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Constellation

Re: Samsung QLED TV Turning Off and On by itself, remote not responding!!! Still Waiting for a fix!!

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What exactly worked for you? Are you referring to a suggestion in a previous post?

Thanks.
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Constellation

Samsung QLED 7 TV

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Samsung QLED TV Turning Off and On by itself, remote not responding!!! Still Waiting for a fix!! 

I have had the same problem with what seems to be a commonn problem with this model.

Really frustrating and anoying considering the TV is less than a month old.

 

has anyone who has had this problem, had it resolved???

 

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Constellation

Re: Samsung QLED TV Turning Off and On by itself, remote not responding!!! Still Waiting for a fix!!

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Did you hold the return and 123 button down?
This should re-set and relink your remote to the TV.
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Astronaut

Re: Samsung QLED TV Turning Off and On by itself, remote not responding!!! Still Waiting for a fix!!

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I tried this several times and it DID NOT help

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Constellation

Re: Samsung QLED TV Turning Off and On by itself, remote not responding!!! Still Waiting for a fix!!

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Turn off HDR mode for any and all inputs. Then go back to Samsung if you want to complain. This cured the exact same problem for me. I tried HDR and didn't like it. Never use it now but seems Samsung have a problem with it's use.
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Asteroid

Re: Samsung QLED TV Turning Off and On by itself, remote not responding!!! Still Waiting for a fix!!

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Here’s another Samsung QLED owner with the exact same problem who is getting extremely frustrated.  This problem started less than 60 days after the unit was purchased on December 1, 2017 from Best Buy in Winston-Salem, NC.  I’ll give more details subsequently, but first I’ll give a recap of the current situation.  With no warning the unit began cycling off / on every minute which increased in frequency to about every 15 seconds.  The remote would not work properly.  The only thing that would correct the problem for between 10 to 20 minutes would be to unplug the TV and the Smart Hub for at least an hour.  After trying EVERYTHING and more mentioned in this and other threads on this site pertaining to the problem, I contacted Samsung for remote support.  The Samsung representative was courteous and efficient while asking me questions and running diagnostics.  He found all the firmware/software to be up to date and reset everything.  It was all to no avail.  The problem continued and he said it was pretty clear there was a hardware malfunction and he would arrange for an authorized Samsung TV service technician to come to our home to fix the problem.  He actually arranged for that to happen while I was on the telephone with him.  He gave me the name and phone number of the service company, Tekniton in Charlotte, NC, and said they would be in touch with me to make an appointment.

 

The session with Remote Support was on a Friday.  I had a call from Tekniton on Monday afternoon saying the earliest I could have an appointment was the following Friday afternoon.  The service technician did come at that time and after doing diagnostics replaced the “main board”.  After the TV was back together he stayed for 15 minutes at my request to try to be sure the problem was solved and during that time everything appeared to be operating as it should.  Later that evening when the TV was turned on again it behaved for about 20 minutes and then the exact same problem reappeared.

 

I left a message at both the telephone number the technician gave me and the one for Tekniton.  I’m guessing it will be Monday at best before I hear back from them and then I’m going to be faced with more long wait times for appointments and no telling how many more frustrating episodes before a proper resolution is achieved.  Apart from having bought what was represented to me as “Samsung’s best” TV (without the curved screen in which we weren’t interested) it seems I’ve spent a great deal of money for a defective product and am not getting a timely resolution while becoming increasingly frustrated.  Maybe I’m just old fashioned at the age of 73, but when I spend that much money for what is purported to be a high quality product with high quality support, that’s exactly what I expect to receive and that hasn’t happened.  I want this problem fixed NOW or my money back immediately.

 

Here are the specifics promised above:

 

Model Code: QN55Q7FAMXZA

Serial Number: 

Software Version:  T-KTMAKUC-1151.0, BT – S

Sub-micom Version:  T-KTMOCTV-1113T-KTMOCJP-1113

Purchased from Best Buy, 1980 Griffith Road, Winston-Salem, NC 27103

     Order Number 1117335781935

Remote Support Reference # for service 4146680739

 

Timeline:

  • Purchased December 1, 2017
  • Problem first appeared January 25, 2018
  • Remote Support used January 26, 2018
  • Received contact from authorized service company January 29, 2018
  • Authorized service technician replaced main board late afternoon February 2, 2018
  • Problem reappeared evening of February 2, 2018
  • Messages left for service company and technician evening of February 2, 2018

 

Personal Efforts to Rectify Problem which was occurring regardless of source selected included:

  • Did all self-test which showed everything “OK”
  • Unplugged TV and Smart Hub from entertainment center power supply and plugged into separate circuit – no change
  • Turned HDR off completely – all inputs
  • Verified fiber optic cable never crimped and no visible damage
  • Removed and reinstalled batteries after 1 hour in black remote; held on/off button when no batteries installed – no change
  • Held return and play/pause buttons for more than three seconds – no change
  • Unplugged for one hour would cause TV and remote to work properly for 10 to 20 minutes (most often only about 10 minutes) and then problems would begin again. Within a matter of a few minutes the off/on cycling would increase rapidly in frequency until occurring about every 15 seconds.

