Friday 9th August 2025. All of the sudden, with no apparent reason, my so-far-perfectly-working Samsung soundbar HW-Q800D has disappeared from Smarthings. The WiFi and Bluetooth donยดt work anymore. The WiFi status remains disconnected full time. Also the bluetooth. The device is undetectable. The bluetooth pair remote button doesnยดt work either. Firmware update via USB hasnยดt worked. Factory reset neither. Unplug and re plug the main power neither.
I totally agree with you. Nowadays, companies are more concerned about stock market, numbers, etc. than the customer. Every single customer is the base of their so loved global numbers. Itยดs like they are terrified of acknowledging issues which I think is a terrible mistake. The clear communication with customers brings more benefits than cons. The majority of customers are willing to understand these mistakes can happen and as long as you keep us informed and try hard to solve them, youยดre gonna gain trust. But they chose the wrong path. The silence, the control damage experts advice, the lawyers recommendations. They donยดt know a thing.
This morning, out of the blue, the soundbar got fixed. I didnยดt do anything more than what I had already done. And as I said, nothing worked. Even last night I gave it another chance and the WF, the BT and the QS didnt work. But his morning, I turned on the TV and the first message to show up was the Q-Symphony automatic detection and configuration. I was like... Ok... Then I tried the Bluetooth remote control botton and also worked. Then I used Smarthings to turn on the WiFi connection and it worked too. I canยดt say more. What happenned during the night? No idea. So I didnt need to contact Samsung support.
Never ending story. Last Wednesday, again with no reason, the same issues came back. I have already contacted Samsung Support in Spain. Checked everything through videochat. Concluded I have to take the soundbar to repair center to reset it via hardware. The repair center had no idea about this firmware issue. Now waiting for their response.
Hi there, we appreciate you sharing the details of whatโs happening with your HW-Q800D soundbar. Since youโve already tried a factory reset, USB firmware update, and power cycling without success, weโll need to take a closer look at your unit. Please send us a private message with your full model code, serial number, and your best contact information so we can assist you further.
Happening with my Q800C as well. No WiFi, BT or Q-Symphony. SmartThings app will not detect it either. I've tried all the same as you with no luck. Very frustrating as it is less than 2 years old.
I took the soundbar to Samsungโs repair center. They told me that a small module (a small circuit board) responsible for Wi-Fi and Bluetooth was damaged. I explained to them about the firmware update. They informed me that my malfunction had nothing to do with the update, that it was an unfortunate hardware failure less than a year old, and that the firmware issue was just a coincidence. They replaced the module within 24 hours, and the problem was fixed. The truth is, I cannot disprove Samsung, but I also cannot confirm that they are 100% right. Can a firmware (software) error damage or disable a hardware module? And what if replacing the hardware solves the problem but doesnโt explain the underlying cause?
