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

[Cachimori]

Should I update to 1020 via USB? 

I turned off auto update and I´m still in 1016

[usera1VXosVnva]

Why risk it?

[Cachimori]

To avoid it autoupdate via WIFI

[djlechtronixxx]

I have q930d and brick as well 😡

[crankdoc]

Same here.

Germany, Q995D, bought in November ‘24

-ON -TVeARC -14 -BYE

Thats ist. Nothing else. Waiting on a call tomorrow for more information. Now that i see the scope of it all i am getting worries how they are going to handle this… And are they really capable?? Within an acceptable amount of time??? I doubt that to be honest.

What makes me a bit angry is there is nothing to hear from Samsung. At least to say sorry and they’re working (hard) on solutions!

[lord-kinbote]

Q990D
Anyone from the United States heard back from technical support? 

I had a ticket escalated this morning and I they indicated I would hear back in 24 hours.  However, on Reddit, I am hearing that EU customers are already received return labels and are sending in their units.

Support has been all over the place - first opened a case Friday morning and was told I would receive an email within 24 hours.  That never happened so I called back today and the agent send me a link to return the soundbar but the process did not work because the model/serial number did not match.  I called back and they told me that process was only for TVs and that each case currently is being handled per request and they are not having units sent back to them at this time.

I have two Q990C's and two Q990D's and luckily only one received the firmware update to 1020.7 - the others were in the process of downloading/applying and luckily I was able to disable in the smart things app before it got to the other three.

[MetroidTalon]

In the US my support live chat setup a repair, but that was before this thread existed so I don't think the scope was known. 

I'm still unsure if we will need to send it in and the boards are shot, or if they will be able to push an update. 

[DJaye]

i asked the samsung rep if i can send mine in for repairs and they told me:

I wish you didn’t have to go through that, not to worry, it has been forwarded to our appropriate team and the issue will be resolved in a couple of days

I said how will i be notified of a fix... they said...

There won't be update on this, as our appropriate team is working on it, once the issue is resolved the soundbar will work as usual.

i asked how will it just start working when it can't even connect to the internet anymore or smartthings app and the response was

Not to worry, as the issue has been forwarded to as our appropriate team, once the issue is resolved the soundbar will work as usual.

If you need any further help you can chat back with us, I will give you chat ID of our session: xxxxxxxxx

With this you can contact us anytime as per your convenience. We will pick up from where we left off.

Then they forcefully ended the chat. Like **bleep** is this support?

I chat with them again and the support rep just says. Rest assured. We will find a way to fix without sending in. So at this point i wait i guess. Back to tv speaker sound for me... smh

[Tjc2005]

So what do they even mean? Will you have to send it in for repair or not?

What a disaster!

[DJaye]

Chatted with another rep and they are going to let me send it in. I put up more of a fuss this time. Its under warranty. They should fix it under warranty