Samsung’s latest firmware update for several 2024 soundbar models has resulted in widespread device failures, prompting the company to offer free repairs regardless of warranty status. This unusual move highlights the severity of the issue affecting popular models like the Q990D, Q995D, and Q800D.
The Firmware Failure
On March 14, 2025, Samsung pushed out firmware version 1020.7 to many of its 2024 soundbar models. Shortly after, users began reporting that their devices were completely unresponsive. The update appears to have caused the soundbars to become stuck in eARC mode, rendering them unusable.
Affected users found themselves unable to:
- Power on the soundbar
- Control volume or inputs
- Access the device through the SmartThings app
- Perform a factory reset
This left many consumers frustrated, especially given the premium price point of models like the Q990D, which retails for around $1,500.
Samsung’s Response
After initial silence that drew criticism from customers, Samsung has now officially acknowledged the problem. Jim Kiczek, Head of Audio at Samsung Electronics America, released a statement to technology news outlets:
“Samsung Electronics has identified a software update error as the cause of the operational issue affecting certain 2024 soundbar devices. We are taking immediate action to resolve the situation. Samsung is offering free repairs for all affected units—regardless of warranty status.”
This admission that the issue requires physical repairs, rather than a software fix, suggests the firmware update may have caused more severe damage than initially thought.
What Affected Customers Should Do
If you own a 2024 Samsung soundbar that has become unresponsive after a recent update, here are the steps you should take:
Step 1: Confirm your model number is one of the affected devices (Q990D, Q995D, Q800D, and potentially others).
Step 2: Gather your proof of purchase and device serial number.
Step 3: Contact Samsung customer support through their official website or support hotline.
Step 4: Explain that your soundbar is affected by the recent firmware issue and request a repair under the free repair offer.
Step 5: Follow Samsung’s instructions for shipping or bringing in your device for repair.
Preventing Future Issues
While this particular problem couldn’t have been easily avoided by users, there are some general best practices to minimize risks with firmware updates:
- Delay non-critical updates for a few days to allow time for potential issues to be discovered and fixed.
- Check user forums and official support channels before applying major updates.
- Ensure your device is plugged in and has a stable internet connection during updates.
- Consider disabling automatic updates on critical devices if you prefer more control.
Industry Implications
This incident raises questions about the risks of internet-connected devices and over-the-air updates. While these features can provide convenience and new functionality, they also introduce potential points of failure that can render expensive equipment useless.
Consumer advocates may use this case to push for stronger protections and longer warranty periods for smart home devices. It also highlights the importance of companies having robust testing procedures and the ability to quickly roll back problematic updates.
Samsung’s swift action to offer free repairs is a positive step, but it’s clear that preventing such issues in the first place is crucial. As consumers increasingly rely on smart, connected devices, both manufacturers and users will need to remain vigilant about the potential risks of software updates.