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

[Adma]

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.

[Porongoso]

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. 

[Samsung_Moderator]

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, service would be the next option.

You have a couple of options based on your warranty. 

- If your unit was recently purchased, you can check with your retailer on their return/exchange processes.
- If you have an extended warranty you can reach out to them to have service set up. 
- If you're within the one-year warranty, you can Private message me or one of our moderators with your full model and serial number to have service setup
- If you're OUT of warranty, you can use this link below to find a service center in your area. 

https://www.samsung.com/us/support/service/locations/

[Members_xi9IYlF]

I messaged the moderator but never heard anything back.

[NeverUtesUT20021]

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.

[ImNotaRobot69]

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.

[Bman1096]

I just took mine to the UPS Store and will track it along the way and see what happens next.

[Seanlcq]

any update on this?

[TheSaturdayBoy]

Update UK

Soundbar was collected by authorised repairer last week. Track my repair function updated from “parts ordered” to “with technician for repair” but then I got an email from Samsung yesterday saying I had been passed to the alternative resolution team. Phoned the repairer and they confirmed they had not been able to order parts from Samsung (no idea why the online track my repair said otherwise). 

Anyhow, I have had to send in my receipt of purchase and the authorised repairers will deliver my broken Soundbar tomorrow as they assume Samsung will want it back. 

I have no idea whether they intend to replace or refund…

[hengng2000]

I am in your same shoe, but I am from Seremban, Malaysia.  I sent mine back to samsung sc on 19/03/2025,  and got an update reference number saying they had ordered the parts.   On 24/03/2025, got an update saying repair in progress. 

But all the sudden, I checked the update on 26/03/2025, repair was cancelled, then I called the SC, was told no parts available, and have no idea when will get parts from Samsung Malaysia. They Just keep asking me to wait patiently for the parts to arrive without giving me how long should I have to wait....