Excellent Service Guide

SWA CS Team
Title ESG 20221205 Latest Software’s upgrade Guidelines– Dec’22
ESG Date 05th Dec 2022 Requester Tech Support
ESG Type Quick Technical Information Product /Model DTV [A, B & T Series Models]

Purpose :
 To inform and update all MSCs, VOC & Call Center agents about latest software versions
for DTV models (for performance enhancement) as on 05th Dec’22.
 To reiterate the service partner to check & upgrade the latest TV software while visiting customer for any
type of service call (like repair / Demo / Installation )

Guidelines :
 MSC’s should download the below listed latest software versions of DTV models [A, B & T Series] and
provide the same to engineers in a single USB.
 Engineer to check and upgrade the TV software while visiting customer for any type of service call (like
repair / Demo / Installation )
 Engineer to mention the latest software on the Job Sheet / CSR card
 Back end officer to enter the software version mentioned by engineer against that call in “New software”
field in GSPN while call closure.

Summary of Latest software versions engineer to carry in a single USB:

Old Version Latest Version
# Software Name Series Model Series Status
on 07th Nov’22 on 05th Dec’22
1 T-OSCPBUABC 1403.6 1403.6 B 8K Neo QLED [QN800B; QN900B] No Change
2 T-OSCSBUABC 1315.0 1315.0 B 8K Neo QLED [QN700B] No Change
3 T-PTMUABC 1403.6 1403.6 B Q70; Q80; 4K Neo QLED; Lifestyle No Change
4 T-NKLBUABC 1403.6 1403.6 B Q60B No Change
5 T-KSU2EBUABC 1403.6 1403.6 B BU8000; BU8570 No Change
6 T-KSU2EPWWC 1310.0 1310.0 B LSP3B [Freestyle] No Change
7 T-OSCPUABC 2101.1 2111.1 A 8K Neo QLED Changed
8 T-NKM2UABC 2101.0 2111.1 A Q70; Q80; 4K Neo QLED; Frame Changed
9 T-NKLAUABC 2101.0 2111.1 A Q60A; AU9K; AU8K Changed
10 T-KSU2EUABC 2101.0 2111.1 A AU7K; AUE70; AUE60;AUE65 Changed
11 T-KSU2PUABC 2300.9 2300.9 T LSP9T; LSP7T [Premiere] No Change
12 T-KTS2UABC 2303.1 2303.1 T T4; T5; TE40; TE50 No Change
13 T-NKMUABC 2303.1 2303.1 T Lifestyle; 8K QLED; Q70~Q95 No Change
14 T-NKLUABC 2303.1 2303.1 T Q60; TU8; TUE60 No Change
15 T-KTSU2UABC 2303.1 2303.1 T TU7200 No Change
16 TOL-MV53BUABC 1006.0 1006.0 T T4110; T4150 No Change

Page 1 of 8 Service Excellence Beyond Imagination

Excellent Service Guide
SWA CS Team
Title ESG 20221205 Latest Software’s upgrade Guidelines– Dec’22
ESG Date 05th Dec 2022 Requester Tech Support
ESG Type Quick Technical Information Product /Model DTV [A, B & T Series Models]

Steps to Download the software version from GSPN:

Method 1 :
1. Go to “KNOWLEDGE“ tab in the GSPN
2. Enter the software version as mentioned in slide 1 in Search Bar just under KNOWLEDGE Tab & Search
3. New Window will appear which will show the software version link, click on it
4. software version exe link will display, right click on it to download the software

Method 2 :
1. Go to “Knowledge “ tab in the GSPN
2. Enter the model name as mentioned in Search Bar just under HOME tab & Search
3. Model details including software will appear in right side of page

Page 2 of 8 Service Excellence Beyond Imagination

Excellent Service Guide
SWA CS Team
Title ESG 20221205 Latest Software’s upgrade Guidelines– Dec’22
ESG Date 05th Dec 2022 Requester Tech Support
ESG Type Quick Technical Information Product /Model DTV [A, B & T Series Models]

Steps to Download the software version from GSPN:

