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I need to update the Freeview firmware on my Samsung TV. It was broadcast years ago and there is no download on their web site. Note that this is the Freeview firmware, not the main TV firmware which is available for download.
Understanding this simple problem is apparently beyond the ability of Samsung technical support! Here is the conversation so far:
Complete muppets
I don't think I will ever get this resolved and will end up having to return the TV for a partial refund. I was going to get a new one anyway, maybe a Toshiba or Panasonic, but never again a Samsung.
Understanding this simple problem is apparently beyond the ability of Samsung technical support! Here is the conversation so far:
MoJo said:Hi. I have a LE40A686M1F TV. It takes a long time to switch channels. I noticed that there was a Freeview update that fixed this problem but I didn''''t get it. How can I get it now? I can''''t find it available as a download on your web site. I downloaded the firmware update but it didn''''t update the Freeview software.
Samsung said:I am very sorry to hear you are having difficulty changing the channels; does this issue remain only when trying to change channelsvia the television remote or when trying to change them via the buttons on the unit?
If the problem only exists when using the remote control to change channels, try resetting the remote control by removing the batteries, holding down the standby button on theremote for about 20 seconds to fully drain the processors and then replace the batteries with fresh ones.
Additionally, ensure your television's firmware is up to date - the latest release for your model is T-AMBPEUMD-1023.0, released 20th May 2009. Full instructions on updating firmware are as follows:
Support for LE40A686M1F
(Click Support > Downloads > Firmware)
- Click to download
- Save to desktop
- Once saved to desktop, double click on it
- Select run when box pops up
- A file will be extracted once run
- Place this extracted file onto the USB pen (USB pen has to be EMPTY and the file name must not be altered in any way or the system will not be able to read it!)
- Put USB pen into the USB slot on unit
- Programme will run automatically
- Follow onscreen instructions
NOTE: DO NOT REMOVE THE USB PEN OR TURN THE UNIT OFF ONCE UPGRADE IS IN PROGRESS, AS THIS WILL PERMANENTLY DAMAGE THE UNIT AND IS NOT COVERED UNDER WARRANTY!
If this has not resolved the issue, try a full reset and retune of the unit as follows:
- Remove the aerial from the rear of the unit
- Press and hold the EXITbutton on the TV's remote control until an onscreen pop up appears
- Select 'YES' when asked to reset to defaults
- This will turn the TV off, so turn it back on
- Go through the onscreen Plug & Play menus
- Leaving the aerial out, retune the television (antenna source: Air, channel source: Digital)
- This will erase all channel data and clear the TV's memory caches.
- Once this has completed, plug the aerial back in
- Press the MENU button the remote then go into Channel > Manual Store
- Retune all channels back in; it may take up to five minutes as there is now no data to overwrite and all channels now have to be tuned in from scratch.
If you have any further problems, please do not hesitate to get back in contact with Samsung, providing full address details and a serial number for the unit, and a model code/serial number for the Freeview box your television is connected to, if applicable.
Kind regards,
Helen
MoJo said:Hi. Sorry about the long delay in replying to your email. The delay changing channel exists when using the controls on the TV as well as the remote control, so I think we can rule out problems with the remote. I am on the lastest firmware version (T-AMBPEUMD-1023.0). The Freeview firmware version is T-PERLDEUC-1014. My friend has T-PERLDEUC-1016 and it does not take as long for him to change channels, but there does not seem to be any way to download this update.
As I understand it the Freeview firmware update was done over the air years ago, but I happened to have the TV off when it was broadcast so didn''t get it. How can I install this update?
If the firmware cannot be updated what is your policy on trade-ins due to faults? Under UK law the TV has had about 30 of its expected lifetime so if I returned it to the shop I would get a 70 refund, but I don''t really want to do that because otherwise I am quite happy with it. There must be some way to apply this firmware update, even if you have to send an engineer to do it.
Samsung said:Thank you for contacting Samsung and I have pleasure in providing the following assistance.
I was sorry to hear about the problem you were experiencing with your TV. We would recommend you perform the following Troubleshooting exercises in order to help us establish the exact nature of the problem.
Resetting the TV
1. Press and hold down the EXIT button on the TV's remote control, which should bring up a menu asking if you wish to Reset the TV to Factory Defaults and you can either OK or Cancel highlight OK press the Enter button and the TV should switch off.
2. Once you turn on the TV you should have PLUG & PLAY displayed on the screen.
3. Then you should choose the language, the country and the usage mode should be 'HOME USE'.
4. (If you do not watch freeview, you can skip this step by pressing EXIT) Then you should set the search on AIR and DIGITAL & ANALOGUE then select the search tab. (This will scan for all Digital and Analogue channels).
