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QN95B - Bug: Extremely dark screen when viewing 100% white/grey/magenta screen in game mode

(Topic created: 06-22-2022 12:21 AM)
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rvilla87
Asteroid
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QLED and The Frame

Hello,

I have a picture problem where the QN95B darkens the screen too much when:

  • Game Mode: ON (so, also @144hz and Input Signal Plus)
  • HDR: ON (I use Windows 10) - TV status screen shows "HDR" just above the time
  • View a picture/video with 100% white/grey/magenta color in fullscreen

This problem occurs whenever the local dimming option is (low, standard, high) and only when game mode is turned off the TV can display the image without darkens the screen. Changing HDMI ports and factory reset did not solve the problem.

Also, viewing other colors such as yellow, it does not dim.

How to test it - both in fullscreen:

1) Youtube videos (from PC, NOT from TV youtube app because game mode is only available in external sources):

Video 100% white (where the problem occurs): https://www.youtube.com/watch?v=QggJzZdIYPI

Video 9x% white (it is not totally white because it has a small black margin, so the problem does not occurss): https://www.youtube.com/watch?v=J3pF2jkQ4vc

2) Picture (from PC):

https://i.ibb.co/vkKCyYd/4k-White-full-screen.jpg

Once opened in a new page, pressing F11 will display the picture in fullscreen and once the "F11" message disappears the screen will darken.

 

Samsung, could you please fix this problem?

Thanks

4 Replies
Samsung_Moderator
Community Manager
Community Manager
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QLED and The Frame

I can definitely understand how frustrating this may be. Does this occur on all inputs? Please ensure that you have the unit updated with the latest firmware. Last but not least, a factory reset may be in order. Just make sure you back up all your data or remember all of your settings prior to doing so.

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rvilla87
Asteroid
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QLED and The Frame

Hi, I have tried on all the inputs and also done factory reset but none of these solutions worked.

I have firmware 1211 but the problems were also occurring on the previous 2-3 firmwares.

I have also edited the first post to add more details on how to reproduce the error:

  • Game Mode: ON (so, also @144hz and Input Signal Plus)
  • HDR: ON (I use Windows 10) - TV status screen shows "HDR" just above the time
  • View a picture/video with 100% white/grey/magenta color in fullscreen
  •  
Solution
Samsung_Moderator
Community Manager
Community Manager
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QLED and The Frame

I believe this particular issue may require service. In order to be certain, I 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

rvilla87
Asteroid
Options
QLED and The Frame

Hello, thanks for the help.

I don't have an easy access to the one connect, so I will try the others inputs in the next hours.

As for the factory reset, before I do it, I'd rather other users (and also you, Samsung) try these tests to see if this problem also happens to their TVs, because it seems to me that it's a software problem.

How to test it:

1) Youtube videos:

Video 100% white (where the problem occurs): https://www.youtube.com/watch?v=QggJzZdIYPI

Video 9x% white (it is not totally white because it has a small black margin, so the problem does not occurss): https://www.youtube.com/watch?v=J3pF2jkQ4vc

2) Picture:

https://i.ibb.co/vkKCyYd/4k-White-full-screen.jpg

Once opened in a new page, pressing F11 will display the picture in fullscreen and once the "F11" message disappears the screen will darken.

Could any of you do these test in game mode and see if it also happening to you?

Thanks

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