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Original topic:

Black screen periodically

(Topic created on: 9/13/19 5:44 AM)
djred24
Asteroid
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4k, 8k and Other TVs

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.  

968 Replies
userePEaFpdQXZ
Constellation
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4k, 8k and Other TVs

The power cord is so short, and the tv so big there is no way to plug directly into an outlet.  My outlet is below a large window.  I can't have a tv there.  This is something the buyer should be told before Samsung sells them a tv...that can only work if their short cable can directly reach a wall outlet.

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userYaptiC0bFm
Constellation
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4k, 8k and Other TVs

Same freaking issues here in DK. it mostly happens when i play stuff on the pc. 4k materials makes it go crazy. and happend after i had display repaired. and after the garanty ran out. seems fishy to me that so many have the same problem.

userxLznUMXxpb
Asteroid
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4k, 8k and Other TVs

Hey everyone,

 

Same issue here. Samsung 4k tv with hdr. Experience these issues only with my ps4 pro (not Nintendo Switch) because I use HDR. In short, everytime I turn the tv on and then the ps4, it takes 5 to 10 minutes or so and the screen will go black for upwards of 5 seconds, maybe more, and then goes away. Never happens again for that session.

 

Today I tried a brand new HDMI cable, which is HDMI 2.0 b compliant and with Bandwidth of 18GB/S. While it didn't get rid of the issue entirely, during my tests it definitely happened less often. Sometimes when I played, it never happened at all (and I kept turning off and on to test). My guess is that this faster HDMI cable helps the issue.

 

SO, what I've done is buy a HDMI 2.1 compliant cable with 48 Gbps speed. Additionally, this cable is only 1 metre long (half the length of the other cable I bought). If my guess is correct, then this new cable I get with triple the speed and half the length, these handshaking black screen issues won't happen at all or even less frequently.

 

I'll report back soon. Wish me luck!

 

 

Solution
userxLznUMXxpb
Asteroid
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4k, 8k and Other TVs

Hey everyone, me again!

 

After a solid night of testing of my ps4 pro with a brand new a HDMI 2.1 compliant cable with 48 Gbps speed (1 metre in length), I haven't gotten a single black screen! I'm very happy with the result.

 

 

I will keep testing over the next week to see if it does happen again, but I genuinely think this is the solution.

 

So, if there is anybody out there with a Samsung tv and experiencing black screen and audio dropouts periodically with their HDMI devices (especially video game consoles that use HDR like a PS4 Pro or Xbox one), purchase a HDMI 2.1 compliant cable with 48 Gbps speed (at 1 metre length to be safe, but you probably could go up to 2 metres), and see if that helps. At the very least it should reduce the frequency of dropouts, but I haven't had one yet, whereas previously I'd get one every session!

 

 

Any moderators that see this, it may be better for you to mark this answer as the solution, as it may help a lot of people out.

 

Thanks everyone! Have a great weekend.

View solution in context

SamsungLou
Samsung Moderator
Samsung Moderator
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4k, 8k and Other TVs

Thank for the input. We are happy to hear that this is working for you.


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.





Please note, notification emails are a DO NOT REPLY address, you must log-in on the community page in order to respond.

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SamsungLou
Samsung Moderator
Samsung Moderator
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4k, 8k and Other TVs

We will need a technician to check out the television. Please send the model and serial numbers to this PM Link.


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.





Please note, notification emails are a DO NOT REPLY address, you must log-in on the community page in order to respond.

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Floridamale
Astronaut
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4k, 8k and Other TVs

I had the same problem with my new 70 inch samsung UN70NU6070FX, when watching Netflix using a Roku box. The HDMI cable which worked with my older HD samsung tv didnt give me enough bandwidth for my new tv resuting in episodic blackouts. Replacing the HDMI cable fixed the problem. Thanks for posting this solution. 

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Retiredoldman
Constellation
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4k, 8k and Other TVs

I can confirm this fix as of today. I was searching for an answer after having the screen go blank a second time, and thankfully found this forum post. I changed out HDMI cords and found the one I was using was not rated as high as I thought. Fortunately, I have a few that were rated high enough. It is a notible improvement in performance as well. Very glad for the black screen, else I would have never known I could have had a better display for my 82" Samsung. I plan on buying a second to be mounted above this one, same size. Very happy with my Samsung devices. 

I love being old
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userzlKkFnK543
Constellation
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4k, 8k and Other TVs

I fixed this problem by replacing the external box that my Samsung tv uses to make external input connections to the tv.  I forgot what they call this box.  You connect sources to this box which has one white cable that attaches to the TV.

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Reinfred
Cosmic Ray
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4k, 8k and Other TVs

this is correct,

 

for any 4k, or HDR resolution like a ps4 pro. You will be needing a HDMI 2.0 cable that can handle 4k resolution this is due to the speed needed on the cable itself.

 

Keep us update on the trials and error. Good job for sharing this info.

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