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Original topic:

Q6FN remote control "Home" button not working

(Topic created: 03-07-2019 07:58 AM)
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userH3XjfVkjtX
Constellation
Options
QLED and The Frame TVs

I have a Q6FN (2018) model which is 2 days old. Last night I was in the settings adjusting the picture for the first time and today when the television was turned on, the Home button on the remote doesn't do anything. Light flashes red on the remote, no menus, no app bar, no nothing. Can't change inputs with the remote, settings or really anything important at all.

 

I researched it a bit and have tried the following so far: I unplugged the television while off, waited and then plugged it in. Power it up (with the remote) and still nothing. Repeated that process a few times. I have also re-synced the remote (hold Play / Back simultaneously for 3 seconds). It re-syncs successfully, still nothing. All the other buttons on the remote function normal, even the "long" press function of home works which brings up the remote assistance reference number. Short press of Home to access pretty much anything important is the culprit.

 

Other solutions I've read involve accessing settings to reset the Smart Hub etc. which is of course impossible because I can't get to the settings in the first place.

 

A little side note for flavor: 7 months ago I got a full refund on a Samsung KS8500 which had 4 repairs in a single YEAR, under warranty. After battling Samsung. I SWORE I would never buy another Samsung product and sat on the money until 2 days ago where after a lot of research I decided to take the leap...give them a second chance. It has the features I want (gaming). It looks great, price isn't bad. My frustration level is well beyond 9000. You know what they say, "fool me once".

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Samsung_Stephanie
Samsung Moderator
Samsung Moderator
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QLED and The Frame TVs

I certainly understand, and it is indeed different. It is similar in that you'll be back at factory settings but there are internal software components that don't get cleared through a normal reset that this particular reset addresses. It's in those components that our specialists believe the "glitch" for lack of a better word is happening. This reset would clear that out and correct everything to working normally again. 


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userGvx43lhapW
Constellation
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QLED and The Frame TVs

I already did a remote reset and nothing’s changed.... It’s obviously a firmware issue !

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Samsung_Stephanie
Samsung Moderator
Samsung Moderator
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QLED and The Frame TVs

Do you mind providing me with the ticket number from your call so I can reference this for our escalation?


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userEYw3pWSmsi
Constellation
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QLED and The Frame TVs

I am having problem with my tv. I am in the verge of asking for a refund. Please give me a fix on this problem!

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Samsung_Stephanie
Samsung Moderator
Samsung Moderator
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QLED and The Frame TVs

userEYw3pWSmsi right now the recommended fix is to call our Support line and request a remote reset with a remote support agent. If for some reason the agent refuses, you can let me know here and I can help make it happen for you. I can't do the reset myself as I don't have the software for it, but I will help as much as I can. 


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user80zDABO2ZG
Asteroid
Options
QLED and The Frame TVs

I followed this yesterdayand so far, it has cleared up the concern.  I know I'm only 1 person but it was successfull when nothing else was so far.

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userEYw3pWSmsi
Constellation
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QLED and The Frame TVs

How did you do it? Samsung support is hopeless!!! 

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user80zDABO2ZG
Asteroid
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QLED and The Frame TVs

@userEYw3pWSmsi I called the 800 number and mentioned the home screen button was gone and that the support thread said they needed to do a remote reset from their end.  took a little bit for them to click around and make sure it was updated, etc. and ultimately ended up resetting it.  took it back to factory but it worked.  Good luck, hope this helps

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userxhpPcAbZb1
Asteroid
Options
QLED and The Frame TVs

@user80zDABO2ZG wrote:

I followed this yesterdayand so far, it has cleared up the concern.  I know I'm only 1 person but it was successfull when nothing else was so far.


I too called in and had them perform a remote reset.  I have my home button function again.  We will see if it lasts!

userVCqDRzrPvP
Constellation
Options
QLED and The Frame TVs

Having this issue as well.   Bought QN49Q6FNA on black friday and it worked great for a few months.  Now, 50% of the time when I turn the TV on, SmartHub/Home button does not work.  Turning the TV on/off several times typically brings it back but that is not a solution.

 

QN49Q6FNA

T-KTM2AKUC-1202.3

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