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userbRwkQ7Lof6
Asteroid

Samsung TV remote will not work, displays "Locked"

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Last night, apparently randomly, both the cable remote and the native Samsung remote stopped controlling the TV. Pressing any button on either remote simply displayed "Locked" in a box on the screen.

 

There appears to be no manual on/off switch on my TV, unbelievably (model number UN46EH5000F).

 

The solution was to remove the TV from the wall, unplug it for a couple of minutes, and plug it back in. Both remotes now work as they should.

 

Does anyone know what is going on here? Is there some key combination on the remote to solve this problem? I don't want to be in the position of having to remove the TV from the wall again if this happens again. Thanks.

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Samsung Moderator
Samsung Moderator

Re: Samsung TV remote will not work, displays "Locked"

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This situation is caused by a signal issue from the Set-Top-Box (STB).

 

The only way to resolve this is to unplug the television for 30 seconds.

 

If it occurs again, I would recommend speaking with your cable company regarding a replacement STB. 

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8 REPLIES 8
Samsung Moderator
Samsung Moderator

Re: Samsung TV remote will not work, displays "Locked"

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This situation is caused by a signal issue from the Set-Top-Box (STB).

 

The only way to resolve this is to unplug the television for 30 seconds.

 

If it occurs again, I would recommend speaking with your cable company regarding a replacement STB. 

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userbRwkQ7Lof6
Asteroid

Re: Samsung TV remote will not work, displays "Locked"

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Thanks. Can it be dealt with by disconnecting the STB from the TV?

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userbRwkQ7Lof6
Asteroid

Re: Samsung TV remote will not work, displays "Locked"

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Second question: is this a fault in the STB? That is, if I replaced the STB, would I expect the problem to go away? Or is it just the way the particular variety of STB I have works?

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Samsung Moderator
Samsung Moderator

Re: Samsung TV remote will not work, displays "Locked"

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No, you would have to unplug the TV form the outlet for 30 seconds. It is possible the fault is with the STB, but contacting your cable company would be the best option to get a replacement. 


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userbRwkQ7Lof6
Asteroid

Re: Samsung TV remote will not work, displays "Locked"

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Thanks again. I still have a question. So if I just go to my cable provider and ask for a replacement box, and they give me the same model, am I likely to have the same problem? I guess what I'm asking is: is there something wrong with my box in particular, or is there a bad interaction between that *model* of STB and my model of TV?

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Samsung Moderator
Samsung Moderator

Re: Samsung TV remote will not work, displays "Locked"

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That is what we are tying to test out. I can't say 100% the symptom will go away by getting a replacement STB, but replacing it would help us figure out the root cause of the symptom. 


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userbRwkQ7Lof6
Asteroid

Re: Samsung TV remote will not work, displays "Locked"

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OK. I'll try that. Of course, this has happened only once in five years, so who knows.

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Samsung Moderator
Samsung Moderator

Re: Samsung TV remote will not work, displays "Locked"

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Please keep us posted. 


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

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