here is my chat with samsung
Chat Information Please wait for a Samsung Agent to respond.
Chat Information You are now chatting with 'Kate'
Kate: Hi, thanks for reaching out to Samsung tech support. How can I help you today?
Bob: I just got a 58 inch plasma and am getting a "service update" problem with mlb.tv
Bob: my app screen freezes
Bob: i am not the only one as i just read of other problems exactly the same..
Kate: Could you tell me the model number of the TV?
Bob: here is a post from cnet's forum that explains the problem exactly model number pn58c6400tf
Kate: So you are unable to access the apps on the screen?
Bob: here is the post of the exact problem...please read it...
Bob: I have had a 50" Plasma 8 Series - PN50C8000 for several months now. Tonight, getting ready to watch Hulu+, I pressed "Internet@TV" and went into the apps section. Almost immediately, a box comes on the screen that says, "Internet@TV Needs to be updated. Update is starting." The update starts whether you press OK or not, the are apparently pushing this MLB app out to us before the World Series. Right after that, a box appears that says "Service Update," and MLB.TV (2/1) Installing service... Nothing else happens after that. Notice that it says (2/1), not (1/2). I'm betting this update thing has a misconfigured XML file out there somewhere. Because of this, I can't use Netflix, Hulu, any of my apps unless I can get to them in the second before this box comes up and freezes everything up. Got online with Samsung Service and they said: 1) This is not an issue 2) No one else has complained (let me be the first) 3) It's a firewall problem and the TV must not be behind a firewall if I want it to work Per their instructions, I reset the entire TV, made sure the firmware was up to date, reset Samsung Apps, plugged directly to my cable modem, reset cable modem and TV, checked internet connection (it was good), and tried again. Nothing, same problem. He was insistent it was my firewall even though the thing has worked fine with all updates for months and I'm now connected directly to the cable modem. Eventually he said he couldn't help me and it was my problem. I'm hoping there are many of us having this problem that can post "me too" here, as I've noticed Samsung watches this thread and they sometimes fix issues when they are posted here. Thanks!
Bob: Please keep in mind that I have a model number pn58c6400tf
Kate: Give me few minutes while I go thorough it
Bob: thank you
Kate: You're welcome.
Bob: there are other people with this problem that started last night
Bob: i bought this tv sunday
Kate: Have you tried updating the firmware on the TV to check if it works properly?
Bob: how do i update it
Kate: Are you facing any other issues other than the apps?
Bob: no....tv is wonderful...the problem is that the mlb.tv app which i didn't order is locking up just like the message says
Kate: Follow the link given below to download and update the firmware on the TV(USB type):
Kate: Download the firmware file to a PC>
Kate: Unzip the file and move the files to a folder.
Kate: Then move the folder to a USB drive and connect the USB to the TV.
Kate: Which updates the firmware, and the update takes 15-20 minutes to complet.
Bob: my tv has a menu to either upgrade via usb or look online by itself
Kate: Try updating the firmware using a USB by following the link given above.
Kate: Also follow the instructions given below the link to update.
Bob: i don't have a usb drive. if your sure this will work i'll go buy one . has this fixed the issue on other complaints?
Kate: Yes, it will fix the issue once you update the firmware.
Bob: ok...i will do this later today
Kate: if you need further assitance you can contact our apps support at:1-888-899-7609 Mon. - Sun. 9am - Midnight (EST).
Bob: downloading the file now...does this file have a date on it?
Kate: No, it will not have any date on it, however it's a latest firmware.
Bob: are there any notes that this file fixed the exact problem?
Bob: the file is being downloaded while we are chatting
Kate: Yes the firmware update will fix the issue when ever there's an issue with the TV.
Bob: ok..if your ears burn later today, it is me with an angry face...just so you know..thanks
Kate: I understand your concern, if you need further assitance you can contact our apps support at:1-888-899-7609 Mon. - Sun. 9am - Midnight (EST).
Kate: You're welcome. Is there anything else I can assist you with?
Bob: tv should come with a usb drive...seems like a necessity just to use the tv
Bob: 2000 grand and the tv works 1 day and user has to fix it...imagine if i wasn't computer literate and couldn't do it
Kate: Yes, the TV will have a USB port on it, you should not use the USB drive that comes with the TV.
Bob: the tv didn
Bob: come with a drive
Bob: r u sure this will work and that the reported issue last night was fixed in the new firmware?
Kate: Yes it will fix the issue once the firmware is updated.
Bob: thats why i wanted the date of the firmware...when i upgrade it online as i just did same problem even after rebooted...i didn't mean to not listen but file is 41% here now and am trying...
Bob: i did it while we chatted
Kate: The download will take some time depending up on the internet speed.
Kate: Is there anything else that I can assist you with.
Bob: now when i try to upgrade the firmware online it responds with "no software to upgrade currently"
Bob: so it installed the latest and the tv knows it...isn't there a way to view the version and confirm it is up to date? i think every update has a version number
Kate: If you are unable to update it online, try to update using a USB drive.
Kate: The latest firmware version is ver.1030.1.
Bob: how do i view it on the tv?
Kate: To check the Firmware version, follow the below instructions.
Kate: 1. Press the Menu button on the remote control.
Kate: 2. Go to Setup. On the setup Menu, select SW Upgrade.
Kate: 3. Press and hold the Info button on the remote control for a while. The firmware version appears at the bottom of the screen.
Bob: it has the same version as what you typed above...up to date
Bob: meaning that it is up to par with the latest with the same filename as the download
Kate: Please reset the TV to factory default and then access the apps and check if it works properly.
Bob: how do i reset it?
Kate: Please unplug all the cables including the power cable from the unit and replug them after 30 seconds.
Kate: Are you done resetting the TV?
Bob: same problem
Kate: As a basic support we are done with the possible troubleshooting.
Kate: Please contact our apps support who will assist you further to fix the issue at:1-888-899-7609 Mon. - Sun. 9am - Midnight (EST).
if anybody gets an answer please respond
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