Part of the beauty of modern tech is that fixes, enhancements and improvements are just a firmware or software update away. But the flip side of this is that a flawed software update can introduce new problems and can even “brick” (or render inoperable) your fancy gear in the blink of an eye. The best (or worst) most recent example of software updates gone wild is the update that Sonos pushed out to its users last Spring which broke some very basic functionality.
Samsung Electronics appears to be having its “Sonos moment” after a recent firmware update has caused some of its best soundbars, including the 2024 flagship HW-Q990D, the HW-Q800D and the HW-S801D – to completely stop working. The culprit appears to be the version 1020.7 update, which first became available to Samsung soundbar owners earlier this month. Many owners who opted into installing the firmware update “OTN” (over the network) or who had set their soundbars to install updates automatically have reported that their soundbars froze on the eARC input and stopped being responsive to the remote or SmartThings app. The units also stopped outputting any sound. That’s kind of important for a soundbar.
Some owners who opted to install the update by downloading it to a USB drive and updating via USB have reportedly avoided the issue.
Samsung reps have since acknowledged the problem, and the news isn’t good. At this point, the company is not offering a user-applicable software fix neither over the network, nor via USB drive. The company recommends affected users to bring or ship their soundbar into Samsung or an authorized Samsung dealer in order to address the problem.
Samsung has confirmed to The Verge that a “software update error” is responsible for disabling “certain 2024 soundbar devices,” per a statement from Jim Kiczek, head of audio at Samsung Electronics America. Kiczek says that Samsung is “offering free repairs for all affected units – regardless of warranty status.”
How to Contact Samsung Service
Affected customers can initiate a repair or service request on the Samsung web site at the following URL:
https://www.samsung.com/us/support/service
If you purchased your soundbar at a local brick and mortar store like Best Buy, you can also contact them to see if they can perform the repair locally.
It’s definitely a good time to disable the automatic updates on any 2024 Samsung Soundbar if you have not done so already. However, Samsung has stated that they have pulled the problematic update from the system so it should not affect users who have not yet downloaded or installed the update.
Samsung Customers Are Pissed Off
Samsung’s community forums, Reddit, and AVSForum are filled with rather angry complaints from owners who have chimed in that once the firmware update was downloaded to their device, it became unusable and no factory reset has worked. Users of the Samsung SmartThings app report zero success accessing the soundbars in that manner as well.
From Bad to Worse
Samsung was also devastated by the sudden passing of its co-CEO, Jong-Hee Han, who died this past Monday from cardiac arrest. Han had worked for the company since 1988 and was seen as one of the key reasons why the South Korea-based firm has become the world’s top TV and soundbar manufacturer. The Korean company has struggled somewhat over the past twelve months with its stock falling more than 20% as a result of its response to global challenges in the semi-conductor market and the rapid growth of AI.
The passing of Jong-Hee Han comes at the worst possible moment as the company deals with the aforementioned AI competition and now this issue with its soundbars.
The exact number of affected devices is not known, however Samsung currently claims over 18% of the global soundbar market (in unit sales), which translates to close to 5,000,000 units sold in 2024. If only 5% of those sales were these high-end 7-channel+ systems, we’d be looking at a potential of 250,000 affected units. But the number could be even higher.
A Global Problem
This issue appears to cross regional boundaries and is not limited to the United States or even to North America. Complaints are also coming in from outside the U.S. and Canada; users in the Philippines, Malaysia, Austria, and other markets are also reporting these issues with the HW-Q990D, HW-Q800D, and HW-S801D models.
Last week, Samsung told What Hi-Fi? that it was “investigating the cause of the issue” and “taking immediate action to resolve the firmware error.” Apparently, that investigation led to the conclusion that a physical fix to the unit would be required, by Samsung or Samsung-authorized technicians.
Can you imagine the exasperation of Best Buy employees when thousands of customers walk into to their local locations to get their soundbars fixed? And what about those who may have purchased their soundbars from Crutchfield, or Amazon online and have to send them back in the box? Who is going to take care of them? We’d suggest starting with Samsung’s Support Request form and going from there
Samsung’s repair department better brew a lot of coffee. Late hours in Q2 may be on the horizon.
Are you currently a Samsung customer dealing with this issue? Let us know in the comments how things are going with your repair.
Related Reading:
- Top Dolby Atmos Soundbar Recommendations for Prime Day 2024
- Samsung is Going Hard on AI When it Comes to Its 2025 TV Lineup
- Watch Out, Dolby Atmos: Google’s Eclipsa Audio is Coming
Anton
March 25, 2025 at 6:30 pm
What a total cluster*#!#
Is Samsung paying for shipping? Or does one have to take their unit to Best Buy and wait weeks for a fix?
This is beyond ridiculous.
