@user7m6uNQvXFl wrote: Same problem with a pile of borrowed DVD's to watch!!! Help us!!!!! Call 1-800-Samsung, get past the automated attendant, get to a real person, explain your have a Blu Ray player stuck in a boot loop. They will ask you to perform a reset (turn on, press eject for 15 seconds). After that they'll get information from you, email you a UPS lable, you ship it back to them. No charge shipping, no charge repair.
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@userOFVaCfZ2Sf wrote: Hi Brad Thanks for reply 1-800 is that a US number is so I guess there is a UK equivilent . Have you got your label ? can I have the e mail address did they give you a timeline ? Go to the UK support page. https://eu.community.samsung.com/t5/Audio-Video/HT-J4500-home-cinema-cycling-on-and-off-repeatedly/td-p/1811217 There are instructions there for both UK and Ireland. Go to the solutions header. (which is what the US page should have done days ago)
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@userKrJ8ai7lee wrote: Not solved Call 1-800-Samsung, get past the automated attendant, get to a real person, explain your have a Blu Ray player stuck in a boot loop. They will ask you to perform a reset (turn on, press eject for 15 seconds). After that they'll get information from you, email you a UPS lable, you ship it back to them. No charge shipping, no charge repair.
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@Rawrigator wrote: Samsung, Any updates on a fix? Call 1-800-Samsung, get past the automated attendant, get to a real person, explain your have a Blu Ray player stuck in a boot loop. They will ask you to perform a reset (turn on, press eject for 15 seconds). After that they'll get information from you, email you a UPS lable, you ship it back to them. No charge shipping, no charge repair.
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@userHqWNet9sdV wrote: Yes! Couldn't agree more. I am a life-long member of Consumers Union and i too will be reporting this poor quality to them. My model is BD J5700/ZA. Problem started 2 weeks ago, none of the suggested fixes work. Call 1-800-Samsung, get past the automated attendant, get to a real person, explain your have a Blu Ray player stuck in a boot loop. They will ask you to perform a reset (turn on, press eject for 15 seconds). After that they'll get information from you, email you a UPS lable, you ship it back to them. No charge shipping, no charge repair.
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@userOFVaCfZ2Sf wrote: Hi I first joined this string a week ago and hae jumped to the end to see if we have got anywhere . It seems you have weel done . Can you tell me what number you rang , did you get a reference and a date for when it will be collected . I wish to do the same as the unit is useless as it is . Did you get a confirming e mail is so from who . Any info appreciated Thanks Call 1-800-Samsung, get past the automated attendant, get to a real person, explain your have a Blu Ray player stuck in a boot loop. They will ask you to perform a reset (turn on, press eject for 15 seconds). After that they'll get information from you, email you a UPS lable, you ship it back to them. No charge shipping, no charge repair.
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@userD5Z9EEylBS wrote: I've already smashed one of these things, have two more. Should I go ahead and smash them and use someone else, or are we going to get a solution. Be aware that Samsung is rapidly approaching the point of never again for any product for me. And yes I have already tried the power down, and no, there are no error codes. It just gives me the samsung splash, then goes to blank screen and sits there. The TV still knows that it is connected though. Call 1-800-Samsung, get past the automated attendant, get to a real person, explain your have a Blu Ray player stuck in a boot loop. They will ask you to perform a reset (turn on, press eject for 15 seconds). After that they'll get information from you, email you a UPS lable, you ship it back to them. No charge shipping, no charge repair. Or, you could just smash the other two and be done with it.
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@user0BdQCXl8Ec wrote: As of 06/28/2020 my blu-ray player is nothing but a brick. I would like you to come to my home and explain to a 2 year old why they can't watch there favoriate DVD. If you had to do this, the problem would get addressed faster. Call 1-800-Samsung, get past the automated attendant, get to a real person, explain your have a Blu Ray player stuck in a boot loop. They will ask you to perform a reset (turn on, press eject for 15 seconds). After that they'll get information from you, email you a UPS lable, you ship it back to them. No charge shipping, no charge repair.
