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Q60D HDR randomly washed out on 4K Apple TV and PS5

(Topic created: 05-21-2024 12:07 PM)
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zachyp33
Constellation
Options
QLED and The Frame TVs

I just recently replaced my Q60C (broke during a move) with a brand new Q60D, and I'm having some weird HDR issues with HDMI connected devices. For the first week or so, everything was working great, and my Apple TV and PS5 auto-detected HDR and everything was working smoothly. Then randomly one day, both devices look super washed out when HDR is enabled, but looks perfectly normal in SDR. I didn't change any settings, and I'm just confused as to what happened. I finally got fed up with it, and after a TV factory reset, everything was working normally again in HDR. Then, out of the blue, the same issue popped up a few days later and was yet again fixed with a factory reset. I'm on factory reset number 3 and I'm just fed up with it. Does anyone have any ideas as to what would be causing this issue? Thanks in advance!

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Samsung_Moderator
Community Manager
Community Manager
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QLED and The Frame TVs

Hi there, Since this is occurring with multiple devices, and with different HDMI cables, we would recommend service as the next step. Additionally, with this sometimes being and intermittent issue, I suggest taking photos or a video recording of the symptoms, just in case they do not show up when the tech is there. 

There are a few options here we can take based on your warranty status. 
If you’re in the one-year manufacturer’s warranty, please gather together the full model and serial number of your unit, and have ready your name, street address, 2 phone numbers (Best contact, alternative number), email, and place of purchase. Provide this information to an agent, in one of the following options below:
1.) Reach out to a Moderator directly, by selecting our name and the message option. When messaging please use a link to this thread in addition to the info above.
2.) Reach out to us on Facebook or Twitter. Please provide the same info as above, as well as the link to your thread.
3.) You can also contact 1-800-726-7864, if you’d like to speak with a live agent about this situation.
4.) Last, if you wish to speak with a live agent and don’t want to call in, you can reach out to our Live Chat team. 
If you’re out of the one-year manufacturer’s warranty: 
1. You can utilize this link to locate an authorized service center in your area to obtain estimates for repairs: http://www.Samsung.com/us/support/service/location or reach out to any local repair shop.
2. The other option, would be a replacement of the unit. Samsung.com offers amazing deals on different models that may be to your liking, check out those deals here: https://www.samsung.com/us/televisions-home-theater/tvs/all-tvs/

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4 Replies
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QLED and The Frame TVs
It could possibly be the hdmi wire. I recommend getting a new 1 that runs 4k not sure if your TV supports 4k I have 1 myself and it works great with the apple TV box
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zachyp33
Constellation
Options
QLED and The Frame TVs

Thanks for your reply, unfortunately I don’t think the HDMI cable is the culprit, I’ve tried multiple cables (and ports on the TV) that are rated for HDMI 2.1 4K 120hz.

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zachyp33
Constellation
Options
QLED and The Frame TVs

Update, still having this issue, hopefully someone can help point in the right direction. I have discovered that unplugging and plugging back in the tv solves the issue, but it comes back after some time, and the amount of time until it happens again. Maybe a Samsung tech can provide some insight? Do I need someone to come look at the tv? Thanks in advance.

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

Hi there, Since this is occurring with multiple devices, and with different HDMI cables, we would recommend service as the next step. Additionally, with this sometimes being and intermittent issue, I suggest taking photos or a video recording of the symptoms, just in case they do not show up when the tech is there. 

There are a few options here we can take based on your warranty status. 
If you’re in the one-year manufacturer’s warranty, please gather together the full model and serial number of your unit, and have ready your name, street address, 2 phone numbers (Best contact, alternative number), email, and place of purchase. Provide this information to an agent, in one of the following options below:
1.) Reach out to a Moderator directly, by selecting our name and the message option. When messaging please use a link to this thread in addition to the info above.
2.) Reach out to us on Facebook or Twitter. Please provide the same info as above, as well as the link to your thread.
3.) You can also contact 1-800-726-7864, if you’d like to speak with a live agent about this situation.
4.) Last, if you wish to speak with a live agent and don’t want to call in, you can reach out to our Live Chat team. 
If you’re out of the one-year manufacturer’s warranty: 
1. You can utilize this link to locate an authorized service center in your area to obtain estimates for repairs: http://www.Samsung.com/us/support/service/location or reach out to any local repair shop.
2. The other option, would be a replacement of the unit. Samsung.com offers amazing deals on different models that may be to your liking, check out those deals here: https://www.samsung.com/us/televisions-home-theater/tvs/all-tvs/