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Constellation

Samsung UHD TV remote wont scroll down in sub-menu

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I recently bought a samsung UHD series 7 TV and my remote will not scroll down under submenus of settings. It only scrolls to the side and I also cant confirm commands under settings. Please assist

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Samsung Moderator
Samsung Moderator

Re: Samsung UHD TV remote wont scroll down in sub-menu

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There's a quick check to perform to figure out if it's your remote or your TV at fault. Remote is flashing but not responding.

 

Reset the remote

  • Remove the batteries and then press Power for 8 seconds to reset the remote. Then reinsert the batteries and try to use the remote again. Check out the user manual( if you do not have one please visit www.samsung.com type in your model number) if you need help accessing the battery compartment.

Check to see if the remote is sending an IR signal.

  • Get either a digital camera or use the camera on your phone or tablet. Point the remote at the camera, and then press and hold the Power button on the remote. As you hold the button down, look at the camera's screen. If the remote is sending an IR signal, you will see a colored light coming from the remote control.
  • If you do not see the IR light, replace the batteries with fresh ones and try again. If you still do not see the IR light, replace the remote.
  • If your remote is not a Smart Remote, and you see the IR light, turn your TV on using the control on the TV directly, and then try again to control the TV by pointing the remote directly at the Samsung logo.

If you have a Smart Remote, try to pair it with the TV.

 

Press and hold Return and Play/Pause simultaneously for at least 3 seconds until a message appears on your TV indicating that the remote is now connected.

If the remote will not pair, get your phone out again (or another similar Bluetooth device) and navigate to its Bluetooth menu. (On many phones you can swipe down to open the navigation bar, then touch and hold the Bluetooth icon to open its menu.) Look for your TV on the list of available devices.

  • If other devices like your phone can see the TV as an available Bluetooth device, then your Smart Remote is not functioning correctly. Replace the Smart Remote. If you're in warranty, contact 1-800-Samsung for a replacement, or you can purchase one from samsungparts.com.
  • If other devices like your phone cannot see the TV, the TV requires service.

* Use the following link to find a list of service centers near you that can do the repair 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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3 REPLIES 3
Highlighted
Samsung Moderator
Samsung Moderator

Re: Samsung UHD TV remote wont scroll down in sub-menu

JUMP TO SOLUTION

There's a quick check to perform to figure out if it's your remote or your TV at fault. Remote is flashing but not responding.

 

Reset the remote

  • Remove the batteries and then press Power for 8 seconds to reset the remote. Then reinsert the batteries and try to use the remote again. Check out the user manual( if you do not have one please visit www.samsung.com type in your model number) if you need help accessing the battery compartment.

Check to see if the remote is sending an IR signal.

  • Get either a digital camera or use the camera on your phone or tablet. Point the remote at the camera, and then press and hold the Power button on the remote. As you hold the button down, look at the camera's screen. If the remote is sending an IR signal, you will see a colored light coming from the remote control.
  • If you do not see the IR light, replace the batteries with fresh ones and try again. If you still do not see the IR light, replace the remote.
  • If your remote is not a Smart Remote, and you see the IR light, turn your TV on using the control on the TV directly, and then try again to control the TV by pointing the remote directly at the Samsung logo.

If you have a Smart Remote, try to pair it with the TV.

 

Press and hold Return and Play/Pause simultaneously for at least 3 seconds until a message appears on your TV indicating that the remote is now connected.

If the remote will not pair, get your phone out again (or another similar Bluetooth device) and navigate to its Bluetooth menu. (On many phones you can swipe down to open the navigation bar, then touch and hold the Bluetooth icon to open its menu.) Look for your TV on the list of available devices.

  • If other devices like your phone can see the TV as an available Bluetooth device, then your Smart Remote is not functioning correctly. Replace the Smart Remote. If you're in warranty, contact 1-800-Samsung for a replacement, or you can purchase one from samsungparts.com.
  • If other devices like your phone cannot see the TV, the TV requires service.

* Use the following link to find a list of service centers near you that can do the repair 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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Constellation

Re: Samsung UHD TV remote wont scroll down in sub-menu

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I also started having this issue today suddenly. Tried with diferent remotes and no luck same thing. Samsung chat support was unable to reset my tv QLED65

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Astronaut

Re: Samsung UHD TV remote wont scroll down in sub-menu

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I am in the UK and have had exactly this issue with my brand new QE55Q85R QLED smart TV


It is clear this is a TV software bug that Samsung have seemingly ignored for over 9 months and it has absolutely shaken my faith in not only Samsung products but also their support services

 

I called in to spend the first 20minutes explaining the issue and proving that a power cycle did not fix the issue and there was nothing wrong with the (4) remotes that otherwise work perfectly with this TV.  We then we got to the heart of the issue - inability to scroll down in the settings sub-menu to do a reset either locally or remotely.  So to be clear this issue has nothing to do with the remote

 

After some more time I was told there was nothing that could be done and that I should return the product to John Lewis.  I said this was crazy and there had to be a way to reset and insisted on a call back from the support supervisor (which I am still waiting for) 6 hours later

In the meantime I found this site by and was delighted to discover that holding down the home button on my remote also leads directly to the Remote Connect page and in a subsequent support call was able to explain what I had done, provide the remote connection PIN and get the TV reset remotely.  I have no idea how many TV models this will work for but very relieved it worked on mine.  

 

By the way the second support person told me they had not come across this issue and assured me that it has nothing to do with the SmartThings app.  I can't figure out how both those statements can be known to be true, but anyway I will avoid the SmartThings app at least until the TV has had a software update

Frankly, a horrendous first experience with a Samsung TV and support and am praying that Samsung give this the attention it merits and fix it before it recurs

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