Original topic:

Samsung Smart TV stuck on "does your remote not work?" screen!

(Topic created: 07-05-2021 07:15 PM)
usereYjQbwEkVT
Constellation
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HD and UHD TVs

Hello Samsung community!

So this is a truly bizarre one.

We have a Samsung Smart TV from 2016.  It has worked perfectly without any problems up until today.

Went to turn it on tonight, and after you see the initial logo screen, it goes immediately to a screen that says, "is your remote not working?"  with an option in the corner to exit the screen.

So here's the really weird part.  This screen does NOT respond to the remote.  You try to hit the OK button and it does nothing.  The arrow keys don't respond either.

But if you hit Menu the remote works perfectly and you can go into any of the menu settings and features.  All the remote buttons work fine.  You can do a factory reset and even go through the entire setup phase again.

So we tried to do a factory reset.  It still goes to that weird screen.  We unplugged it and held the power button and plugged it back in.  It still goes to that weird screen.  We reset the remote and it still goes to that weird screen.

It's almost like the TV is stuck in some of processor glitch or something.

What it boils down to is, the TV turns on.  We can use all of the functions of the TV menus, but the TV will NOT actually go to cable, we can't see any TV channels.  But all of the TV's menus, we can look at those.  But we can't get that screen to clear and it won't actually go to the cable TV channels.

Any idea what the heck is going on?

Here's a screenshot:51293626219_94843792e8_o.jpg

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3 Replies
Scarecrow8311
Astronaut
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HD and UHD TVs
Have you checked if the batteries are low on your remote?
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usereYjQbwEkVT
Constellation
Options
HD and UHD TVs

Yep, we replaced them as well.  Remote is working totally normally, it's only on this one screen that we can't past it and where the remote doesn't respond.

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Diaboyos
Supernova
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HD and UHD TVs
Does you tv have actual buttons on the side or back that would allow you to click through that menu?
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