Samsung Q990D unresponsive after 1020 firmware update

[Jwrc]

Since the update, the soundbar is unresponsive and can't be reset.

Seems like quite a few people with the issue

[PilarS]

Same issue. Spain.
I bought it on February 9th, and on March 13th, it crashed. The screen stays on TV eArc, it doesn't respond to the remote control, it can't be reset, and it takes a long time to turn off with the BYE message.
Fortunately, MediaMarkt offers me the option of a replacement.

[Gmbrthel]

Same problem here since the update

[Afrowoman]

Sae happened to me here in New Zealand. **bleep** never buying anything from Samsung again.

[userqPDs3JSA61]

My new Soundbar q990d arrived yesterday. One rear speaker will not connect. Flashing blue light. Soundbar is working though. Should I send it back?  typical!

[OldButSlow]

https://downloadcenter.samsung.com/content/UM/202403/20240307105459723/AH81-17412A-00_WUG_HW-Q990D_Z... 

Page 11

If it does not work you should contact Samsung support.

I believe your  issue is off topic in this thread, we are patiently waiting for an official statement/fix from Samsung.

Cheers

[Bman1096]

I got the QR Code this morning so sending it in Friday.  Will update as I know how it is going.

[OldButSlow]

If you dont mind can you share which country you live in and how you obtained the unit? I reside in Germany and have bought the unit directly from Samsung's online shop. Support told me 6 days ago that they will reach out to me once they figure out the solution. I have not received a ticket number, they only have my email on file. I am wondering if I should contact them again and ask to register a case number.

Thx

[EdB1]

I got a case number from samsung Germany. Waiting for a mail with instructions how to return. Use the Chat Option when you contact samsung 

[Bman1096]

I am in the US and bought from Bestbuy last May.  I called and explained the issue and they asked me to try resetting it which I told them no buttons respond so they had me send my receipt and then they issued a UPS label and QR Code to send it in under warranty.  Just tell them it doesn't respond at all to anything and they should issue a ticket.

[brazilianboy]

I’m from Brazil. I own an Q-930D also bricked. The costumer service here is terrible. At this point I guess Samsung will not give us any hint or excuses about what happened. It’s very sad and frustrating that a company like this treat us this way.