Re: Apps storage space issue - Page 17

Tony47 · ‎13-12-2018

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.

ArtofMotion · ‎14-03-2019

Thank you, it helps to know that I'm/we're not alone out here with this issue!

My retailer is AO - Appliance Online. I only found out this week regarding the storage issue, and to be honest, I have not stopped pestering. No joke. I didn't stop lol. I must have burnt the ears off (in a nice way), the reps at AO.

I didn't take no for an answer, and I was getting concerned that it wouldn't be fixed as after 6 months of ownership, (according to the Customer Rights Act 2013), it would be me that would have to prove that the issue exists, not Samsung. I'm two weeks away from this deadline, so I'm pushing like hell. I've been told by AO that I'm 'close to having this issue resolved', and that I need to just 'wait till tomorrow morning for the report to go to Samsung'.

AO will then call Samsung, get the report from them, and Samsung will provide an Access Code for the TV to be replaced and collected. I hope this helps outlining this for you. I wouldn't stop pestering JL at all. Be polite yet firm and you should be OK!

Tony47 · ‎14-03-2019

@ArtofMotion wrote:
Thank you, it helps to know that I'm/we're not alone out here with this issue!

My retailer is AO - Appliance Online. I only found out this week regarding the storage issue, and to be honest, I have not stopped pestering. No joke. I didn't stop lol. I must have burnt the ears off (in a nice way), the reps at AO.

I didn't take no for an answer, and I was getting concerned that it wouldn't be fixed as after 6 months of ownership, (according to the Customer Rights Act 2013), it would be me that would have to prove that the issue exists, not Samsung. I'm two weeks away from this deadline, so I'm pushing like hell. I've been told by AO that I'm 'close to having this issue resolved', and that I need to just 'wait till tomorrow morning for the report to go to Samsung'.

AO will then call Samsung, get the report from them, and Samsung will provide an Access Code for the TV to be replaced and collected. I hope this helps outlining this for you. I wouldn't stop pestering JL at all. Be polite yet firm and you should be OK!

Thanks for this, and I shall certainly be calling JL tomorrow. Was your technician appointed by AO or someone you called in independently?

ArtofMotion · ‎14-03-2019

No problem, glad I can help you.

To be honest it's been a mad process from start to finish, and it's only been 2 days!

I had AO tell me that I need to accept one repair if possible before a replacement. I then had the independent company appointed by Samsung to look at the TV say that it needs to be repaired at least 3 times before a replacement can be authorised.

So much conflicting advice!

Anyway, the service was requested by Samsung, not AO or myself. I just didn't stop pushing, but it's all very disappointing.

chrisnewton · ‎15-03-2019

Just a thought about this, i am really relucant to take my TV back as i love the picture, no light bleed etc and dont want to end up with something worse.

If i get the error in a few months saying there is not enough space to update...is it possible to turn off auto updates and just select the reinstall for each app i use ( you tube, bbc i player, itv hub, all4 and 5) this will then get me the latest updated version i assume

would this work?

Tony47 · ‎15-03-2019

@chrisnewton wrote:
Just a thought about this, i am really relucant to take my TV back as i love the picture, no light bleed etc and dont want to end up with something worse.

If i get the error in a few months saying there is not enough space to update...is it possible to turn off auto updates and just select the reinstall for each app i use ( you tube, bbc i player, itv hub, all4 and 5) this will then get me the latest updated version i assume

would this work?

Rather than reinstall apps individually, the best method if you're only using the built-in apps would be to keep auto-update on so that you know when updates are available, and if the storage issue occurs go to main settings and reset the smarthub (it's under 'support-self diagnosis'). That deletes all the apps and caches, and re-downloads and installs the latest versions of the built-in apps. If you're using any additional apps you would have to reinstall them individually.

This should keep your apps up to date, but it's still an annoyance that I wouldn't be prepared to put up with. You'll have to re-enter all your app login credentials. If you're not worried about it then that would be a good workaround.

chrisnewton · ‎15-03-2019

Thanks i appreciate the help and advice

ArtofMotion · ‎15-03-2019

Hi all!

Thought I'd update you all, as this seems to the only place we sorry owners of this TV are!

Samsung have denied me a replacement as the technician recommended me a new board.

