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Samsung forum: Samsung Smart TV - UE32D5520

by: AliH100 July 29, 2011 1:28 PM PDT

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Samsung Smart TV - UE32D5520

by AliH100 - 7/29/11 1:28 PM

I recently purchased (within the last month) a Samsung Smart TV UE32D5520RX and have had no problems with it.

Earlier today when the TV was switched on I was asked by the TV if I would like to install a new software update that was available for the TV, to which i promptly said 'ok'.

The install completed with no problems, and the TV was left on for about another 4 hours after the install and everything was fine, no problems what so ever.

I then turned off the TV as I was heading out. A few minutes after turning the TV off I realised I had forgotten to set a programme to record and promptly turned the TV back on again.

At this point the 'Samsung Smart TV' splash screen / loading screen came into view and about 5 seconds later the TV turned itself off.
The TV then turned itself on again, and again displayed the 'Samsung Smart TV' logo and again 5 seconds later the TV turned itself off and then on again. And so on and so on for many minutes until I finally turned the TV off at the plug.

Given my experience with things like Microsoft Windows it seems to me that the TV had got itself in a loop of trying to boot its software / firmware and failing miserabley at it.

The problem I now have is that two hours later, and after leaving the TV unplugged, etc. etc. the TV still will not 'load'. In fact i tried doing a manual install via a USB stick of the firmware (which I have downloaded from the Samsung website) but the TV does not stay powered long enough for it to find and boot the firware update on the USB stick.

The only thing that changed from when I turned the TV on this morning (when it worked) to when I turned it on this afternoon (and it did not work) was the software update in the middle.

So has Samsung's own software update broken my TV? And simply, how can this be fixed?

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Samsung Smart TV - UE32D5520

by Samsung_HD_Tech Samsung staff - 7/29/11 1:48 PM

In Reply to: Samsung Smart TV - UE32D5520 by AliH100

AliH100,

I'm sorry to hear that this happened with the television.

Unfortunately, there's no restart option that I can offer at this point, based on the symptoms you provided. Certainly this was not the experience that we want you to have, however I'd like to see you get taken care of.

If it stays on long enough, press and hold the EXIT button for 15 to 20 seconds until the unit resets itself. This may perform a reboot of the last loaded software, which in some cases may help. Otherwise, my recommendation would be to call the Samsung customer service center in your region and have your television inspected by a technician.

--HDTech


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Samsung Smart TV - UE32D5520

by AliH100 - 7/29/11 1:57 PM

In Reply to: Samsung Smart TV - UE32D5520 by Samsung_HD_Tech Samsung staff

Thank you for the speedy response, and sadly I knew what your answer was going to be.

After much searching of the internet (and I mean a lot of searching, as it was not the easiest piece of information to find) for how to restore the original factory setting; I did find information about holding the exit button for 10 - 15 seconds, and unfortunately the TV only stays on for about 7- 8 before it restarts / reboots.

I do plan to call the local customer support in the morning when they are open, but I was interested to hear a response in the mean time which you have provided.

I would ask however why Samsung's own software update appears to have wiped out Samsung's own firmware? And I would suggest that this may be something Samsung should look into in case what appears to be a one off hic-cup (after finding nobody else on the internet having experienced this problem, which does not mean it does not exist of course) turns into a more widespread issue affecting every Samsung Smart TV worldwide.


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Samsung Smart TV - UE32D5520

by Samsung_HD_Tech Samsung staff - 7/29/11 2:30 PM

In Reply to: Samsung Smart TV - UE32D5520 by AliH100

AliH100,
You're welcome. I wish I had a way to restore televisions, but unfortunately with these situations, I can't offer anything but, "Have it inspected".

It could be an issue with the installation. Could be the file. Could be power levels spiked or dipped during the install. I just don't have an answer.

The same thing could happens when installing or updating any OS. I wish there was a better answer, but I don't have one.

If I see instances or patterns, I do alert people in the organization so that they can look into it. I'll keep my eyes open for any other affected users with similar models, but at this point, it sounds like there was a different factor.

If there IS actually a deeper problem, that's when having a technician inspect the unit is also helpful.

--HDTech


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you are not alone

by noreg - 7/30/11 11:01 AM

In Reply to: Samsung Smart TV - UE32D5520 by AliH100

You are not alone same tv, same time, same update. (in uk)

I knew the update was botched the minute the tv didn't turn off. The only reason I allowed the update was in the hopes that they had fixed the psychotic smart apps. the last thing you want is a 10min update installing the apps you deleted 3 days ago everytime you press the smarttv button. just wish I could delete facebook! fyi samsung, new apps are not an update and you shouldn't force them on users. a message of availiblity is all that is neccessary if you must, otherwise what's the point of the appstore.

samsung were as helpful as ever. "sorry we're experienceing problem. We'll call you back within the hour". This was at 5pm friday and they close at 6pm, so as expected no call.

I expect their technical problem is a large number of shafted tv owners.

Like you, I found no helpful info on the internet for botch firmware installs. loaded usb with old and new firmwares in the hope it would look to usb on failed boot but no success.

Duncan


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