Troubleshooting QLED 8K 2023 CSA 003

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Troubleshooting
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Troubleshooting

Troubleshooting
 Control Panel
Q How to use control menu without remote control.
A You can turn on the TV with the TV Controller button at the bottom of the TV, and then use the Control menu.
The Control menu appears when the TV Controller button is pressed while the TV is On.
• The position and shape of the buttons at the bottom of the TV may differ depending on the model.
• The screen may dim if the protective film on the SAMSUNG logo or the bottom of the TV is not removed.
If protective film is attached, remove the film.

Troubleshooting
 SW Update
Q Updating the Product's Software
USB Port

Troubleshooting
 All Settings Menu
Q How to find All Settings.
A
Select All Settings at the right end of quick settings.
• Home > (left directional button) > Settings > right directional button on the remote > select All settings

Troubleshooting
 Quick Settings
Q How to move the location of the menu in quick settings.
A
Try to move the location of frequently used menus in quick settings.
• Home > (left directional button) > Settings > right directional button on the remote > List Edit
Select ‘List Edit’ at the right end of quick settings.
Navigate to the menu you want to move.
Use the right/left button on the remote control to move to the

desired location.

Troubleshooting
 Smart Hub
Q There are no Apps(YouTube, Netflix…) at Home/Smart Hub.
A 〮 If Samsung Account is not registered during the initial setup, user cannot use the app or smart features. ※ Apply after OTN in April 2023
→ You can only connect to terrestrial TV(devices with tuners only) and external devices, e.g., via HDMI.
〮 To use smart features, select the ‘Setup’ button or smart features on the Home, or remote control’s short key.
And then, agree terms & privacy and register your Samsung Account.
〮 Already released 23’ TVs can use smart functions without account log in as before. In this case, smart functions can be used without log in
even after S/W update. After that, if the TV is initialized or newly replaced, the changed policy is applied that allows to use the smart function
only when you log in to the Samsung account.
Terms & Privacy Samsung Account

Troubleshooting
 Samsung Account
Q How to register Samsung Account.
A You can sign in or create Samsung Account during initial setup. If you skipped it, you can do it on the Smart hub home.
Scan the QR code on the Samsung Account sign in screen of the TV with the user's mobile phone camera.
ㆍ Galaxy phone with Samsung Account Registration
→ When you scan the QR code, TV automatically sign in the same as mobile phone’s account.
ㆍ Mobile phone without Samsung Account Registration :
→ When you scan the QR code, it will be connected to the Samsung account website where you can create Samsung Account.

Troubleshooting
 SmartThings
Q How to use SmartThings App
A You can control the devices registered to the SmartThings cloud and devices directly connected to the TV with a TV remote control.
• Home > (left directional button) > Connected devices > SmartThings

Troubleshooting
 SmartThings
Q How to use SmartThings App
A You can control the devices registered to the SmartThings cloud and devices directly connected to the TV with a TV remote control.
• Home > (left directional button) > Connected devices > SmartThings

Troubleshooting
 SmartThings
Q Use the SmartThings Hub features
A Use the SmartThings Hub features on various Samsung products to connect IoT devices (e.g., light bulbs, plugs, or
sensors) that are supported by SmartThings.

• Home > (left directional button) > Connected devices > SmartThings > Settings > SmartThings Hub
* Make sure to log in to the same Samsung account on your TV as your mobile SmartThings app.
* This function may not be supported depending on the connected device type.
* CU7/CU8 series, 32LS03C model: SmartThings Dongle required to connect Zigbee/Thread
Troubleshooting
 MultiView
Q How to use MultiView
A Access Multi View in the Settings menu.

• Home > (left directional button) > Settings > MultiView
The number of available views are below.
- QN900C / QN800C : up to 4 videos (4K 60p)
- QN700C : 2 videos (4K 60p)
* For QN900C/QN800C, 5 views can be made up of 4 X 4K 60p videos and 1 Ambient content
① Change App/Source : You can change the app/source of the focused screen.
② Enter Content Selection Mode : You can browse and select content within the Content Selection
Mode. Press and hold the Return button on the remote to return to the Multi View mode. You can also
press and hold the Select button on the remote to enter the Content Selection Mode.
③ Exit to Full Screen

① ② ③ ④ ⑤ ⑥ ⑦ ⑧
④ Change Screen Size : You can adjust the screen size making it bigger or smaller.
⑤ Set Picture-in-Picture : You can choose which corner you want to position the PIP screen and you
can change the background and foreground screen as well.
⑥ Set Sound Distribution : Select this option to listen to the audio from both screens at once.
Works for watching a TV show while referring to a home workout video guide also.
⑦ Set Sound Output : Connect your Bluetooth headphone to the screen and listen to the audio
separately. Works for watching video clips while a family member is watching a TV show.
⑧ Delete Screen
Troubleshooting
 Game Bar
Q Using Virtual Aim Point in Game Bar
A Virtual Aim Point, designed for first person shooters, gives players the ability to view more noticeable crosshairs on any
game so they can make the perfect shot.
ㆍStep 1. Press and hold the Play/Pause button to launch Game Bar. (or All settings > Connection > Game Mode Settings)
ㆍStep 2. Select the Virtual Aim Point
You can select the color of Aim Point. (Red, Blue, White)
If you want to adjust the Aim Point position, you can use the Edit Position menu.
Virtual Aim Point : Off Virtual Aim Point : On
* This function may not be supported depending on the model and countries.
* The image on your Product may differ from the image above depending on the model and geographical area.

Troubleshooting
 Game Bar
Q Using Minimap Zoom
A Minimap is very important information for gamers. With the Minimap Zoom function, you can zoom in on a Minimap located anywhere on your screen.
Use the directional buttons and Select button on the remote control to zoom in on specific areas of the game screen and adjust the zoom rate.
〮 For the Minimap supported resolution, refer to the table below. Step1) Press and hold the Play/Pause button to launch Game Bar.
Game Bar Screen Ratio Resolution set in PC Step2) Select the Minimap Zoom function.
16:9 3840 x 2160 (60Hz/*120Hz) Options may vary depending on Game Bar screen ratio.
21:9
2560 x 1080 (60Hz/*120Hz) 〮 16:9 → Left / Right , 〮 21:9/32:9 → Top / Bottom
3840 x 1600 (60Hz/*120Hz)
32:9 3840 x 1080 (60Hz/*120Hz)
Step3) Move the Minimap Zoom position using the 4-way directional button
on the remote. Also, you can select the size of Minimap Zoom area
- * : The refresh rate may not be supported depending on the model.
by pressing the Select button on the remote
- 21:9, 32:9 Minimap zoom can be supported only PC source.
- 144Hz is not supported due to chip limitation.
‘Minimap Sharing’ option will be updated within 1st round OTN
Minimap Zoom
Off
Mirroring
: Watch Minimap on other devices(TV, Monitor, Tablet)
through Mirroring
* This function may not be supported depending on the model.

