Original topic:

Screen goes black

(Topic created: 06-19-2021 04:56 PM)
user8qnB4Jpyxg
Astronaut
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4k, 8k and Other TVs

I have a 55” Q70T tv and every time I turn on my tv within a minute the tv screen goes black and I have to use source to get it to come back on. My software is up to date. Is there anything I can do to fix the problem? It does this when I am watching tv or open an app right away after turning it on and I’m connected to wifi

1 Solution


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Solution
SamsungCaleb
Samsung Moderator
Samsung Moderator
Options
4k, 8k and Other TVs

I understand how this may be frustrating and want to see if you have tried the troubleshooting steps below? 

  1. Press the Home (Menu) button on the remote.

    • If the menu appears, the TV is powered on, but is either not on the correct source or not receiving a signal.
    • If the menu does not appear, the TV may be having power issues. See our guide for TV will not turn on.
  2. 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.

  3. 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 6 feet 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.

  4. 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. 

https://www.samsung.com/us/support/service/locations/


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





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2 Replies
WAO71421
Astronaut
Options
4k, 8k and Other TVs
Check that your HDMI cable isn't damaged
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Solution
SamsungCaleb
Samsung Moderator
Samsung Moderator
Options
4k, 8k and Other TVs

I understand how this may be frustrating and want to see if you have tried the troubleshooting steps below? 

  1. Press the Home (Menu) button on the remote.

    • If the menu appears, the TV is powered on, but is either not on the correct source or not receiving a signal.
    • If the menu does not appear, the TV may be having power issues. See our guide for TV will not turn on.
  2. 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.

  3. 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 6 feet 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.

  4. 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. 

https://www.samsung.com/us/support/service/locations/


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.

View solution in context

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