Hi Liz! I am sorry to hear about the difficulties you are experiencing with your new soundbar. You can update the Soundbar by connecting the USB drive that contains the update firmware to the USB port on the soundbar. To download the update, visit the support portal on the Samsung website. For additional assistance with this please reach out to Samsung Support at: 1-800-SAMSUNG, available 8AM - 12AM EST, 7 days a week, or Chat with us on Samsung.com: https://www.samsung.com/us/support/contact/
^Tim