Troubleshooting
 Gaming Hub
Q Using Samsung Gaming Hub_(1)
A Play games from the TV screen by connecting a Controller to the TV.

Configure settings to optimize the Controller and audio device for playing games
*This function may not be supported depending on the model and countries.
*The image on your Product may differ from the image above depending on the model and geographical area.

Troubleshooting
 Gaming Hub
Q Using Samsung Gaming Hub_(2)
A *This function may not be supported depending on the model and countries.

Troubleshooting
 Gaming Hub
Q Features FAQ
A
(1) What features of the Gaming Hub does my TV/Monitor Support?
ㆍ23’ TV : QN900C/800C/700C, QN9*C~8*C, S9*C, Q8*C~6*C, CU8***~7*** , LS03C
(2) What is the recommended controllers?

ㆍMicrosoft : Xbox Series X/S, Xbox One S, Xbox 360,
Xbox Elite Wireless Controller Series 2, Xbox Adaptive
ㆍSony : Dual Sense, Dual Shock 4
ㆍGoogle : Stadia controller
ㆍAmazon : Luna controller
ㆍJoytron : CYVOX DX
ㆍLogitech : F710, F510, F310
ㆍPowerA : MOGA XP5-X Plus
ㆍNvidia : Shield controller

Troubleshooting
 Gaming Hub
Q Features FAQ
A
(3) How do I connect to the game controller?
For Bluetooth controllers,
1) Click the controller icon on the Gaming Hub page
- Within the cloud game app, open the Quick Panel and click the Controller button in the Settings tab
2) Check the pairing activation button on the controller and press it to connect to the TV
[Note]
. Up to 4 Bluetooth controllers can be connected at the same time.
. Up to 2 Bluetooth controllers can be connected while one Bluetooth sound device is in use.
. It is recommended to use a USB controllers while using two Bluetooth sound devices.
(4) TV Control Usability?

TV can be controlled with the Game controller. Some functions might not be
available on TV depending on the controller.
※ The Wi-Fi controller cannot control the Samsung TV UI outside the cloud game app.

Troubleshooting
 Gaming Hub
Q Features FAQ
A
(5) How can I adjust the settings? / What is Game Picture Mode?
While playing games in the cloud, users can bring up the quick panel UI by pressing and holding the logo button
on the controller. Users can see recently played games, music panel, recommended video panel and the settings
panel. Users can set the specific game settings here
(including the controller and the sound output linking)
① Surround Sound
A feature that provides more enhanced sound experience to match the genre of the game.
User can set it on/off in the Settings tab in the quick panel.
② Game Picture Mode
It is a function that sets the image quality of the game to suit each genre. If you select the genre of the game
you are playing in the Settings tab of the Quick panel, the quality of the picture changes according to the genre.
③ Game Performance
This function may vary depending on the model line-up and can be set in the Settings tab in the Quick panel. If
you prefer a fast response rate, select the Low Latency priority mode. If you prefer a high picture quality, select
the AI Upscaling

Troubleshooting
 Gaming Hub
Q General FAQ
A *This function may not be supported depending on the model and countries.
(1) How do I get into the Gaming Hub?

The Gaming Hub will be supported only in 9 countries. (France / Germany / Italy / Spain / UK/ Canada / USA / Brazil / Korea)
Go to Smart Hub and Click on the Game icon on the left sidebar.
(2) What games are supported in each game app?

The supported games are determined by the game company and can be checked by contacting the game company.
(3) Is the Gaming Hub free?

If you use Partner Services to run each game, music, or video, you may need to sign up and pay for that Partner Service.
(4) What kind of partners and games are available?

Supported games vary by country depending on the Game app provider.
For more info, contact the app provider and check the catalogue provided by each app.

Troubleshooting
 Picture Issues
Q Configuring 144Hz game settings
A If the TV is a model that supports 144 Hz, you can play 144 Hz games.
• Models that support 144 Hz: QN9**C, QN95C, S95C, S90C, QN90C (43/50 inches only)
• Resolutions that support 144 Hz are as follows:
If you cannot set 144Hz, make sure Input Signal Plus or game mode is turned on.
• Home > (left directional button) > Settings > All Settings > Connection > Game Mode settings > Game Mode
• Home > (left directional button) > Settings > All Settings > Connection > External Device Manager > Input Signal Plus
4K 144hz is only available with PC connected content. Make sure that your PC’s graphic card supports a 4K 144 Hz.
* 4K@144Hz currently requires the AMD RX 6000 series graphics card and Nvidia 30 series GPU (released in 2020)
And check your graphic card driver is up to date and use a certified compatible HDMI Cable.

Troubleshooting
 Picture Issues
Q The screen is flashing or has become dark
A If your screen is flickering or dimming sporadically, you may need to disable some of the energy efficiency features.
Disable Brightness Optimization, Energy Saving Solution, Motion Lighting, or Contrast Enhancer.
• Home > (left directional button) > Settings > All Settings > General & Privacy > Power and Energy Saving > Brightness Optimization
• Home > (left directional button) > Settings > All Settings > General & Privacy > Power and Energy Saving > Energy Saving Solution
• Home > (left directional button) > Settings > All Settings > General & Privacy > Power and Energy Saving > Motion Lighting
• Home > (left directional button) > Settings > All Settings > Picture > Expert Settings > Contrast Enhancer
Run Picture Test. When the tested image quality is normal, check the signal of the connected device.
• Home > (left directional button) > Settings > Support > Device Care > Self Diagnosis > Picture Test

