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Apps storage space issue

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Helping Hand

TV: UE55 NU7500

I'm not sure whether this is a general Samsung issue or just to do with my TV, but the amount of space allocated to the Smart Hub apps seems to be seriously lacking.

 

As this is a new TV I thought I'd explore some of the available apps, but when I went into the Apps area I got a message saying that there was insufficient space to update apps. This was before I had downloaded anything, so it would purely apply to the pre-installed apps. 

 

I checked settings and the used space was 751MB with 64MB available, i.e. 7%. This seems absurd as these apps can't be deleted and are built into the system. The available space doesn't even allow them to be updated. I then tried resetting Smart Hub. This has helped to an extent as the available space is now 13%. However, it's still far too low and whenever I try and download a new app I get a warning about available space.

 

I can't believe that the pre-installed apps are taking around 700MB of space, and it seems crazy that Samsung would design the system this way. Presumably I will have to install an SD card to provide more space for the apps?

Any tips welcome as this is my first Samsung TV.

1,721 REPLIES 1,721
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@bramely Any chance you can post a copy of the response?  

 

Also, did you contact him directly on LinkedIn or was it via the 'Contact CEO' page on Samsungs Website. I'm curious as I want to follow the same path but also challenge him enough that he might provide some explaination as to why it's taking so long or indeed highlighting that other customers have had the same response from Samsung, as far back as a year ago and it's still not resolved.

 

I get the feeling this is a stock response because they don't know how to deal with it. My issue is I have two TV's with the problem, not just one!

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I sent this today:

 

[QUOTE]

" Dear Mr Chun,

 

In August 2018 I bought Samsung UE65NU7670 TV from Curry's/PC world, I am still paying for this TV through their native payment plan and Currys have directed me to Samsung to resolve a fault i currently have. I am a long time advocate of Samsung products and already own several electronics items from soundbar(s), tablet(s), phone(s), watches, TV's (3 in actual fact) and kitchen appliances, not to mention I'm sure many other products with Samsung components.

 

For the last 2-3 months, the above Television consistently shows notifications that the storage is full (see attached files). I've reset to the TV/Smart Hub to factory default and even with no installed apps, it still asks to delete applications to install the necessary update, but there is still insufficient space. Additionally any apps I do install cannot be installed to external USB storage.

 

I also own a 2018 UE55NU7400 purchased in January 2019, and although does not experience the specific update issue as yet as it was a more recent purchase, this also has limited space to install applications with less than 5% available with nothing installed.I am therefore concerned given the issue with the UE65NU7670 and that which is available on my more recent UE50RU7400 from 2019 as a comparison, which is in excess of 60% with the same applications installed, there is clearly the same issue across the two models.

 

Obviously this is a DESIGN ISSUE and the 2018 production of the 7 series of TV's are fundamentally flawed. I thought I might be able to search this issue in order that I may resolve myself, and/or find a solution, but with a single hit I came across several threads on Reddit, AV Forums and other technology forums highlighting this problem, but more specifically a very long thread of almost 90 pages on your community forum about the same issue dating back to 2018. None of those customers have received a satisfactory response from Samsung in resolving the issue, even those that have had engineers out to swap out the necessary components, so naturally this places the issue into the realms of a design fault.

 

The below is such a thread, and I would be grateful if you could actually take note of your customers concerns and respond accordingly and positively as well as address my own concerns and issues.

 

https://eu.community.samsung.com/t5/TV/Apps-storage-space-issue/td-p/808085/page/88

 

I believe Samsung has poorly designed this range of TV's in such a way that it does not allow customers to either;

 

1- Delete unwanted (forced) pre-installed apps, content and cached files from the eMMC/storage or
2- Move the applications (including pre-installed apps) to USB memory to free up space

 

What I do believe however is:

 

1.  Samsung have been promising a software fix for this issue in excess of 12 Months, yet have failed to provide anything substantive
2.  Fixes which involve the replacement of the affected component with the same affected component have failed and Samsung appear to still offer this knowing the fault is still present to placate the consumer
3.  A redesign of the necessary component which provides increased storage capacity needs to be performed for the 2018 range *****I SEE THIS AS THE ONLY FIX******* and
4.  Samsung Electronics UK simply do not wish to acknowledge a clear design fault openly.

 

I would like Samsung to address this issue immediately before the matter escalates any further, particularly if it is brought into governing consumer bodies, mainstream media or public eye, especially considering past history of Samsung with such items as the Note 9 I'm sure it's of no advantage for further scrutiny.