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@usernE7Z1kiXF6 wrote: I am also waiting, or still waiting, for a solution. I don't have funds to waste on a new DVD player and we can no longer use the TV for Netflix after this error began. Would appreciate some real answers and more timely updates. Are you getting a no cost fix lined up? Are you sending out replacements? Are you letting previously loyal customers fend for themselves? What is the plan Samsung? all you have to do is call samsung at 1-800-samsung, get past the automated attendent, talk to a person and tell them that you have a bad blu ray player that is in a boot loop. They will take your name and number, email you a return lable and you send it to them. They will fix and return, no charge for shipping or repair. Mine is on it's way right now.
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@userZsDNrrc0gW wrote: I have the same problem with my home theater ht @The BOSS lady wrote: We are aware of customers who have reported an issue with boot loops on some Blu-Ray players and we are looking into this further. We will post an update here on this thread when we have more information. , with the start loop, we will continue waiting for the solution. if the problem generates an update received the provider is responsible for solving all you have to do is call samsung at 1-800-samsung, get past the automated attendent, talk to a person and tell them that you have a bad blu ray player that is in a boot loop. They will take your name and number, email you a return lable and you send it to them. They will fix and return, no charge for shipping or repair. Mine is on it's way right now.
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@user56NoIDByjD wrote: nothing has been resolved. what do we do? or what are they going to do? warranty? demand? Read some of the forum.... all you have to do is call samsung at 1-800-samsung, get past the automated attendent, talk to a person and tell them that you have a bad blu ray player that is in a boot loop. They will take your name and number, email you a return lable and you send it to them. They will fix and return, no charge for shipping or repair. Mine is on it's way right now.
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@Muckquomp wrote: https://www.samsung.com/us/support/contact/ Tell us, you (Samsung) are willing to replace players. I was given two tickets (work orders I guess) plus free UPS shipping labels. As far as I know, it's a repair, not a replace.
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@userUTmVM6h5oM wrote: Samsung Sabrina, how do i get the mailing label to send my player back for repair? @The BOSS lady wrote: We are aware of customers who have reported an issue with boot loops on some Blu-Ray players and we are looking into this further. We will post an update here on this thread when we have more information. Well, I ain't Sabrina, but call 1-800-Samsung, get past the automatic attendent telling them Blu Ray Player and then wait for a real person. Give them the information, answer a few questions and they will email you a shipping label. Mine is already on the way.
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@user3RyDyulPfw wrote: As of 4:50 pm PST Samsung service dept. is uncooperative, in my personal view. I am requesting to send my DVD player in and they can return it when it is fixed. They want me to hold on to it while they look for a fix. This has just become a "brick". Got passed on to a "manager" for further conversation. This is an "in progress' ordeal. wait times are over an hour long. Waiting to here back. supposedly to talk about trouble shooting. Strange. I had several problems getting past the automatic attendant and getting to a real person, but once I did I had no problem. He asked what it was doing, I told him rebooting all the time like everyone else. He asked me to try to reset, pushing and holding the effect button. Told him I've done that and that I was more than happy to do again. Didn't work and we went straight to gathering information for the return label and repair. Maybe 15 minutes total once I got through. Shipped off yesterday.
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@userkqMM7fTZvC wrote: Why/how is this problem solved if all it does is acknowledge that its happening...and apparently to everybody that is using any Samsung BlueRay DVD player? [mine included, started doing it the same day as everybody elses] confused... Call 1-800-samsung. Get past the automatic attendent. Wait on hold for a while. When you get a real person simply explain the problem. I assure you, they know what the bug is. I spent maybe 5 minutes on the phone yesterday. Got a return label for UPS. Boxed it up and it's on it's way to New Jersey. No charge for shipping, no charge for repair.
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@userDjPvWYvpmY wrote: Thanks for all the updates! Took long enough to find out any solution. But I think I'm probably outta luck. I bought mine on eBay and is a modified region one. I might be able to provide proof of purchase but concerned they will bust me for the modification... so sounds like it's not work the effort or risk. It was only a $99 player. I'll think about what I do going forward. Pretty lame of Samsung, but at least my 55 inch TV isn't shot. I will say I've given up on firmware upgrades as early on when I got my TV I did an upgrade and blew the motherboard(?). They came and fixed free of charge but I think twice now, though I understand this might not be a firmware issue. Still confused what the problem is. try is.. whats the worst they can do? I didn't have my reciept. Not from 4-5 years ago.
