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Testing the picture
Settings - Support - Device Care - Self Diagnosis - Picture Test - Try Now
Before you review the list of problems and solutions below, use Picture Test to determine if the problem is caused
by the TV. Picture Test displays a high definition picture you can examine for flaws or faults.
If your TV is flickering or dimming sporadically, you may need to disable some of the energy efficiency features.
Disable Ambient Light Detection, Power Saving Mode, Motion Lighting, or Contrast Enhancer.
• Settings - General - Eco Solution - Ambient Light Detection
• Settings - General - Eco Solution - Power Saving Mode
• Settings - General - Eco Solution - Motion Lighting
• Settings - Picture - Expert Settings - Contrast Enhancer
Run Picture Test. When the tested image quality is normal, check the signal of the
connected device.
• Settings - Support - Device Care - Self Diagnosis - Picture Test
If the color on your TV screen is not correct or the black and white colors are off, run Picture Test.
• Settings - Support - Device Care - Self Diagnosis - Picture Test
If the test results indicate that the problem is not caused by the TV, do the following:
When using the One Connect, confirm that its video input connectors are connected to the correct external device video output connectors.
When using the component cable, confirm that the green (Y), blue (Pb), and red (Pr) jacks are plugged into their proper connectors.
For more information about how to connect an external device, run Connection Guide.
• Source Connection Guide
If the colors on your TV are correct but just a little too dark or bright, try adjusting the following settings first.
• Settings - Picture - Expert Settings - Contrast
• Settings - Picture - Expert Settings - Brightness
• Settings - Picture - Expert Settings - Sharpness
• Settings - Picture - Expert Settings - Color
• Settings - Picture - Expert Settings - Tint (G/R)
If you notice blurring or juddering on the screen, use the Picture Clarity Settings function to resolve the issue.
• Settings - Picture - Expert Settings - Picture Clarity Settings
If your TV appears to turn off by itself, try disabling some of the TV's energy efficiency functions.
See if Sleep Timer has been enabled. The Sleep Timer automatically turns the TV off after a specified period of time.
• Settings - General - System Manager - Time - Sleep Timer
If the Sleep Timer has not been enabled, see if Auto Power Off or Off Timer has been enabled and disable it.
• Settings - General - Eco Solution - Auto Power Off
• Settings - General - System Manager - Time - Off Timer
In case of The Sero, check the options, such as The Sero Auto On/Off and Off Timer in the SmartThings app on your mobile device. The Sero Auto On/Off is intended to automatically turn on The Sero when your mobile device approaches and to automatically turn off it after a specific time when your mobile device gets far away from it.
Problems Powering On
If you are having problems powering on your TV, there are a number of things to check before calling the service department.
Confirm that the TV's power cord is connected correctly at both ends and that the remote control is operating normally.
Make sure that the antenna cable or cable TV cable is firmly connected.
If you have a cable box or satellite box, confirm that it is plugged in and turned on.
In case of a model that supports One Connect, check the One Invisible Connection between the TV and One Connect.
If your TV is not connected to a cable box or satellite box, run Auto Program.
• Settings - Broadcasting - Auto Program
When using a broadcast receiver such as set-top box and IPTV, check the connection to the
TV.
• Source - Connection Guide
When the symptom persists, contact your service provider.
The TV image does not look as good as it did in the store
Store displays are tuned to a digital UHD channel or HD channel.
Change the output resolution of your devices, such as digital broadcast receiver, IPTV, and set-top box to UHD or HD.
Be sure to use an HDMI cable to enjoy high quality videos.
• Source Connection Guide Video Device HDMI
To connect the TV with your PC, make sure that your PC's graphic card supports UHD resolutions.
The compression of video content may cause picture distortions, especially in fast moving pictures from sports programs and action movies.
If the signal reception is weak or poor, screen distortion may be visible but it is not a malfunction.
Mobile phones used close to the TV (within 3.2 ft) may cause noise on analog and digital channels.
If you’re using a Component connection, make sure that the Component cables are connected to the correct jacks.
Incorrect or loose connections may cause color problems or a blank screen.
Go to Picture and then adjust the Picture Mode, Brightness, Sharpness, and Color settings.
• Settings - Picture - Picture Mode
• Settings - Picture - Expert Settings - Brightness
• Settings - Picture - Expert Settings - Sharpness
• Settings - Picture - Expert Settings - Color
See if Power Saving Mode has been enabled.