4. Click on the number showing under “software” Tab

5. software version information will appear in new line under it
6. Click on software version, new window will open showing the
software version “exe” file to download
7. Right click on it to download the software

1. Save the “exe” file and run it and then copy the folder after that in USB
2. Pls ensure the name of folder must be the name of software version as mentioned in slide 1

Page 3 of 8 Service Excellence Beyond Imagination

Excellent Service Guide
SWA CS Team
Title ESG 20221205 Latest Software’s upgrade Guidelines– Dec’22
ESG Date 05th Dec 2022 Requester Tech Support
ESG Type Quick Technical Information Product /Model DTV [A, B & T Series Models]

Steps to Upgrade the software version in TV thru USB:

1. Insert the USB drive containing the software’s as below (on home page of USB) in to USB port of
TV

2. “MERGE.bin” is the software for UA43K5002 model with version “V2.40”. It should not be kept in
any folder
3. Ensure the name of folder must be the name of software version as per above picture
4. Turn On the TV and wait till picture comes
5. Press the “Menu” Key in Remote, go to “Support” and then “Software Update” option

Page 4 of 8 Service Excellence Beyond Imagination

Excellent Service Guide
SWA CS Team
Title ESG 20221205 Latest Software’s upgrade Guidelines– Dec’22
ESG Date 05th Dec 2022 Requester Tech Support
ESG Type Quick Technical Information Product /Model DTV [A, B & T Series Models]

6. Then go to “Update Now”, message for searching the update files will display. Press Yes.

7. Press Yes, then TV will start upgrading.

9. After successful software upgrade, TV will turn off and then back ON by itself.

Software Version changed (Model wise) – Released in Nov’22 :

Engineer must replace below old software versions in his USB disk with Latest versions.
S.No Model No. Size Series Software Name Old FW New FW
1 UA43AU7500KLXL 43 AU T-KSU2EUABC 2101.0 2111.1
2 UA50AU7500KLXL 50 AU T-KSU2EUABC 2101.0 2111.1
3 UA55AU7500KLXL 55 AU T-KSU2EUABC 2101.0 2111.1
4 UA65AU7500KLXL 65 AU T-KSU2EUABC 2101.0 2111.1
5 UA43AU7700KLXL 43 AU T-KSU2EUABC 2101.0 2111.1
6 UA50AU7700KLXL 50 AU T-KSU2EUABC 2101.0 2111.1
7 UA55AU7700KLXL 55 AU T-KSU2EUABC 2101.0 2111.1
8 UA65AU7700KLXL 65 AU T-KSU2EUABC 2101.0 2111.1
9 UA70AU7700KLXL 70 AU T-KSU2EUABC 2101.0 2111.1
10 UA75AU7700KXXL 75 AU T-KSU2EUABC 2101.0 2111.1
11 UA43AUE60AKLXL 43 AU T-KSU2EUABC 2101.0 2111.1
12 UA50AUE60AKLXL 50 AU T-KSU2EUABC 2101.0 2111.1
13 UA55AUE60AKLXL 55 AU T-KSU2EUABC 2101.0 2111.1
14 UA58AUE60AKXXL 58 AU T-KSU2EUABC 2101.0 2111.1
15 UA65AUE60AKLXL 65 AU T-KSU2EUABC 2101.0 2111.1
16 UA43AUE70AKLXL 43 AU T-KSU2EUABC 2101.0 2111.1
17 UA50AUE70AKLXL 50 AU T-KSU2EUABC 2101.0 2111.1
18 UA55AUE70AKLXL 55 AU T-KSU2EUABC 2101.0 2111.1
19 UA58AUE70AKLXL 58 AU T-KSU2EUABC 2101.0 2111.1
20 UA65AUE70AKLXL 65 AU T-KSU2EUABC 2101.0 2111.1
21 UA43AU8000KLXL 43 AU T-NKLAUABC 2101.0 2111.1
22 UA50AU8000KLXL 50 AU T-NKLAUABC 2101.0 2111.1
23 UA55AU8000KLXL 55 AU T-NKLAUABC 2101.0 2111.1

