Samsung HT-J5500 home theater issue.

Question

Hello everyone, My home cinema has been acting up since yesterday; it's trying to read a disc when there's no disc in it. It's stuck in a loop: reading the disc/loading/no disc... I can't do anything else. When I put a disc in, it doesn't recognize it, and when I open the player, it closes by itself. I tried holding the stop button for 5 seconds in standby mode, reset appears and that's it; I can't do the same thing with the home cinema powered on. Has anyone had this problem before?

JeuneL · Accepted Answer

It is useless to overwhelm customer service if it is a technical issue that has arisen across the entire series; it is a serious problem, and the solution has to be developed before being disseminated.  Warranty or no warranty.  We need to be patient, perhaps list the people who have posted in this topic and send "ONE" group email requesting Samsung to come into this topic and communicate when a solution has been found.

mfrdmn · Answer

Hello, My home theater has exactly the same problem! I also tried resetting it and unplugging/replugging the HDMI cable that connects it to my TV, but nothing worked. I hope to find a solution quickly..

Enawel · Answer

Hello,  Since this morning, I'm experiencing exactly the same issue. However, when I turned on the home cinema, an update was done without my approval... And since then, nothing I do helps; resetting didn't solve anything, nor did unplugging/replugging. If you have any ideas, I'm all ears.

Alex29Prz · Answer

Hello, I'm having the same problem as you. Since this morning, it's impossible to get my home theater hj5500 to work. I've also tried to reset it, but it's still the same; the player keeps trying to read a CD in a loop, and it's impossible to do anything else since the image skips every time.

Mike · Answer

Doesn't work for me either. The image just keeps jumping, it's impossible to access the USB stick. I'm so frustrated, if this doesn't get fixed, it's going in the trash, it's been out of warranty for a long time. And I don't think Samsung will do anything for free, even if it's their fault since, coincidentally, we all have the same problem on the same day.

ProstTheFrog · Answer

Hello,  thank you all for sharing this information. I discovered today that I have exactly the same problem as you. It indeed seems to be a recent firmware update for the device, knowing that I had left the automatic updates enabled. Once the issue is resolved, I will be sure to disable this auto update... Have a nice rest of the day.

titi42 · Answer

Hello  I have exactly the same problem since today at 1 PM.

Nicolas · Answer

I also have the same problem as you. I just contacted Samsung's customer service, and they told me that if several of us complain, they will look into the issue. Personally, I suspect planned obsolescence, but I want to believe in their good faith!! Thank you for contacting them at 0148630000 option 1 so that we can unite our forces. I’m counting on you, and personally, I'm not going to let this go. I'm fed up with planned obsolescence!!!!!!!!!!!!!!!!!!!!!!!!

Akcarj · Answer

Good evening. Same for me, I've been experiencing the exact same issue since June 18th. Constant rebooting on load and no disc. I've also sent an email and I will call them shortly. I'm fed up ☹ if anyone has a response, thank you all for your help.

Gemain · Answer

Exactly the same problem on 06/18/2020 in the morning with HT-J5550W.  The housing of the two rear speakers is flashing red and blue.  When I switch to the HDMI port of the home cinema, the Samsung loading screen restarts in a loop with a clicking sound coming from the player.  I unplugged everything and reconnected, nothing changed.    Given what I read here, it's not a coincidence.    I hope it's a faulty update and I'm curious to see how Samsung will resolve this issue.

Gemain · Answer

I uploaded a video on YouTube that shows the problem I'm having at home    https://youtu.be/eineSP4ZKoE

Mike · Answer

Here is Samsung's response to my email.   I am following up on your email regarding the malfunction of your home cinema system model: HT-J5500/ZF. I am truly sorry for the issue you are experiencing. I will try to help you resolve the malfunction of your device. First, I invite you to perform an electrical reset of your home cinema system as follows:  - unplug your home cinema system from the power supply  - disconnect all devices connected to your home cinema system  - press the "Off" button on your remote control, in front of the home cinema system, for 15-20 seconds  If the issue persists, I advise you to reset the home cinema system:   (We recommend noting your settings for easy restoration after the reset.)  The security PIN code will revert to its original: 1111, 0000, or 1234.  If the problem still persists, please note that this malfunction is known and is being addressed by our technicians.  In this case, please contact us again in a few days. Thank you for reaching out to us.  I hope this information has been helpful, and I wish you a good day. If you need further assistance, you can always contact us.