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@userPGioIGIeHz wrote: what is the update on this power cycling problem? i have 3 of these dvd players not working. thank you Call 1-800-samsung. Get past the automatic attendent. Wait on hold for a while. When you get a real person simply explain the problem. I assure you, they know what the bug is. I spent maybe 5 minutes on the phone yesterday. Got a return label for UPS. Boxed it up and it's on it's way to New Jersey. No charge for shipping, no charge for repair.
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@userc7VSomLcPT wrote: Sorry but it's taking too long to hear from you! Not even a progress update. We're all at home, isolated and our systems suddenly stop working. What is you progress to find a solution? What should we do meanwhile? How are you going to repair our impact? Call 1-800-samsung. Get past the automatic attendent. Wait on hold for a while. When you get a real person simply explain the problem. I assure you, they know what the bug is. I spent maybe 5 minutes on the phone yesterday. Got a return label for UPS. Boxed it up and it's on it's way to New Jersey. No charge for shipping, no charge for repair.
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@userVYCAwTVvyg wrote: My BD JM57 has started to cycle on and off. The only way to stop it is to unplug it. When I plug it back in it starts doing it again. They haven't posted it, but all you have to do is call samsung at 1-800-samsung, get past the automated attendent, talk to a person and tell them that you have a bad blu ray player that is in a boot loop. They will take your name and number, email you a return lable and you send it to them. They will fix and return, no charge for shipping or repair. Mine is on it's way right now.
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@userJ5LT48VbHp wrote: when do you think we will have a solution? My BD-JM57C appears to have this issue about 1 or 2 week ago... @The BOSS lady wrote: We are aware of customers who have reported an issue with boot loops on some Blu-Ray players and we are looking into this further. We will post an update here on this thread when we have more information. They haven't posted it, but all you have to do is call samsung at 1-800-samsung, get past the automated attendent, talk to a person and tell them that you have a bad blu ray player that is in a boot loop. They will take your name and number, email you a return lable and you send it to them. They will fix and return, no charge for shipping or repair. Mine is on it's way right now.
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@user55bqWY463t wrote: No word from Samsung? Are we supposed to junk this device and buy a Sony? Call 1-800-samsung. Get past the automatic attendent. Wait on hold for a while. When you get a real person simply explain the problem. I assure you, they know what the bug is. I spent maybe 5 minutes on the phone yesterday. Got a return label for UPS. Boxed it up and it's on it's way to New Jersey. No charge for shipping, no charge for repair.
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Call them. 1-800-Samsung. Once you get past that idiotic automated attendant and get to a real person tell them what you have, give them the serial number, confirm your address information and they'll Email you a prepaid ups mailing label. Box it up and take it to ups. Then wait. Mines already on it's way to them. Free shipping, free repair. Then know what happened is their fault..
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@usern9H1cdZQiC wrote: Likewise, I have an HT-J5500W and contacted Samsung via chat. They sent me an RMA and a shipping label (UPS ground from AZ to NJ), so it looks like I will be without the device for a while, but at least now I have a path to get the fix. I've seen some people say they got an email asking for a receipt, but all I had to provide was model and serial number, name and address, and place of purchase. They have said that they woud be releasing a fix online today, but I haven't seen it and it's probably bs because there's no way to tell if the device is connected to the inernet (especially if you've unplugged it as some of the samsung wizards suggested), and if the player won't load a disc or read a flash drive, it's unlikely you could flash an update via usb. Best bet seems to contact them viaOf course,as soon as I drop it off at UPS, they'll come out with that fix lol Mine left Via UPS about an hour ago.
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@userfcidujYoIl wrote: What number are you calling to get in touch with Samsung? Our BR player has been bricked in the boot loop since the 18th as well, and is how we stream our whole home system. Guess we might as well send it off, we can't do anything the way it is now anyway. Need a label, though, so how do we get in touch with them on the phone? 1-800-samsung.
