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Question

No sound and sluggish menu with Samsung HW-C450 sound bar

by lalonde_frank / May 11, 2011 1:18 PM PDT

I currently have no sound with my HW-C450 sound bar. I tried multiple inputs with different cables optical and analog even on a different TV and still no sound.
To make things worst; the LCD menu has also been acting very sluggish. To go from Digital 1 to Digital 2 to Analog seems to take a very long time. The displays practically seems to freeze up while attempting to change settings. You can also observe the same behavious when attempting to increase or lower the volume.
During this process the unit was unplugged for several minutes in which I'm sure would be enough to reset any internal memory.
The batteries of the remote also were changed in case they magically power the unit through magical wireless energy transfer. In all seriousness the batteries are fine because they're accessing my TV's function with no problems.
I called Samsung and they tell me that I need to send this for repair. I'm having a hard time with this type of answer as there's nothing physicaly wrong with the equipment. Not that I can see anyways. I'm not aware of any electrical surge that might've cause any problem to the software of the device.
I'm convinced that simply resetting the firmware would fix this type of sluggish menu issue. Since both issues started happening at the same time untimately fixing the no audio issue at the same time.
Can the public have access to the firmware for update? The USB slot at the back of the unit must have some kind of purpose!
Anyone else have any idea of what might be causing this problem or ideas as to what steps I can take to resolve this issue.
Am I really stuck having to send this unit to Samsung for repair?

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All Answers

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Answer
No sound and sluggish menu with Samsung HW-C450 sound bar -
by Samsung_HD_Tech Samsung staff / May 12, 2011 4:19 AM PDT

lalonde_frank,

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FOUND FIX - NO I DIDN'T NEED TO SEND TO REPAIR

I found the solution to my problem. Somthing that Samsung wasn't able to diagnose over the phone. Sending my unit for repair would not have fixed my issue as they would've gotten my unit and it would've worked fine at the repair depot; they would've coded it as a NO TROUBLE FOUND and ship the unit back.
Here's a process improvement for Samsung.
Somewhere in the troubleshooting process the agent should've asked if I had a second unit in the house.
What happened was that my bar was attempting to wirelessly synch with my roomates unit. When I tried the unit in his room we didn't unplug his equipment. The minute that I unplugged his Samsung sound bar my own synched back up with it's original subwoofer and my sound came back.
8 calls at the call centre, 4 front line troubleshooting, 3 second line, 2 manager, 2 trips 2 UPS for attemting to send my unit for repair, The CNET forum and Samsung web selfcare, and no one asked the question " could the unit maybe wirelessly synch with another wireless sub in the home. It took my own knowledge of electronics to make sence of all this.
If of you out there are experiencing this type of issue;
Step1: Unplug all other wireless equipment in the home.
Step2: Resynch the unit with the little reset button at the back of the wireless subwoofer
Like some kind of witchcraft the sound should be back and the menue will function as normal.
Step3: Replug your other wireless devices in the home.
SAMSUNG _ Please add this to your troubleshooting steps in the selfcare section of your site and in the flow chart of the robots working front line tech.
This might reduce a certain amount of "no trouble found" rate at the repair depot and save you some money.

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You're right...
by Samsung_HD_Tech Samsung staff / May 26, 2011 2:28 PM PDT

lalonde_frank,

There's no way I would have possibly guessed you had a similar unit nearby. You deducted it was firmware, and when people start suggesting that their conclusion (firmware) also be my conclusion, I stop thinking about actual possibilities, and start thinking about how I can best help you solve the problem with the least amount of frustration. In this case, it was sending the unit in.

Having a similar device nearby is covered in the manual.

http://i397.photobucket.com/albums/pp60/samsung_hd_tech/p12.jpg

But I'll be happy to pass this idea up to our call center.

--HDTech

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