• Settings - General - Eco Solution - Power Saving Mode
Try resetting the picture.
• Settings - Picture - Expert Settings - Reset Picture
Change Picture Size Settings to 16:9 Standard.
• Settings - Picture - Picture Size - Settings - 16:9 Standard
Use a composite cable when you connect AV equipment to the TV.
If you are using the composite cable, connect the video cable (Yellow) to the VIDEO (Yellow /Green) input port.
The COMPONENT IN port may not be supported depending on the model or geographical area.
Check whether Grayscale is set to On.
• Settings - General - Accessibility - Grayscale
HD channels will have black bars on either side of the screen when displaying upscaled SD (4:3) content.
Black bars will appear at the top and bottom of the screen when you watch movies that have aspect ratios different from your TV.
Adjust the picture size options on your external device or set the TV to full screen.
• Settings - Picture - Picture Size - Settings - Picture Size
When an external device is connected with an HDMI or Component cable, the Caption function is unavailable. Adjust the caption setting on the external device.
Turn off the Caption function in Caption Settings.
• Settings - General - Accessibility - Caption Settings - Caption
Expand the reception range of the corresponding HDMI input signal in Input Signal Plus.
• Settings - General - External Device Manager - Input Signal Plus
When the TV has difficulties with sound, these steps may help resolve the problem.
Testing the sound
Settings - Support - Device Care - Self Diagnosis - Sound Test - Try Now
If the TV plays the Sound Test melody without distortion, there may be a problem with an external device or the
broadcast signal's strength.
The connection method may differ depending on the audio device, such as HDMI (eARC), Optical, Bluetooth, and Wi-Fi.
For more information about how to connect an audio device, run Connection Guide.
• Source - Connection Guide - Audio Device
There is no sound or the sound is too low at maximum volume. Check the volume control of your TV, and then check the volume control of the external device (cable box or satellite box, DVD, Blu-ray, etc.) connected to your TV. Check the cable connection between an external device and the TV and then try cable connection again.
Set Sound Output to TV Speaker.
• Settings - Sound - Sound Output
If you are using an external device, check the device’s audio output option. For example, you may need to change your cable box’s audio option to HDMI if the box connected to your TV is using an HDMI cable. To listen to computer sound, connect an external speaker to the computer’s audio output connector.
If your TV has a headphone jack, make sure there is nothing plugged into it. Reboot the connected device by disconnecting and then reconnecting the device’s power cable.
Check whether Digital Output Audio Format is set to Pass-Through. If you select the Pass-Through option to use an AV receiver that does not support Dolby Digital+, no sound is output with Dolby Digital+ content. It is recommended to set Digital Output Audio Format to Auto when the connected receiver supports only the limited audio formats.
• Settings - Sound - Expert Settings - Digital Output Audio Format - Auto
Run Sound Test.
• Settings - Support - Device Care - Self Diagnosis - Sound - Test
Make sure that the audio cable is connected to the correct audio output connector on the external device.
For antenna or cable connections, check the Signal Information. A low signal level may cause sound distortions.
• Settings - Support - Device Care - Self Diagnosis - Signal - Information
The sound may frequently be interrupted when a Bluetooth speaker is used. Make sure that the Bluetooth speaker and the wireless access point are on a straight line, and the Bluetooth speaker is placed as close as possible to the TV. To minimize interruptions, we recommend a wireless access point that uses a 5 GHz frequency.
When the symptom persists, it is recommended to use wired connection such as HDMI eARC and Optical.
Turn off the Voice Guide function in Voice Guide Settings.
• Settings - General - Accessibility - Voice Guide Settings - Voice Guide
Check the A/V receiver's power supply and its settings.
• When connecting the optical cable between the TV and A/V receiver, make sure that the sound output is set Optical on your TV.
• In case of HDMI eARC connection, make sure that it is connected to the eARC dedicated HDMI port on your TV. However, the eARC can be used only when the A/V receiver supports the eARC feature.
hange to an appropriate sound mode.
• Settings - Sound - Sound Mode
When Intelligent Mode and Adaptive Sound+ are turned on, the sound effects are automatically adjusted to the surroundings.
• Settings - General - Intelligent Mode Settings - Intelligent Mode
To optimize the sound depending on the surroundings, select Adaptive Sound+.
• Settings - General - Intelligent Mode Settings - Adaptive Sound+
This function may not be supported depending on the model.
