Original topic:

Vertical shadow

(Topic created: 06-10-2021 05:46 PM)
EranT
Astronaut
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HD and UHD TVs

Hi,

I have a similar issue to what others have been posting here.  Basically a vertical shadow from top to bottom of the screen.  The TV is only 1.5 years old, and while it is out of the 1-year warranty, it is clearly some sort of defect as one would expect that not to happen so soon after buying a television set.  Based on similar posts from other users, this is clearly a problem that is not new and that Samsung is aware of it.  If that is the case, then it is not unreasonable to expect some resolution without requiring additional payment, even if it is after the 1 year deadline.

Thank you.

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Solution
SamsungCaleb
Samsung Moderator
Samsung Moderator
Options
HD and UHD TVs
  1. Test the HDMI cable.

    Some TVs have an HDMI cable test. The test is designed for HDMI cables less than 2m long and may not produce good results on longer cords.

    • On 2021 TV models: To perform the test, navigate to Settings. Select Device Care, select Self Diagnosis, and then select HDMI Troubleshooting. Select the HDMI connection you'd like to test, and then follow the instructions on the TV.
    • On previous TV models: To perform the test, make sure the TV's source is still on the HDMI setting for the cable you want to test, and then navigate to Settings. Select Support, select Self Diagnosis, and then select Signal Information. Select HDMI Cable Test, and then select Start Test.

    If the test says the cable is defective, replace the cable. Service is not required.Self Diagnosis selected on a Samsung TV

  2. Test different external devices.

    The final thing to rule out is the external device you're using. Try connecting a different device or using a different Source port. If you were unable to test the HDMI cable in the previous step, try switching out the HDMI cable for another one that is working.

    If the TV can display a picture in any other setup, then the TV is not the cause of the issue. Keep trying various setups until you identify the device or cable that is not working, and then either troubleshoot or replace that particular device or cable.

If the troubleshooting steps did not help above then you have a couple of options based on your warranty. 

- If your unit was recently purchased, you can check with your retailer on their return/exchange processes.
- If you have an extended warranty you can reach out to them to have service set up. 
- If you're within the one year warranty, you can Private message me or one of our moderators with your full model and serial number to have service setup
- If you're OUT of warranty, you can use this link below to find a service center in your area. 

https://www.samsung.com/us/support/service/locations/


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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1 Reply
Solution
SamsungCaleb
Samsung Moderator
Samsung Moderator
Options
HD and UHD TVs
  1. Test the HDMI cable.

    Some TVs have an HDMI cable test. The test is designed for HDMI cables less than 2m long and may not produce good results on longer cords.

    • On 2021 TV models: To perform the test, navigate to Settings. Select Device Care, select Self Diagnosis, and then select HDMI Troubleshooting. Select the HDMI connection you'd like to test, and then follow the instructions on the TV.
    • On previous TV models: To perform the test, make sure the TV's source is still on the HDMI setting for the cable you want to test, and then navigate to Settings. Select Support, select Self Diagnosis, and then select Signal Information. Select HDMI Cable Test, and then select Start Test.

    If the test says the cable is defective, replace the cable. Service is not required.Self Diagnosis selected on a Samsung TV

  2. Test different external devices.

    The final thing to rule out is the external device you're using. Try connecting a different device or using a different Source port. If you were unable to test the HDMI cable in the previous step, try switching out the HDMI cable for another one that is working.

    If the TV can display a picture in any other setup, then the TV is not the cause of the issue. Keep trying various setups until you identify the device or cable that is not working, and then either troubleshoot or replace that particular device or cable.

If the troubleshooting steps did not help above then you have a couple of options based on your warranty. 

- If your unit was recently purchased, you can check with your retailer on their return/exchange processes.
- If you have an extended warranty you can reach out to them to have service set up. 
- If you're within the one year warranty, you can Private message me or one of our moderators with your full model and serial number to have service setup
- If you're OUT of warranty, you can use this link below to find a service center in your area. 

https://www.samsung.com/us/support/service/locations/


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.

View solution in context

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