topic Re: Re: Q990D bricked issue in Audio & Video

Q990D bricked issue

ApocalypseRogue7122 — Sun, 16 Mar 2025 12:04:13 GMT

Hey guys, I put out a tweet on X regarding this issue and tagged Samsung. They responded this morning, according to them they are not aware of any issues...see my response!

Just a suggestion, put it out on as many public forums as you can.

Re: Q990D bricked issue

AndrewL — Sun, 16 Mar 2025 12:53:26 GMT

@ApocalypseRogue7122: I'm very sorry to hear that you have experienced this issue with your Q990D soundbar, and for any confusion surrounding the available support for your query. We have received feedback from our AV Product Specialists, and they have confirmed that this issue is a result of an OTN (Over the Network) software update that has caused a small number of customers to report that their soundbar no longer responds to the Remote Control or local keys other than power on.

This OTN is now suspended, and customers that have updated via USB are not affected.

If your issue is the result of an OTN update, then it will be necessary to arrange an engineer's inspection and repair in order to get this resolved. If you are based in the UK then you can arrange the inspection yourself via the link below, or by reaching out to our Support Team via samsung.com > Scroll to the bottom of the page > Contact us.

https://www.samsung.com/uk/support/repair/

Please accept my apologies for any inconvenience this may cause you.

Re: Q990D bricked issue

keith30 — Sun, 16 Mar 2025 12:55:41 GMT

Actually they is a story about this issue on Sammobile.com site this morning claiming that the update bricked there soundbar. I laugh when they claim they not aware of the issue, typical joke by them I think.

Re: Re: Q990D bricked issue

ApocalypseRogue7122 — Sun, 16 Mar 2025 13:06:40 GMT

I'm so disappointed tbh, I am a big Samsung product lover, this leaves a bitter taste.....

Re: Re: Q990D bricked issue

ApocalypseRogue7122 — Sun, 16 Mar 2025 13:08:28 GMT

All good 🙄😂

Re: Q990D bricked issue

AndrewL — Sun, 16 Mar 2025 13:34:09 GMT

@ApocalypseRogue7122: If our online booking portal is currently down for maintenance, then please try again in 24 hours, or reach out to our Support Team via the link below, and an advisor will be able to assist you further.

https://www.samsung.com/uk/support/contact/

Re: Re: Q990D bricked issue

ApocalypseRogue7122 — Sun, 16 Mar 2025 20:16:40 GMT

Further to my post, Samsung UK replied to me via dm and have told me that as my Q990D is over 14 days old they will not accept any returns. This is concerning.....

Re: Q990D bricked issue

Sandey13 — Mon, 17 Mar 2025 03:43:32 GMT

🇧🇷 Sou do Brasil e comigo aconteceu a mesma coisa. Profundamente decepcionado, nunca vi uma soundbar travar. Acionei a assistência técnica e vou aguardar um retorno, lamentável o ocorrido.

Re: Re: Q990D bricked issue

ApocalypseRogue7122 — Mon, 17 Mar 2025 03:54:40 GMT

Obrigado pela sua resposta, sim, não é uma boa situação e é muito preocupante. Espero que com o início de uma nova semana haja algumas notícias.

Re: Q990D bricked issue

Muaddib_69 — Mon, 17 Mar 2025 07:48:09 GMT

Hello Andrew, the Q700D has issue also. Not bricked but hdmiARC is broken, wifi ok. Do you plan to at least bring the previous firmware back, it's an easy quick fix.

Re: Q990D bricked issue

artur230670 — Thu, 20 Mar 2025 16:30:17 GMT

This is a global problem

Re: Q990D bricked issue

artur230670 — Thu, 20 Mar 2025 16:31:45 GMT

There is a problem with a latest update uploaded automatically

Re: Q990D bricked issue

artur230670 — Thu, 20 Mar 2025 16:34:21 GMT

Samsung is apparently investigating a problem but it will take ages to resolve this issue 🙄

Re: Re: Q990D bricked issue

ApocalypseRogue7122 — Thu, 20 Mar 2025 20:54:15 GMT

Not necessarily, Samsung's UK authorised repair centre has been in contact with me and have ordered the replacement motherboard, they also advised me that should the part not arrive by Wednesday 25th March they will give me a refund or replacement unit.

Re: Re: Q990D bricked issue

ApocalypseRogue7122 — Thu, 20 Mar 2025 20:58:46 GMT

Hi, yes I'm aware of the issue. As I mentioned Samsung UK repair centre has ordered the new motherboard and should it not arrive by next Wednesday then I can get a refund or replacement unit.

Re: Re: Q990D bricked issue

Sandey13 — Fri, 21 Mar 2025 10:15:11 GMT

Que bom que você está tendo um encaminhamento. Estou aguardando o retorno da Samsung Brasil, pela jurisdição do Brasil eles tem 30 dias, caso contrário terão que substituir ou reembolsar. Meu prazo dentro da lei é até dia 12 de abril. Espero que a Samsung tenha uma conduta de respeito ao cliente e não me responda no arrepio da lei.

Translation: I'm glad you're getting a referral. I'm waiting for Samsung Brazil to get back to me. Under Brazilian jurisdiction, they have 30 days, otherwise they'll have to replace or refund. My deadline within the law is April 12th. I hope Samsung will behave in a way that respects the customer and won't respond to me in violation of the law.

Re: Re: Q990D bricked issue

ApocalypseRogue7122 — Mon, 24 Mar 2025 13:27:49 GMT

There is no easy fix for this issue as the soundbar needs a new motherboard. I would contact Samsung tech to get a ticket raised and an engineer appointment.

Re: Q990D bricked issue

Kryptick — Sat, 17 May 2025 18:48:44 GMT

It seems Samsung uk are the only ones that don’t know about the problem! But your screenshots combined with my email contradict them, they should of been aware after you or me reached out, I’ve already issued legal proceedings, I’ll let you know the outcome

Re: Re: Q990D bricked issue

ApocalypseRogue7122 — Sat, 17 May 2025 19:07:15 GMT

Good luck, hope you get a result. Samsung took mine away to be repaired and after 2 weeks they returned it, it's perfectly good now, I guess I was lucky.

Re: Q990D bricked issue

Sandey13 — Sat, 17 May 2025 20:42:03 GMT

Espero que consiga resolver, aqui no Brasil tive que acionar a justiça também. A Samsung não me atendeu dentro do prazo legal da nossa jurisdição, além de ter um atendimento péssimo. Fiquei insatisfeito, agora estou aguardando a decisão do juiz.