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Asteroid

Unable to scroll down through sub menus

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I’ve seen a similar post but without a proper/well explained fix...

 

I have just bought a Samsung UNSORU7100F - 50” 4K smart TV. When I access the first layer of settings, I’m able to scroll up and down. When I select ‘General’ (where there are lots of sub menus), I’m unable to scroll down. So I can’t even reset my TV! It’s soooo frustrating!

 

I have updated to the latest firmware. 

 

SOLVED! Thanks to the below suggestions. The only way was to have Samsung customer care reset the TV remotely. https://www.samsung.com/us/support/contact/ (I used web chat). To allow remote access, hold the Home button on remote til the window appears (5-10 seconds).

 

Hilariously, having explained the issue and asked them to reset my TV, they suggested I scrolled to the reset tv menu option!

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Constellation

Re: Unable to scroll down through sub menus

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I had the same issue. Samsung chat support resolved it, you may have to open a chat with them to get it to work. They had me hold the home button in the remote until a pin popped up. I gave them the pin and it gave them remote access to do a factory reset which solved the issue.

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Samsung Moderator
Samsung Moderator

Re: Unable to scroll down through sub menus

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Hey! Thanks for reaching out, are you still having the same issue when you use the original TV remote?


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





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Asteroid

Re: Unable to scroll down through sub menus

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Yes, it doesn’t scroll using the original remote or the app.

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Constellation

Re: Unable to scroll down through sub menus

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Can someone from samsung support care team assist me reset the tv remotely pls? After pairing my phone to the tv, the problem started 😥

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Constellation

Re: Unable to scroll down through sub menus

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I can't also get to agree on the terms since the remote won't let me press ths option.

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Samsung Moderator
Samsung Moderator

Re: Unable to scroll down through sub menus

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For remote assistance, please call 800-726-7864 and ask the agent for remote management.


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





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Samsung Moderator
Samsung Moderator

Re: Unable to scroll down through sub menus

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A lot of these settings will not be available, depending on the mode or input you are using on the television. To have everything checked out, you can call 800-726-7864, and ask the agent for remote support. They can connect to the television and assist with your questions.


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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Constellation

Re: Unable to scroll down through sub menus

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I'm having the same issues after 30 days with the TV. A technician is coming to check it out Friday. I think this is the last Samsung product I'll own.

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Constellation

Re: Unable to scroll down through sub menus

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I had the same issue. Samsung chat support resolved it, you may have to open a chat with them to get it to work. They had me hold the home button in the remote until a pin popped up. I gave them the pin and it gave them remote access to do a factory reset which solved the issue.

View solution in original post

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Asteroid

Re: Unable to scroll down through sub menus

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Thank you, hope they can help me too. It's so frustrating!

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