| Recurring |
one_organization |
(a) The software failure incident having happened again at one_organization:
The article mentions a previous incident where Samsung customers experienced problems with their new TVs not being able to access the BBC iPlayer due to incorrect licensing agreements [62023].
(b) The software failure incident having happened again at multiple_organization:
There is no information in the provided article about similar incidents happening at other organizations. |
| Phase (Design/Operation) |
design, operation |
(a) The software failure incident in the article is related to the design phase. Thousands of high-end Samsung TV owners experienced unusable screens after a software update sent out by Samsung. The upgrade introduced a problem that affected the latest models, leaving the TVs useless. Customers complained about the issue, with one individual mentioning the frustration with the customer service response, indicating a failure introduced during the system development or update process [62023].
(b) The software failure incident is also related to the operation phase. Customers reported their new TVs were not working, indicating a failure introduced during the operation or use of the system. One customer expressed disappointment in the lack of communication and the incompetence shown by Samsung, highlighting issues with the operation or use of the TVs after the software update [62023]. |
| Boundary (Internal/External) |
within_system |
(a) within_system: The software failure incident with Samsung TVs was caused by a firmware update sent out by Samsung affecting the 2017 MU Series TVs [62023]. The update led to blank, unusable screens on the high-end TVs, rendering them useless for the owners who had recently purchased them. Samsung acknowledged the issue and mentioned that fewer than 200 TVs in the UK were affected by the firmware update [62023]. The problem seems to be specific to the latest models as owners of older Samsung TVs did not report the same issue [62023]. The company is working to resolve the problem for the affected customers by encouraging them to get in touch directly for assistance [62023]. |
| Nature (Human/Non-human) |
non-human_actions, human_actions |
(a) The software failure incident in this case appears to be due to non-human actions, specifically a firmware update sent out by Samsung for the 2017 MU Series TVs. The update caused the TVs to have blank, unusable screens, affecting a small number of TVs in the UK [62023].
(b) On the other hand, human actions are evident in the responses from affected customers who expressed frustration with Samsung's lack of communication and customer service in addressing the issue promptly. Customers complained about the incompetence and lack of updates from the company, highlighting the human element in the aftermath of the software failure incident [62023]. |
| Dimension (Hardware/Software) |
hardware |
(a) The software failure incident reported in Article 62023 is related to hardware. Thousands of high-end Samsung TVs were rendered useless after a software update, indicating that the failure originated in the hardware of the TVs [62023]. |
| Objective (Malicious/Non-malicious) |
non-malicious |
(a) The software failure incident described in the article is non-malicious. The failure occurred due to a software update sent out by Samsung for their high-end TVs, which left thousands of owners with blank, unusable screens [62023]. The company acknowledged the issue and mentioned that it affected fewer than 200 TVs in the UK, indicating that it was not a deliberate act to harm the system. |
| Intent (Poor/Accidental Decisions) |
poor_decisions |
(a) The software failure incident related to the Samsung TVs can be attributed to poor decisions made by Samsung. The company sent out a firmware update to the 2017 MU Series TVs, affecting fewer than 200 TVs in the UK. This update left the high-end Samsung TVs with blank, unusable screens, rendering them useless for the owners who had recently purchased them for around £1,400 [62023]. The incident reflects a poor decision on Samsung's part to release an update that caused significant issues for customers, leading to frustration and inconvenience. |
| Capability (Incompetence/Accidental) |
development_incompetence |
(a) The software failure incident in the article can be attributed to development incompetence. Customers complained that a software update sent out by Samsung rendered their high-end TVs with blank, unusable screens, making their recently acquired £1,400 sets useless [62023]. The lack of communication, delayed response, and frustration expressed by customers indicate a lack of professional competence in handling the issue promptly and effectively.
(b) The software failure incident can also be considered accidental. Samsung acknowledged that a small number of TVs in the UK (fewer than 200) were affected by a firmware update to 2017 MU Series TVs on 17 August. The update was switched off once the issue was identified, and the company is working with each customer to resolve the problem. Samsung apologized for the inconvenience caused to customers, indicating that the failure was unintentional and steps are being taken to rectify the situation [62023]. |
| Duration |
temporary |
(a) The software failure incident in this case seems to be temporary. The article mentions that Samsung is aware of a small number of TVs in the UK (fewer than 200) affected by a firmware update to 2017 MU Series TVs on 17 August. Once the issue was identified, the update was switched off, and the company is working with each customer to resolve the problem. This indicates that the failure is not permanent and steps are being taken to address it [62023]. |
| Behaviour |
crash, omission, value |
(a) crash: The software failure incident in the article is related to a crash where the Samsung TVs were left with blank, unusable screens after a software update. Owners complained that their TVs were rendered useless by the upgrade sent out by Samsung [62023].
(b) omission: The software failure incident can also be related to omission as the affected TVs were not performing their intended functions after the software update. Customers complained that their new TVs were no longer working as expected [62023].
(d) value: The software failure incident can be related to a value failure as the TVs were not performing their intended functions correctly. Customers reported that their expensive TVs were not working properly after the software update, leading to frustration and inconvenience [62023]. |