Neo QLED 4K QN1EF remote not working

[Antboy1]

55 Neo QLED 4K QN1EF remote not working with HUB. To whom it may concern, you're telling me that my problem is solved.And it's not. Also, you're not allowing me to post anymore.

This is what I was talking about when I said it may be a software issue, correct me.If i'm wrong thank you

[Samsung_Moderator]

Hi, Antboy1, welcome you to the community! We understand your concern that the TV isn't working with the hub, and we're happy to help.

Is the remote working on the TV for other apps external devices and just not the Smart Hub, or is it not working at all?  

Are you using the Samsung Remote or a different universal remote?

If you are using the remote that came with the TV, we would recommend reviewing this guide: http://www.samsung.com/us/support/troubleshoot/TSG10002214/

Please let us know if this helps or if you have further questions!

[Jennaborst]

I have tried repairing the solar remote-it was successful pairing, but still does not work on the smart hub/Home Screen.  I have unplugged the TV for 10 minutes-did not fix it.  I reset to factory settings-didn’t fix it. I held the power button to install updates- that didn’t fix it either. 

[Antboy1]

I'm having the same problem

[Jennaborst]

When I push the home button, and I am on the smarthub, the remote doesn’t work. I can push the Netflix button at the bottom, and once I am on Netflix, the remote works perfectly. Same with the prime video button at the bottom of the remote. 

[Antboy1]

I'm having the same problem

[Samsung_Moderator]

Hi, Antboy1 and Jennaborst,

From your description of what's happening, I understand that the remote will turn on the TV and the app buttons will pull up the app, but the Smart Hub isn't working. Usually repairing the remote works, but you noted this isn't working. 

With what you've provided, I am unsure if it is the remote that's the issue or if the Smart Hub is not working right. Here are a few things to check and a few questions to help narrow down where the problem lies.

• Please check that there's nothing blocking the IR receiver area on the TV.
  Please check that the Home/Smart Hub button isn't stuck.
• Have you tried a universal remote or using Smart Things on your smart phone to see if the smart hub responds with a different remote?
• Can you get to the Settings with the Home/Smart Hub button?
• Also, when you repaired the remote, did you try resetting the remote?

I recommend trying a full reset if the other remotes work and they are able to get the smart hub to respond or if the Solar Remote can get to settings and move around and select different settings.

Full reset of the remote:
Press and hold the Return and Ambient keys until the light blinks (the Ambient button is the button above the directional buttons on the right (it looks like tiled windows).
After the Full Reset, the remote would need to be paired again. (Press and hold the Return and Play/Pause buttons for at least 5 seconds until a message displays on the TV indicating that the remote is now connected).

If the Smart Hub itself is unresponsive, then resetting the Smart Hub should correct it.
Press the Home button, go to the Settings > Support > Device Care > Reset Smart Hub

You can also check out Self-Diagnosis for the TV:

Press the Home button, go to the Settings > All Settings > Device Care > Self-Diagnosis

Please let us know if this helps.

[Antboy1]

I've tried everything you suggested.
Not working. I've been trying to fix my t.V for about four hours. During my research, I found out, it may be a software update problem. My current version, 1260

[Samsung_Moderator]

Thank you for your quick reply and letting me know you've tried what was mentioned.  Would you mind providing your model number so I can check the firmware?

[Antboy1]

Try using the smart thing remote, same issue