Yoyann19 · Answer

Hello I'm having the same issue as well... I saw that they say we can do an update, but how? Thanks

Phil91 · Answer

Hello, I have the same problem as everyone else, we just have to wait for a new update. Best regards

Vince · Answer

Good evening, Same problem since yesterday.

Aslan42340 · Answer

Same since this evening, I hope they'll do an automatic update.

Cristelle · Answer

I'm having the same problem since yesterday, I've tried everything just like you all. I hope Samsung will fix this.

Madeda · Answer

Don't hesitate to call 0148630000 and complain, they even answer on Saturdays. The more of us there are, the more seriously they will take us. I was told that the issue should be resolved within the week... To be continued.

Pierre · Answer

Hello, we have the same problem too, it smells like a botched software update... Because we're all having the same issue at the same time!! The best thing to do is to keep our device plugged in while hoping for an update very soon, otherwise we'll have to take action against Samsung. Pierre

Mgabi96 · Answer

Same problem... A shame

phil91410 · Answer

Hello, you need to call the phone number provided by a member; the case is registered with Samsung. It's a global issue, and don't forget to mention the forum you're on.

Luc · Answer

I have the same problem too.

remi407 · Answer

I also have the same problem... out of warranty since January, so they are asking me to incur expenses with an authorized repair service that they recommend... Since the problem results from a bad update, I believe we should band together to file a complaint against Samsung in order to seek compensation.

Cristelle · Answer

Samsung really needs to find a solution; they're telling us all to do the same thing and in the end, nothing????

THIERRY · Answer

I have contacted customer service several times, no news.

FLO · Answer

I have the same problem as you for a week let's hope they will quickly find a solution it smells like a scam or hacking

After58 · Answer

Same issue. Here is the customer service response:  I am following up on your email regarding a malfunction with your home theater system "HT-J5500". We sincerely apologize for the malfunction you are experiencing. We are aware of the issue and are doing everything possible to resolve it quickly.  A solution will be sent to you as soon as possible.  Please accept our apologies once again for this inconvenience.  Thank you for contacting us, and we wish you an excellent day.  If you need further assistance, I invite you to contact us.    Thank you, and see you soon, Yassir, your Samsung advisor.

After58 · Answer

Thank you for the information, I will go check the website to find out where my nearest repair point is located.

DjenaGSH · Answer

I have exactly the same problem since the 18th!! I thought I was the only one, but apparently we're all in the same situation. I will contact them tomorrow morning.

Carine · Answer

Hello  I bought a first Samsung that lasted 3 years, impossible to read a DVD, it keeps spinning without being able to read it. I bought a new one and since June 20, there's no sound coming from the home theater, and when I try to go online, it freezes, making it impossible to use. And just by chance, it’s 3 years old, purchased in September 2017. Do you have any solutions? Thank you.

After58 · Answer

Two emails were sent to Samsung, the first response told me that Samsung was aware and that they were looking for a solution. I sent a second email warning them that they better find a solution for all those concerned, and that I would be notifying the media. I am waiting for their response. Shameful on their part.

mehdi · Answer

Good evening, I'm having the same issue and the reset doesn't solve the problem.

JeuneL · Answer

Hello everyone,  Do all the people who are complaining have the same device mentioned in the title?    HC ht-j5500  I've read that some think an update might have caused this problem, while others say they've had this issue even when their device isn't connected to the internet?  So could it be a clock issue or worse, a programmed issue?

Carine · Answer

Yes exactly the same device.

Thierry · Answer

Hello I follow up with customer service every day Only one response, the same as yours I will continue every day until I get a concrete answer.

Samsung HT-J5500 home theater issue.

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