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@user8pdg20HlVp wrote: OK. Each to his/her own. I have neither seen nor heard anything official from Samsung. The only thing I have seen is anecdotal. Any of which could be the way it will go. I am in no hurry to send my two units in to have them misplaced, or the repair process changed so that sending them to Samsung is no longer necessary. Personally, I am not willing to take that chance. I believe I can live without them for month or so. If there is no official word from Samsung by this time next week, I will call Samsung and add my name to the multitude of names clamoring for repair. The .ruf file is not likely bootable anyway. If the unit can be booted to either a disc or a USB device, it will be a happy day. I am doubtful though, but I would be thrilled if that is so. Take care. Ok.. I haven't heard anything "Official" either, but after reading a few posts here I bit the bullet and called them up. Almost 2 hours on the phone, hung up on by a computer 3 times, and more time on hold than I can imagine, I finally got hold of someone. He asked me what was the problem I had with my BluRay player and I told him that it was probably the same problem that everyone else was having. He kinda of muttered "Oh Yeah". He had me do a quick, standard test of turning it on and pressing the eject button for 10 seconds. After I told him that I'd already done that, he went straight to let me get you a pre paid shipping label to ship it to us where we will fix it Free of charge. Already boxed up, gone to UPS and dropped off. Estimated for a week in shipment, 5 days waiting on the bench and then back again. (Hopefully)
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@userBJZ6yOzqs9 wrote: @userIRGuV5nQxJ wrote: For those of you that got shipping label, did you also get a request that you upload a picture of your purchase receipt? Luckily I have my receipt. I got 2 shipping labels, one for each of my BD-JM57C's. Samsung did not ask for a copy of the purchase receipt. What is your location? I'm in NY, USA. There's a lot of conflicting stories of our chat/phone experiences with Samsung. Ship it back, don't ship it back. Needs to go to a repair center to be fixed, doesn't need to go in for repair a firmware fix will be coming soon. Whether or not the player needs to be shipped out for repair might depend on which model player and what country the player is located in. I called service. They said long wait times. Cool. I selected the option for them to call back when closer to the front of the line. 45 minutes projected. 35 minutes later they called back. Back in line at the front. 20 minutes of non stop please stay on the line, you are next in the list. Then suddenly, dead silence. For 20 minutes now, nothing. Sigh. I'll give them a try later. I understand being delayed when several hundred thousand upset customers are on the phone with you.
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@userIRGuV5nQxJ wrote: For those of you that got shipping label, did you also get a request that you upload a picture of your purchase receipt? Luckily I have my receipt. I may hold off sending my unit in for a few days to see if there is a fix posted. With my luck it would be posted by the time I get home after sending it off. Mine is 5 years old. I don't have a copy of my reciept. Yes, I expected mine to die sometime from a malfunction, but this isn't a malfunction. This is the result of something that the manufacturer did. Either a firmware update, or SSL, or whatever. For this many to crash all at the same time, this isn't a malfunction. To me, this is like they came into my house at night, killed my BR player and then said "Oh, no warranty. No reciept. No Fix. Yeah, I'm getting a bit irritated. The British Samsung page has a solution and links to the British and Irish pages to set up service. We got nothing yet. Sigh..
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@userHukXmWEvFM wrote: Thanks, I hadn't thought of that. I was so frustrated after chatting with them yesterday! They did offer to send me to a service rep but when I asked if it was going to cost me anything, they said because my unit was out of warranty that yes, I would have to pay for repairs. 😡 Does anyone else have the BD5700 / BD5700/za? I got 2 of them. Strange part is, one is working and the other not. the only thing that I can think of was that the working one was turned off for a week or so prior to the cluster. The dead one was on during that time. Thankfully, it seems that the update no longer is on the air. I booted the working one up 5-6 tmes with no problem.
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@The BOSS lady wrote: We are aware of customers who have reported an issue with boot loops on some Blu-Ray players and we are looking into this further. We will post an update here on this thread when we have more information. Question. I just went to the European Samsung page and found this from Wednesday. "Cheers guys! Update on this. Statement we've just received for UK & Ireland users is: "Samsung is aware of an issue affecting a small number of devices causing them to be continuously rebooting. If we recognise your model as one that is potentially affected then we are happy to offer a Free of Charge repair to rectify this issue only, once confirmed by our nominated Authorised Service Centre." In other words, it's best to get in touch with the Samsung Audio/Visual Support teams directly, and they will advise/assist you from there." So why are they getting information that we aren't? Their Site also included links to Service request for Europe and Ireland. Is someone planning on passing this information on to us with the applicable links?? EDIT: I like that comment, a "small Number"
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@DannyPoison wrote: I do not see a Solution posted. I was just checking on that also. I like the Solution that says nothing. Hello Samsung?? Any Word yet? Hello??? @The BOSS lady Ya'll figured something out yet?
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