I asked if the new board will have an upgraded storage and he said it will not. I then said how will this make a difference as all the apps are pre - installed, and cannot be removed, so it's a waste of time. He says that it'll hopefully fix memory issue and that it should update without taking up space.

Anyway, I'm being genuinely positive about this because it could mean a fix. I cannot believe that Samsung will release an entire brand of TV's, all with this issue, so here's hoping it is indeed a faulty board.

Apparently Samsung can attempt to fix it three times before a replacement is authorised, but if of course the technician's decide that the board is the only solution, then it will be a replacement.

Cheers all

StephenFair · ‎15-03-2019

So glad I found this forum, got my UE50NU7470 from Curry’s on 14/2 noticed the problem two days ago and after reading this forum decided to take it back... as it was under the 30 days (by one day) I was able to return it as faulty and upgraded to a UE49NU8070 the guy in curry’s was very helpful, in fact to have it written off he had to tell them he had seen the problem in a video I had shown him... (there was no video)

Tony47 · ‎15-03-2019

@StephenFair wrote:
So glad I found this forum, got my UE50NU7470 from Curry’s on 14/2 noticed the problem two days ago and after reading this forum decided to take it back... as it was under the 30 days (by one day) I was able to return it as faulty and upgraded to a UE49NU8070 the guy in curry’s was very helpful, in fact to have it written off he had to tell them he had seen the problem in a video I had shown him... (there was no video)

Well done, and glad we were of service!

It would be great if you could report back on how much free apps memory you have with the new TV, once you've finished setting it up.

Tony47 · ‎15-03-2019

@ArtofMotion wrote:
Hi all!

Thought I'd update you all, as this seems to the only place we sorry owners of this TV are!

Samsung have denied me a replacement as the technician recommended me a new board.

I asked if the new board will have an upgraded storage and he said it will not. I then said how will this make a difference as all the apps are pre - installed, and cannot be removed, so it's a waste of time. He says that it'll hopefully fix memory issue and that it should update without taking up space.

Anyway, I'm being genuinely positive about this because it could mean a fix. I cannot believe that Samsung will release an entire brand of TV's, all with this issue, so here's hoping it is indeed a faulty board.

Apparently Samsung can attempt to fix it three times before a replacement is authorised, but if of course the technician's decide that the board is the only solution, then it will be a replacement.

Cheers all

Thanks for the update!

I tend to think that it's a hardware fault affecting how the apps memory is being reported by the OS, rather than an actual design error where too little memory has been installed. The smart hub is the same across all the ranges, so the memory required for the apps would be a known quantity. Therefore a faulty board seems plausible as Samsung have not been able to rectify the issue with a firmware update.

Strange how many people have reported the issue though. I'm getting the impression that it's every TV in the 7000 range rather than a random batch, as nobody on here or other forums has reported the same fault with other Samsung ranges. If so, that points to shocking quality control.

If Samsung are taking action by authorising new boards, that is indeed a positive and an acknowledgment that the issue is real. If the new board doesn't work then they'd have no option but to replace the TV.

I wondered how big a job it was to replace the main board and found a video on YouTube showing how to do it for a modern Samsung 55". It's actually very simple. Once the back of the TV is removed the board is very accessible and there are around six connections and four securing screws to deal with, so it should be done well within half an hour.

ArtofMotion · ‎16-03-2019

No problem!

I agree with everything you said, and you're right about the replacement TV if the board doesn't work.

How are you getting on with regard to your TV situation?

Tony47 · ‎16-03-2019

@ArtofMotion wrote:
No problem!

I agree with everything you said, and you're right about the replacement TV if the board doesn't work.

How are you getting on with regard to your TV situation?

I haven't had a chance today to make any calls but rest assured I will update you when I do! I can't wait to find out whether your board replacement works.

ArtofMotion · ‎17-03-2019

Hi Tony47

Your above info on the board replacement makes sense, in that it's not responding to the OS correctly, regarding memory.

If the board replacement doesn't work, then surely it'll be a new TV authorisation right? I can't think of what else could fix it, and to be honest, I'm not having my TV being used as a test subject, just to keep adding replacements to see what could help. I'm positive about this one fix, as it could do the trick, but really I don't want people coming in and out to try and correct the issue.

