We are working on gathering more details on this situation that is occurring. I do want to let you know that due to the number of products and rates at which software is released, the site may not always have the latest version of the software listed properly. The webmaster does work diligently on trying to get these updated the best they can. If you have a number higher than the version listed there, you're television should have the latest firmware version available.
If a Samsung TV or Odyssey Ark is having problems with signal, network, picture, or sound the built-in self-diagnosis tools or a factory reset will probably solve them.
Did a full reset with support and before that removed and reinstalled all hdmi resources. Issue still persists.
Like for everyone else it seems the issue is very hard to predict. Sometimes it turns on after a few hours, sometimes at night. Typically when no one is in the room. Log says sensor. It triggers different inputs as well, deleted Samsung tv, so now typically hdmi1 (my cable box)
Justin, Performing a factory reset does not resolve the issue. The CEC driver within the TV appears to be ignoring the Power On/Off command from external CEC devices. I have noticed after unplugging the TV - it will recognize the CEC Power On/Off command only the first time and ignore all additional attempts.
As this appears to be a hardware or software defect from the television - should this be covered by warranty (ie manufacturer defect)?
Hey Justin. Thanks for reaching out. Having public acknowledgment of these issues from Samsung is a great start. I've been tracking this issue on both Samsung forums and Reddit, and it's certainly one that's pervasive and one of the nastiest firmware screw-ups in recent times. I'm experiencing both issues the community has expressed and have spent many hours troubleshooting every time of workaround available, trying to get it to work with no luck. I hope the breakdown below helps you and the engineering team understand the issues at hand. Thanks
CEC communications is broken (tested on Apple TV)
Working Behavior: When the Apple TV (ATV) remote was used to turn off the TV, the Frame would go into Art mode. Powering it back on would return you to the last state on Apple TV (with the "Open last app at startup" setting in Frame).
Broken Behavior: Now, turning off the TV with the ATV remote either opens Samsung Cable or leads to the "Source offline" screen because the ATV goes to sleep, but the Frame TV never receives the signal to enter Art mode.
When It Began: It appears to have been introduced with the latest 1503 firmware.
Tests Conducted: Multiple steps were tried, but nothing resolved it.
TV turning on randomly throughout the night
Working Behavior: After going to bed with the TV in Art mode, it would stay off.
Broken Behavior: Now, the TV turns on around 2 AM without input, playing whatever was last, startling us on multiple occasions.
When It Began: It started happening ~6 months ago.
Tests Conducted: Tested with Motion Behavior turned off at night; reviewed logs on Samsung, which indicated Samsung sending Apple TV a CEC message to wake up.
All troubleshooting steps have been tried. Was told by Samsung support that there’s an upcoming firmware to resolve this issue, but it’s been over 7 months of waiting.
We've tried all the resets, and the problem persists.
I've managed to localize it to the "Sleep After" setting. If I set that for 5 minutes, then the Frame switches from Art Mode to live tv or streaming tv in 5 minutes. If I turn "Sleep After" completely off, then the problem goes away. But so does the art functionality of the frame.
This is a software update problem that Samsung needs to fix.
You also need to inform your techs that this is a widespread problem. I've talked to several of them who have naively tried to fiddle with this or that setting. Wastes both of our time.
Factory reset doesn’t fix it as many have tried already. Just today Art mode can’t even stay on for 5 min. It keep stopping and switching to HDMI1 now that i disabled Samsung Smart TV. If i kept that in it would blast the audio. At least with HDMI1 Apple TV Ariel screen comes up. If i don’t catch it , the TV will run that mode all day.
