Samsung forum

Question

My smart tv won't update its software, what can I do?

by honeyandsaffron / December 30, 2015 1:15 AM PST

For the last few months my smart tv UN55D8000 has been turning itself on and off again. It hasn't been bad though. Once or twice here or there and it would then be fine. Last night it was so bad I contacted Samsung tech support. They told me to update the software via USB and it should fix the issue.

Everything was fine and the tv found the file on the USB, but then spent 3 hours on the black screen with white lettering saying "Samsung smart tv". After speaking with tech support several times over the course of the 3 hours I was told to unplug it from the wall. That it would fix the problem with the update. I was assured that I'd be able to turn the tv back on.

I plugged the tv back in and it turned itself on and off 30+ times in only a few minutes time worse than ever before and wouldn't go past the Samsung smart tv screen. The tech then told me I had to call for service and someone would come out eventually and since the tv isn't under warrenty any longer, it will probably cost a pretty penny. (I should have just got a new tv on Black Friday).

After getting frustrated with the whole situation and unplugging it multiple times and removing the usb drive, I've gotten the tv to a normal screen and I'm able to use the remote to go into the menu finally. It's still having issues and I can't get the update to install (I've finally gotten it to 5%, but it won't go further).

The software on the tv has never been updated before because it says "up to date" if you use the "online" option for the updates. Does anyone know how I can make it update? I've read a ton about the Samsung TVs being giant expensive paperweights, etc... Before trying to take it apart (I'd have no clue what I was doing) I'd at least like to get the software updated.

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Clarification Request
Manuel and Re-set
by Highland_Logan / December 30, 2015 2:22 AM PST

Have you re-set the TV? As a D-Series 2011 model, your TV must have been set to auto-update in your on-screen menu, as this TV, has had many up-dates.

I suggest you go to the Samsung Support page for your model (and country), and download the PDF manuels, and do a full factory re-set.

Also of note; did you download the USB update from your countries (regions) Samsung site? There are different download files depending on where you are in the world, and they are not interrchangeable.

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Auto updates and resets
by honeyandsaffron / December 30, 2015 1:45 PM PST
In reply to: Manuel and Re-set

The TV was set to auto update, but apparently never did. When I'd try to check for updates via the online option it would look like it connected to the server (or whatever it was connecting to) and then say there were no new updates...

I did get the PDF from my countries site.

I will try resetting it and then maybe it will install the update. If it stays on long enough to do the reset.

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GL
by Highland_Logan / December 30, 2015 1:59 PM PST

Good luck, and update with how it turned out.

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Update
by honeyandsaffron / December 30, 2015 5:45 PM PST
In reply to: GL

I was able to reset the TV, but it was still turning off and on and I can still not get the USB update to work. It recognizes the update on the USB drive, turns itself off like it's going to install, then brings up the black screen with white letters and won't do anything else.

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Cap Issue
by Highland_Logan / December 30, 2015 6:19 PM PST
In reply to: Update

http://mark-bass.blogspot.ca/2011/08/fixing-samsung-lcd-tv-power-cycle.html

Note that this has affected every manufacturer of electronics, and does not reflect on Samsung's workmanship.

https://en.wikipedia.org/wiki/Capacitor_plague

This may not be your problem, but does sound like it. If you are handy, you may ge able to fix this yourself for a low cost.

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Maybe
by honeyandsaffron / December 31, 2015 12:14 AM PST
In reply to: Cap Issue

I was "assured" by tech support that this is not the issue as "there's nothing wrong with the capacitors in my model", but they can't troubleshoot beyond "you need to update the firmware". The TV wouldn't stay on long enough for them to try remote management on it today after a 2+ hour phone call and then a chat. The only time it isn't power cycling is when it's pretending to run the firmware update via USB and staying stuck at 5% for hours (or longer). I hope the tech didn't have me break one of the boards when she said to unplug it since it was stuck. On the bottom of the page about the update it said to not unplug it or remove the USB because it might damage something that Samsung won't cover. Not like they are covering anything anyway.

I thought about taking the TV apart to look inside it just to see if it was something obvious. I am handy and work with sterling silver and gold to make jewelry with soldering, but I've never done that with a soldering iron and electronic parts. I do know that I don't want to pay someone $100+ to be told I need a $5 part replaced or spending that to find out whatever needs replaced would be the same price as a new TV.

All Answers

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Answer
TV Update
by honeyandsaffron / December 31, 2015 3:47 PM PST

I took the back panel off the TV and the capacitors and other components look fine. I checked the cables to make sure they were all plugged in as well. It's still power cycling.

Any other ideas?

Is there a way I can force my tv to do the firmware update even though it won't stay on for longer than a minute before turning itself off again?

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