Blu Ray DVDs not loading

iddues = issues

so we just bought a $300 crapshoot? wish i had seen that disclaimer.

So after returning home from the video store with 2 new release Blurays (Cop Out & The Losers) I find out that the new firmware that was "recommended" by my player has rendered my $400 player useless.

After a very polite beginning to my call with Samsung Tech Support, the woman on their end tells me "Why did you do the firmware update? You should never do a firmware update because if you do it will break something if nothing is currently wrong with your player"... My reply must have hit home because she didn't seem to like it "Excuse me, I'm not trying to be a **** here, but your system pops up and prompts the user to upgrade the firmware that YOUR company released to their customers. How is it my fault that YOUR quality control department failed to test a piece of software and ruined my player and several hundred other players after a quick Google search?"

She told me there is nothing I can do except go and bring it to the closest repair depot... I actually had to ask if it was possible to roll back the firmware and she hadn't the slightest idea. After over 5 minutes on hold while she checked with Level 2, aka went for a cigarette and coffee break, she gave me the contact info for the repair depot.

I am DISGUSTED with the service I just received, and with the lack of quality control on these products. Your technical support agents have the audacity to tell the people who spend thousands on your products that the reason the problem has occurred is the end user?! The end user is not the one who released faulty updates to the public that ruined their hardware.

I had a working player until your firmware ruined it, now I find out there's only 3 months of labour warranty for a $400 stand-alone Bluray player?! I can assure you that when my Samsung 52" series 6 LCD, Samsung MP3/Video player, Brand new Samsung stainless steel ceramic top stove and matching fridge and front loading laundry pair quit, I will not be looking into another Samsung as a replacement.

THANK GOD your other products don't require firmware updates so I can keep them longer than you decide their life span should run with forced firmware updates...

I smell a class action, and will be in touch with a top lawfirm here in Toronto.

I failed to remember to add the 2 Samsung LCD monitors and the wife's cell phone to the list of purchased products.

Not to mention the upgraded BDP3600 was replacing a BDP1600...

The problem is the EXACT same as other have been mentioning. Latest firmware update has rendered Warner Brothers Blurays as beverage coasters.

Annoying previews that can not be skipped straight to disc menus (another glitch?) play fine, the disc loading spinning icon before the disc menu loads ends up freezing after maybe 15 seconds of spinning and the remote is unresponsive and the only button that works for me is the power button on my BDP3600 player.

Resetting with the FF button didn't fix a thing. Same 2 Blurays work perfectly on my Dell laptop and Sony PS3.

groovyfa,

I'm sorry for the treatment you received from the customer service agent. I do report these directly, so if you have further information on the agent you spoke with, please let me know. If you have a transaction number from your call, I can look into this and see if something can be done for your player.

I don't know why you were told not to update. Updating the firmware is supposed to enhance playback and offer new or updated features. I understand the irony of saying that in this forum where people are reporting problems with playback incompatibilities, so I hope that we're all on the same page.

Also, someone reported earlier this evening that turning off the BDLive feature allows some titles to play. It may be worth trying out.

Is this in Toronto Canada?

--HDTech

SAMSUNG TECH: I'm from Panhandle, FL. Problem there too. And just as disappointed as the Tronoto crowd!

I just tried the latest idea. Setup the BLU RAYS player prohibiting BD Live. Guess what? SAME THING. FEEZEEE after the commercials.

While the Formware boys/girls are working, how about having them allow us to SKIP the commercials. I would love the option of hiting one button to go to the next commercial.

While I'm wishing, how about a WIFI signal strength indicator?

Jupiter 760

Jupiter760,

Sorry to hear it didn't work. I was trying to offer a suggestion where someone said that it worked.

The option to skip the warnings/FBI notices/commercials is not up to the player. Manufacturers have to follow the standards set by Blu-Ray to either allow skip or no-skip features for specific scenes.

