reject the goods and receive a refund.
* A deduction may be made for usage.
Manufacturer's Fault:
* Even if the fault is due to a manufacturing defect, your contract is with the retailer. Therefore, your legal rights are primarily against the retailer.
* Manufacturer warranties are in addition to, and do not replace, your statutory rights.
Key Considerations:
* Evidence:
* Keep records of your purchase, any communication with the retailer, and any evidence of the fault.
* Retailer Responsibility:
* The retailer cannot simply refer you to the manufacturer. They are responsible for addressing your consumer rights.
In summary:
* While the retailer may offer a repair, you have the right to request a replacement.
* If the retailer is being difficult, remember to state that you are aware of your rights under the consumer rights act 2015.

[Adma]

An excellent clarification of our consumer rights in the UK.  Hopefully if consumers affected by this in the UK do not get repairs in good time or are being fobbed off, they can invoke the legislation, against the retailer.  It should also be noted that the Act covers products for up to six years, so people should not be overly concerned that they may be out of the one year manufacturers warranty, it is irrelevant to the Consumer Rights Act.