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Astronaut

Re: Family hub touchscreen unresponsive

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I am having the same problem. I awoke to find an update notification on my hub. The update screen is frozen and I cannot select any options on the screen. I have attempted to cycle the power with the red button and I have also tried unplugging the refrigerator. It seems the new update has caused this to happen to many units! My refrigerator is less than a year old! Ridiculous 

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Astronaut

Re: Family hub touchscreen unresponsive

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Has anyone obtained a reasonable response to this problem? 

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Astronaut

Re: Family hub touchscreen unresponsive

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Must say I am incredibly dissapointed with Samsungs lack of ownership and accountability on this issue - I have been trying to get this resolved for over a month - to no avail - the samsung authourized appliance repair guys understand pumps and compressors not touch screens and IP adresses. 

 

The issue is clearly product quality - spent over 2K for a fridge with a touchscreen that becomes passive after 12 months.. 

 

Samsung - what are you going to do about it???

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Samsung Moderator
Samsung Moderator

Re: Family hub touchscreen unresponsive

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Please send the model and serial number for the refrigerator to this PM Link, and we will look in to this.


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.





Please note, notification emails are a DO NOT REPLY address, you must log-in on the community page in order to respond.

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Constellation

Re: Family hub touchscreen unresponsive

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hi i am having same issue as decribed by others in this thread. its been going on for months now and i was hoping sofware update would fix it but the issue persists even after applying latest update a few days ago. My model is RF265BEAESR/AC

this is what i have tried:

- toggle the screen on/off using the red button on top of the display

- completely shut off the power to the fridge, wait 10 minutes and turn it back on

- performed a factory reset and wiped everything

 

the problem got worse gradually over time. in the beginning it was random freezes once in a while and it would start working by itself. after some time i noticed that i had to perform a power reset to get the screen to work. then i noticed that even turning power off/on would only work once in a while. right now screen just stays frozen for days/weeks and then all of a sudden it works for some time by itself. turning off/on power source or red button doesn't help at all.

i was able to apply the latest update few days ago as i noticed that screen was working again. however after less than an hour, it froze again.

 

its very annoying to not be able to use the functionality that i paid for. i might as well have gotten a standard fridge if i can't do anything with the screen. unfortunately my warranty has expired and hopefully dont have to pay to get the functionality working that should be working in the first place.  based on what i have experienced, it appears to be a software issue as the screen responds to touch when the screen in not frozen.

 

i tried calling for support in the past but best answer i got was to try to reset the fridge. what a waste of time.

 

hoping someone can look into this issue and fix it for everyone.

 

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Astronaut

Re: Family hub touchscreen unresponsive

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Ours stopped working the first day we got it. Today we reset it back to the manufacturers setting. When prompted, said NO to setting up anything (your Samsung account, Bixby, etc.). Then once it was loaded we set up the user accounts and anything else we wanted to use. So far it has fixed the problem with the freezing home screen.

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Constellation

Re: Family hub touchscreen unresponsive

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Hi, We are having the same problem on our 18 month old RF28N9780SR. The screen is frozen on the pictures page.  The picture continue to rotate but no buttons are available and you can not swipe in any direction.

 

Called Samsung tech support and we basically turned off the red switch for 3 minutes.  Did not work. Then we turned off the complete power for a minute at the breaker.  Nothing is working.

 

Samsung rep was not helpful and switched me to a department with over 90 minutes wait time.  

 

I believe Samsung failed to design this fridge with a hard factory reboot button that is not part of the display so when the display goes bad you are out of luck.

 

Going to have BestBuy geek squad over to look at it this week for at least 100 dollar charge.

 

Very disappointing and unless Samsung sets up and provides me with a solution, I will definitely replace my appliances in the future with anything besides Samsung.  

 

 

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Constellation

Re: Family hub touchscreen unresponsive

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How did you do a reset to manufacturers? I've attempted to use the red reset switch and unplugged it,  but still can't use the touch pad to get into setting 

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Constellation

Re: Family hub touchscreen unresponsive

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Plug a mouse into the USB on the inside of the door!!!

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Asteroid

Re: Family hub touchscreen unresponsive

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All,

yeatrday my kids put our fridge into factory reset mode and then I tried to cancel it by turning off device screen and after this screen js booting with Samsung logo but then turn black. I guess software needs to be reset again but how ? 

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