Don't hold your breath over support. Still having the issue, sadly. This is a software bug that clearly many users are experiencing. All of the reps that I've spoken to keep changing their "diagnosis" the second I mention that I hadn't agreed to the remote reset feature prior to the issue. Suddenly, it's not a software problem anymore, and they want to charge me for a new remote. I mentioned several times that I've used multiple input devices, including another remote, and I keep running into the same problem.
The QLED line is not cheap, sadly the customer service has been abysmal, and our family is now stuck with a VERY expensive brick in the living room a month out of warrenty. This is not what I'm used to from Samsung.
I'm having the same issue. I've also used the smart app. This is a really bad bug, Samsung needs to release an update that will automatically install. I haven't found an easy way to contact support yet, but I'll try calling support since the website just points to this forum. My TV is a 2019 Samsung Q70.
We were working on screen mirroring which involved putting smartthings app on another phone and registering that phone. It worked, but now all of a sudden the scroll right doesn't work.
I'm really worrked about having to reset the TV and then have the same problem happen again. Never would have spent so much on my Q80 if i knew it would have this software bug and Samsung isn't going to fix it.
Yeah! I think the moderators are not proactive enough to escalate this matter to the firmware development team.
I am sure it's just a few lines of simple codes to fix it back to like before. But they (moderators) are just sitting there playing on their computers all day getting paid and not doing anything about any of the issues here.
I am having the same issue in a ru7100 in Brazil. I had to teach them that the problem needs a remote factory reset but we were unable tô allow remote access. They are schedulling a visit tô try tô solve the issue. I Will inform as soon receive the visit
Strange, I have a Q60R that's added to the SmartThings App. I have yet to see the problem with not being able to scroll to the submenus. I wonder if there's a particular setup you guys have that's different from mine? Perhaps devices connected?
I bit the bullet and purchased a: Philips Universal Remote Control (Product # SRP9141A). It's already pre-programmed at factory to work with Samsung and Roku devices.
Following your instruction does solve the problem! Thanks so much!
1. Install batteries (not included) in remote.
2. Turn TV off.
3. Press the buttons in the following sequence: Mute, 1, 8, 2, and finally the Power button.
4. TV will boot up with a special setup screen. You can navigate the special menu with the direction and OK buttons on the Universal remote.
5. Select the Reset TV option. Press Ok.
6. TV should turn off and turn back on. If not, wait a minute or two then turn it on yourself.
7. If successfully resetted, a welcome to Samsung TV tutorial will run.
8. If you don't see such screen, attempt to try again.
Hope this helps the rest of you guys with similar problems!!!
This is a genuine Samsung TV software bug that has something to do with Smart View (screen sharing) or Samsung SmartThings remote. Only option is to factory reset the TV. If you had remote support enabled previously, you can get Samsung Support Chat to remotely reset your PC. If you did not, you have to use the service menu to factory reset the TV.
Follow the instructions here: youtube.com/watch?reload=9&v=LGngUs30dh0
It's an extremely annoying bug that Samsung NEEDS to ackonwledge and FIX ASAP.