It's also a huge TV, and weighs 16kg, so lifting it up and down off the stand will be a trial lol.

Anyway, I'll absolutely feed back to this thread when it's 'fixed', with hopefully positive news!

Patrick169 · ‎17-03-2019

Hi, In thinking about buying TV Samsung, but I noticed in ship there is only 250 MB free internal storage on new TV without any updates. If I update apps there is no free storage. Does it make any sense to by TV from Samsung without this big issue?

Tony47 · ‎17-03-2019

My advice is do not buy any TV in the NU7*** range. They all seem to have this issue and that's what this thread is all about. Samsung have now started to authorise the changing of the main boards on people's TVs to hopefully fix the issue. Whether that will actually work is unknown at the moment but there are two people on this thread who will be having it done soon, and I'll also be pushing Samsung to do the same with my TV.

However, it's totally ridiculous to buy a new TV and then have to have major surgery on it, and the only reason we're accepting it is that we have no choice. Apparently, even though the TV is faulty we have to accept up to three repairs before a replacement can be allowed. Please save yourself all this hassle and buy a TV from the NU8*** range if you still want a Samsung (no storage issues reported with this range), or wait until next month when the 2019 ranges come out. The new ranges will have 'RU' as the identifying letters for 2019.

Tony47 · ‎17-03-2019

@ArtofMotion wrote:
Hi Tony47

Your above info on the board replacement makes sense, in that it's not responding to the OS correctly, regarding memory.

If the board replacement doesn't work, then surely it'll be a new TV authorisation right? I can't think of what else could fix it, and to be honest, I'm not having my TV being used as a test subject, just to keep adding replacements to see what could help. I'm positive about this one fix, as it could do the trick, but really I don't want people coming in and out to try and correct the issue.

It's also a huge TV, and weighs 16kg, so lifting it up and down off the stand will be a trial lol.

Anyway, I'll absolutely feed back to this thread when it's 'fixed', with hopefully positive news!

Hi again

Yes, if the board replacement doesn't work then there's nothing else Samsung can do and they'll have to replace the TV. Even though they're supposedly 'allowed' two more repair attempts I wouldn't accept it as I feel the same as you. I'd then get my retailer John Lewis involved. They have a 5-year warranty as a selling point, and if they won't help it will show that this is nothing but empty sales talk.

However, I'm confident that swapping out the board will solve the problem so I'm remaining positive for the moment! I will be talking to Samsung Support today to get things moving.

ArtofMotion · ‎18-03-2019

Hi Tony

I've been thinking - I'm still a little confused as to why Samsung believe replacing the main board will fix it?

I understand and agree with your logic, but if this issue is affecting most/all NU*****, then why didn't the board that came with the TV, just work anyway? If it affected just one TV then OK, but a whole range? I'm not sure how replacing the board with the exact same one will work, but here's hoping!

Dal2 · ‎18-03-2019

Got exactly the same problem customer service awful told the girl I had done reboot etc then she takes over remotely and does the same thing which I had just said didn’t work

Tony47 · ‎18-03-2019

@Dal2 wrote:
Got exactly the same problem customer service awful told the girl I had done reboot etc then she takes over remotely and does the same thing which I had just said didn’t work

Sorry to hear that. Did they say they'd get back to you? They need to see this thread. Perhaps try the chat option rather than phone.

mdazza · ‎18-03-2019

Called RS and was transferred to Samsung support. The first person I spoke to said the NU7400 should have 4GB total storage and suggested I should simply use a USB drive.

Eventually I spoke to someone else who advised it's a known issue and there'll be a software update/fix in the next 5-7 working days. I'll be calling back next Wednesday, I'm sure.

Tony47 · ‎18-03-2019

@mdazza wrote:
Called RS and was transferred to Samsung support. The first person I spoke to said the NU7400 should have 4GB total storage and suggested I should simply use a USB drive.

Eventually I spoke to someone else who advised it's a known issue and there'll be a software update/fix in the next 5-7 working days. I'll be calling back next Wednesday, I'm sure.

Thanks for this, very interesting. I was also told last December to use a USB drive but it doesn't solve the issue. You can install additional apps on to USB once the internal memory is reported as full, but the built-in apps need internal storage to update.

Original topic:

Apps storage space issue