 

I sincerely hope a Samsung representative will see this post and initiate appropriate action to get this situation expeditiously rectified.

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Samsung Moderator
Samsung Moderator

Re: Samsung QLED TV Turning Off and On by itself, remote not responding!!! Still Waiting for a fix!!

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userEmxFpUvynl, we're sorry to hear that, please keep us posted on the repair.

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Asteroid

Re: Samsung QLED TV Turning Off and On by itself, remote not responding!!! Still Waiting for a fix!!

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@SamsungGill wrote:

 

userEmxFpUvynl, we're sorry to hear that, please keep us posted on the repair.


I was really hoping for something more than a little sympathy and a “keep us posted on the repair” response from a Samsung representative.  Something along the lines of “I’ll be sure this problem gets expedited attention from our authorized service company and we’re extending your warranty” or “we’re overnighting a new Smart Hub and fiber optic cable to you” or “arrangements have been made to have a new replacement TV delivered to your house” or “Samsung is refunding your purchase price”.

 

This morning, Monday, February 5, 2018, I spoke again with the service company, Tekniton, and explained the problem had not been fixed.  I also shared that it was obvious from the Samsung Support board that others were having the same problem with the new QLED units and in some cases replacing the Smart Hub or the fiber optic cable had been the solution.  Got absolutely no reaction to that.

 

I was told the earliest appointment I could have for a repairman to work on the unit again would be the afternoon of Wednesday, February 7.  That will be 2 weeks with this expensive TV being unusable (there was no 4k ultra high definition large screen Super Bowl viewing for us!).

 

I will most assuredly continue to post progress, or any lack thereof, on this board.

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Asteroid

Re: Samsung QLED TV Turning Off and On by itself, remote not responding!!! Still Waiting for a fix!!

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@userEmxFpUvynl wrote:

@SamsungGill wrote:

 

userEmxFpUvynl, we're sorry to hear that, please keep us posted on the repair.


I was really hoping for something more than a little sympathy and a “keep us posted on the repair” response from a Samsung representative.  Something along the lines of “I’ll be sure this problem gets expedited attention from our authorized service company and we’re extending your warranty” or “we’re overnighting a new Smart Hub and fiber optic cable to you” or “arrangements have been made to have a new replacement TV delivered to your house” or “Samsung is refunding your purchase price”.

 

This morning, Monday, February 5, 2018, I spoke again with the service company, Tekniton, and explained the problem had not been fixed.  I also shared that it was obvious from the Samsung Support board that others were having the same problem with the new QLED units and in some cases replacing the Smart Hub or the fiber optic cable had been the solution.  Got absolutely no reaction to that.

 

I was told the earliest appointment I could have for a repairman to work on the unit again would be the afternoon of Wednesday, February 7.  That will be 2 weeks with this expensive TV being unusable (there was no 4k ultra high definition large screen Super Bowl viewing for us!).

 

I will most assuredly continue to post progress, or any lack thereof, on this board.


This is an update.

 

I received a very nice and appreciated private message from moderator SamsungCole letting me know parts had been ordered for my TV on February 5 and had been delivered to the authorized service center, Tekniton, on February 6.  As promised, late in the day on February 7 the technician from Tekniton arrived and announced he had the needed parts with him including a new display panel.

 

I had the TV ready for his attention and it was exhibiting the off/on and related remote problems.  After observing what the TV was doing, he called what he termed “Samsung Technical Support” and described what he was seeing.  The technical support person asked the technician to have the TV display certain diagnostic/statistical type information and tell him what he saw.  The technician finally had to photograph the screen because of the constant off/on cycling (I have a copy of that photo which I asked to be shared with me via email).  After hearing the results, the Technical support person indicated the data showed the fiber optic cable (part # BN39-02301B) was defective and was the only thing that needed to be replaced.  That was not one of the parts the service technician had with him and he indicated it would take at least 3 business days to obtain one.  Furthermore, the earliest date he could make an appointment to return was February 14 which I could not accommodate because of previously scheduled medical tests at a hospital in another city on that date.  Consequently, his return visit was set for the afternoon of February 15.

 

That means the earliest our TV can possibly be made usable again is 22 days after the problem started.

 

This episode today begs the question of if the technical support specialist proves to be correct, why aren’t other service technicians being made aware to avail themselves of the hidden diagnostic/statistics screen to identify the cause and solve the problem?  On the other hand, if this technical support person is wrong and, as a consequence, we suffer more weeks without a working TV, I’d like to suggest his employment be terminated.

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Asteroid

Re: Samsung QLED TV Turning Off and On by itself, remote not responding!!! Still Waiting for a fix!!

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If you had just read previous posts in this message board you would have discovered the solution to your issue a lot sooner. Cheers!

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