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

[userE1CId43zwR]

I'm having the same issue with my q990c. I called Samsung and they said they haven't had any other reports of this problem. It looks like he was wrong. Samsung did something that broke our sound bars. It can't be a coincidence that so many are having the same problem at the same time 

[userIGnei5PCYf]

Many people had multiple devices broken on the same day and reports have been from all over world... If I had my both 2024 devices broken, I'd guess most of the 2024 Samsung soundbars have been broken. From older gen devices there has been very many reports, but most of the internet is talking 2024 devices. So I can't really guess what percentage of older devices has been broken, but it could be tens of percentages.

[Adma]

I am not allowed to post a reply that tells the truth about how Samsung is operating in some countries.  Censorship

[DT2122]

A quick update, the service receipt from the NJ repair center states: 

“Repair Result: Techeim found Stuck on "TV-eARC" mode & a damaged top-cover. Quality test passed after Defective part(main-pcb, top-cover) replacement.”

I’m wondering if a portion of the soundbar was damaged in transit or if that piece had to be replaced? Either way, hoping it makes it back to me in one piece 

[Totte]

I have a q995d with the new firmware thats currently working. Anyone else in same seat? Should i keep it unplugged maybe? @Samsung 

[DJ801]

For anyone who has a bricked soundbar, I created a facebook group so that we can discuss on a non Samsung owned platform https://www.facebook.com/share/g/1C4NuLHSkL/?mibextid=wwXIfr

[Mazoor]

Stop spam thread with your group please.

[Brian_P]

Good morning, Jwrc.

I have the same issue as you. I have a Samsung HW-Q990D Soundbar. The soundbar will power on, stay stuck in TV-eARC. No sound, and slow to power off.

I noticed this problem last week, so I called Samsung technical support. I spent over an hour on the phone with the Samsung technician and he finally gave up. He gave me a ticket number with instructions to ship my soundbar to a Samsung repair center that is located in New Jersey. He said that Samsung would repair the soundbar and ship it back to me.

Here's the real interesting part. Once my soundbar arrived at the repair center I received a call from Samsung saying that they would not repair my soundbar since it was purchased from one of their authorized (Walmart) resellers. I've only had this soundbar for six months and it's still under the manufactures warranty. I think that this is completely unfair since Samsung created this problem in the first place with their most recent software update. It shouldn't matter where I purchased the soundbar. Samsung should just honor the warranty and fix the box... 

As it stands, I'm now waiting for my soundbar to be returned from Samsung so that I can ship it to Walmart's Allstate warranty center. I responded to your message today so that others with the same problem can avoid delays on getting their soundbar fixed. Just remember, if you didn't purchase your soundbar directly from Samsung they won't fix it. You will need to contact the store that you purchased it from. 

I hope everyone that is affected by this catastrophe can get their soundbars fixed in a timely manner. Word of advice. Turn off automatic updates so that you can avoid a problem like this in the future. Take care. Brian

[Adma]

This is chaos.  There does not appear to be a company policy with regards how to treat warranty claims, it is different in various US states and other countries around the world.  This is going to do considerable harm to Samsung and their prospective customers.

[Porongoso]

They are not honoring warranty on Argentina, my bar  was properly ok up until March 14 when they updated the firmware. Why sell products in Argentina if you are not going to honor warranty and also hire bad technician so you can't explain the problem. the Argentina repair shop didn't want to check this forum nor they understood what a firmware update is, I can't believe Samsung. I'm never buying a Samsung product again, this is beyond anything I have ever seen from a company.