Troubleshooting
 Picture Issues
Q The picture is not bright, or the picture colors do not look clear
A If the screen appears too dim, try changing the settings under Reset Picture or disabling Brightness Optimization,
Energy Saving Solution.
• Home > (left directional button) > Settings > All Settings > Picture > Expert Settings > Reset Picture
• Home > (left directional button) > Settings > All Settings > General & Privacy > Power and Energy Saving > Brightness Optimization
• Home > (left directional button) > Settings > All Settings > General & Privacy > Power and Energy Saving > Energy Saving Solution
Go to Picture and adjust the Picture Mode, Contrast, Brightness, and Sharpness settings.
• Home > (left directional button) > Settings > All Settings > Picture > Picture Mode
• Home > (left directional button) > Settings > All Settings > Picture > Expert Settings > Contrast
• Home > (left directional button) > Settings > All Settings > Picture > Expert Settings > Brightness
• Home > (left directional button) > Settings > All Settings > Picture > Expert Settings > Sharpness
• Home > (left directional button) > Settings > All Settings > Picture > Expert Settings > Color
• Home > (left directional button) > Settings > All Settings > Picture > Expert Settings > Tint (G/R)

Troubleshooting
 Picture Issues
Q The picture colors are black and white or do not look the way they should look
A If the product’s colors or absolute whites/blacks seem to be off, launch Picture Test.
• Home > (left directional button) > Settings > Support> Device Care > Self Diagnosis > Picture Test
If the test results indicate that the problem is not caused by the product, do the following:
When using the One Connect Box, confirm that its video input connectors are connected to the correct external device video
output connectors.
If using a component cable, ensure that the green (Y), blue (Pb), and red (Pr) cables are connected properly.
Incorrect connections may cause color problems or a blank screen.
* Component port may not be supported depending on the model.
Check whether Grayscale is set to On.

• Home > (left directional button) > Settings > All Settings > General & Privacy >Accessibility > Grayscale

Troubleshooting
 Picture Issues
Q The product automatically turns off by itself.

Unwanted Powering Off.
A If your product appears to turn off by itself, try disabling some of the Product's energy efficiency functions.
See if Sleep Timer has been enabled. The Sleep Timer automatically turns the Product off after a specified period of time.
• Home > (left directional button) > Settings > All Settings > General & Privacy > System Manager > Time > Sleep Timer
If the Sleep Timer has not been enabled, see if Auto Power Off or Off Timer has been enabled and disable it.
• Home > (left directional button) > Settings > All Settings > General & Privacy > Power and Energy Saving > Auto Power Off
• Home > (left directional button) > Settings > All Settings > General & Privacy > System Manager > Time > Off Timer

Troubleshooting
 Picture Issues
Q Unable to power on
A If you are having problems powering on your TV, there are a number of things to check before calling the service department.
Confirm that the TV's power cord is connected correctly at both ends and that the remote control is operating normally.
Make sure that the antenna cable or cable TV cable is firmly connected.
If you have a cable box or satellite box, confirm that it is plugged in and turned on.
In case of a model that supports One Connect Box, check the One Invisible Connection or One Connect Cable between the TV
and One Connect Box.

Troubleshooting
 Picture Issues
Q Unable to find a Channel
A If your TV is not connected to a cable box or satellite box, run Auto Program.
• Home > (left directional button) > Settings > All Settings > Broadcasting > Auto Program
When using a broadcast receiver such as set-top box and IPTV, check the connection to the TV.
• Home > (left directional button) > Connected Devices > Connection Guide
When the symptom persists, contact your service provider.

Troubleshooting
 Picture Issues
Q The TV image does not look as good as it did in the store
A Store displays are tuned to a digital UHD channel or HD channel.

Change the output resolution of your devices, such as digital broadcast receiver, IPTV, and set-top box to UHD or HD.
Be sure to use an HDMI cable to enjoy high quality videos.
• Home > (left directional button) > Connected Devices > Connection Guide > Video Device > HDMI
To connect the TV with your PC, make sure that your PC's graphic card supports UHD resolutions.
* Make sure that the set-top box or cable box supports the content or broadcast for UHD and set the resolution. For more information, contact your service provider.
* When using a Samsung TV Plus channel, check the network connection. When the network speed is slow, the app may not work or the image quality may be poor.

Troubleshooting
 Picture Issues
Q Displayed video looks blurry
A If you notice blurring or juddering on the screen, use the Picture Clarity Settings function to resolve the issue.
• Home > (left directional button) > Settings > All Settings > Picture > Expert Settings > Picture Clarity Settings
Q There is a dotted line on the edge of the screen
A Change Picture Size to 16:9 Standard.

• Home > (left directional button) > Settings > All Settings > Picture > Picture Size Settings> Picture Size
Change the output resolution of your external device.

Troubleshooting
 Picture Issues
Q The picture is distorted
A The compression of video content may cause picture distortions, especially in fast moving pictures from sports
programs and action movies.
Remove and reconnect the power cord, and check the remote control battery.
If the signal reception is weak or poor, screen distortion may be visible but it is not a malfunction.
Mobile phones used close to the Product (within 3.2 ft) may cause noise on analog and digital channels.

Troubleshooting
 Picture Issues
Q The picture won’t display in full screen
A HD channels will have black bars on either side of the screen when displaying upscaled SD (4:3) content.
Black bars will appear at the top and bottom of the screen when you watch movies that have aspect ratios different
from your product.
Adjust the picture size options on your external device or set the product to full screen.
• Home > (left directional button) > Settings > All Settings > Picture > Picture Size Settings > Picture Size

Troubleshooting
 Picture Issues
Q The Caption function in the TV menu is deactivated
A When an external device is connected with an HDMI or Component cable, the Caption function is unavailable. Adjust
the caption setting on the external device.
Q Captions appear on the TV screen
A Turn off the Caption function in Caption Settings.

• Home > (left directional button) > Settings > All Settings > General & Privacy > Accessibility > Caption Settings > Caption

Troubleshooting
 Picture Issues
Q The HDR of the connected external device turns off
A If the Input Signal Plus feature is turned on, the range of receiving HDMI input signals is expanded, allowing you to view HDR
content sent from an external device.

Troubleshooting
 Sound and Noise Issues
Q How can I connect an audio device to the TV?
A The connection method may differ depending on the audio device, such as HDMI (eARC), Optical, Bluetooth, and Wi-Fi.
For more information about how to connect an audio device, run Connection Guide.
• Home > (left directional button) > Connected Devices > Connection Guide > Audio Device
Q There is no sound or the sound is too low at maximum volume.
A Check the volume control of your TV, and then check the volume control of the external device (cable box or satellite box, DVD,
Blu-ray, etc.) connected to your TV.
Check the cable connection between an external device and the TV and then try cable connection again.
Troubleshooting
Q The picture is good but there is no sound.
A Check the Sound Output setting. If it is set to TV Speaker, check the volume setting.
• Home > (left directional button) > Settings > All Settings > Sound > Sound Output
If you are using an external device, check the device’s audio output option.
For example, you may need to change your cable box’s audio option to HDMI if the box connected to your TV is using an HDMI
cable.
To listen to computer sound, connect an external speaker to the computer’s audio output connector.
If your TV has a headphone jack, make sure there is nothing plugged into it.
Reboot the connected device by disconnecting and then reconnecting the device’s power cable.
With a set-top box or cable box, check the cable connection and reboot the external device. When the symptom persists, contact
your service provider.

