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Samsung Moderator
Samsung Moderator

Re: Q6FN remote control "Home" button not bringing anything up.

If this does not resolve the issue, I would recommend calling our Digital Television department at 1-800-SAMSUNG. Ask for them to remote into the television and perform a service reset. After this, re-pair the remote and keep us posted. 

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userdzosWSqd1h
Constellation

Re: Q6FN remote control "Home" button not bringing anything up.

OK, I'll give that a try, thanks.  Can you please tell me the hours they are available?  I'm on the west coast.

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Samsung Moderator
Samsung Moderator

Re: Q6FN remote control "Home" button not bringing anything up.

Someone is always available 24/7 but I would recommend M-F 9 AM - 9 PM EST. 

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userSnfmMYlpQz
Constellation

Re: Q6FN remote control "Home" button not bringing anything up.

This is not  an issue with the remote.  This also happens on my 65" Q6 that i have had for two days. The only way to fix it is use the Bixby voice command to access the Settings to reset the SMART Hub.  Samsung Tech needs to figure out what is causing the SMART Hub to crash daily and provide a software update or there are going to be a lot of TVs being returned

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Samsung Moderator
Samsung Moderator

Re: Q6FN remote control "Home" button not bringing anything up.

We certainly understand, I'd like to escalate this to our specialists for you guys. To get that going, can you all provide the full model code of the TV and the current software version running? This information can be found in the menu under Support > Contact Samsung. 


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.

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userSnfmMYlpQz
Constellation

Re: Q6FN remote control "Home" button not bringing anything up.

QN65Q6FNA

 

Software: T-KTM2AKUC-1153.1, BT-S

 

Today is the first day I have not had to reset the SMART Hub so far.

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Samsung Moderator
Samsung Moderator

Re: Q6FN remote control "Home" button not bringing anything up.

Thank you for this information. To look further into this, can you send us a private message to the link with your name, email address, and phone number? 


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

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LoopBak
Asteroid

Re: Q6FN remote control "Home" button not bringing anything up.

I'm having the same problem. I got the 65" TV the day after Thanksgiving. Every. Single. Day since I got it I have to do a soft reset (holding the power button down) to get the home button working again. I haven't tried the Bixby voice control to reset. This is frustrating to me. Calling into support is useless. I get the replace battery, do a soft reset, etc. scripts. This is not a problem with the remote itself, but definitely a software bug, causing the SmartHub app to crash constantly. I know this  has already been said, but I came to that determination myself coming her looking for a fix. I'm glad to hear it's not just my unit having this problem.

 

Support, I sent an email using the provided link. We need a firmware update for this ASAP please.

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Duanerice
Asteroid

Re: Q6FN remote control "Home" button not bringing anything up.

Just purchased the 65' NU8000.  Worked great the first day.  Today we cannot get the home button or the voice button to work.  It won't connect to the internet but was connected yesterday.  Have no idea what to do but the TV is worthless if I cant get this to work.  It will go back to the store soon if there is not a fix.  

 

I did everyhting that has been listed here, unplugging, soft reset, replacing batteries.  This is a fairly expensive TV and I really didn't expect to have any issues.

 

Any other suggestions before I call the tech support and let them tell me to do everything I just did?

Thanks

 

Edited:  I called the Digital Television department and of course they had me unplug the TV, do a reset and pair the remote again.  Her answer - send me a new remote and I should get it in about 10 days?  I mentioned the issues we were having but it fell on deaf ears.  She was happy to get me a remote and get me off the phone.  So now I wait another 10 days and call back?  Ugh!  The good news is the voice command now works so I can change my input.

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userAAZ91MXEPE
Constellation

Re: Q6FN remote control "Home" button not bringing anything up.

I have a brand new qe55q9fn, sold in Europe, firmware 115.3 and I have the exact same issue. Tried unplugging the TV, then doing cold reboot and pairing the remote - to no avail.

 

The only thing that helps is going to Settings and resetting the Smart Hub (if you can't get voice commands to work, try accessing the settings via Smart Things app and starting tv setup from there, then cancelling it, which brings to you settings on TV, then you can reset Smart Hub).

 

I have my nVidia Shield TV 2017 connected via HDMI do AVR (Denon X3400H) and AVR connected to TV via HDMI ARC (HDMI 4). One thing I noticed which may be related is that when the AVR is off, the remote doesn't work at all, and sometimes, when AVR is on, the Home button brings up source selection menu of AVR. But since it is resetting the Smart Hub that helps I too believe that it is a Smart Hub software issue.

 

Sinece Q9FN is a premium TV which I paid a lot of money for, I'd expect it to work as intened out of the box. Instead I'm battling this problem since day one and can't use my TV without hacking it every single day. This is unacceptable. Please fix this already.

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