Chris Boylan
March 25, 2025 at 7:36 pm
We haven’t heard yet whether Samsung is covering shipping for this, but I expect they will. But what about the box? I keep those forever (much to my wife’s chagrin) but some folks toss the box after unpacking.
Do you own one? I’d love to talk to someone who does to get their experience with the repair process.
Ian White
March 25, 2025 at 9:46 pm
Chief,
I think this is going to be an ISSUE for a lot of people. Especially if they don’t have a dealer that is local and they purchased it online. I agree that you must keep the boxes. Impossible to move safely if you change homes (something I know something about recently) and you lose parts and manuals.
IW
Anton
March 25, 2025 at 8:11 pm
I bought one for my eldest for Christmas in December and I know it’s the Q800D. He’s tech savvy but I’m sure he’s going to discover it’s probably not working when he uses it next.
Glad I have my receipt and hoping he kept the box which I recall was rather large.
Sonos and Samsung are not winning me over with their products anymore.
Ian White
March 25, 2025 at 9:44 pm
Anton,
That’s not good. My experience over the past 20 years with Samsung has been pretty good if we’re taking an inventory.
2 TVs that lasted more than a decade without any issues. One started flickering at the end but I think being packed and unpacked multiple times (moving truck) did something to one of the boards. Screens were always reliable.
My mother has a 2024 Samsung soundbar system but not sure which model. She complains that the remote never works and that she doesn’t like the sound reflecting off the ceiling. No comment.
My only hesitancy with Samsung is their appliances and I speak for $$$$ experience. When their washers/dryers break…parts are hard to get and the repairs take forever. I will never own a Samsung appliance ever again. A fridge leaked constantly.
Stick with Speed Queen, LG, GE, and Thermador.
IW
Anton
March 26, 2025 at 11:19 am
Samsung’s appliances look great and feel great in the beginning but I agree about the parts issue.
I had a Samsung front loader that was purchased from Lowe’s and when a part broke on it, took months to get it replaced.
Will never buy a Samsung appliance again.
Speed Queen is rather expensive for a washer/dryer but I agree that you get a superior product and 10 year warranty so that’s something.
Ian White
March 26, 2025 at 11:28 am
Anton,
As mentioned perviously, I’ve had good experiences with Samsung’s TVs for over a decade so it’s really specific to this firmware issue.
I think how Samsung handles this is a bigger test than the firmware issue. Companies make mistakes and have the opportunity to correct them. Just like people. I’m well aware of that reality.
Speed Queen is worth every penny but I would only buy the top loaders. The focus is on durability and reliability and not fancy energy saving cycles. I know people who have 20 year old models that still work rather well.
IW
Ben
March 26, 2025 at 5:24 am
Samsung have not been open, honest and helpful with me at all. I spent 3 hours with them troubleshooting and eventually they said it needs to be inspected by someone at a Service Centre to determine the issue.
Then after searching I found out about the bricking issue. Not once did they disclose this could be the issue (which it is). They pretended to know nothing about it and made out I must have done something. I bought my soundbar and shipped it overseas to my house where I’m working so now need to pay $800 shipping to get it there and back to be inspected. Outrageous. They broke our soundbar but now I have to wear the cost.
Ian White
March 26, 2025 at 9:45 am
Ben,
Did you order from Amazon or a brick and mortar dealer?
Our (and that would be the team here at eCoustics) suspicion is that the fix might involve erasing the firmware update completely from the soundbar and taking it back to the previous version. While that might sound like a simple way to fix it, the methodology would involve accessing a sub menu that is built into the software (TVs have this and those of us who are trained to do calibrations have access with codes) and manufacturers generally don’t want consumers playing around in there because if you make a mistake…you can make the issue substantially worse.
$800 to ship is probably what you spent on the soundbar so that’s completely unacceptable. What region would you be shipping it from?
Which model of the those impacted do you own?
We’re going to keep on this story because we want to help as many people as we can get this resolved properly and feel that Samsung needs to handle this better.
IW
Anton
March 26, 2025 at 11:12 am
Why would it cost $800 to ship it back?
I don’t think I spent that much on the one I bought for my kid. Maybe I spent $995, but that seems excessive.
Samsung better pay for the shipping. My eldest would sooner buy something else than have to be out of pocket on something that was a gift.
This is why consumers don’t trust brands anymore. They don’t stand by their products and expect consumers to eat any repair costs even when the manufacturer is responsible for the issue.
Chris Boylan
March 26, 2025 at 2:13 pm
Anton – the commenter said he shipped the soundbar overseas to a second home where he is currently working. But since the unit was purchased in the US, it’s likely that it would need to be serviced in the US. Most manufacturers have this rule. I would think Samsung would make an exception and allow local service for something like this that was entirely the company’s fault, not the owner’s.