Samsung forum


How can U get Samsung to update STB data

by DocPEC / November 11, 2012 12:16 AM PST

I have a Samsung UN60ES7150 TV and my cable box is an Arris MP2000NA. (WOW cable provider) How do I get Samsung to update their STB database to see this device??? This is a software issue and I'm sure I'm not the only person that has this problem.. Please advise. Thank you in advance.

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All Answers

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With your vote at the retail level.
by R. Proffitt Forum moderator / November 11, 2012 12:36 AM PST

I'm serious. If a maker loses sales over this and you are buying another brand and they notice, then it gets fixed. This can upset folk but this is the only way I've seen companies get motivated.

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BTW. When folk need a remote with codes.
by R. Proffitt Forum moderator / November 12, 2012 1:31 AM PST

I've found them getting those Logitech Harmony remotes if they want to reduce the clutter. Some STB makers offer a way to enter codes for other devices. But even there I find they only support the basics such as on/off, etc.

You won't find support for a button to change speaker selections for example.

Logitech Harmony wins this round.

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Re: How can U get Samsung to update STB data
by Samsung_HD_Tech Samsung staff / November 12, 2012 1:27 AM PST

Hi DocPEC,

I read your previous thread and responded to this: it isn't possible for us to update your remote. If you want an explanation as to why, here goes.

The way our universal remotes and most others work is that there is a circuit board inside of your remote. This circuit board contains the appropriate IR pulses to send to a given model. If you look over your remote, you'll note there's no port to put new information into it. As there is no port to connect to, there's no way to get information onto your remote. As there's no way to put information on your remote, we cannot push out a firmware update for your remote to work with a wider array. Therefore, it's physically impossible for us to update your remote.

I hope this helps in your understanding of the problem, and I hope you'll understand that I'm sincerely sorry that we can't fix this for you.

HD Tech

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How can U get Samsung to update STB data.
by DocPEC / November 12, 2012 7:00 AM PST

Thanks for the info. I notice that there are 2 codes in your setup database for the other WOW Arris STB's. Could they not add one for this Arris STB??

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Re: update STB data
by Samsung_HD_Tech Samsung staff / November 12, 2012 10:38 PM PST

Hi DocPec,

You can try whatever codes exist already on your remote, even for other brands. Feel free to experiment with those codes; you won't break it, and sometimes I've seen them work. But we at Samsung can't do fix it from our end.

HD Tech

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Update STB data
by DocPEC / November 13, 2012 9:27 PM PST
In reply to: Re: update STB data

Thanks for you help. This is only a minor problem but if I can figure out a fix I will let you know.

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