Troubleshooting
Q HDMI (eARC/ARC) is connected, and there is no sound.
A Check whether Digital Output Audio Format is set to Pass-Through.
If a sound bar or A/V receiver that does not support Dolby Digital+ is used and Pass-Through is selected, there is no
sound when a Dolby Digital+ source is received.
It is recommended to set Digital Output Audio Format to Auto if only limited audio format is supported depending
on the performance of the connected sound bar or A/V receiver.
• Home > (left directional button) > Settings > All Settings > Sound > Expert Settings > Digital Output Audio Format > Auto
To use eARC, you will need to activate the eARC function on your TV.
• Home > (left directional button) > Settings > All Settings > Sound > Expert Settings > HDMI-eARC Mode > Auto

Troubleshooting
Q The speakers are making an odd sound.
A Run Sound Test.

• Home > (left directional button) > Settings > Support > Device Care > Self Diagnosis > Sound Test
Make sure that the audio cable is connected to the correct audio output connector on the external device.
For antenna or cable connections, check the Signal Information. A low signal level may cause sound distortions
• Home > (left directional button) > Settings > Support > Device Care > Self Diagnosis > Signal Information

Troubleshooting
Q The sound is interrupted.
A Sound quality may become affected if the wireless router is close to the Bluetooth speaker. Place the Bluetooth
speaker as close as possible to the TV without obstacle between them. Do not place the wireless router close to the Bluetooth
speaker body.
To minimize interruptions, we recommend a wireless access point that uses a 5 GHz frequency. 5 GHz may not be
available depending on the model.
When the symptom persists, it is recommended to use wired connection such as HDMI (eARC) and Optical.

Troubleshooting
Q Whenever a function is used on the TV or the channel is changed, the TV voices the activity.
The TV explains in voice-over the video scenes displayed on the screen.
A Turn off the Voice Guide function in Voice Guide Settings.

• Home > (left directional button) > Settings > All Settings > General & Privacy > Accessibility > Voice Guide Settings > Voice Guide
Q The TV audio is not being played through the Sound bar or A/V receiver.
A Check the Sound bar or A/V receiver's power supply and its settings.
• When connecting the optical cable between the TV and Soundbar or A/V receiver, make sure that the sound output is set
Optical on your TV.
• In case of HDMI eARC connection, make sure that it is connected to the eARC dedicated HDMI port on your TV.
However, the eARC can be used only when the Soundbar or A/V receiver supports the eARC feature.

Troubleshooting
Q The sound is not heard clearly.
A Change to an appropriate sound mode.

• Home > (left directional button) > Settings > All Settings > Sound > Sound Mode
When Intelligent Mode and Adaptive Sound+ are turned on, the sound effects are automatically adjusted to the
surroundings.
• Home > (left directional button) > Settings > All Settings > Sound > Intelligent Sound Mode Settings > Intelligent Sound Mode
To optimize the sound depending on the surroundings, select Adaptive Sound Pro.
• Home > (left directional button) > Settings > All Settings > General & Privacy > Intelligent Mode Settings > Adaptive Sound Pro

Troubleshooting
Q The volume of the external device cannot be adjusted.
A Check the cable connection between the TV and the external device.
When connecting an external speaker such as home theater via HDMI, make sure it is connected to the HDMI (eARC) port on the
TV .
Make sure that the Home > (left directional button) > Settings > All Settings > Connection > External Device Manager > Anynet+ (HDMI-CEC) is
active on your TV .
* If a device is connected via Optical, volume control may not be possible, depending on the device.

Troubleshooting
Q I want to turn off and on the TV and audio device at the same time.
A When you connect the Samsung Soundbar to the TV via Bluetooth, the power turns off and on together. It may
not be supported depending on the Samsung Soundbar model.
When you connect an audio device that supports HDMI ARC to the HDMI (ARC) port on the TV, the power turns
off and on together.

Troubleshooting
 Channel and Broadcast Issues
Q "Weak or No Signal" displayed in TV mode or cannot find channel.
A Make sure that the external device is connected securely and turned on. Move to Connected Devices to switch to
other input sources.
• Home > (left directional button) > Connected Devices > Sources
When using a set-top box or cable box, check the broadcast signals or the network that is connected to the external device.

Troubleshooting
Q The TV is not receiving all channels.
A Confirm that the coaxial cable is securely connected to the TV.

Run Reset or Auto Program.
• Home > (left directional button) > Settings > All Settings > General & Privacy > Reset
• Home > (left directional button) > Settings > All Settings > Broadcasting > Auto Program

Troubleshooting
Q The captions are not provided on a digital channel.
A When watching channels with the antenna cable connected, run Caption Settings.
• Home > (left directional button) > Settings > All Settings > General & Privacy > Accessibility > Caption settings
Some channels may not have caption data.

When watching a channel on an external device such as a set-top box and cable box, turn on the caption function on the device.
For more information, contact your service provider.

Troubleshooting
Q Broadcasting is deactivated.
A Broadcasting is only available when Source is set to TV.
Broadcasting cannot be accessed while you watch TV using a cable box or satellite box.
Broadcasting cannot be accessed while a recording is in progress or the Timeshift function is running.

Troubleshooting
 External Device Connectivity Issues
Q The "Mode Not Supported" message appears.
A Adjust the output resolution of the external device to a resolution supported by the TV.
Q The video is OK but there is no audio.
A If you are using an HDMI connection, check the audio output setting on your PC.
If you are using a DVI to HDMI cable, a separate audio cable is required.
To listen to the computer sound, connect external speakers to the audio output connection of the computer.