Page 5 of 8 Service Excellence Beyond Imagination

Excellent Service Guide
SWA CS Team
Title ESG 20221205 Latest Software’s upgrade Guidelines– Dec’22
ESG Date 05th Dec 2022 Requester Tech Support
ESG Type Quick Technical Information Product /Model DTV [A, B & T Series Models]

S.No Model No. Size Series Software Name Old FW New FW

24 UA60AU8000KLXL 60 AU T-NKLAUABC 2101.0 2111.1
25 UA65AU8000KLXL 65 AU T-NKLAUABC 2101.0 2111.1
26 UA75AU8000KLXL 75 AU T-NKLAUABC 2101.0 2111.1
27 UA75AU8000KXXL 75 AU T-NKLAUABC 2101.0 2111.1
28 UA85AU8000KXXL 85 AU T-NKLAUABC 2101.0 2111.1
29 UA43AU8200KLXL 43 AU T-NKLAUABC 2101.0 2111.1
30 UA55AU8200KLXL 55 AU T-NKLAUABC 2101.0 2111.1
31 UA65AU8200KLXL 65 AU T-NKLAUABC 2101.0 2111.1
32 UA75AU8200KLXL 75 AU T-NKLAUABC 2101.0 2111.1
33 UA75AU8200KXXL 75 AU T-NKLAUABC 2101.0 2111.1
34 UA43AU9070ULXL 43 AU T-NKLAUABC 2101.0 2111.1
35 UA55AU9070ULXL 55 AU T-NKLAUABC 2101.0 2111.1
36 UA65AU9070ULXL 65 AU T-NKLAUABC 2101.0 2111.1
37 QA43Q60AAKLXL 43 QLED T-NKLAUABC 2101.0 2111.1
38 QA50Q60AAKLXL 50 QLED T-NKLAUABC 2101.0 2111.1
39 QA55Q60AAKLXL 55 QLED T-NKLAUABC 2101.0 2111.1
40 QA65Q60AAKXXL 65 QLED T-NKLAUABC 2101.0 2111.1
41 QA65Q60AAKLXL 65 QLED T-NKLAUABC 2101.0 2111.1
42 QA75Q60AAKXXL 75 QLED T-NKLAUABC 2101.0 2111.1
43 QA43Q60ABKLXL 43 QLED T-NKLAUABC 2101.0 2111.1
44 QA50Q60ABKLXL 50 QLED T-NKLAUABC 2101.0 2111.1
45 QA55Q60ABKLXL 55 QLED T-NKLAUABC 2101.0 2111.1
46 QA75Q60ABKXXL 75 QLED T-NKLAUABC 2101.0 2111.1
47 QA43LS03AAKLXL 43 Frame T-NKM2UABC 2101.0 2111.1
48 QA50LS03AAKLXL 50 Frame T-NKM2UABC 2101.0 2111.1
49 QA55LS03AAKLXL 55 Frame T-NKM2UABC 2101.0 2111.1
50 QA65LS03AAKLXL 65 Frame T-NKM2UABC 2101.0 2111.1
51 QA75LS03AAKXXL 75 Frame T-NKM2UABC 2101.0 2111.1
52 QA55Q70AAKLXL 55 QLED T-NKM2UABC 2101.0 2111.1
53 QA65Q70AAKLXL 65 QLED T-NKM2UABC 2101.0 2111.1
54 QA75Q70AAKXXL 75 QLED T-NKM2UABC 2101.0 2111.1
55 QA85Q70AAKXXL 85 QLED T-NKM2UABC 2101.0 2111.1
56 QA50Q80AAKLXL 50 QLED T-NKM2UABC 2101.0 2111.1
57 QA55Q80AAKLXL 55 QLED T-NKM2UABC 2101.0 2111.1
58 QA65Q80AAKLXL 65 QLED T-NKM2UABC 2101.0 2111.1
59 QA55QN85AAKLXL 55 Neo 4K T-NKM2UABC 2101.0 2111.1
60 QA65QN85AAKLXL 65 Neo 4K T-NKM2UABC 2101.0 2111.1

