Family Hub 9 broke View Inside - Camera’s not initializing

[cdawson2000]

Hello and happy new year!

Yesterday I upgraded the software on my Samsung Fridge (RF27T5501SR) to Family Hub 9 (Tizen 7.0) . I did this by doing a factory reset of the unit.

After the reset was complete I noticed that the View Inside app no longer worked. A default picture appeared and the error “Image recognition failure. Please try again in a moment” message appeared.

I am in IT so I immediately  began troubleshooting. I suspected that the upgrade broke something. Maybe a missing driver for the cameras or something since the View Inside app had been working flawlessly for the past 2 1/2 years. 

I found on YouTube how to enter into Engineer Mode and ran the Camera Test.

As suspected, the Cameras failed to Initialize. 

So here I am, unable to use one of the main reasons I purchased this product. Hopefully someone from Samsung can pass this upstream to the Software Engineering teams. I am sure I am not the only owner that has this issue given the amount of complaints I’m seeing about Family Hub 9.0.

I’m looking for a bug fix release to restore this functionality. Being in the business for a long as I have, I’m under no illusion that the fix will be out anytime soon but It would be nice to get it sometime in the next 6 months.

My family really enjoys this Fridge. I hate to lose  such an important feature. If anyone has any recommendations I’m all ears, Of course I’ve done all of the normal troubleshooting tactics, “red button” turn off, soft reset, factory reset, etc.

Best regards,

Chris

[Dan2023]

I'm at a loss. I got the recent update for my model and there was an issue with the cameras; however, a quick reset of the device via the red button fixed the issue.

Since you've already done a software (Family Hub 9.0) reset, as well as a factory reset, I'm not sure what to tell you.

My only thought is to ask you to pull out the fridge and unplug it from the wall for 5 minutes, then plug it back in.

Sorry, I can't think of anything more.

[cdawson2000]

Thanks for the suggestion Dan I will give that a try. May I ask what model do you have? I’m working with a RF27T5501SR manufactured January 2022. 

[Dan2023]

RF23M8570SR/AA

[cdawson2000]

Thanks Dan for sharing your model. I did unplugged the unit for 5 minutes and fired it back up as suggested. No joy.

[mase1981]

Same issue after latest firmware. Cameras broken same error msg. Tried factory reset, unplug, press red button. Nothing works 

[cdawson2000]

Hi, Thx for sharing. Which model do you have?

[usernLZtmtNOYF]

same issue here- really hope there is some fix or work around.. maybe a patch that can be done manually seems there is a USB port by the red power switch. 

I did get the camera to initialize a couple times and failed to initialize once.. and it captured the inside image- however going back out - same black screens for each camera. 

I also get the ERROR code 41 to call service center.

[tferg181]

Same issue really needs to be addressed it was a feature we all paid for and now are unable to use, some lawyer might even think class action lawsuit.

[Members_DIFsvcw]

I am on with Samsung repair now with this exact issue and the only thing they say is it is out of warranty.  The software update broke this 24 hours ago, but now it is on me to pay for a service call?   I have purchased thousands of dollars worth of Samsung electronics.  The company WILL lose me as a customer if they do not fix what they broke.