Samsung officially acknowledged that the latest software update (software) has led to the incident of some soundbars in 2024. The company's representative confirmed that the error of the software update is the reason for the mass failure of some new devices. This was reported by Gizmochina.
The problem affects the owner of the leading models of audio systems, such as HW-Q990D, HW-Q800D and HW-S801D. The user reports that after installing the cartilage update of the 1020 version, their Soundbars stopped working, hovering on Hello messages when turned on. The device has stopped responding to remote control, the control buttons on the shell and even disconnected from the power. Soundbars also lost contact with the TV, forcing users to rely on the TV speaker built. The efforts to reset the factory settings are also unsuccessful – the devices have actually turned into bricks.
The cartilage update is released without a list of changes, causing confusion and stimulating users who do not know exactly what they set up. The dissatisfaction quickly spread on Samsung's official forums and platforms, such as Reddit, where the owner of the devices broken expressed indignation. According to them, Samsung support service has confirmed the existence of a problem, but at the initial stage, it only offers the escalation of complaints to the warranty department, without making a decision to operate.
Samsung admits that the problem cannot be solved with a simple software patch and requires physical repair of equipment. Jim Kikek, head of Samsung Electronics America, said the company will provide free repair for all injured sounds, regardless of their warranty.