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Frame TV screen shows a no power / connection issue

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Hi, I have just started to get a black screen that shows trhe one connect box and some power leads / connector graphis that inplies something isn't connected propewrly on my Frame. However I have checked all connectors and they are fine, howevr there is no light on the one connect box, should there be one? Can someone advise.

 

Also to Samsung this is my 11th Samsung TV in 6 years and we have never had a problem, so would really appreciate your assistance, the Frame TV is ~2 years old.

Thanks

Dan

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Samsung Moderator
Samsung Moderator

Re: Frame TV screen shows a no power / connection issue

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When your TV has a black screen even when it's on, it's quite possible it could actually be your external device and not your TV. If your TV is connected using a One Connect Box, there are a couple of extra steps to troubleshoot.

 

  1. Tv without the one connect box has no picture

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

  • If the menu appears, the TV is powered on but 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.

  • 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.

Test the HDMI cable.

  • 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.

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 there is still no picture, use the following link to find a list of service centers near that can do the repair. http://www.samsung.com/us/support/service/location


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

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Highlighted
Samsung Moderator
Samsung Moderator

Re: Frame TV screen shows a no power / connection issue

JUMP TO SOLUTION

When your TV has a black screen even when it's on, it's quite possible it could actually be your external device and not your TV. If your TV is connected using a One Connect Box, there are a couple of extra steps to troubleshoot.

 

  1. Tv without the one connect box has no picture

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

  • If the menu appears, the TV is powered on but 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.

  • 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.

Test the HDMI cable.

  • 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.

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 there is still no picture, use the following link to find a list of service centers near that can do the repair. http://www.samsung.com/us/support/service/location


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

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Constellation

Re: Frame TV screen shows a no power / connection issue

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It is getting power, sorry I wasnt clear on that. I know there's power as the TV shows a graphic of the one connect box and cables and implies that something isnt connected correctly. I've checked all the connections and they are fine and nobody has even touched the TV. I did check the one connect box though and theres no light on, should it have a power on light somewhere?

Thanks

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Constellation

Re: Frame TV screen shows a no power / connection issue

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Please can someone help me on this one?

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Samsung Moderator
Samsung Moderator

Re: Frame TV screen shows a no power / connection issue

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There's a red LED behind the port that will light up when the One Connect box is powered.


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

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Constellation

Re: Frame TV screen shows a no power / connection issue

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Hi, i have no power to the one connect, i have checlked the outlets and they are producing power, but there's ni light on the one connect and that makers sense given thegrpahic on the tv screen, seems to imply missing power or a cable not connected.

 

Is the next step a replacement one connect box?

Thanks

Dan

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Constellation

Re: Frame TV screen shows a no power / connection issue

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Hi can you please respond, I assume I need a new one connect box, can you please advise re that. Is it covered under warranty, or could you send a replacement? Thanks

Dan

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Constellation

Re: Frame TV screen shows a no power / connection issue

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this isnt a solution, please resopond

 

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Samsung Moderator
Samsung Moderator

Re: Frame TV screen shows a no power / connection issue

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Our apologies for the delay, only a technician is able to diagnose the faulty part. It could be the box, the cable or the television. When was the television purchased? The manufacturer's warranty is for one year from the date of purchase, depending on the model.

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Constellation

Re: Frame TV screen shows a no power / connection issue

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The television was purchased at the end of 2018, so no longer in warranty. Given I have purchased so many Samsung TVs over the last 10 years, more than 12 in total I was hoping you could provide me the replacement for free.

Thanks

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