topic Re: TV not working after software update in TV

TV not working after software update

lukehurst1991 — Fri, 18 Aug 2017 17:53:55 GMT

My Samsung model UE50MU6100K won't turn on anymore after the software update that came yesterday.

I've spoken to the call centre and they said it's been escalated but I want to know what has actually happened? Can this even be fixed by another software update like I keep being told?

Re: TV not working after software update

Jpd1863 — Fri, 18 Aug 2017 19:13:06 GMT

I am having the same issue!

Re: TV not working after software update

MikeEvo — Sat, 19 Aug 2017 10:44:08 GMT

Have the same issue with my UE49MU7070, been told a future update will sort the problem, anyone experienced this ?

TV not working after software update

MikeEvo — Sat, 19 Aug 2017 10:54:47 GMT

My UE49MU7070TXXU updated to days ago and since then it is stuck on one tv channel and will not respond to remote controls ( I have 3 ) or Smartphone controls. Is this an issue with the update or something else ? and how long am I expected to wait ? Tempted to take the item back to the store if not resolved soon.

Can someone from Samsung please give information on the situation

Thanks

Re: TV not working after software update

lukehurst1991 — Sun, 20 Aug 2017 21:48:00 GMT

A guy in the warranty department I spoke to seems to think we will need an engineer to come round to upload the new software, seeing as though the TV won't turn on.

Would anyone from Samsung be able to give an update on this?

Re: TV not working after software update

BeccaS — Mon, 21 Aug 2017 11:25:49 GMT

Hey @lukehurst1991.

We'd recommend contacting the Audio-Visual Support Team on 0330 726 7864 to get an update on this.

Our friends in Support are available 09:00 - 18:00, Monday - Saturday. Hope this helps. :smileyhappy:

Re: TV not working after software update

Trevnal — Mon, 21 Aug 2017 12:02:38 GMT

I have been in contact with customer services since Thursday about this problem. All they can/ will tell me is they are aware of the problem from a update they pushed out, and the engineersare working on a fix. They have no idea when the fix will be done.
My TV is only two months old, and the last person i spoke too told me the retails have been informed of the problem, so iam guessing people can't just take their TV to the retailer.

Re: TV not working after software update

xxc — Mon, 21 Aug 2017 12:24:57 GMT

I've been having this issue sicne friday night and after calling again today they still say no fix is in place

The TV is 2 months old and the level of serivce recieved is disgusting

Re: TV not working after software update

xxc — Mon, 21 Aug 2017 12:25:51 GMT

No need to call as nothng the service desk can do. The level of service is disgusting

Why can't the update just be backed out and removed

Re: TV not working after software update

lukehurst1991 — Mon, 21 Aug 2017 21:03:03 GMT

Hey BeccaS,

They thanked me for my patience and told me they're still working on it?

Re: TV not working after software update

MikeEvo — Mon, 21 Aug 2017 12:40:13 GMT

If the TV is less than 28days old you could return it even though retailer may try and fob you off. If like me it's 2 months old your stuffed, lesson learnt, switch off auto updates on all internet attached items. And check for before allowing it.

Re: TV not working after software update

BeccaS — Mon, 21 Aug 2017 13:07:35 GMT

Your best bet is to keep in contact with the Support Team, but if anything comes up I'll post here! I'm switching over with the lovely @CarolinaW at 3pm, so she'll be able to come back to you, if we've any further updates.

Hang fire for now!

Re: TV not working after software update

xxc — Mon, 21 Aug 2017 15:46:24 GMT

Any updates on this? Its now over 90 hours since my TV stopped working and no updates at all.

Looking at the posts this has been going on for other longer than that so you can't tell me you dont have any updates!!!

Re: TV not working after software update

lukehurst1991 — Mon, 21 Aug 2017 16:57:40 GMT

My retailer has told me they wouldn't be able to refund the TV because it wasn't faulty when I bought it, please can we have an update?

Can a engineer not just come round with the old software on a usb stick or something?

If you could update as soon as possible.

Thank you.

Re: TV not working after software update

Luisom77 — Mon, 21 Aug 2017 19:29:31 GMT

How do I contact support from Germany? My MU6409 stopped working... only plays a channel and doesn't respond to the remote or anything at all. the whole OS glitched after the update.

Re: TV not working after software update

Luisom77 — Mon, 21 Aug 2017 19:30:57 GMT

Same Problem here with my MU6409, only splashscreen and then nothing works.

Re: TV not working after software update

MikeEvo — Mon, 21 Aug 2017 19:55:14 GMT

Not sure how to contact from Germany but you will just be told an update is coming, If I get any information on when and how it will be implimented I will post on this thread. You could try the live chat to speak direct with Samsung.

Hopefully we hear something soon, last spoke to Samsung today, no new info.

Re: TV not working after software update

Luisom77 — Mon, 21 Aug 2017 19:57:03 GMT

Thanks a lot for the info. I hope they can solve it. I just passed my return limit in Amazon so It's my only hope!

Re: TV not working after software update

Dennymc123 — Mon, 21 Aug 2017 20:09:32 GMT

I am also having the same problems, tv has only been used for a week after moving home, keep getting the same answer and am almost at the point where the retailer will no longer take the tv back.

There must be an answer by now or as said by others, roll back the update.

I am paying for a tv licence and virgin media that I can't use as my brand new samsing tv has been crippled by samsung, there must be more info than "it is being investigated"

Re: TV not working after software update

xxc — Tue, 22 Aug 2017 07:14:10 GMT

Can someone from Samsung provide an update please??

The level of customer service here is shocking with a number of customers asking for feedback but in no instance has anyone offered any support other then ask people to call in which is pointless

I hope you have this resolved soon as the claims from customer for services which we are all paying for is going up by the day as this is a fault caused by Samsung and NOTHING to do with any customer fault

I look forward to being ignored once again!!!