Original topic:

One Connect box issue - sound

(Topic created: 10-17-2020 12:15 PM)
4K, 8K and Other TVs

The One Connect on my KU8000 65"  is basically fried ...doesn't transmit sound anymore.  

Have purchased ~15 Samsung TVs for business purposes over the last 5 years and have to say this is the first issue I've had with any units.  


How can I get a replacement One Connect box?

1 Reply
Samsung Moderator
Samsung Moderator
4K, 8K and Other TVs

I'm sorry to hear that, have you tried any of the troubleshooting below? 

  1. Check the One Connect cable for damage and solid connection.

    Disconnect and firmly reconnect the One Connect cable at both ends. (Some models call this the Invisible Cable.) 

    Note: If the One Connect cable is bent, broken, kinked, pinched, or has a heavy object on top of it, it can cause an issue. The cable needs to be replaced if damaged.

  2. Disconnect the One Connect Box to see if the TV displays an error message.

    Note: If your TV does not have a power cord directly to the wall outlet, skip this step.

    Disconnect the One Connect Box (either by disconnecting its power cord, or the One Connect cable).

    • If you see anything (like a message or picture) on the TV after disconnecting the One Connect Box, the One Connect Box needs to be replaced.
    • If the TV is plugged into a wall outlet, turned on, and disconnected from the One Connect Box, but no message appears, service is required
  3. Press the Home (Menu) button on the remote.

    If the menu does not appear, the TV may be having power issues.

  4. Confirm the TV is set to the same source as the external device.

    For instance, if your cable box is connected to HDMI 1, set the TV source to HDMI 1.

    If the TV is set to the correct source, but there is still no image, unplug and reconnect the AV connections one cable at a time, from both ends of each cable. If there's any damage to the cable, it will need to be replaced.

    After you've reconnected the external device, turn it off and then back on.

  5. Test the HDMI cable.

    Some TVs have an HDMI cable test. Some models only have this test after a software update, and older models do not have it. If your model does not have this test, or is not connected by HDMI, skip to the next step.

    The test is designed for HDMI cords less than 2 meters long and may not give accurate results on longer cords.

    To perform the test, make sure the TV's source is still on the HDMI setting for the cable you want to test, and then navigate to Settings > Support > Self Diagnosis > Signal Information > HDMI Cable Test > Start Test.

    If the test says the cable is bad, replace the cable. Service is not required.

  6. Test different external devices.

    The final thing to rule out is the external device you're using. Try connecting a different device, or using a different source port. If you were unable to test the cable in the previous step, then try swapping the cable, too.

    If the TV can display a picture in any other setup, then you've ruled the TV out as the cause of the issue. Keep trying various setups until you identify the device or cable that is not working, and troubleshoot or replace it.

If the troubleshooting steps did not help above then you have a couple of options based on your warranty. 

- If your unit was recently purchased, you can check with your retailer on their return/exchange processes.
- If you have an extended warranty you can reach out to them to have service set up. 
- If you're within the one year warranty, you can Private message me or one of our moderators with your full model and serial number to have service setup
- If you're OUT of warranty, you can use this link below to find a service center in your area. 


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