Check the cable connection between the TV and the external device. When connecting an external speaker such as home theater via HDMI, make sure it is connected to the HDMI (eARC) port on the TV. Make sure that the
Settings - General - External Device Manager - Anynet+ (HDMI-CEC) is active on your TV.
When you connect the Samsung Soundbar to the TV via Bluetooth, the power turns off and on together. It may not be supported depending on the Samsung Soundbar model.
When you connect an audio device that supports HDMI eARC to the HDMI (eARC) port on the TV, the power turns off and on together.
When the TV has difficulties receiving broadcasts, these steps may help resolve the problem.
Make sure that the external device is connected securely and turned on. Move to Sources to switch to other input sources.
• Source Sources
When using a set-top box or cable box, check the broadcast signals or the network that is connected to the external device.
Confirm that the coaxial cable is securely connected to the TV. Run Reset or Auto Program.
• Settings - General - Reset
• Settings - Broadcasting - Auto Program
When watching channels with the antenna cable connected, run Caption Settings.
• Settings - General - Accessibility - Caption Settings
Some channels may not have caption data.
When watching a channel on an external device such as set-top box and cable box, turn on the caption function on the device. For more information, contact your service provider.
Broadcasting is only available when Source is set to TV.
Broadcasting cannot be accessed while you watch TV using a cable box or satellite box.
Broadcasting cannot be accessed while a recording is in progress or the Timeshift function is running.
When the TV has difficulties connecting to external devices such as a PC, game console, or mobile device, these steps may help resolve the problem.
The "Mode Not Supported" message appears.
Adjust the output resolution of the external device to a resolution supported by the TV.
If you are using an HDMI connection, check the audio output setting on your PC.
If you are using a DVI to HDMI cable, a separate audio cable is required.
To listen to the computer sound, connect external speakers to the audio output connection of the computer.
To wirelessly connect the TV to your PC, read the instructions at PC Screen Sharing (Wireless) in Connection Guide, and then try to connect.
• Source - Connection Guide - PC - Screen Sharing (Wireless)
Confirm that the TV and your PC are connected to the same network.
To wirelessly connect the TV to your mobile device, read the instructions at Smartphone Screen Sharing (Smart View) in Connection Guide, and then try to connect.
• Source - Connection Guide - Smartphone - Screen Sharing (Smart View)
If the TV has difficulties connecting to your PC or mobile device due to surrounding radio interferences, change the frequency of the wireless access band, and then try to connect.
For more information about how to connect an external device, run Connection Guide.
• Source - Connection Guide
Make sure that the external device is connected securely and turned on. Move to Sources to switch to other input sources.
• Source - Sources
Using HDMI Troubleshooting, you can check the connection to HDMI cable and external devices (takes approximately 2 minutes).
• Source - Connection Guide - Video Device - HDMI Troubleshooting
When using a set-top box or cable box, check the broadcast signals or the network that is connected to the external device.
For more information on how to connect a Bluetooth speaker, see Audio Device Bluetooth in Connection Guide.
• Source - Connection Guide - Audio Device - Bluetooth
When the PC screen does not appear or the PC is not recognized, check the power supply of the PC and then reconnect the HDMI cable between the PC and TV. When the symptom persists, check that the PC is in Sleep mode and then set Input Signal Plus to On.
• Settings - General - External Device Manager - Input Signal Plus
When the set resolution is not matched, the screen may flicker. For the PC supported resolution, see 'Read Before Connecting a Computer (Supported Resolutions).'
When the TV has difficulties connecting to the Internet, these steps may help resolve the problem.
Settings - Support - Device Care - Self Diagnosis - Smart Hub Connection Test - Try Now
If the TV has trouble with network connection or TV services, check the Smart Hub connection status.
Make sure that no items that can generate electromagnetic interferences are placed between the TV and the wireless/wired access point.
Check if the access point is turned on. If it is on, turn it off, wait 1 or 2 minutes, and then turn it on.
Enter the correct password if required.
If the wireless connection fails, connect the TV to the access point via a LAN cable.
If the TV can connect to the Internet normally via the wired connection, there might be a problem with the access point. In this case, try using a different access point.
Check if the LAN cable is plugged in on both ends. If it is plugged in, check if the access point is turned on. If it is on, turn it off, wait 1 or 2 minutes, and then turn it on.
Check if the LAN cable is plugged in on both ends. If it is plugged in, check if the access point is turned on.
If the access point is on, turn it off, wait 1 or 2 minutes, and then turn it on.
Disconnect and then reconnect the power cable of the TV, or press and hold the power button for 3 seconds.