5. After the percentage reaches 100% Press OK and enjoy your TV.
If after these procedures the problem is still visible we recommend you check again that your TV has the latest version of Firmware installed on it. You can do this by following these steps
Upgrade to latest firmware;
Go to SAMSUNG and enter your TV model code to get the latest downloads then follow these steps;
1. Save the file on an Empty USB drive.
2. Un-Zip the folder on the USB drive by double clicking the file.
3. Insert USB memory to 'USB' terminal
4. If the TV has 'Media link' function a pop-up OSD window is shown when you insert the USB device.
5. If the TV doesn't have 'Media link' function: Use OSD menu (Menu ButtonSupportSoftware Upgrade).
6. Select (By USB).
7. Select (OK)
8. After Download, power will turn off in 3 seconds and turn on again automatically.
If your still having difficulties in obtaining the Firmware you can contact Samsung again and we will be more than happy to post you out a copy in USB format, though please note this can take 7 10 days from the date of posting. This should hopefully resolve the issue, however if you require any further assistance please do not hesitate to contact us for further assistance.
If you require any further assistance, please contact Samsung again and we will be more than happy to help.
Kind regards
Chris
Online Support Team
MoJo said:Hi. Your reply did not address my problem. I have tried everything you suggested. The firmware update on your web site does not contain the Freeview firmware update. Sending me a USB key won''''t help unless it has this update, in which case why is it not on your web site?
Can you send an engineer to do the update?
Samsung said:Thank you for contacting Samsung and I have pleasure in providing the following assistance.
I am sorry to hear that you are still having difficulty with changing the channels in Freeview.
You did mention previously that you have the latest firmware available. The latest firmware does include any previous firmware updates.
It is not possible to downgrade the firmware on your television.
How long does it take for the channel to change?
The issue may be related to your remote control or aerial possibly? Have you tried changing the batteries, or discharging the remote? To discharge the remote, remove the batteries and press the power button for 20 seconds. Also check the signal strength for your aerial reception.
If you belileve that the issue is solely related to the TV and that it requires a service for the television, then you would need to provide us with the full model code, serial number and proof of purchase for the television so we can ascertain if you are covered by the 12 month warranty. Otherwise the cost of the service is at the customers expense.
If you require any further assistance, please contact Samsung again and we will be more than happy to help.
Kind regards
Vincent
Online Support Team
MoJo said:You don''''t seem to understand what I am saying. The TV has TWO sets of firmware. One is the main TV firmware which is available to download on your web site. I already have the latest version of that and am happy with it.
The second firmware is the Freeview firmware, which is out of date. I need to update it. One of the fixes in the new version makes the channels change at an acceptable speed. The problem has nothing to do with batteries, returning or anything like that (I have tried it all), it is due to the firmware having bugs.
Please send an engineer to update the Freeview firmware, or supply me with software to do it myself, or direct me to a service centre who can do it.
Just to be 100 clear: I am not asking about the TV firmware which is available on your web site. This is the Freeview firmware, completely separate and not available for download anywhere. It was broadcast over the air around 2009/2010 but I did not get it. I need to it fix the slow channel changing problem. Do not tell me to change the batteries or anything like that, just tell me how you are going to update the Freeview firmware.
By the way, I am going to post this entire conversation on my blog. Please try to resolve the problem instead of just repeating the same useless and irrelevant advice.
Samsung said:Thank you for contacting Samsung and I have pleasure in providing the following assistance.
I am sorry that you feel I have misunderstood your email.
From what I understand of your email is you feel there are two sets of firmware and that you should be able to get the old version of firmware.
I wouold like to please reiterate that the latest version of firmware is an update for any previous version.
That is to say it includes previous updates, as well as more changes to the firmware to further improve the operation of your television.
If you say that you have the latest version of firmware from the website then there is no other firmware version available for that television. The latest firmware for your television should be T-AMBPEUMD-1023.0.
You cannot reverse a firmware upgrade. However what you appear to be asking is to roll back the firmware updates on your television to a previous firmware version from the past. Unfortunately this cannot be done.
If you wish to contact your nearest service centre, I would direct you to the Samsung website, SAMSUNG, where you can find links to your nearest service centre.
I hope my explanation is of assistance to you.
If you require any further assistance, please contact Samsung again and we will be more than happy to help.
Kind regards
Vincent
Online Support Team
MoJo said:No no no, I am not saying I want to get an old version of the firmware. I want the latest one. The version I already have is old, I want to update it to the new one.
The problem is that there are two sets of firmware, and the T-AMBPEUMD-1023.0 firmware on your web site is not the one I want. I want the Freeview firmware, which is called T-PERLDEUC-1016. It is this firmware that has the fix for slow channel changing.
Really, this is not hard to understand. I want the latest version of the Freeview firmware, version T-PERLDEUC-1016.
Complete muppets
I don't think I will ever get this resolved and will end up having to return the TV for a partial refund. I was going to get a new one anyway, maybe a Toshiba or Panasonic, but never again a Samsung.