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.
Здравствуйте, пожалуйста, скажите мне, когда в Россию начнут поставляться запасные части для ремонта q990d, который перестал работать из-за обновления 1020.7?
Same here with our HW-S801D/XN. Software reset doesn't solve this issue.
Hopefully fix under warranty will be done. Received this soundbar as a bonus gift with the Frame TV. So we don't have a proof of purchase of the soundbar itself.
I’m sorry, I don’t see how this is an accepted solution. When your development team had caused this debacle from the outset and bricked devices and this accepted solution doesn’t remediate the issue.
This is NOT solved! These devices are bricked and you need to send them for repair. For me that did not even work. After 4 weeks they finally sent my unit back to me and IT IS STILL BRICKED! I get it back from 'repair' and it is still unusable! This is beyond incompetence.
I contacted Samsung support and they told me I'd have to package and ship the entire system from where I live in Los Angeles to New Jersey. Dismantling it from the mounts, going to purchase large boxes, packaging it up and dropping it to UPS is inconvenient enough.... but I also have it connected to a projector that doesn't have internal sound. Meaning, I'll essentially be without a TV or stereo for as long as it takes to ship across the country, get repaired, and get shipped back and then set up and mounted again.
The reasonable thing to do would be for Samsung to send a replacement before asking me to return the faulty unit. Especially for a $1,500 soundbar!
Your fix corrects the issue but within 2 to 3 days it disconnects again. I've been resetting the soundbar now 10 times!! Is there a NEW FIRMWARE that Samsung is coming to correct this issue?