In other words, if the studios want to force you to watch 10 commercials, we can't break the standard that would allow them to do so. That code is set on the disc. The issue here would be with the studios, and not the player. Now, most studios do allow you to skip commercials (and not FBI warnings), and you can usually reach the main menu by pressing the Title Menu button on your remote. If the studios haven't set it to allow you to pass, it won't. Most commercials can be skipped by pressing the Title Menu button, though. That's just my experience.

I'll be happy to pass the Wi-Fi idea up to the decision-makers, but I have no idea if that would be implemented.

--HDTech

I have the same problem: Netflix-Blu Ray-Invictus-Previews fine-No Movie!

Model BD-P3600. Did firmware check, up to date.

We invited company over to watch Invictus. I sent the moving back thinking there was an issue with NetFlix sending a bad disk. The 2nd disk also would not play the movie but it did play the commercials....

This was an expensive Blu Ray player.

Please fix this ASAP or give us our money back so we can buy Sony's.

Thank you,

Jeff Cameron
Longwood, Florida

I thank you for your quick and empathetic response to my dilemma.

I am just as baffled by her essentially telling me "if it ain't broke, don't fix it."

I should have added that I thoroughly enjoyed the BDP3600 as much as I enjoy all the rest of my Samsung products. I also hope that I didn't come across as a complete ***** as I only intended to portray my dilemma while highlighting my frufrustration.

I do have the information required, do you have an email address that I can forward it to?

Finally yes it is Toronto Ontario.

I came across a thread with instructions on how to manually roll back the firmware and found what appears to be the 2.07 & 2.08 firmware updates. Can someone confirm the file name and total MB file size for the firmware you SUCCESSFULLY rolled back to with a BDP3600? Also, anyone have any idea as to when Samsung will be releasing the next update to hopefully fix our issue?

Thanks for hearing me out and helping!

groovyfa,

I've been there, and I appreciate what must be a frustrating situation. I'm sorry it happened.

Email me the information at LSforumcontest@gmail.com with "CUSTOMER" in the subject line, and I'll be happy to pass that to my colleague in our Canadian call center.

For the firmware updates, I don't have Canadian versions of the firmware. I can try to track them down, but I'm not sure if I can get them. The Canadian version of the firmware ends in XAC, and I don't recommend using the U.S. firmware or any other regional firmware update in your player. I don't have the file sizes.

--HDTech

Hello HDTech, the service ticket # is 2007561119. Thanks.

groovyfa,

I've sent that up, and I appreciate you following up.

--HDTech

the first firmware update that was installed on my BD-3600 put Blockbuster onto the unit. It's been downhill ever since. I wish there had been an option to install or decline the firmware changes but there isn't.
Should have read the reviews before purchasing. Oh well

Don't get me wrong..I love the player...and have been lucky with no bricking..... yet (still on 2.07)

To get by the menu problems, I just hit enter on the remote...I use the keys on the remote for subtitles, audio etc etc...a pain, but still functional....

Jupiter760,

Bricking is commonly used as a term when the unit is unresponsive to any command. I'm sure there are other interpretations, but that's what I take it to mean.

--HDTech

My player also locks up at the spinning disc icon while loading menus on a few Warner Brothers Blue Ray Discs. Cop Out and Clash of the Titans this week alone.
I have firmware version 2.09 on my BD_P3600.

Does rolling back to an older firm ware version like 2.07 help? Can we get it since the Samsung site only has the 2.09 version available.

I'm reading tons of postings about this issue on many boards...but no solutions. Are they at least working on a firmware fix? If so, is there a timeframe as to when we can get it? This seems to be a major issue with Samsung players.

Any help would be great.

Thanks
Ben

Samsung Tech,

As Program Manager in electronic industry myself with firmware engineers working for me, I understand that it takes a while to correct the firmware issue and to fully test the fix before releasing it. The testing should take longer than the fix to ensure the new change didn't screw anything else up. That being said, the issue has been open since 16 June on this Forum. I would have been considered in-effective, if it took my team that long to fix a firmware issue.