Troubleshooting
Q I want to connect to a PC and mobile device via screen mirroring.
A To wirelessly connect the TV to your PC, read the instructions at PC > Screen Sharing (Wireless) in Connection
Guide, and then try to connect.
• Home > (left directional button) > Connected Devices > Connection Guide > PC > Screen Sharing (Wireless)
Confirm that the TV and your PC are connected to the same network.
To wirelessly connect the TV to your mobile device, read the instructions at Smartphone > Screen Sharing (Smart View) in
Connection Guide, and then try to connect.
• Home > (left directional button) > Connected Devices > Connection Guide > Smartphone > Screen Sharing (Smart View)
If the TV has difficulties connecting to your PC or mobile device due to surrounding radio interferences, change the frequency of
the wireless access band, and then try to connect.

Troubleshooting
Q MultiVeiw runs when mirroring the screen on mobile.
A You can change Multi View Autorun settings at Menu.

• Home > (left directional button) > Settings > All Settings > General & Privacy > Start Screen Options.
To view only the mobile screen when mirroring, turn off ‘Autorun Multi View Mirroring’ .

Troubleshooting
Q No screen appears when connecting the TV to an external device.
A For more information about how to connect an external device, run Connection Guide.
• Home > (left directional button) > Connected Devices > Connection Guide
Make sure that the external device is connected securely and turned on. Move to Sources to switch to other input sources.
• Home > (left directional button) > Connected Devices > Sources
Using HDMI Troubleshooting, you can check the connection to HDMI cable and external devices
(takes approximately 2 minutes).
• Home > (left directional button) > Connected Devices > Connection Guide > Video Device > HDMI Troubleshooting
When using a set-top box or cable box, check the broadcast signals or the network that is connected to the external device.

Troubleshooting
Q I want to connect to a Bluetooth speaker.
A For more information on how to connect a Bluetooth speaker, see Audio Device > Bluetooth in Connection Guide.
• Home > (left directional button) > Connected Devices > Connection Guide > Audio Device > Bluetooth
Q The PC screen does not appear or it flickers.
A When the PC screen does not appear or the PC is not recognized, check the power supply of the PC and then
reconnect the HDMI cable between the PC and TV. When the symptom persists, check that the PC is in Sleep mode
and then set Input Signal Plus to On.
When the set resolution is not matched, it may cause a blank or flickering screen.
Troubleshooting
Q "Unknown" is detected as the device name when PC connection.
A Change the device name to PC after entering into "Edit" of the HDMI source connected to PC.
• Home > (left directional button) > Connected Devices > HDMI1 or HDMI2 .. > down directional button> Edit
Q When PC connection, The displayed image size does not fit the screen, the image colors are blurred, or the text does not
appear clear.
A Edit the name of the external device. Especially when PC is connected, check if the device name is edited to PC.
• Home > (left directional button) > Connected Devices > HDMI1 or HDMI2 .. > down directional button> Edit

Troubleshooting
 Network Issues
Q Wireless network connection failed. Unable to connect to a wireless access point. Unable to connect to the network.
A • Home > (left directional button) > Settings > Support > Device Care > Self Diagnosis > Smart Hub Connection Test
Ensure that the network cable is connected and the router is powered on.
Connect your mobile device to the router via Wi-Fi.
Turn the router off and back on again. (Requires 2 to 3 minutes)
If a security key is required, make sure it has been entered correctly.
Unplug the TV’s power cord and plug it back in or long-press the power button for at least 3 seconds.
Make sure that there is no electromagnetic wave generating device placed between the TV and router.
If unable to establish a wireless internet connection, connect the TV to the wireless router via a cable.
If the TV is able to connect to the internet normally via the cable connection, there might be a problem with
the wireless router. In this case, try using a different wireless router.
* Wired networks are not supported by some models.

Troubleshooting
 Network Issues
Q Wired network connection failed.
A Check if the LAN cable is plugged in on both ends. If it is plugged in, check if the access point is turned on. If it is on,
turn it off, wait 1 or 2 minutes, and then turn it on.
Q Connected to a local network, but not to the Internet.
A Connected to a local network, but not to the Internet.

1. Check if the Internet LAN cable is connected to the access point's external LAN port.
2. Check the DNS setting in IP Settings.
• Home > (left directional button) > Settings > All Settings > Connection > Network > Network Status > IP Settings
Troubleshooting
 Anynet+ (HDMI-CEC) Issues
Q What is Anynet+?
A You can use the TV's remote control to control external devices that support Anynet+ (HDMI-CEC) and that are
connected to the TV via an HDMI cable. For example, if a connected external device supports Anynet+, you can have the
connected device turn on or off when you turn the TV on or off.

Troubleshooting
Q Anynet+ does not work. The connected device is not displayed.
A Make sure the device is an Anynet+ (HDMI-CEC) device. From the settings menu on the device, check and confirm
that the HDMI-CEC option is enabled.
From the TV, check and confirm that the Anynet+ (HDMI-CEC) feature is set to On.
• Home > (left directional button) > Settings > All Settings > Connection > External Device Manager > Anynet+ (HDMI-CEC)
Check and confirm that the device’s power cable is securely plugged in.
Check the device's HDMI cable connection.
Anynet+ (HDMI-CEC) cannot function under specific circumstances. (when the TV is scanning channels or
performing Reset)
When connecting or disconnecting an HDMI cable, turn the TV off and then back on again.

Troubleshooting
Q I want to start Anynet+. I also want the connected devices to turn on when the TV is turned on.
A Move the focus to the Anynet+ device at Menu Connected Devices > Sources, press the down
directional button to move to Anynet+ (HDMI-CEC), and then press the Select button.
Check if the Anynet+ device is properly connected to the TV, and then select Anynet+ (HDMI-CEC) menu to see if
Anynet+ (HDMI-CEC) is set to On.

Troubleshooting
Q I want to exit Anynet+. It is inconvenient to turn on other devices because the TV also turns on. It is inconvenient because
the connected devices (e.g.set-top box) turn off together.
A To turn off the Anynet+ function of a device connected to the TV, turn off the Anynet+ (HDMI-CEC) function of the device.
When Anynet+ (HDMI-CEC) is turned off, the sound bar connected via the HDMI (eARC) port does not turn off and on
together with the TV. To prevent a specific device connected to the TV from turning off automatically, turn off the
HDMI-CEC function on a specific device connected to the TV.

Troubleshooting
Q The message "Connecting to Anynet+ device..." or "Disconnecting from Anynet+ device" appears on the screen.
A You cannot use the remote control when the TV is configuring Anynet+ or switching to the TV viewing screen.
Use the remote control after the TV has completed the Anynet+ configuration or has switched to the TV viewing
screen.
Q The Anynet+ device won't play.
A You cannot use the play function when Reset is in progress.

