It looks like the latest update to Samsung Media Hub that is on the Market is causing users to not be able to access their purchased media. Several complaints already, see screenshot.
I initiated a chat session with Samsung, chat session below. In the end, their solution wasn't much of a solution. Is anybody else experiencing a similar issue or have any recommendations?
Chat start time Jan 25, 2012 10:37:52 PM EST
Chat end time Jan 25, 2012 11:05:35 PM EST
Duration (actual chatting time) 00:27:43
Operator Monica
Chat Transcript
info: Please wait for a Samsung Agent to respond.
info: You are now chatting with 'Monica'. There will be a brief survey at the end of our chat to share feedback on my performance today.
info: Your Issue ID for this chat is XXXXXXXXXXXX (edited #).
Monica: Hi, thank you for contacting Samsung Technical Support. How may I help you today?
Visitor: I have the Verizon Galaxy 10.1. Recently, while using my Media Hub app, it required I install an update. However, the update is not installing and the Market says my device is not compatible, I can't access media hub to view my purchased movies. Judging by other comments on the market, this is a know problem with the latest update, can you help?
Monica: Please allow me to go through the inquiry.
Monica: I understand that you are facing an issue with Media Hub on the tab, am I correct?
Visitor: Yes
Monica: Thank you for the confirmation.
Monica: May I know the model number of your tab?
Visitor: It is the SCH-I905, Verizon Galaxy LTE 10.1 Tab
Monica: Thank you for the information.
Visitor: Hardware Version i905.03
Visitor: Android Version 3.2
Monica: I will assist you with the required information.
Monica: Please be on hold while I gather the device details for you.
Visitor: OK, thank you.
Monica: Thank you for holding.
Monica: May I know the exact error message you are getting when you are trying to install?
Visitor: Yes, a prompt appears when I enter Media Hub which says "Update Tab" "OK" or "Cancel". I am then taken to the Market when I select OK..... hold please
Monica: Sure, I will wait for you.
Visitor: As I was doing this, now it is letting me download.... I had reset my tab, maybe that did the trick... standby
Monica: Sure.
Visitor: Now there is another issue. The update downloaded and installed. I then opened Media Hub, went to My Media, it required I log in which I did... I was then taken to an "Account Information" page where I am being asked to update my birthday. I enter my birthday but the button to click save is greyed out and it wont let me proceed to update the info or continue to use Media Hub in any way....
Monica: Thank you for the information.
Visitor: I have taken a screen capture which I can email if you like??
Monica: Please try to turn OFF the tab and wait for 30 seconds and then try to turn ON and then try to access Media Hub on the device.
Visitor: OK, standby
Visitor: Device powered down... waiting 30 seconds
Monica: Sure, I will wait for your response.
Visitor: Powering back on
Monica: Now, try to access Media Hub and let me know the status.
Visitor: Back to home screen, accessing Media Hub...
Monica: Let me know if the issue still persists.
Visitor: entering password to log on to media hub as prompted...
Monica: Thank you for posting information.
Visitor: redirected to "Account Info" page to enter birthdate, save option is greyed out, problem persists...
Monica: I am sorry for the inconvenience caused to you.
Monica: Let us troubleshoot the issue by resetting the device to Factory Default settings.
Visitor: will that wipe out all my apps and saved data on the device?
Monica: All of your phone memory will be erased. I understand the importance of the data but to find out the root cause of the issue we need to reset the device to Factory Default settings.
Monica: Shall I proceed with the steps?
Visitor: I'm not sure a reset is the correct approach. Others on the market have complained of a similar issue on your Samsung Android Market Page. If I will lose all of my paid apps, data, home screen settings, and layout, the time it would take to reset does not appear worth the trouble. Also, a wipe and reset to factory default is like taking a nuclear bomb to the issue and going back to the stone age instead of seeing what the problem is.
Visitor: Is it possible you can log on to my device and troubleshoot?
Visitor: Or is it possible you can manually set my birthdate on my account since that is what the media hub wants?
Monica: I am sorry to inform you that we do not have the remote access to troubleshoot the device. I understand your concern. At this point of time I recommend you contact Our Samsung Voice Support team to assist you further in this regard.
Visitor: Can you provide the phone number, I will call them now. Are they open?
Monica: You can contact our Galaxy Tab voice support team at 1-800-Samsung (1-800-726-7864) anyday between 9:00 a.m. and 9:00 p.m(EST).
Monica: Please try to contact them after couple of hours.
Visitor: Thank you ... I will contact them...
Monica: They will assist you and will isolate the issue.
Monica: If there was possibility to help I would have surely helped you.
Visitor: thanks again... I understand
Follow Up:
I called Samsung Support and spoke to some lady who pretty much suggested to me the same thing, wipe back to the stone age and see what happens. I asked if she could access my Media Hub Account Data and set my date of birth, since that is what Media Hub apparently wants, and I also asked if Samsung was aware of this known issue based on comments on their Market Page and the rep suggested I call back in the morning and speak to Level 2 support. I will do so and report back.