What is going on at Samsung? Why can't you post a schedule of where you are in releasing a firmware fix? Tell us you are still trying to duplicate the problem, or you have a fix and are in testing. Tell us, your estimated firmware release date. It's not rocket science! Surely your company realizes that this problem is not going to translate into more or happier customers. Your Execs can learn from Toyota and BP, that it is a good thing to communicate honestly and frequently when they have a problem. You are the important link, between us and Samsung, plz forward this post to your superior so he/she can consider the request and respond to it.

Jupiter760

Jupiter760,

I appreciate your candid request.

I have escalated the issues, and I'm waiting for further information. I don't have any dates to post, but what I can say is that I'm actively following up and even doing some of my own testing to aid in gathering information to expedite the process.

I would like this issue to be resolved for all parties, and I'm doing what I can to help reach that.

--HDTech

Samsung Tech Rep!

Again, I fall back on experience. If you, the official Rep for Samsung, can NOT provide objective answers requested in previous post, then there is a good chance that NOTHING is going on! Good intentions, your testing will not normally solve the problem.

QUESTIONS:
1. Is Samsung trying to duplicae the problem, or do they acknowledge there is a firmware problem.
2. Did Samsung identify a NEW firmware fix?
3. Is Samsung in the process of testing their NEW firmware fix?
4. What is the estimated release date for the new firmware if no additional problems arrise?

If you can't answer those question, you should forward to a Samsung company Rep that can. As said in previous post -- it is always BAD when company does not communicate to its customers! One day they may find their customers have gone to someone who will speak with them.

I had one program as a rookie, and got the same type of responses -- "we are working it -- program was over two years LATE! So eigther Samsung is not working the problem, or they are and you are not prvy to ther status. Eighter way it is BAD for us the consumers.

Jupiter760

Jupiter760,

As of this afternoon, the previous versions (prior to 2.09) of the firmware were placed back on the Samsung.com support website. If people are having an issue with the 2.09 update, I invite them to download and install the previous version that is available on the support site.

I think that's a good indication that we're listening and attempting to address the issue.

--HDTech

SAMSUNG HD TECH,

Thank you for putting previous Firmware rev on your site. That may be a viable "SHORT TERM FIX or even Long Term Fix" Only Samsung Knows!

Now the question is, what were the changes that SAMSUNG made from the previous rev to 2.09? What are we giving up to be able to watch the WB Blu Rays? I'll give you a hint! Any good company's quality control department requires a VVD (Verification, Validation Document, to be updated with every revision of Firmware. It is a history of the firmware for situations like this. Perhaps you can look at your VVD and tell us what the changes were from the previous to the 2.09? That would be VERY helpful.

Keep charging........ you are NOT answering the tough questions I asked, but you are talking to us.

Jupiter760

Jupiter760,

I answer what I can. I'm not involved with the firmware engineering.

What's posted is what I know on the Firmware revision updates (located on the website). That's the same information I'm able to access.

I don't have access to VVDs or a similar protocol.

--HDTech

I installed the previous version of the firmware and now I can play the Blu Ray by WB Invictus. Version BEV2.07_100315_BDP3600_XAA.RUF Works on my unit. It seems to me that fixing the bug in 2.09 should not be all that hard....

Hi HDTech,

It appears that only the US support site has been rolled back to 2.08 software. The UK site still has 2.09 on?

Is it possible to get the UK (XEF) version put up on the UK site too?

Hobbes

I checked yesterday on the Canadian site and didn't see a firmware update other than 2.09.

Really hoping to get the Canadian version so I can watch the new releases this weekend... my PS3 doesn't cut it for Bluray playback.

Thanks

I found a site featuring the Canadian 2.05 files. I tried out the zip file download on my BD-P3600 and it worked. I was able to roll back the player and watch the Warner Bros. movies I had problems with. Here's the address:

http://www.mediafire.com/?sharekey=c1f03482dfd4b8a47432d3c9683f450a0e6fe2fba05b185438538f5672f1b9df