Beware of Hisense 'Smart' TVs when it comes to their Software Support!

Gunderman456 · May 1, 2024

On April 27, 2024, I contacted Hisense to ask for the latest firmware as the 'Smart' component of the TV (Model: 40H5509) was not working properly. Their website failed to provide any updates for my TV model. My 'Smart' TV returns with an out of memory error when I try to launch or during play of some apps obtained from the app store. Also, when I select most apps from the app store they do not pop-up under my apps. Under settings -> updates I checked and it says "up to date". I was hoping the latest firmware would fix the issues.

On April 28, 2024, Hisense asked for the invoice (purchased at Visions Electronics 2/10/2020). On April 29, 2024, Hisense acknowledged that there were no updates and suggested an Ottawa repair shop at my expense.

On April 29, 2024, I responded with "You need to support your TVs better. It can't be sell and forget. It's a software not a hardware issue. This does not bode well for continued Hisense patronage. Hisense needs to either update the TV software or make a new firmware (whichever solves the problem)." Software support for optimal use and operation needs to last way longer then a 1 year hardware warranty. Minimum 10+ years if not for the life of the 'Smart' TV. Otherwise the TV goes from being 'Smart' to a 'Dumb' TV pretty quickly.

I have not heard from Hisense since. I'm asking for either a software/firmware update that will provide full utilization of the 'Smart' feature suite of the TV or a TV replacement from Hisense.

I have since contacted the Better Business Bureau (BBB) Canada and filed a complaint for the lack of software support on some models of their 'Smart' TVs that are being rendered 'Dumb' TVs way before their time. I will also use social media and tech forums to report on these Hisense 'Smart' TV issues. I've also contacted Visions Electronics addressing the issues and to warn them that a business partnership with Hisense is leaving their business vulnerable.

We need to expose these big corpos that seem to care very little once they have our money!

Blameless · May 1, 2024

This is an unfortunate situation, but is par for the course, and I doubt there is any practical recourse. You might be able to get apps that are technically still compatible with the hardware running by freeing up more memory; disabling notifications and automatic startup for all apps may help.

Hisense shouldn't be referring you to a repair shop as there is no hardware fault, nor any official firmware fix. They should also probably have a disclaimer in the latest release firmware that warns users that the TV is no longer supported. However, what you're trying to do is the equivalent of running a modern web browser on a system that came with Windows 98. The TV is not guaranteed to work beyond the warranty period and expecting significant software support on a five year old budget model is not realistic.

Most smart TVs are 'smart' because the subsidies from adware and promotions makes the TV cheaper for the manufacturer while adding the appearance of greater value to most consumers. I doubt it's practical for the TV manufacturer to maintain multiple old versions of apps that they do not have direct control over. Failing to update those apps when they are updated would likely cause even greater compatibility issues.

Ultimately, this is a case of buyer beware. Any functionality that depends on a network connection is going to have an expiration date, even if the underlying hardware lasts forever, and that date may not be far off. At least the TV didn't self-destruct the day after the warranty expired (though we're getting there, I'm sure).

Gunderman456 · May 1, 2024

I've had tech supported for many years even after their use became obsolete.

Ohio Buckeye 06 · May 2, 2024

Newer user here, but in this situation here’s what I would do, and what I recommend do with smart TVs.

1. Factory reset your tv
2. Do a basic setup and pretend not to have internet access. If it requires it, make your phone a hotspot, connect long enough for the setup, then turn off the hotspot
3. Purchase a streaming device of your choice. In my case I use a 4k Fire stick (with a tcl roku TV lol)
4. Set your tv to always go to the HDMI port you plug the streaming device into when you power it on.

Then never ever ever connect your TV to the internet again.

I have a tcl roku TV and I have IT disconnected from the Internet in this manner. I have a fire stick plugged into HDMI port 1, and just have it go to that port each time it powers on. Would great. TV is about 3 years old now.

The thing with all these smart TVs is they are susceptible to these kinds of issues or to possibly being hacked. If someone messes up my 40 dollar Fire stick, boohoo I can always buy a new one.

Taint3dBulge · May 2, 2024

I have a 2021 TV, there is a special "update" you can do, go to where you check for updates, but instead of clicking update button, push the up button on the remote 3-6 times, a popup should appear, click ok. Hope that helps.

Gunderman456 · May 2, 2024

I have a Fire Stick on a 'non smart' HD TV and a Western Digital Media Player attached to another HD TV. A good trick once 'Smart' TVs are no longer supported which ideally would be long after purchase. Otherwise, customer protection laws should kick-in. If the laws have not caught up to the 'Smart' TV market by now than they should be updated.

The "Support" menu goes directly to a list that includes "Check Software Update" (there is no "update button" in isolation). Pressing up or down just scrolls the options in the "Support" menu.

