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sound equalizer not working after system update G920VVRU4DQL1
CHRFEL1
Enthusiast - Level 2
‎12-28-2017 04:59 PM

With the recent update, G920VVRU4DQL1, 12/27/2017, the sound equalizer no longer functions.  you cannot access the advanced sound options through the setting menu or the equalizer setting in the Samsung Music App.

I checked my wife's phone and her's has the same issue.

No sound app allows the equalizer to work.

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CHRFEL1
Enthusiast - Level 2
‎12-31-2017 05:40 AM

I tried the cache wife and came up with the same results.   No equalizer..

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CHRFEL1
Enthusiast - Level 2
‎12-31-2017 08:17 AM

I have gone through my App settings App manager and there is no SoundAlive app listed.  I searched the play store and there is no app called SoundAlive.

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CHRFEL1
Enthusiast - Level 2
‎01-01-2018 06:36 AM

I cannot perform a FDR due to security setting on my phone needed for work so I just downloaded DUB music player from the playstore and am using it for all my music.

I would prefer to use the built-in Samsung music player.

Looks like they messed up on this update.

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rush86
Enthusiast - Level 3
In response to CHRFEL1
‎01-01-2018 06:43 AM

Well I did a factory reset. And it still doesn't work. So Samsung or Verizon disabled it. Or one of them did it by accident, caused by the new update.

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stef7
Master - Level 2
In response to rush86
‎01-01-2018 12:47 PM

I'd contact Samsung tech support. I highly doubt Verizon disabled that feature.

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rush86
Enthusiast - Level 3
In response to stef7
‎01-01-2018 12:57 PM

Yea that's what ill have to do. But i highly doubt they'll fix it anytime soon.

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TamaraH_VZW
Verizon Employee
‎01-04-2018 05:38 AM

As of 1/4/2018 I received some details on this matter regarding the equalizer since the software update. They found the Artefact for Sound Quality and Effects does not exist with the recent update and it is obsolete, however,  the issue will be fixed with the next software update for this model.  There is no ETA at this time.

TamaraH_VZW

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If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

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rush86
Enthusiast - Level 3
In response to TamaraH_VZW
‎01-04-2018 05:59 AM

Thank you very much for the info. Glad it will be fixed eventually.

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AVT2001
Enthusiast - Level 1
In response to TamaraH_VZW
‎01-05-2018 01:53 AM

No ETA?

We can't roll back the update and have normal functioning phones again?

I have a 3rd replacement phone being sent to me this week for this issue.

At least we now know we are just wasting time and energy with frustrations due to a software update we were recommended (forced) to install.

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rush86
Enthusiast - Level 3
In response to AVT2001
‎01-05-2018 07:05 AM

You got a replacement phone. Just cause the sound enhancer and equalizers don't work? Everything else works fine. I downloaded sony music center for now. Which i use to play my music. It has a bass customisation option, and sound equalizer. You aren't forced to install an update. When the notification pops up just hit back or the home key. You can just keep ignoring it and never install the update. As far as i know the update won't start by it self.  I do hesitate though when software updates come out for anything. So many things get broken cause of them.

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vzw_customer_support
Customer Service Rep
In response to AVT2001
‎01-07-2018 06:15 AM

AVT2001,

 

I know how important it is to want your device to function as you would like. I am sorry to hear the number of replacement devices you have gone through, as well. As this is a software related concern, unfortunately, replacement devices will have the same issues until the new software is released. I do apologize as there is no ETA at this point regarding the software update to address the equalizer concern, at this moment, per Samsung. There is no way to remove the most recent software on the device once it has been updated, without voiding the warranty of the device at this point. I can assure you Samsung is working diligently to address the non-functioning equalizer. If you have any additional concerns I would suggest reaching out to Samsung directly for any alternate options. http://spr.ly/6585DJFeX

 

LindseyT_VZW

Follow us on Twitter @VZWSupport

If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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TamaraH_VZW
Verizon Employee
‎05-07-2018 07:40 AM

Thank you all for bringing this matter to our attention. This issue was addressed by SU25 Software version: NRD90M.G920VVRU4DRD2.The Software update is available now. Please upgrade the device and test the sound equalizer again.

Samsung Galaxy S 6 Software Update | Verizon Wireless

TamaraH_VZW

Follow us on TWITTER @VZWSupport

If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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