No washer functions on Bespoke Combo washer dryer after software update

[Members_NZTtkRm]

First please don't tell me to do a power off reset, it does nothing.  Also, I develop for both Android and iOS and it is impossible for a corrupted update to happen. This was just a very poorly written update. After the recent update, the "more cycles" screen is completely blank. Thus I cannot actually wash clothes with my very expensive and brand new washer.  The app insists that remote control is not on even when the washer shows it to be on, so I can't send commands to it via the app.  And, the only way I got back some functionality was by switching the display theme to "digital dial". This thing needs its firmware flushed, does anyone have a copy of the complete Tizen code for this thing?  Is there something like SamMobile for  this washer?

[Ryan-Max · Accepted solution]

Yeah, this really sounds like a broken update—not something on your side.

Sadly, there’s no SamMobile-style option for washers. Samsung doesn’t release Tizen firmware publicly, so you can’t manually flash or roll it back.

A couple of quick things you can try:

• Remove and re-add the washer in SmartThings (can fix the remote control sync issue)
• Check if another small update is pending in the app
• Stick with the physical controls / digital dial for now since that’s at least working
  But honestly, this needs a fix from Samsung. Best move is to report it through SmartThings or Samsung Members.

[Members_NZTtkRm]

Thank you for the feedback.  Yep, I'll have to go the route of Samsung customer service or hope for another update that fixes the issue.  To top it off, my washer was delivered with a factory defect that made it unusable until a tech came out to tear it apart and fix the defect, so this really isn't Samsung's shining moment. 

[tufanuzun]

I too am a software engineer and are having the same exact issue. What a mistake that was. I will now be very careful when updating this in future. 

[DaveTapley]

Exact same on ours.

I did Android reboot via settings (still no cycles), self-test (said okay, no cycles), physical power cycle with a few minutes unplugged and cycles came back.

Not sure if proceeding actions explain why you power cycle didn't help.

Smart Module Version: 25032800

Firmware1 Version : 26011457

Firmware2 Version: 25021204 25021204

[Members_NZTtkRm]

I read similar things, online, for prior software updates.  There was apparently a bad one back in December that resulted in a lot of lost functionality.  Some of those people too were able to restore functionality with a physical power off reset.  Though, there were some where this did not resolve it.  I've tried all the reset methods short of a factory reset.  I'm loathe to go through the onboarding procedure again.

Actually, after a few days the factory reset option in the system settings was greyed out and inaccessible.  So no luck there.  I'll try Samsung customer service. 

Thanks for the feedback.

[SamsungAl]

Good afternoon everyone! I certainly understand the frustrations this has caused and would be happy to provide assistance 🙂 At this time, I recommend reaching out to our Smart Things department. They have access to support tools that would be beneficial for the issues you're experiencing. They can be reached either via phone number 866-813-2404 or by going to their community website: https://community.smartthings.com/