JUMP TO SOLUTION Solved

Original topic:

New from box 2022 Frame stuck in art mode and crashes repeatedly

(Topic created: 07-12-2023 04:31 PM)
1561 Views
Unhappilyhere
Asteroid
Options
QLED and The Frame TVs

New Samsung Frame 43" (2022) worked for a few hours then got stuck in art mode and crashes consistently. I cannot hit the home button or any other service buttons or the TV fully crashes and power cycles back to art mode. Weirdly I can change certain settings inside art mode and that works fine. Unplugging for long periods of time does not solve the problem. Any remote button presses to try to get out of art mode immediately crash the TV. 

 

Help. Please. 

1 Solution


Accepted Solutions
Solution
Samsung_Moderator
Community Manager
Community Manager
Options
QLED and The Frame TVs

Hello! Thank you for reaching out! I see how this can be frustrating with your frame TV having these issues. I would recommend first making sure your TV is up-to-date. If that does not help you may need to factory reset the TV. If none of this helps service or a return on the TV would be the best option. Depending on your warranty you have a couple of options. 

 

- 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 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, you can use this link below to find a service center in your area. 

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

View solution in context

0 Likes
Reply
6 Replies
Unhappilyhere
Asteroid
Options
QLED and The Frame TVs

also to add on - had a completely useless phone call with Samsung customer service who recommended fully returning the device and had no options for software fixes

0 Likes
Reply
Unhappilyhere
Asteroid
Options
QLED and The Frame TVs

further tag on - One Connect box makes 3-4 clicks while power cycling after the crash

0 Likes
Reply
userNbzHhjAe7v
Asteroid
Options
QLED and The Frame TVs

Agreed, I spent 2.5 hours on with samsung and they are just reading a script and say factory reset. These things did nothing other than waste time. They also said they don't know anything about firmware and blah blah blah. What are we supposed to do with these almost non functional units?

usernr6TenosQh
Constellation
Options
QLED and The Frame TVs

I am right there with you.  I thought it was the OneConnect box so I sent it back and got a new one.  Same problem!  Did you happen to buy it at amazon?  I did

 

0 Likes
Reply
Slapppy
Galaxy
Options
QLED and The Frame TVs

Besides that it also exits Art Mode on its own!

0 Likes
Reply
Solution
Samsung_Moderator
Community Manager
Community Manager
Options
QLED and The Frame TVs

Hello! Thank you for reaching out! I see how this can be frustrating with your frame TV having these issues. I would recommend first making sure your TV is up-to-date. If that does not help you may need to factory reset the TV. If none of this helps service or a return on the TV would be the best option. Depending on your warranty you have a couple of options. 

 

- 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 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, you can use this link below to find a service center in your area. 

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

0 Likes
Reply