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Original topic:

HW-Q90R Disconnects!

(Topic created on: 10/06/19 09:07)
ShiroEd
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Took delivery of this brand new product on Saturday only to find I'm one of many reporting that it has a fundamental problem. 

 

It disconnects from the Sub and both Rear speakers when it's turned off. Power cycling the Sub and the Rears will reconnect them but this is unacceptable in a product costing £1500.

 

Samsung, please respond and let us know that you're aware of this (unbelievable if you're not) and what action is necessary to make this product function correctly. Either a firmware update or an acknowledgement that we might have a faulty batch and require replacements. 

 

See this link for how widespread this has already become: 

 

https://www.avforums.com/threads/samsung-hw-q90r-soundbar-review-comments.2231672/

 

Please  respond. 

 

 

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ShaneB
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Maybe this might help :smiling-face:

 

https://www.samsung.com/uk/support/tv-audio-video/how-to-update-the-software-of-your-q90r-soundbar/

 

Created last week so let me know if it's useful by 'liking' post :thinking-face:

 

Accept as solution if it helps @ShiroEd

 

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PauluzNL
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Same problem here! 

Dutch customer. Samsung please fix ASAP!

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brettautrey
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Thought I was losing my mind! Same problem!! Support tells me to take it all back to retailer (Best Buy) to exchange for a working unit. BS! Not an attempt to even diagnose the problem. One request from support to me: take it back. 

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Zazadj81
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I took the 950, I found a good offer here in Switzerland and I took advantage of it, paid only 1000 CHF, apart from the sub and some function does not change much between the two.

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MJ14
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Is there a fix from Samsung? I sent my unit back today .
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winebae
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There is 1008 in samsung.com/us/support.(Whilst the UK's is 1007.9)

When updated Q90R using it, the issue disapeared just after around 5 minutes update.

 

http://org.downloadcenter.samsung.com/downloadfile/ContentsFile.aspx?CDSite=US&CttFileID=7367913&CDC...

 

https://www.samsung.com/us/support/owners/product/2019-harmon-kardon-soundbar-w-dolby-atmos-hw-q90r

stivetei
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it worked!!!!

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UKOK
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Just purchased HW-Q90R based on reviews i did see these comments before purchase but hedged my bets these would be sorted, sadly after 2 days talking to Amsung UK support who can not make up thier mind if they admit its a known fault or not i am getting to feel this is going back for a refund. 

 

Same problems as most running the latest UK firmare 1007.9 on a 2019 Samsung TV with new HDMI cables, the rear speakers either do not connect, or connect with no sound or rear left is quiet also the sub will often not connect.  By a mothod that is still ironing out i can make all speakers work with a combination of removing power to sound bar and speakers and just pure frustrated trying everything.  as someone had previousy said you should not have to do this on a £1500 piece of sound hardware. 

 

Also i tried to go as high as i could within Samsung support and emailed a complaint leter but at the moment no solution is known....

 

any help  is grateful or maybe my experience will help others not  to purchase.

 

 

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gnomes
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UKOK - there is a fix to this an suggest you read this forum from page 9 onwards. I have managed to resolve the issues based on the people posting here.
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UKOK
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Thanks i will study the posts further 

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PauluzNL
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Installing the US firmware version 1008 manually fixed all issues regarding the connection loss.
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NatFlenders
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Have the HW-Q90R for more than a week now, though I have now connection problems with rears as well. But actually they just stay silent when connected to Xbox One X with Atmos output selected in options. When you change to Dolby Digital they work perfectly. I think they only work with real Atmos content then, but not with other 5.1 signals. Is this something Samsung or Microsoft has to fix? Or any possible solutions? Do you experience the same?

Zazadj81
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good morning I was ready to buy, but at this point I will wait for the problem to be solved. I hope it's a software problem and not a hardware one.

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koonalb
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Same issue here as well. I noticed that when you play Dolby's Atmos App on Xbox One, the rear speakers don't work until you power cycle the Soundbar. Super frustrating.
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Hebe
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same problem here.

 

reconnect issues every day. the solution works for a maximum of 12 to 24 hours. 

bought directly on samsung online store.

 

customer support is sooo bad. of course you can send it in to repair (as we know already, they can't fix it by now).

asked for a new soundbar. send one and take the first one directly with you. no way.

 

you have to send it back first and then (germany) 2-3 weeks later you'll get a new one. "give us your money and get

nothing". Reading the internet some guys already have item number 3 and still the problems. so an exchange wont

work.

 

i only can cancel everything. here is your soundbar, give me my money. Unfortunately bad for both sides. no money

for Samsung and a sad customer. but they are not interested in our mood. 

 

had serveral chats with the customer support, talked to the hotline, 2nd level support and even special customer support.

they sound bored and not willing to give you a solution or help.

 

premium product? who cares! Disappointed as much as possible. thought of buying a new QLED this year, but

will have a look for other brands as Samsung doesn't need my money. 

miguel_cabeca
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It keeps happening to me also. I just bought this unit and I was super excited to try it out with some movies, but every time I turn it on, it’s a lottery if the sub and rear speakers connect at all. My workaround is to remove the power from the left rear speaker and connect it again. But this is unacceptable from a flagship product. It should just work. Always. 

Samsung, please fix this and handle it with grace. At least acknowledge the problem and tell us you’re working on a fix, so we don’t feel we have made the wrong choice in buying this sound bar.

PauluzNL
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I just contacted Samsung Netherlands, they did not know about this issue. But they want to take a look at my setup. Made an appointment for remote managent tuesday. I will report back.

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ShiroEd
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NO WAY they don't know about this. No way! 

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PauluzNL
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Hi Ed, I think it's still too wide spread. I've send them the url of dit conversation so you know. Atleast they know now aswell! To be continued.

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ShiroEd
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Thanks mate. 

Also send them that link I posted in the first post of this thread. It's got a LOT more instances of it than here. 

 

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Break
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Hello,

 

Same issue here (France)

 

i will contact them and keep you in touch

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