I have the same issue as you. I have a Samsung HW-Q990D Soundbar. The soundbar will power on, stay stuck in TV-eARC. No sound, and slow to power off.
I noticed this problem last week, so I called Samsung technical support. I spent over an hour on the phone with the Samsung technician and he finally gave up. He gave me a ticket number with instructions to ship my soundbar to a Samsung repair center that is located in New Jersey. He said that Samsung would repair the soundbar and ship it back to me.
Here's the real interesting part. Once my soundbar arrived at the repair center I received a call from Samsung saying that they would not repair my soundbar since it was purchased from one of their authorized (Walmart) resellers. I've only had this soundbar for six months and it's still under the manufactures warranty. I think that this is completely unfair since Samsung created this problem in the first place with their most recent software update. It shouldn't matter where I purchased the soundbar. Samsung should just honor the warranty and fix the box...
As it stands, I'm now waiting for my soundbar to be returned from Samsung so that I can ship it to Walmart's Allstate warranty center. I responded to your message today so that others with the same problem can avoid delays on getting their soundbar fixed. Just remember, if you didn't purchase your soundbar directly from Samsung they won't fix it. You will need to contact the store that you purchased it from.
I hope everyone that is affected by this catastrophe can get their soundbars fixed in a timely manner. Word of advice. Turn off automatic updates so that you can avoid a problem like this in the future. Take care. Brian
This is chaos. There does not appear to be a company policy with regards how to treat warranty claims, it is different in various US states and other countries around the world. This is going to do considerable harm to Samsung and their prospective customers.
They are not honoring warranty on Argentina, my bar was properly ok up until March 14 when they updated the firmware. Why sell products in Argentina if you are not going to honor warranty and also hire bad technician so you can't explain the problem. the Argentina repair shop didn't want to check this forum nor they understood what a firmware update is, I can't believe Samsung. I'm never buying a Samsung product again, this is beyond anything I have ever seen from a company.
Hi everyone! I can certainly understand how frustrating this is and am happy to assist you! I recommend resetting your soundbars and seeing if that corrects the issue. You can reset them by doing the following:
1. With the Soundbar powered on
2. Press both the Volume+ and Volume- buttons at the same time
3. Release once the Soundbar display shows "INIT"
If this doesn't correct the issue, we have confirmed with product specialists that service would be required.
Samsung shut this forum down last week. I'm surprised it is back open.
Samsung has acknowledged the issue caused by the firmware update, and the only fix is to work with technical support to have your soundbar repaired. They need to replace the "mainboard." If you are in the USA, with your model number and serial number in hand, call support (1-800-726-7864) and tell them that you know that the soundbars are bricked from the firmware update and you've tried all you can with no success. They will send you a repair number and a UPS code for shipping. Ask that they also send you a QR code, which gives you the benefit of having the UPS store take care of packing it up before it is shipped. If you don't, you will be out of pocket for packing the soundbar. If they say they cannot send a QR code, contact tech support again through chat on the website. Give them your repair ticket number and request a QR code. They may ask you to try to reset it. Tell them that you've tried everything already when you spoke with tech support.
FYI, the link you posted takes you to a page that asks you to select the type of product that needs service. Of all the product types you can select, soundbars are not one of them.