Page 6 of 8 Service Excellence Beyond Imagination

Excellent Service Guide
SWA CS Team
Title ESG 20221205 Latest Software’s upgrade Guidelines– Dec’22
ESG Date 05th Dec 2022 Requester Tech Support
ESG Type Quick Technical Information Product /Model DTV [A, B & T Series Models]

S.No Model No. Size Series Software Name Old FW New FW

61 QA75QN85AAKXXL 75 Neo 4K T-NKM2UABC 2101.0 2111.1
62 QA43QN90AAKLXL 43 Neo 4K T-NKM2UABC 2101.0 2111.1
63 QA50QN90AAKLXL 50 Neo 4K T-NKM2UABC 2101.0 2111.1
64 QA55QN90AAKLXL 55 Neo 4K T-NKM2UABC 2101.0 2111.1
65 QA65QN90AAKLXL 65 Neo 4K T-NKM2UABC 2101.0 2111.1
66 QA85QN90AAKXXL 85 Neo 4K T-NKM2UABC 2101.0 2111.1
67 QA98QN90AAKXXL 98 Neo 4K T-NKM2UABC 2101.0 2111.1
68 QA65QN700AKXXL 65 Neo 8K T-OSCPUABC 2101.1 2111.1
69 QA65QN800AKXXL 65 Neo 8K T-OSCPUABC 2101.1 2111.1
70 QA75QN800AKXXL 75 Neo 8K T-OSCPUABC 2101.1 2111.1
71 QA85QN900AKXXL 85 Neo 8K T-OSCPUABC 2101.1 2111.1

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Excellent Service Guide
SWA CS Team
Distribution List : CS Portal

Job Role Applicable Applicable

HO001~HO - SWA CS Team  BO002 ~ BO – Branch service(SAARC) 

HO002~HO - Service operation group  CC01 ~ CCC – Manager 

HO003~HO - Technical support group  CC002 ~ CCC – Others 
HO004~HO - Parts operation group  CC03 ~ CCC - TA(AV) 
HO005~HO - CS academy group  CC04 ~ CCC - TA(HA)

HO006~HO - Customer experience group  CC05 ~ CCC - TA(IT)

HO007~HO - Strategic planning group CC06 ~ CCC - TA(HHP)

HO008~HO - Biz Process innovation group CC07 ~ CCC - TA(HME)

HO009~HO - Channel support group  CC08 ~ CCC - TA(B2B) 

HO010~HO - SVC administration group CC09 ~ CCC - Dealer Hotline 
BO001 ~ BO – Branch service(India)  CC010 ~ CCC - Happy Call

Distribution List : G-SPN

Job Role Applicable Job Role Applicable

P101 ~ Partner(HHP) - Center Manager P116 ~ Partner - Engineer(HME)

P102 ~ Partner(HHP) - Administration P117 ~ Partner - Engineer(Demo) 

P103 ~ Partner(HHP) - Parts Controller P118 ~ Partner - Engineer(Installation) 

P104 ~ Partner(HHP) - SVC Tracking P201 ~ Partner(RB) - Center Manager 

P105 ~ Partner(HHP) - Engineer Supervisor P202 ~ Partner(RB) - Administration

P106 ~ Partner(HHP) - Engineer P203 ~ Partner(RB) - Parts Controller

P107 ~ Partner - Center Manager  P204 ~ Partner(RB) - SVC Tracking

P108 ~ Partner – Administration  P205 ~ Partner(RB) - Engineer Supervisor 

P109 ~ Partner - Parts Controller P206 ~ Partner(RB) - Engineer

P110 ~ Partner - SVC Tracking  P301 ~ Partner(L4) - Center Manager

P111 ~ Partner - Engineer Supervisor  P302 ~ Partner(L4) - Administration

P112 ~ Partner - Engineer(AV)  P303 ~ Partner(L4) - Parts Controller

P113 ~ Partner - Engineer(HA) P304 ~ Partner(L4) - SVC Tracking

P114 ~ Partner - Engineer(IT) P305 ~ Partner(L4) - Engineer Supervisor

P115 ~ Partner - Engineer(HHP) P306 ~ Partner(L4) - Engineer

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