Mergatroid · May 2, 2024

Gunderman456 said:
On April 27, 2024, I contacted Hisense to ask for the latest firmware as the 'Smart' component of the TV (Model: 40H5509) was not working properly. Their website failed to provide any updates for my TV model. My 'Smart' TV returns with an out of memory error when I try to launch or during play of some apps obtained from the app store. Also, when I select most apps from the app store they do not pop-up under my apps. Under settings -> updates I checked and it says "up to date". I was hoping the latest firmware would fix the issues.

On April 28, 2024, Hisense asked for the invoice (purchased at Visions Electronics 2/10/2020). On April 29, 2024, Hisense acknowledged that there were no updates and suggested an Ottawa repair shop at my expense.

On April 29, 2024, I responded with "You need to support your TVs better. It can't be sell and forget. It's a software not a hardware issue. This does not bode well for continued Hisense patronage. Hisense needs to either update the TV software or make a new firmware (whichever solves the problem)." Software support for optimal use and operation needs to last way longer then a 1 year hardware warranty. Minimum 10+ years if not for the life of the 'Smart' TV. Otherwise the TV goes from being 'Smart' to a 'Dumb' TV pretty quickly.

I have not heard from Hisense since. I'm asking for either a software/firmware update that will provide full utilization of the 'Smart' feature suite of the TV or a TV replacement from Hisense.

I have since contacted the Better Business Bureau (BBB) Canada and filed a complaint for the lack of software support on some models of their 'Smart' TVs that are being rendered 'Dumb' TVs way before their time. I will also use social media and tech forums to report on these Hisense 'Smart' TV issues. I've also contacted Visions Electronics addressing the issues and to warn them that a business partnership with Hisense is leaving their business vulnerable.

We need to expose these big corpos that seem to care very little once they have our money!

This is par for the course on "smart" products, and is one of the reasons why I went out of my way to purchase a dumb TV (which are getting harder to find).
I don't see why I should pay for features that fail to work within a couple of years. Garbage products by garbage companies.
However, it is possible that there is a fault on the main board causing this, especially considering the error. This may not be the software at all. And an out of memory error could be just that, something wrong with the memory. The only way to troubleshoot this is to replace the board and see what happens. Blaming it on the firmware is premature. (and yes, I do fix TVs).
You could try and find other people online with this TV having the same problem. If you can't find any, that's a big hint that points towards a hardware fault.
Usually when Smart appliance apps fail it's because they become out of date and no longer support the features that are available. This will usually happen to assorted apps, but not all of them. For example, youtube may fail while the rest of the apps work fine, and then other apps fail over the next year or two. If none of the apps are working correctly, this also points to a hardware issue.
It seems to me, at the current time, you are just guessing since the device has not had any real troubleshooting applied to it, which in this case is replacing the board.

Gunderman456 · May 2, 2024

I deleted all the bloat and the error message was gone and still apps refuse to work or even appear in my apps from the app store.

Damage Inc · May 2, 2024

Dude, you bought a chinese hunk o'junk wanna be smart tv set for half the price and you were expecting it to be as good as a branded set? Give it away for free to someone you don't really like and get yourself a real screen before it catches on fire and burns your house down alone with your family. Many such cases!

Gunderman456 · May 2, 2024

"hunk o'junk" for sure. Most things are made in China.

Damage Inc · May 2, 2024

Gunderman456 said:
"hunk o'junk" for sure. Most things are made in China.

True but most things are engineered in the west and only slapped together in forced labor camps by the chinese. The oppo/huawei/hi-sense stuff is basically half stolen tech paired with surplus/reject hardware with minimal QC being sold for half the price.

Ohio Buckeye 06 · May 3, 2024

My TV is a tcl, sort of wish it weren’t. Keep in mind I bought it in 2020, so literally it was one of the only 65 inch screens the store actually had. Otherwise I’d likely have walked out with another one. But that said, factory resetting the TV and not allowing it to connect anymore has made it a nice TV for the money. So even though my tcl tv is Smart TV, I treat my tcl as a dumb tv and it works well that way.

i will say a friend of mine has an insignia roku TV, and was using all of the smart internals. He started having so many issues with his TV he was going to throw it out and get another screen. Showed him what I described above and he’s still using it with a chrome device I think in his basement as a secondary TV for video games etc. Whereas he was going to toss it.

Not a huge fan of tcl though, just due to some of the reasons folks above stated. My screen downstairs is a vizio.

Taint3dBulge · May 3, 2024

Damage Inc said:
Dude, you bought a chinese hunk o'junk wanna be smart tv set for half the price and you were expecting it to be as good as a branded set? Give it away for free to someone you don't really like and get yourself a real screen before it catches on fire and burns your house down alone with your family. Many such cases!

