Samsung

SamsungGill · 4 weeks ago

Have you tried changing the modes on the soundbar? How are the two devices connected?

SamsungGill · 4 weeks ago

Is Dolby Atmos Compatibility turned on? You can set the TV to allow Dolby Digital+ with Atmos streams that are inputted from external devices.

SamsungGill · 4 weeks ago

Unfortunately, this is not an available feature.

SamsungGill · 4 weeks ago

Have you tried using a different Bluetooth mouse? Have you tried using a different DP cable? Is the software on the Mac up to date?

SamsungGill · 4 weeks ago

@user_srowe Please send us a private message with the full model code and serial number so that we can look into this for you: Link

SamsungGill · 4 weeks ago

Please go to Settings>Support>Contact Samsung and provide the current software version. When did the function last work?

SamsungGill · 4 weeks ago

Have you tried wiping the cache partition? Press and hold the Power key, tap Power off, and then tap OK. Press and hold the Power key and Up Volume key at the same time. Release the Power key when the Samsung logo appears. Release the Volume keys when the Android image appears. Press the Volume keys to highlight Wipe cache partition. Press the Power key to select. Once “Cache wipe complete” appears, press the Power key to select Reboot system now. The device restarts once the wipe is finished.

SamsungGill · 4 weeks ago

Have you tried plugging it directly into the wall outlet? Have you tried a different Samsung charger? Try holding down Power+Volume Down until the device reboots. Does it alter the symptom?

SamsungGill · 4 weeks ago

Have you tried a factory reset of the unit? Please go to Settings>Support>Contact Samsung and provide the current software version of the unit.

SamsungGill · 4 weeks ago

My apologies for overlooking that! Please send me a private message with the full serial number: Link

SamsungGill · 4 weeks ago

I understand, please keep us posted.

SamsungGill · 4 weeks ago

That will definitely require service. Please send us a private message with the full model code and serial number of the unit: Link

SamsungGill · 4 weeks ago

I definitely understand, you are welcome.

SamsungGill · 4 weeks ago

This will likely require service, when was the unit purchased?

SamsungGill · 4 weeks ago

Just to clarify, does it occur on all sources and inputs? Have you tried a factory reset of the unit? Can you please provide a picture of the symptom?

SamsungGill · 4 weeks ago

There is a newer software version available, have you checked for any available updates? You can also install it manually, the software can be found here: Link 1. You will need an empty USB Flash Drive. 2. Download the file from the link above 3. Once it is downloaded, right click on the file and click Extract and then select the base of the USB Flash Drive. 4. Then plug the USB Flash Drive into the television and navigate to the software update section.

SamsungGill · 4 weeks ago

Call & text on other devices currently does not work with Verizon and AT&T phones. You can find more information here: Link

SamsungGill · 4 weeks ago

Absolutely! Please use the following link to send me a private message with any ticket numbers that you have so that we can escalate this for you: Link

SamsungGill · 4 weeks ago

Since this is only occurring with the Amazon app, I would recommend verifying with them that they still support the app on your television. What is the current software version on the television?

SamsungGill · 4 weeks ago

When was the unit purchased? Does the angle of the cable in the charging port affect the charging ability?

SamsungGill · 4 weeks ago

Please follow this link for proper television cleaning procedures: Link

SamsungGill · 4 weeks ago

Are both of these carrier devices or just the phone? Who is your carrier?

SamsungGill · 4 weeks ago

We're sorry to hear that! Was this an issue with a return or a repair?

SamsungGill · 4 weeks ago

Are you using the original charger? Does it charge when it is off? Have you tried using a different charger?

SamsungGill · 4 weeks ago

This is likely an issue with the signal for the incoming channel. Netflix and Amazon Prime are apps and not channels. Channels come from the cable box and the cable box sends the signal for every channel on it.

SamsungGill · 4 weeks ago

Please provide the full model code of the television so that we can best assist. The location that you are referring to is likely connected to your Samsung Account or your IP address location.

SamsungGill · 4 weeks ago

Is Anynet+ turned on, on both devices? The soundbar should have an Aneynet+ button and the television will have this feature, likely in the External Device Manager.

SamsungGill · 4 weeks ago

Are you located in the US? Do you use Chinese characters? What is the current software version of the television?

SamsungGill · 4 weeks ago

Please provide the full model code of the unit so that we can best assist. Have you tried unplugging the unit for 5 minutes? Does the issue occur on all sources and inputs?

SamsungGill · 4 weeks ago

Are you unable to connect to all Wi-Fi or a single Wi-Fi connection? Are you getting any error messages?

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