Original topic:

Black Screen

(Topic created on: 4/10/20 9:50 PM)
userwb7McpST6l
Constellation
Options
Qled and Frame

Hi All,

Model: QN75Q7FAM

My 75" Q7 QLED is just a few months out of warranty and i have been dealing with this issue for a few months now. After about a day of being off the TV will turn on but have a Black screen. Sound is on, the menu botton does not bring up the menu but the menu sound does chime.


From what i understand this is a common issue with Samsung QLED TVs.

If I disconnect the one box for some time,then plug it back in it works for a little while and then the same issue returns...

 

Im just frustrated that I spent big bucks on a premium TV and this happens 2 years later right when it goes out of warranty. Need Samsung to do whats right and make a loyal customer happy again!

0 Likes
Reply

1 Solution


Accepted Solutions
Solution
SamsungCaleb
Samsung Moderator
Samsung Moderator
Options
Qled and Frame
  1. Check the One Connect cable for damage and solid connection.

    Disconnect and firmly reconnect the One Connect cable at both ends. (Some models call this the Invisible Cable.) 

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

  2. Disconnect the One Connect Box to see if the TV displays an error message.

    • If you see anything (like a message or picture) on the TV after disconnecting the One Connect Box, the One Connect Box needs to be replaced.
    • If the TV is plugged into a wall outlet, turned on, and disconnected from the One Connect Box, but no message appears, Then this will require service.
  3. Note: If your TV does not have a power cord directly to the wall outlet, skip this step.

    Disconnect the One Connect Box (either by disconnecting its power cord, or the One Connect cable).

  4. Press the Home (Menu) button on the remote.

    If the menu does not appear, the TV may be having power issues.

  5. Confirm the TV is set to the same source as the external device.

    For instance, if your cable box is connected to HDMI 1, set the TV source to HDMI 1.

    If the TV is set to the correct source, but there is still no image, unplug and reconnect the AV 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.

  6. Test the HDMI cable.

    Some 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 the next step.

    The test is designed for HDMI cords less than 2 meters long and may not give accurate results on longer cords.

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

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

  7. 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.

If none of this helps then this will require service and depending on the warranty you do have a couple of options, If the TV is out of warranty you can use the link below to find a service center in your area to get set up for service, if the TV is in warranty you can send me or any of the other moderators a private message and we can get that set up for you.

 

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


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.





Please note, notification emails are a DO NOT REPLY address, you must log-in on the community page in order to respond.

View solution in context

0 Likes
Reply
1 Reply
Solution
SamsungCaleb
Samsung Moderator
Samsung Moderator
Options
Qled and Frame
  1. Check the One Connect cable for damage and solid connection.

    Disconnect and firmly reconnect the One Connect cable at both ends. (Some models call this the Invisible Cable.) 

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

  2. Disconnect the One Connect Box to see if the TV displays an error message.

    • If you see anything (like a message or picture) on the TV after disconnecting the One Connect Box, the One Connect Box needs to be replaced.
    • If the TV is plugged into a wall outlet, turned on, and disconnected from the One Connect Box, but no message appears, Then this will require service.
  3. Note: If your TV does not have a power cord directly to the wall outlet, skip this step.

    Disconnect the One Connect Box (either by disconnecting its power cord, or the One Connect cable).

  4. Press the Home (Menu) button on the remote.

    If the menu does not appear, the TV may be having power issues.

  5. Confirm the TV is set to the same source as the external device.

    For instance, if your cable box is connected to HDMI 1, set the TV source to HDMI 1.

    If the TV is set to the correct source, but there is still no image, unplug and reconnect the AV 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.

  6. Test the HDMI cable.

    Some 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 the next step.

    The test is designed for HDMI cords less than 2 meters long and may not give accurate results on longer cords.

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

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

  7. 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.

If none of this helps then this will require service and depending on the warranty you do have a couple of options, If the TV is out of warranty you can use the link below to find a service center in your area to get set up for service, if the TV is in warranty you can send me or any of the other moderators a private message and we can get that set up for you.

 

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


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.





Please note, notification emails are a DO NOT REPLY address, you must log-in on the community page in order to respond.

View solution in context

0 Likes
Reply