1. Check if the Internet LAN cable is connected to the access point's external LAN port.
2. Check the DNS setting in IP Settings.
– Settings - General - Network - Network Status - IP Settings
If the problem persists, contact your Internet service provider.
When Anynet+ (HDMI-CEC) isn't working, these steps may help resolve the problem.
You can use the TV's remote control to control external devices that support Anynet+ (HDMI-CEC) and that are connected to the TV via an HDMI cable. For example, if a connected external device supports Anynet+, you can have the connected device turn on or off when you turn the TV on or off.
Confirm that the device is an Anynet+ device. The Anynet+ system supports Anynet+ devices only.
Check if the power cord of the Anynet+ device is properly connected.
Check the cable connections of the Anynet+ device.
Go to Anynet+ (HDMI-CEC) and see if Anynet+ (HDMI-CEC) has been set to On.
• Settings General External Device Manager Anynet+ (HDMI-CEC) Anynet+ may not function when some other functions are active, including Channel Search, Smart Hub, Initial Setup, etc.
If you have disconnected and then reconnected the HDMI cable, scan for devices again or turn your TV off and on.
Move the focus to the Anynet+ device at Source, press the up directional button to move to Anynet+ (HDMI-CEC), and then press the Select button.
Check if the Anynet+ device is properly connected to the TV, and then select Anynet+ (HDMI-CEC) menu to see if Anynet+ (HDMI-CEC) is set to On.
• Settings - General - External Device Manager - Anynet+ (HDMI-CEC)
To turn off the Anynet+ function of a device connected to the TV, turn off the Anynet+ (HDMI-CEC) function of the device.
• Settings - General - External Device Manager - Anynet+ (HDMI-CEC)
When Anynet+ (HDMI-CEC) is turned off, the sound bar connected via the HDMI (eARC) port does not turn off and on together with the TV. To prevent a specific device connected to the TV from turning off automatically, turn off the HDMI-CEC function on a specific device connected to the TV.
You cannot use the remote control when the TV is configuring Anynet+ or switching to the TV viewing screen.
Use the remote control after the TV has completed the Anynet+ configuration or has switched to the TV viewing screen.
You cannot use the play function when Reset is in progress.
Check whether the device supports Anynet+.
Anynet+ devices must be connected to the TV using an HDMI cable. Make sure the device is connected to your TV with an HDMI cable. Some HDMI cables may not support Anynet+.
Check whether the HDMI cable is properly connected.
Go to Anynet+ (HDMI-CEC) and see if Anynet+ (HDMI-CEC) has been set to On.
• Settings - General - External Device Manager - Anynet+ (HDMI-CEC)
Scan for Anynet+ devices again.
If the connection is terminated because there has been a power failure or the HDMI cable has been disconnected, please scan for the device again.
When the remote control isn't working, these steps may help resolve the problem.
The connection between the Samsung Smart Remote and the TV may be lost.
Point the Samsung Smart Remote at the front of the TV, and then press and hold the and buttons simultaneously for 3 seconds or more.
Also, if the remote control is not working or slow, the batteries might be low or dead. If this is the case, replace the batteries. Alkaline batteries are recommended for longer battery life.
The batteries may be consumed quickly if the remote control is used very frequently or the Voice Wake-up function is turned on.
You can extend the battery life by turning off the Voice Wake-up function.
• Explore Now - Settings - Voice Wake-up
Check the cable connection between the TV and external devices.
When the symptom persists, set it manually in Source - Universal Remote Setup.
When Timeshift or Schedule recording aren't working, these steps may help resolve the problem.
Check if there is a storage device connected to the TV.
Recording will automatically stop if the signal becomes too weak.
Check the free space on the storage device.
The function will not work if there isn't enough storage space on the USB device.
Before using the recording function, be sure to read all precautions. For more information, refer to "Before Using the Recording and Timeshift Functions."
The recording function is only available for digital broadcast channels received by the TV. You cannot record videos received from an external device or Samsung TV Plus.
To use the recording function, the storage device connected to the TV must have been already formatted.
Formatting the storage device deletes all data from it, and the storage device is formatted in NTFS.
The recorded files on the TV can only be played back on the same TV. Those video files cannot be played back on a PC or other TV.
When apps aren't working, these steps may help resolve the problem.
Languages supported by an app may be different from the TV Language set in the menu.
The ability to change the language depends on the app's provider.