I initiated a chat session with Samsung, chat session below. In the end, their solution wasn't much of a solution. Is anybody else experiencing a similar issue or have any recommendations?
Chat start time Jan 25, 2012 10:37:52 PM EST
Chat end time Jan 25, 2012 11:05:35 PM EST
Duration (actual chatting time) 00:27:43
Operator Monica
Chat Transcript
info: Please wait for a Samsung Agent to respond.
info: You are now chatting with 'Monica'. There will be a brief survey at the end of our chat to share feedback on my performance today.
info: Your Issue ID for this chat is XXXXXXXXXXXX (edited #).
Monica: Hi, thank you for contacting Samsung Technical Support. How may I help you today?
Visitor: I have the Verizon Galaxy 10.1. Recently, while using my Media Hub app, it required I install an update. However, the update is not installing and the Market says my device is not compatible, I can't access media hub to view my purchased movies. Judging by other comments on the market, this is a know problem with the latest update, can you help?
Monica: Please allow me to go through the inquiry.
Monica: I understand that you are facing an issue with Media Hub on the tab, am I correct?
Visitor: Yes
Monica: Thank you for the confirmation.
Monica: May I know the model number of your tab?
Visitor: It is the SCH-I905, Verizon Galaxy LTE 10.1 Tab
Monica: Thank you for the information.
Visitor: Hardware Version i905.03
Visitor: Android Version 3.2
Monica: I will assist you with the required information.
Monica: Please be on hold while I gather the device details for you.
Visitor: OK, thank you.
Monica: Thank you for holding.
Monica: May I know the exact error message you are getting when you are trying to install?
Visitor: Yes, a prompt appears when I enter Media Hub which says "Update Tab" "OK" or "Cancel". I am then taken to the Market when I select OK..... hold please
Monica: Sure, I will wait for you.
Visitor: As I was doing this, now it is letting me download.... I had reset my tab, maybe that did the trick... standby
Monica: Sure.
Visitor: Now there is another issue. The update downloaded and installed. I then opened Media Hub, went to My Media, it required I log in which I did... I was then taken to an "Account Information" page where I am being asked to update my birthday. I enter my birthday but the button to click save is greyed out and it wont let me proceed to update the info or continue to use Media Hub in any way....
Monica: Thank you for the information.
Visitor: I have taken a screen capture which I can email if you like??
Monica: Please try to turn OFF the tab and wait for 30 seconds and then try to turn ON and then try to access Media Hub on the device.
Visitor: OK, standby
Visitor: Device powered down... waiting 30 seconds
Monica: Sure, I will wait for your response.
Visitor: Powering back on
Monica: Now, try to access Media Hub and let me know the status.
Visitor: Back to home screen, accessing Media Hub...
Monica: Let me know if the issue still persists.
Visitor: entering password to log on to media hub as prompted...
Monica: Thank you for posting information.
Visitor: redirected to "Account Info" page to enter birthdate, save option is greyed out, problem persists...
Monica: I am sorry for the inconvenience caused to you.
Monica: Let us troubleshoot the issue by resetting the device to Factory Default settings.
Visitor: will that wipe out all my apps and saved data on the device?
Monica: All of your phone memory will be erased. I understand the importance of the data but to find out the root cause of the issue we need to reset the device to Factory Default settings.
Monica: Shall I proceed with the steps?
Visitor: I'm not sure a reset is the correct approach. Others on the market have complained of a similar issue on your Samsung Android Market Page. If I will lose all of my paid apps, data, home screen settings, and layout, the time it would take to reset does not appear worth the trouble. Also, a wipe and reset to factory default is like taking a nuclear bomb to the issue and going back to the stone age instead of seeing what the problem is.
Visitor: Is it possible you can log on to my device and troubleshoot?
Visitor: Or is it possible you can manually set my birthdate on my account since that is what the media hub wants?
Monica: I am sorry to inform you that we do not have the remote access to troubleshoot the device. I understand your concern. At this point of time I recommend you contact Our Samsung Voice Support team to assist you further in this regard.
Visitor: Can you provide the phone number, I will call them now. Are they open?
Monica: You can contact our Galaxy Tab voice support team at 1-800-Samsung (1-800-726-7864) anyday between 9:00 a.m. and 9:00 p.m(EST).
Monica: Please try to contact them after couple of hours.
Visitor: Thank you ... I will contact them...
Monica: They will assist you and will isolate the issue.
Monica: If there was possibility to help I would have surely helped you.
Visitor: thanks again... I understand
Follow Up:
I called Samsung Support and spoke to some lady who pretty much suggested to me the same thing, wipe back to the stone age and see what happens. I asked if she could access my Media Hub Account Data and set my date of birth, since that is what Media Hub apparently wants, and I also asked if Samsung was aware of this known issue based on comments on their Market Page and the rep suggested I call back in the morning and speak to Level 2 support. I will do so and report back.
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