M7 Smart Monitor Stuck on “Preparing... Please Wait” Loop

[cnadya]

Hi everyone,
My Samsung M7 Smart Monitor is stuck in a continuous loop. It keeps showing “Preparing... Please wait” when I press the home button and won’t proceed beyond that screen. When it reaches 99%, it briefly loads, then goes back to standby mode automatically. If I try going to the Home screen again, the same message appears. Sometimes it even gets stuck at 1% and doesn’t move at all and then goes back to standby mode.

Has anyone experienced this issue or know how to fix it? I’d really appreciate any help.

[tommyd193010]

Weird

[Samsung_Moderator · Accepted solution]

Hello! Thank you for reaching out. I recommend trying a factory reset on the monitor, if possible. If not, this will require service. Depending on your warranty, you will have a few options. 

- If your device 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 processed. 
- If you're within the one year warranty, you can Private message me or one of our moderators or you can call in directly at 1-800- 726-7864 with your full model and serial number to have service setup
- If you're OUT of warranty, for depot type products (Soundbars, Home Theater Systems, tablets, ect.) that require to be shipped we recommend you speak with our depot team for pricing and to have the service set up: 1-310-669-4334.