The Frame 65 hdmi ports not working

[samfrith]

I am using a The Frame 65" TV with a One Connect Box (serial number etc attached below). Since I've had the TV, none of the HDMI ports have worked. I have reset it to factory settings a couple of times, but that hasn't helped.

When I plug a HDMI cable into any of the ports on the One Connect Box and then plug my laptop to the other end of the HDMI, my laptop shows that it is duplicating the picture and sending the sound to a second display, as expected.

However, when I select the HDMI input on the TV, all I am shown is a blank screen and then a message saying "No signal". I have been through all the "device care" steps and have also checked for issues with any of the HDMI ports. All the checks come back saying that there are no issues.

Please can you advise how I can get the HDMI ports working, or even one of them. I am open to sending the One Connect Box in for repair if necessary.

[Samsung_Moderator · Accepted solution]

Hello @samfrith! Thank you for reaching out! I would recommend trying a new HDMI cable first to see if this helps. If it does not you may need a new one connect cable. You can purchase one on samsungparts.com or samsung.com. If that doesn't help this will be something that will require service. Depending on your warranty you will 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/