Troubleshooting
 Remote Control Issues
Q The remote control does not work.
A
The connection between the remote control and the TV may be lost.
Point the Samsung Smart Remote at the front of the TV, and then press and hold the and buttons
simultaneously for 3 seconds or more.
Also, if the remote control does not work properly or its response is very slow, the battery might be low or dead.
• Charge the remote control by using the USB port (C-type) on the bottom, or turn over the remote to expose the solar cell.
– You can check remaining battery of Samsung Smart Remote with solar cell in
Home > (left directional button) > Settings > All Settings > General & Privacy > Power and Energy Saving >Available Remote Battery
• If the remote control has batteries, replace them with new ones.

Troubleshooting
Q How to check available remote battery.
A You can check the Samsung Smart Remote's remaining amount of the battery.
If battery is low, charge the remote control by using the USB port (C-type) on the bottom, or turn over the remote to
expose the solar cell. If the remote control has batteries, replace them with new ones.
ㆍHome > (left directional button) > Settings > All Settings > General & Privacy > Power and Energy Saving >Available Remote Battery
* The images, buttons and functions of the Samsung Smart Remote may differ with the model or geographical area

Troubleshooting
Q Learn about the buttons on the Samsung Smart Remote.

Troubleshooting
A

Troubleshooting
Q External devices cannot be operated with the TV remote control.
A Check the cable connection between the TV and external devices.

When the symptom persists, set it manually in Home > (left directional button) > Connected Devices > Universal Remote Setup.

Troubleshooting
Q LED of smart remote control blinks and does not work.
A LED operation varies depending on pairing and charging status.

[Guide to self-diagnosis method by symptom]
Symptom Operation Spec. Comment
Remote works normally & No LED blinking Paired normally with Bluetooth
. Even if BT pairing is disconnected, it can be operated by
transmitting to IR.
Pairing disconnection. Trying to reconnect
Remote works normally & LED blinks twice .Try reconnecting the remote control. Point the Samsung Smart
and transmitting to IR.
Remote at the front of the TV, and then press and hold the return
button and play/pause button simultaneously for 3 seconds or more.
LED blinks briefly once
Trying to pair
& Remote does not work.
Depending on the environment, the time required varies
LED blinks briefly twice
Trying to re-pair
Show charging guide pop-up when battery is low.
LED is on for more than 5 seconds . Show once when 50% / 10% or less
Lack of battery charge.
& Remote does not work. . 10% or less is displayed every time you press the key
LED keeps on
USB charging LED off when charging is complete.

Troubleshooting
Q When I turn on the TV with the remote control, another device is also turned on.
A
From the 2023 , in order to prevent simultaneous control by IR signal, IR specification is changed according to product as below.
If your products are controlled by one remote control at the same time, try to use ‘23 smart remote and re-pair the ’23 TV with
the ‘23 smart remote.
[ 2023 Smart Control New feature - IR Custom ]

Transmits and receives IR signals classified by product factory information.
ㆍTransmitter(Smart Control) : After BT Pairing, IR transmission changed according to the connected product group.
ㆍ Receiver(TV sub micom): Different decoder settings for receiving IR signals depending on the product group.
IR information change of the transmission part in the receiving part product, no code branch according to the product.
(common code can be applied if the design of each product group is the same.)

Troubleshooting
 Recording Issues
Q The Timeshift or recording function cannot be used.
A Check if there is a storage device connected to the TV.

Recording will automatically stop if the signal becomes too weak.
Check the free space on the storage device.
The function will not work if there isn't enough storage space on the USB device.
Before using the recording function, be sure to read all precautions.
* This function is not available in the U.S.A. and Canada.
* This function may not be supported depending on the model or geographical area.
※ Before Using the Recording and Timeshift Functions

Before using the recording and schedule recording functions
* Recording and schedule recording are not supported in the U.S.A. and Canada.
* Recording may not be supported depending on the model or geographical area
• To schedule a recording, set Clock Mode to Auto. Set the Clock.

• Home > (left directional button) > Settings > All Settings > General & Privacy > System Manager > Time > Clock

Troubleshooting
A (Cont.)
• You can set up a maximum total of 30 Schedule Viewing and Schedule Recording entries.
• Recordings are DRM-protected and therefore cannot be played back on a computer or on a different TV.
In addition, these files cannot be played back on your TV if its video circuit has been replaced.
• For a USB device for recording, it is recommended to use the USB hard disk that supports USB 2.0 or later and
5,400 rpm or higher. However, RAID-type USB hard drives are not supported.
• USB memory is not supported.
• The total recording capacity may differ with the amount of available hard drive space and the recording quality level.
• Schedule Recording requires at least 100 MB of free space on the USB storage device.
Recording will stop if the available storage space falls below 50 MB while recording is in progress.
• If the available storage space falls below 500 MB while both the Schedule Recording and Timeshift functions are in progress,
only the recording will stop.
• The maximum recording time is 720 minutes.
• Videos are played according to the TV settings.
• If the input signal is changed while recording is in progress, the screen will go blank until the change is made.
In this case, recording will resume, but the button will not be available.
• When using the Record or Schedule Recording function, the actual recording may start a second or two later than the specified time.
• If the Schedule Recording function is operating while a recording is being made on an HDMI-CEC external device,
the priority is given to the Schedule Recording.
• Connecting a recording device to the TV automatically deletes abnormally saved recorded files.

Troubleshooting
A (Cont.)
• If the Sleep Timer or Auto Power Off has been set, the TV will override these settings, continue to record, and
turn off after the recording has ended.
• Home > (left directional button) > Settings > All Settings > General & Privacy > System Manager > Time > Sleep Timer
• Home > (left directional button) > Settings > All Settings > General & Privacy > Power and Energy Saving > Auto Power Off
※ Before using the timeshift function

* Timeshift is not supported in the U.S.A. and Canada.
* Timeshift may not be supported depending on the model or geographical area.
• For a USB device for recording, it is recommended to use the USB hard disk that supports USB 2.0 or later and 5,400 rpm or higher.
However, RAID-type USB hard drives are not supported.
• USB memory or flash drives are not supported.
• The total recording capacity may differ with the amount of available hard drive space and the recording quality level.
• If the available storage space falls below 500 MB while both the Schedule Recording and Timeshift functions are in progress, only the recording will stop.
• The maximum amount of time available for the Timeshift function is 90 minutes.
• The Timeshift function is not available for locked channels.
• Time-shifted videos are played according to the TV settings.
• The Timeshift function may be terminated automatically once it reaches its maximum capacity.
• The Timeshift function requires at least 1.5 GB of free space available on the USB storage device

Troubleshooting
Q Cannot record videos received from an external device or Samsung TV Plus.
A The recording function is only available for digital broadcast channels received by the TV.
You cannot record videos received from an external device or Samsung TV Plus.

