Q90T QLED UHD Black screen, sound works

[ljackson]

Have a Q90 T series QLED 4k UHD Smart Tizen that has clear sound, but the screen is black. Tried the basic troubleshooting, check cables, unplug, etc. Unable to perform the recommended reset because we can't see the screen. Any other suggestions for troubleshooting?

[Samsung_Moderator · Accepted solution]

Hey, welcome to the community! If I couldn't play video games I'd go insane. Let's get this situated for you as soon as possible. The issue could be with your external device and not your TV. For instance, if your screen uses a One Connect Box, which allows you to connect multiple external devices, there are some troubleshooting steps you can take to solve the issue. If it isn't connected to one, you can try other methods, such as checking your connections and cables.

TV without a One Connect Box has no picture

Press the Home (Menu) button on the remote.
If the menu appears, then the TV is powered on, but it is either not on the correct source or not receiving a signal.
If the menu does not appear, the TV may be having power issues. 

Confirm the TV is set to the same source as the external device.
Your TV may display a black screen if it's connected to a source but the external device is turned off. For instance, if your cable box is connected to HDMI 1, you should set the TV source to HDMI 1 and make sure the cable box is turned on.

If the TV is set to the correct source, but there is still no image, unplug and reconnect the connections one cable at a time, from both ends of each cable. If there's any damage to the cable, it will need to be replaced. After you've reconnected the external device, turn it off and then back on.

Note: The HDMI cable test is designed for HDMI cords less than 6 feet long. The test may not give accurate results on longer cords.

Test the HDMI cable.
Certain TVs have an HDMI cable test. Some models only have this test after a software update, and older models do not have it. If your model does not have this test, or is not connected by HDMI, skip to Step 4.

To perform the test, make sure the TV's source is still on the HDMI setting for the cable you want to test. Navigate to Settings, and then select Support. Select Device Care, select Self Diagnosis, and then select Signal Information. Select HDMI Cable Test, and then select Start Test.

If the test says the cable is bad, replace the cable. Service is not required.

Test different external devices.
The final thing to rule out is the external device you're using. Try connecting a different device, or using a different source port. If you were unable to test the cable in the previous step, then try swapping the cable too.

If the TV can display a picture in any other setup, then you've ruled the TV out as the cause of the issue. Keep trying various setups until you identify the device or cable that is not working, and troubleshoot or replace it.

TV with a One Connect Box has no picture

A One Connect box serves as a hub for all of your TV’s connected devices, such as your cable box or video game system. It’ll help you organize your cables and wires as well. It is only included with select TV models. The troubleshooting steps are the same as a tv without one, with a couple of additional steps.

Check the One Connect cable for damage and ensure it is connected.
Disconnect and firmly reconnect the One Connect cable at both ends. (Some models call this the Invisible Cable.)

If the One Connect cable is bent, broken, kinked, pinched, or has a heavy object on top of it, it can cause issues. The cable needs to be replaced if damaged.

Disconnect the One Connect Box to see if the TV displays an error message.
Disconnect the One Connect Box either by disconnecting its power cord or the One Connect (Invisible cable).

If you see anything (like a message or picture) on the TV after disconnecting the One Connect Box, then the One Connect Box needs to be replaced.
If the TV is plugged into a wall outlet, is turned on, and is disconnected from the One Connect Box, but no message appears, the unit will need to be serviced.

If this does not help I recommend letting a service technician have a look. As we would like to gather additional information and look at this from a case-by-case basis, please provide the full model code and serial number of the device as well as your best contact phone number, name, and email.  

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If your unit is out of warranty and you would like to receive quotes on service/labor from an Authorized Service Center near you, please visit:

http://www.samsung.com/us/support/service/location