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

[OldButSlow]

https://downloadcenter.samsung.com/content/UM/202403/20240307105459723/AH81-17412A-00_WUG_HW-Q990D_Z... 

Page 11

If it does not work you should contact Samsung support.

I believe your  issue is off topic in this thread, we are patiently waiting for an official statement/fix from Samsung.

Cheers

[Bman1096]

I got the QR Code this morning so sending it in Friday.  Will update as I know how it is going.

[OldButSlow]

If you dont mind can you share which country you live in and how you obtained the unit? I reside in Germany and have bought the unit directly from Samsung's online shop. Support told me 6 days ago that they will reach out to me once they figure out the solution. I have not received a ticket number, they only have my email on file. I am wondering if I should contact them again and ask to register a case number.

Thx

[EdB1]

I got a case number from samsung Germany. Waiting for a mail with instructions how to return. Use the Chat Option when you contact samsung 

[Bman1096]

I am in the US and bought from Bestbuy last May.  I called and explained the issue and they asked me to try resetting it which I told them no buttons respond so they had me send my receipt and then they issued a UPS label and QR Code to send it in under warranty.  Just tell them it doesn't respond at all to anything and they should issue a ticket.

[brazilianboy]

I’m from Brazil. I own an Q-930D also bricked. The costumer service here is terrible. At this point I guess Samsung will not give us any hint or excuses about what happened. It’s very sad and frustrating that a company like this treat us this way.