Troubleshooting
Q The "Format Device" message appears when the Timeshift or recording function is used.
A To use the recording function, the storage device connected to the TV must have been already formatted.
Formatting the storage device deletes all data from it, and the storage device is formatted in NTFS.

Troubleshooting
Q The recorded files on the TV are not played back on a PC.
A The recorded files on the TV can only be played back on the same TV. Those video files cannot be played back on a PC or other TV.
Playback may not work properly if the recording file has a problem. If the problem persists, check the recording file.

Troubleshooting
 Apps Issues
Q I launched an app, but it's in a different language. How can I change the language?
A Languages supported by an app may be different from the TV Language set in the menu.
The ability to change the language depends on the app's provider. Change the language from the settings menu in the app.

Troubleshooting
 Apps Issues
Q The app does not work properly. Its image quality is poor.
A Check the network connection. When the network speed is slow, the app may not work or its image quality may be poor.
Uninstall and reinstall the app. For more information about app uninstallation, refer to "Managing installed apps."
The services of your application are not provided by the TV but by the application service provider.
Refer to the Help section on the application service provider's website.
※ Managing installed apps
Select Settings on Apps. You can manage installed apps.

Troubleshooting
 Apps Issues
Q The Smart Hub Home Screen keeps appearing whenever you turn on the TV.
A Turn off the Start with Smart Hub Home function in Start Screen Option.
• Home > (left directional button) > Settings > All Settings > General & Privacy > Start Screen Option > Start with Smart Hub Home

Troubleshooting
 Media Files Issues
Q Some files are interrupted during playback.
A This problem may occur with unsupported files or high-bitrate files. Most files can be played back, but some files
may not play smoothly.

Troubleshooting
 Media Files Issues
Q Some files can't be played.
A Some files that use an unsupported codec may not be played back. Make sure that the codec is supported by the TV.

Troubleshooting
A (Cont.)

Troubleshooting
A (Cont.)

Troubleshooting
 Voice Assistant Issues
Q The microphone is off. / How to turn on or off the Microphone.
A Turn on the microphone switch at the bottom of the TV. Each time the switch is turned on or off, the screen displays
a pop-up window showing whether the microphone is turned on or off.
* If the microphone is turned off, all voice recognition features and some sound features involving the microphone do not work.
* The position and appearance of the microphone switch may differ depending on the model.
Microphone switch

Troubleshooting
Q The voice commands do not work well.
A Voice commands may differ depending on the Voice Assistant. Refer to the command examples for each Voice Assistant.
• Bixby : Mic button > Explore Now
• Amazon Alexa : Home > (left directional button) > Settings > All Settings > General & Privacy > Voice > Amazon Alexa Settings
* This function and Voice Recognition Solution Partner may not be supported depending on the model or geographical area.

Troubleshooting
Q Bixby/Alexa answers although I did not call it.
A The TV may recognize an ambient noise or everyday conversation as a call to Voice Assistant.
Turn off the Voice Wake-up function or set the Wake-Up Sensitivity to Low.
• Home > (left directional button) > Settings > All Settings > General & Privacy > Voice > Voice Wake-up
Q I spoke "Hi, Bixby/Alexa" but Bixby/Alexa does not answer.
A When the TV is far from you or the ambient noise is so loud, the TV may be unable to recognize your voice.
• For best results, you need to be within 10 feet (3-4 m) of your TV. Please look at your TV screen and speak.
Turn on the Voice Wake-up function.
• Mic button > Explore Now > Settings > Voice Wake-up

Troubleshooting
Q Voice recognition does not work with the Samsung Smart Remote unlike other features. There is no response even if the Voice
Assistant button is pressed.
A The connection between the remote control and the TV may be lost. Try pairing the remote control with the TV.
Point the Samsung Smart Remote at the front of the TV, and then press and hold the and buttons
simultaneously for 3 seconds or more.
Also, if the remote control does not work properly or its response is very slow, the battery might be low or dead.
• Charge the remote control by using the USB port (C-type) on the bottom, or turn over the remote to expose the solar cell.
– You can check remaining battery of Samsung Smart Remote with solar cell in
Home > (left directional button) > Settings > All Settings > General & Privacy > Power and Energy Saving >Available Remote Battery
• If the remote control has batteries, replace them with new ones.

Troubleshooting
Q During voice recognition, the heavy load message appears and the function does not work.
A Unplug and then plug the TV power cable and then try again after 1 minute and 30 seconds. It may take a while if
the voice recognition server is being inspected.
Q I want to see weather information of the desired area.
A Say with the area name included.

Troubleshooting
 Other Issues
Q The TV is hot.
A Watching TV for an extended period of time causes the panel to generate heat.
The heat from the panel is dissipated through internal vents running along the top of the TV.
The bottom, however, may feel hot to the touch after extended use.
Children watching TV need constant adult supervision to prevent them from touching the TV.
This heat, however, is not a defect and does not affect the TV's functionality.
Q
The TV smells like plastic.
A This smell is normal and will dissipate over time.

Troubleshooting
 Other Issues
Q The settings are lost after 5 minutes or every time the TV is turned off.
A If Usage Mode is set to Retail Mode, the TV's audio and video settings are automatically reset every 5 minutes.
Change Usage Mode to Home Mode.
• Home > (left directional button) > Settings > All Settings > General & Privacy > System Manager > Usage Mode > Home Mode
Q The TV is tilted to the side.
A Remove the base stand from the TV and reassemble it.
Q The stand is wobbly or crooked.
A Refer to the Quick Setup Guide and make sure that the stand is assembled correctly.

Troubleshooting
 Other Issues
Q
I want to know how to attach and remove the TV stand.
A For details on how to attach the stand, refer to the Unpacking and Installation Guide.
To remove the stand, follow the attachment steps in reverse order.
The Unpacking and Installation Guide can be downloaded from the Samsung Electronics website at https://
www.samsung.com/support/.
Q
A POP (TV’s internal banner ad) appears on the screen.
A Change Usage Mode to Home Mode.

