Bringing this year because there’s nothing slower than Samsung’s developer support (they claim you’ll get an answer in 2-3 business days but I’m a three weeks without a reply). Perhaps someone like @r.liechty_SDR will be available and hear me out and provide answers and solutions faster.
Dear Samsung Remote Test Lab Support Team,
I am writing once again to raise serious concerns regarding the recurring and widespread input lag affecting many devices across multiple country servers on the Samsung Remote Test Lab platform. This issue has now reached a point where it is severely impeding my work and making reliable testing nearly impossible.
Despite multiple reports from my end, the only actions taken so far have been short-term patches. The issue always resurfaces—sometimes within the same day. This points clearly to an underlying systemic fault that has yet to be addressed.
- Not a Location-Based Problem
I have consistently been told this may be a “location issue.” I must stress that this is not the case. My internet connection is fast and stable, consistently delivering over 300 Mbps with extremely low latency.
Today alone, I simultaneously tested two USA-based devices (see attached video)—the S25 Ultra and the S21. While the S21 worked almost perfectly, the S25 Ultra was virtually unusable due to unbearable lag. I even had to reduce the quality of the video of the S25 Ultra, to increase its chance of running smoothly, to no avail. Both were operated under identical conditions, from the same location, same PC, during the same session. This is not an isolated case and highlights that the issue is device-specific and platform-related, not user-based.
- Widespread Across Multiple Countries
This is not limited to the USA server. I have experienced the same lag patterns across:
• United Kingdom
• Russia
• Poland
• Korea
In every country, some devices operate with reasonable performance while others are extremely slow and frustrating to use. The inconsistency is alarming, and the problem is clearly not regional, but systemic across the platform.
- Impact on Productivity and Deliverables
As a developer who uses RTL to test games and applications before public release, the current condition of the platform has become an outright obstacle. These delays:
• Distort testing results, especially for performance-sensitive applications like games
• Extend development cycles due to repeated revalidation
• Force me to exclude certain devices or models from my test coverage, which is unacceptable
In its current state, the RTL platform is preventing me from doing my job properly and undermining the entire purpose of the service.
- Prior Tickets and Lack of Follow-Through
One of my teammate’s recent support tickets was marked as “resolved” even though the issue persisted immediately afterward. I had attached a video clearly showing the problem in action. Closing the ticket without addressing the core problem is disappointing and unhelpful. It feels like there’s a growing disconnect between reported user experiences and the resolution process.
What I Am Requesting
- A permanent fix to the lag issues affecting devices across all server regions.
- Proper investigation into previously closed tickets, especially those where clear evidence was provided.
- Restoration of the UK server, which was recently taken down and is still very much needed for testing.
- Transparent communication going forward—status updates, timelines, and clear explanations of what is being done to resolve this.
I’ve attached a new video showing the real-time input lag on the S25 Ultra (USA server). I hope this finally underscores how serious and disruptive this situation has become. I’ve been a long-time RTL user and advocate for years, and I genuinely want to continue relying on the service—but it urgently needs your attention.
Thank you for taking the time to review this. I look forward to a concrete and lasting solution.
Best regards,