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djred24
Asteroid

Black screen periodically

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I purchased my Samsung 40 inch 4K TV in Novemember 2015.  After a short while I noticed the screen would just go black, sound but no picture.  I called and they set up a repair for March 3, 2016.  They fixed the problem, now it is 

happening again.  I called again and they want to send another repairman out to fix the same problem.  They already replaced the main panel when they came out.  I want a new TV and am having a hard time with customer service.  I have asked for a manager to return my call but no one has.  I would like to have this problem resolved asap.  

1 SOLUTION

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Samsung Moderator
Samsung Moderator

Re: Black screen periodically

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Hi everyone, 

I just wanted to post all the trouble shooting that is available for this issue here. Please try all the following and if your is still having this issue, you will need to have your TV serviced. At the bottom of this message will be steps on how to set you're TV up for service. 

NOTE: Some troubleshooting may look a little different for your TV. 

First: test if you can pull up the TV menu. If you can pull up the menu, this issue is coming from your sources. 
Also, if you are able to pull up  your menu, I would suggest updating your TV's firmware. 

Next: Test this TV in another power outlet. Please make sure this device is connecting directly to the wall outlet. 

If you are still having this issue the final step is to have the device serviced. Samsung can refer an authorized service center to perform any needed repairs. If your TV is out of warranty, you will be responsible for the repair cost unfortunately. If your would like to set this service up, you can do it here. http://www.samsung.com/us/support/service/request  Once this service is set up the service center will reach out to you directly to verify any service dates and charges.  

 

 


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dharper003
Asteroid

Re: Black screen periodically

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my 4k tv is doing the same thing...I called this evening and the agent had me do a factory reset, and he told me in 24 hours a new software update (1150.3) would be initiated.  Waiting to see if this problem is truly solved...again, the screen goes black for 3 to 4 seconds and the picture returns as before.

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djred24
Asteroid

Re: Black screen periodically

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My tv screen turns black periodically while I'm watching and stays that way until I turn it off and turn it on again.  They should replace the tv since it is new (3 months) and I have already had it repaired once.  They told me the repairman has to come out again and determine if it is defective.  It is obviously defective because it's new and had to be repaired once already and it went out again.  I will never purchase another Samsung anything.   

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Samsung Moderator
Samsung Moderator

Re: Black screen periodically

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Hi guys,
I am really sorry to hear you're having issues with your TVs. Can you please send me the model number of these devices and please let me know if you have this issue on all sources? With this information I should be able to look into this of you. 
Thank you. 


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dharper003
Asteroid

Re: Black screen periodically

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for the moderator:  model number is UN55JU7100FXZA...4k UHD TV

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dharper003
Asteroid

Re: Black screen periodically

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for moderator:  and yes...the screen blacks out across all sources

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userxgvencrl5v
Astronaut

Re: Black screen periodically

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UN60JS7000

 

Having same issue as discussed on this board.  

 

Tv's board was replaced in December 2016 and now here I am in July with no picture again.  

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Samsung Moderator
Samsung Moderator

Re: Black screen periodically

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Would you happen to have any transaction numbers that we could look into?


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userHAQ6e5UYWt
Constellation

Re: Black screen periodically

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I don't suppose Samsung has figured out the issue yet??  We put in a service request yesterday. 

UN65KS8000F purchased in April and have problems since day 1.    Problem doesn't happen when using xbox or Amazon prime App.  But, with comcast or a DVD player it's so bad.

 

 

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userHAQ6e5UYWt
Constellation

Re: Black screen periodically

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Repair man came by yesterday and replaced the main board and some cable thing.  Seemed to do the trick.  It's working fine now.

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