 

As you can imagine, I am extremely disappointed in this especially given the amount of money that I have spent in past years on Samsung products (in excess of 1000's of pounds)

I look forward to hearing from you personally rather than it being devolved to one of your team.

 

Kind regards"

 

[/END QUOTE]

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Hi

Sorry that I have not got back yet but I have been waiting for Sansung support 2 to get back to me which has not yet happened. It says that the drive is 4.08GB 0 space available.

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IMG20200129151958.jpg

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Have you done a full reset back to the factory default?

 

I would return it immediately and buy a different make

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Yes. I am waiting for Sumsang support to call me.

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Good luck with that!

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Hi Guys, I am on the same boat with this issue and have been battleling against Samsung since Oct 2019. As we all probably know this famous statement "they have raised this issue to their HQ for investigation but wont be able give us any time frame".

 

The main thing I was asking is for someone to visit and check my TV to confirm that is it faulty, in my opinion,  remote checks and taking snapshot is not a good way of test. I have used 3 avenues to get where I am now, 1st is with the customer support, waited weeks then I diverted to contacting the CEO via email where I was re assured that they will pass the issue to AV, again no timeframe given. After a month of no movement, I used Twitter (I created a acct just to twit them) then I got a respond saying that they can see my case, but they possibly organise a visit, hurrah that is the action I been waiting to hear!!! But I told the Samsung Twitter support that I dont want to comfused their support system as I am under the top level of support - the CEO. What I did was I send the screen shot of the twitter message that they may organise someone to visit to the CEO support. She then organised on the same day, instructed one of their affiliated repair centre to replace the motherboard. So on Monday,  10.2.2020, I will alll keep you up to date. But then again this case isn't closed yet as I am still waiting for the HQ's feedback and hope to hear a resolution -?product recall maybe? Changing motherboard is a temporary measure for now. Hope it works! 

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Well done on finally getting a response, however, fitting a new motherboard is Samsung's standard way to fob people off and it doesn't work. They fit the exact same motherboard to what's already there, so it will temporarily ease the problem as everything will be reset, but in a few weeks it will be exactly the same.

 

Under consumer law this can be classed as Samsung's 'right to repair' and they have the right to one repair. After the motherboard has been changed and not fixed the issue you can use this as leverage with your retailer to the next stage, which is refund or exchange for another model. That's how it's worked for everyone here that had the motherboard change.

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@mejologz wrote:

Hi Guys, I am on the same boat with this issue and have been battleling against Samsung since Oct 2019. As we all probably know this famous statement "they have raised this issue to their HQ for investigation but wont be able give us any time frame".

 

The main thing I was asking is for someone to visit and check my TV to confirm that is it faulty, in my opinion,  remote checks and taking snapshot is not a good way of test. I have used 3 avenues to get where I am now, 1st is with the customer support, waited weeks then I diverted to contacting the CEO via email where I was re assured that they will pass the issue to AV, again no timeframe given. After a month of no movement, I used Twitter (I created a acct just to twit them) then I got a respond saying that they can see my case, but they possibly organise a visit, hurrah that is the action I been waiting to hear!!! But I told the Samsung Twitter support that I dont want to comfused their support system as I am under the top level of support - the CEO. What I did was I send the screen shot of the twitter message that they may organise someone to visit to the CEO support. She then organised on the same day, instructed one of their affiliated repair centre to replace the motherboard. So on Monday,  10.2.2020, I will alll keep you up to date. But then again this case isn't closed yet as I am still waiting for the HQ's feedback and hope to hear a resolution -?product recall maybe? Changing motherboard is a temporary measure for now. Hope it works! 


Interestingly I'm now in contact with their executive office of the CEO, and astonishingly from my brief conversation, this doesn't appear to be high or even noted on the radar of their 'HQ' team; my initital discussion is that they've approached their AV team to find out what's going on. I would have at least expected an 'we are aware and have been approached by other customers', but rather the response I recieved was they they didn't really understand it as they where not technical trained and would look to find out further information about the issue.

 

A little bit bemused considering past responses and at least an acknowledgement of a problem, so would have expected this to be a priority area and communicated out widely.

 

What is worrying is the three month debate as it simply tells me they are either a) trying to put a lid on it and don't want it to propogate in the public domain or b) have absolutely no control over what to do or how to address.

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