They aint hunks of junk. They are actually very very good tv's, but Gunderman's TV must have a bad chip or something. I have the U8G, and its picture is just as good as my lg oled tv. The operating system if so much better then LG or Samsung and all the apps work perfectly. Just so you know. Also if you watch any review's of the TV's, most reviewers say buy this over the same priced tv from samsung LG sony.

adolf512 · May 3, 2024

Ohio Buckeye 06 said:
My TV is a tcl, sort of wish it weren’t. Keep in mind I bought it in 2020, so literally it was one of the only 65 inch screens the store actually had. Otherwise I’d likely have walked out with another one. But that said, factory resetting the TV and not allowing it to connect anymore has made it a nice TV for the money. So even though my tcl tv is Smart TV, I treat my tcl as a dumb tv and it works well that way.

i will say a friend of mine has an insignia roku TV, and was using all of the smart internals. He started having so many issues with his TV he was going to throw it out and get another screen. Showed him what I described above and he’s still using it with a chrome device I think in his basement as a secondary TV for video games etc. Whereas he was going to toss it.

Not a huge fan of tcl though, just due to some of the reasons folks above stated. My screen downstairs is a vizio.

You can simply grab a computer screen and use that. That way you avoid all the 'smart' bullshit.

Blameless · May 3, 2024

Taint3dBulge said:
They aint hunks of junk. They are actually very very good tv's, but Gunderman's TV must have a bad chip or something. I have the U8G, and its picture is just as good as my lg oled tv. The operating system if so much better then LG or Samsung and all the apps work perfectly. Just so you know. Also if you watch any review's of the TV's, most reviewers say buy this over the same priced tv from samsung LG sony.

Most of my TVs in the last ten years have been Hisense or TCL. They are flatly better values than most of the formerly well regarded brands and the failure rates don't seem to be any higher. I've been very pleased with my U8K, though I wouldn't go so far as to say it's a better picture than my LG C2 OLED; it wins by a mile in brightness, but the OLED has noticeably better pixel response (duh) and less blooming (though the 65" U8K is amazing good in this regard for an LCD).

Anyway, I don't expect TVs to last forever, and I generally consider the 'smart' elements more of an annoyance than anything.

adolf512 said:
You can simply grab a computer screen and use that. That way you avoid all the 'smart' bullshit.

Equivalent non-'smart' displays are more expensive, usually a lot more expensive, if they even exist. All the data collection and adware heavily subsidizes the costs of these things. Last affordable 'dumb' TV of decent size I had was some budget Averia about 7-8 years ago and that was the end of an era.

That said, if you know where I can get a 65"+ computer screen with a 144Hz+ refresh rate, more than 1k local dimming zones, and peak sustained brightness in excess of 1500 nits, for 1k USD or less, I'd be very interested.

Mergatroid · May 3, 2024

Was that a 55" 4K Averia? I have that TV. It still works great.

Taint3dBulge · May 4, 2024

Blameless said:
Most of my TVs in the last ten years have been Hisense or TCL. They are flatly better values than most of the formerly well regarded brands and the failure rates don't seem to be any higher. I've been very pleased with my U8K, though I wouldn't go so far as to say it's a better picture than my LG C2 OLED; it wins by a mile in brightness, but the OLED has noticeably better pixel response (duh) and less blooming (though the 65" U8K is amazing good in this regard for an LCD).

Anyway, I don't expect TVs to last forever, and I generally consider the 'smart' elements more of an annoyance than anything.

Equivalent non-'smart' displays are more expensive, usually a lot more expensive, if they even exist. All the data collection and adware heavily subsidizes the costs of these things. Last affordable 'dumb' TV of decent size I had was some budget Averia about 7-8 years ago and that was the end of an era.

That said, if you know where I can get a 65"+ computer screen with a 144Hz+ refresh rate, more than 1k local dimming zones, and peak sustained brightness in excess of 1500 nits, for 1k USD or less, I'd be very interested.

As far as black levels go forsure, but actual picture quality, man I'd have to put them side by side to really tell. Seems the hisense is so much more crisp and vibrant. but then again my OLED is from 2018 so its afew years dated. Still so damn good to look at.

Blameless · May 4, 2024

Mergatroid said:
Was that a 55" 4K Averia? I have that TV. It still works great.

Yeah.

Mine just died--started overheating and shutting itself off--but I got a lot of use out of it.

Gunderman456 · May 28, 2024

Long story short... with the assistance of BBB, they were able to contact Hisense headquarters and connect me with the National Field Service Manager who worked with me to resolve the issue.

First he had me do a Factory Reset which did not resolve the problem. They then asked me to send them my TV - they shipped an empty box (return label included). They followed by shipping and I received a new Smart TV today.

Never shrug your shoulders and consider things a right off. Pursue what is right. Power is always with the customer.

Beware of Hisense 'Smart' TVs when it comes to their Software Support!

Gunderman456

Blameless

Gunderman456

Ohio Buckeye 06

Taint3dBulge

Gunderman456

Mergatroid

Gunderman456

Damage Inc

Gunderman456

Damage Inc

Ohio Buckeye 06

Taint3dBulge

adolf512

Blameless

Mergatroid

Taint3dBulge

Blameless

Gunderman456

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