Check the network connection. When the network speed is slow, the app may not work or its image quality may be poor.
The services of your application are not provided by the TV but by the application service provider.
Refer to the Help section on the application service provider's website.
When files don't play, this may help resolve the problem.
This problem may occur with unsupported files or high-bitrate files. Most files can be played back, but some files may not play smoothly.
Some files that use an unsupported codec may not be played back.
Make sure that the codec is supported by the TV. For more information, refer to "Read Before Playing Photo, Video, or Music Files."
When the voice recognition or Bixby functions aren't working, these steps may help resolve the problem.
The TV may recognize an ambient noise or everyday conversation as a call to Bixby.
Turn off the Voice Wake-up function or set the Wake-Up Sensitivity to Low.
• Explore Now - Settings - Voice Wake-up
The Samsung Smart Remote may not recognize your voice when it is far away from you, turned upside down, or located in an environment with loud ambient noise.
• Use the Samsung Smart Remote less than 2 feet (1.5 m) with the remote control buttons facing upward. (There is a built-in microphone on the front of the Samsung Smart Remote.)
• Do not place the Samsung Smart Remote near the TV speaker or an audio speaker.
Turn on the Voice Wake-up function.
• Explore Now - Settings - Voice Wake-up
Try pairing the remote control with the TV.
Unplug and then plug the TV power cable and then try again after 1 minute and 30 seconds. It may take a while if the voice recognition server is being inspected.
Say with the area name included.
Voice commands may differ between Bixby and Amazon Alexa.
Refer to the command examples for each voice assistant.
• Bixby: Explore Now
• Amazon Alexa: Settings - General - Voice - Amazon Alexa Settings
Watching TV for an extended period of time causes the panel to generate heat.
The heat from the panel is dissipated through internal vents running along the top of the TV.
The bottom, however, may feel hot to the touch after extended use.
Children watching TV need constant adult supervision to prevent them from touching the TV.
This heat, however, is not a defect and does not affect the TV's functionality.
This smell is normal and will dissipate over time.
If Usage Mode is set to Retail Mode, the TV's audio and video settings are automatically reset every 5 minutes.
Change Usage Mode to Home Mode.
• Settings - General - System Manager - Usage Mode
Remove the base stand from the TV and reassemble it.
Refer to the Quick Setup Guide and make sure that the stand is assembled correctly.
PIP is available only when an external device is connected with an HDMI or Component cable.
Note that the function is unavailable when Smart Hub is active.
Change Usage Mode to Home Mode.
• Settings - General - System Manager - Usage Mode
The expansion and contraction of the TV's outer casing may cause a popping noise.
This does not indicate a product malfunction.
The TV is safe to use.
Your TV utilizes high-speed switching circuits and high levels of electrical current. Depending on the TV's brightness level, the TV may seem slightly noisier than a conventional TV.
Your TV has undergone strict quality control procedures that meet our demanding performance and reliability requirements.
Some noise coming from the TV is considered normal and is not an acceptable cause for an exchange or refund.
Check the network connection status.
• Settings - General - Network - Network Status
If the TV is not connected to a network, connect it to a network.
The upgrade stops if you already have the latest software version.
To turn off Voice Guide, move the focus from Accessibility Shortcuts to Voice Guide and then press the Select button. You can turn on or off Voice Guide. To run Accessibility Shortcuts, see the following:
• Press and hold the (Volume) button on your Samsung Smart Remote.
• Settings - General - Accessibility - Voice Guide Settings - Voice Guide
You can diagnose issues with your TV and Smart Hub and run reset functions.
Settings - Support - Device Care - Self Diagnosis - Try Now
You can use the Picture Test to help diagnose video issues and the Sound Test to diagnose sound issues. You can also view signal strength information for over-the-air digital signals, test the Smart Hub Internet connection, and run the Smart Hub and TV factory reset functions.
Verify that the current channel is a digital channel.
Signal Information is only available for digital channels.
• Settings - Support - Device Care - Self Diagnosis - Signal Information
Resets all Smart Hub settings to their factory defaults and deletes all information related to Samsung accounts, linked service accounts, Smart Hub service agreements, and Smart Hub applications.
• Settings - Support - Device Care - Self Diagnosis - Reset Smart Hub
Resets current picture settings to the default settings.
• Settings - Picture - Expert Settings - Reset Picture
Resets current sound settings to the default settings.
• Settings - Sound - Expert Settings - Reset Sound
Published: Wednesday, April 22, 2020 Viewed
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