Fridge stuck on software update and now is not working

[Sharki9]

 

Anyone else have problem with the latest software update on fridge family hub ? 

the fridge is stuck in the loop and after while it come up with error 41, tried to switching off the button on the door and from the power but it’s stuck in the update.

the light in the fridge is off and water pitcher is not filling up so it looks like the fridge is completely off, can’t understand how the software update can disable basic function of the fridge ? I get the other settings like pitcher etc but to stop the fridge freezer completely ? What a great idea 

called Samsung and was told to switching off for 3h …

I wonder if they have released some bogus software which broke my fridge? Anyone else have issues today ?

[Hudz]

It's that time now that we wait for the fridge to complete a software update. Give it another decade and we'll be waiting for diapers to complete software updates.

[rofattor]

nothing useful there ... I have spent hours on the phone with Samsung and they made me try different things but 6 hours after I started the upgrade I am still stuck there ... now I am following Sarkyi9 tip to unplug everything for 3 hours but I am not sure will solve the issue

[rofattor]

do you have more info about this procedure? I would like to try it 

[Sharki9]

"Factory reset your Family Hub: Navigate to Settings, select About Family Hub, select Factory data reset, and then select RESET. Select RESET again when prompted, and then select Delete all data. "

• you can't click anywhere as its not responsive, so no way to navigate to settings to press factory reset. 

  And I had it off for 3h already and switched with red button multiple times.  

[Sharki9]

it won't help, this was what I was told to do by helpdesk which I think they were hoping to have it fixed by then. nothing I tried worked so far. 

I had it escalated and transferred to more senior engineers and I'm expecting a call tomorrow.

I'm trying to have some compensation case as well for my wasted freezer food as by tomorrow I assume all will be defrosted .... 

would be great to see how many more people are affected, they mess it up ...

[Sharki9]

so I just had a call from samsung, to let me know that they will close the ticket as they can't fix it remotely, they will try to book appointment onsite and fix it under the warranty, I asked so when I can except someone? operator asked me what is my preferred time, I said tomorrow so the answer was is there any other day then tomorrow ? what a joke .... so we are going to be left without working freezer for god knows how long and all food will go to the bin ...

I wonder how this will work when my fridge will be outside of the warranty and will be broken by samsung software update.

[rofattor]

same thing here ... my fridge just went out of warranty 2 months ago, and Samsung originally redirected me to an external company, they sent a technician I had to pay $128.70 just for the visit and the guy left saying that he didn't know what to do and to call Samsung. So hours later and after many phone calls and a lot of frustration, I was able to talk to some manger and to get a curtesy repair from Samsung but .... in the next 5 days... 5 days without fridge or freezer ...

I also asked if it was possible to start an extended warranty just to prevent the same mess in case Samsung will screw another upgrade ... I have been told that there is no anyway to do it ...

so Sharki9 ... while you are still on warranty try to see if you can get it extended ... the company that are working externally for Samsung are crazy expensive 

[Sharki9]

wow this is a joke sending you to 3rd party company if they broke it with their software and there are multiple situation which shows its a Samsung fault...., 

I just had a link to the warranty repair for 3rd party company and first slot is 6th of February so all the food in freezer will definitely go to the bin now I wonder who will pay for this ... my fridge is our of 2y warranty in February 23rd next month 

we have registered when bought for extended 5y warranty so luckily it is still under warranty till 2027

so they can send update which bricks your fridge after your warranty expire and they could be ooo sorry your warranty is out you need to pay 

[Sharki9]

Try switching it off and turn it back on after while it came back up, it was in the loop but when restarted i kept pressing the I icon on our wall paper before the software pop up appeared and it came back up, I have lights in the fridge, not sure about other functionality and how stable it will be but at least it might be cooling the food 

will keep testing it tomorrow as I have enough for today 

 

[rofattor]

Hi … is your fridge still on ? 
I tried with your tip but I don’t have the icon I on my screen …there is a guy from the repair centre here but it doesn’t know what to do … and the fridge is still off 😕🫤