• Home > (left directional button) > Settings > All Settings > General & Privacy > System Manager > Usage Mode > Home Mode

Troubleshooting
 Other Issues
Q The TV is making a popping noise.
A The expansion and contraction of the TV’s outer casing may cause a popping noise.
This does not indicate a TV malfunction.
The TV is safe to use.
Q The TV is making a humming noise.
A Your TV utilizes high-speed switching circuits and high levels of electrical current. Depending on the TV 's
brightness level, the TV may seem slightly noisier than a conventional TV.
Your TV has undergone strict quality control procedures that meet our demanding performance and reliability requirements.
Some noise coming from the TV is considered normal and is not an acceptable cause for an exchange or refund.

Troubleshooting
 Other Issues
Q The TV narrates the screen events in voice-over.
A To turn off Voice Guide, move the focus from Accessibility Shortcuts to Voice Guide and then press the Select
button. You can turn on or off Voice Guide. To run Accessibility Shortcuts, see the following:
• Press and hold the +/- (Volume) button on your Samsung Smart Remote or Remote Control.
You can also turn on or off in Home > (left directional button) > Settings > All Settings > General & Privacy > Accessibility > Voice Guide settings >
Voice Guide

Troubleshooting
 PC or Graphic Card
Q How can I change the frequency?
A Set the frequency on your graphics card.
• Windows 7 : Go to Control Panel > Appearance and Personalization > Display > Screen Resolution > Advanced settings
> Monitor, and adjust Screen Refresh Rate under Monitor settings.
• Windows 8(Windows 8.1) : Go to Settings > Control Panel > Appearance and Personalization > Display > Screen Resolution
> Advanced settings > Monitor, and adjust Refresh rate under Monitor settings.
• Windows 10 : Go to Start > Settings > System > Display > Advanced display settings > Display adapter properties >
Monitor, and adjust Screen refresh rate under Monitor settings.
• Windows 11 : Go to Start > Settings > System > Display > Advanced display > Display adapter properties >
Monitor, and adjust Screen refresh rate under Monitor settings.

Troubleshooting
Q How can I change the resolution?
• Windows 7 : Go to Control Panel > Appearance and Personalization > Display > Screen Resolution > Adjust Resolution.
• Windows 8(Windows 8.1) : Go to Settings > Control Panel > Appearance and Personalization > Display >
Adjust Resolution, and adjust the resolution.
• Windows 10 : Go to Start > Settings > System > Display > Scroll to Scale and layout > Display resolution
• Windows 11 : Go to Start > Settings > System > Display > Display resolution

Troubleshooting
Q How do I set power-saving mode?
• Windows 7 : Go to Control Panel > Appearance and Personalization > Personalization > Screen Saver Settings >
Power options or BIOS SETUP on the PC.
• Windows 8(Windows 8.1) : Go to Settings > Control Panel > Appearance and Personalization > Personalize >
Screen Saver Settings > Power options or BIOS SETUP on the PC.
• Windows 10 : Go to Start > Settings > System > Power & sleep on the PC.
• Windows 11 : Go to Start > Settings > System > Power & battery >Screen and sleep on the PC.

Troubleshooting
 PC or Graphic Card - FreeSync
Q How to set up FreeSync
A
FreeSync can only be used with specific AMD graphics card models. Refer to the following list for supported graphics cards:
Make sure to install the latest official graphics drivers from AMD that support FreeSync.
- For additional AMD graphics card models that support the FreeSync feature, visit the official AMD website.
- Select FreeSync Off if you are using a graphics card from a different manufacturer.
- When applying the FreeSync function via the HDMI cable, it may fail to work due to the bandwidth limitation of certain AMD graphics card.
1. Set FreeSync as Default Engine or Ultimate Engine in the OSD menu.

2. Set up FreeSync in AMD Radeon Settings. Right-click → AMD Radeon Settings → Display
3. The AMD FreeSync feature must be set to 'On'. If not, set it to 'On'.

Troubleshooting
 Diagnosing TV operational issues
Q
How to use ‘Self Diagnosis’
A You can use the Picture Test to help diagnose video issues and the Sound Test to diagnose sound issues. You can
also view signal strength information for over-the-air digital signals, test the Smart Hub network connection, and
run the Smart Hub and TV factory reset functions.
• Home > (left directional button) > Settings > Support > Device Care > Self Diagnosis
- Video Test
- Picture Test
- Sound Test
- HDMI Troubleshooting
- Signal Information
- Smart Hub Connection Test
- Reset Smart Hub

Troubleshooting
A (Cont.)
You can run Device Care to diagnose and optimize your TV. Device Care can also check and clean the TV’s storage.
If any trouble found, it can call for technical support. • Home > (left directional button) > Settings > Support > Device Care
Manage Storage / Self Diagnosis / Request Support
Video Test Sound Test
Video Test included

Troubleshooting
 Diagnosing TV operational issues
Q Cannot select Signal Information in Self Diagnosis.
A Verify that the current channel is a digital channel. Signal Information is only available for digital channels.
• Home > (left directional button) > Settings > Support > Device Care > Self Diagnosis > Signal Information
Q
Reset Smart hub/ Reset Picture/ Reset Sound
A - Resets all Smart Hub settings to their factory defaults and deletes all information related to Samsung accounts,
linked service accounts, Smart Hub service agreements, and Smart Hub applications.
• Home > (left directional button) > Settings > Support > Device Care > Self Diagnosis > Reset Smart Hub
- Resets current picture settings to the default settings.

• Home > (left directional button) > Settings > All Settings > Picture > Expert Settings> Reset Picture
- Resets current sound settings to the default settings.

• Home > (left directional button) > Settings > All Settings > Sound> Expert Settings> Reset Sound
Troubleshooting
 Getting Support
Q Getting support through Remote Management
A After consenting to our service agreement, you can use Remote Management to access Remote Support and have a Samsung
service technician diagnose your TV, correct problems, and update your TV's software remotely via the web. You can also turn
Remote Management on and off.
• Home > (left directional button) > Settings > Support > Remote Management
* This function requires an network connection.

Troubleshooting
 Getting Support
Q Finding the contact information for service
A • Home > (left directional button) > Settings > Support > About TV
You can view the address of the Samsung website, the call center phone number, your TV's model number,
your TV's software version, Open Source License and other information you may need to get service support
from a Samsung call agent or the Samsung website.
* You can also view information by scanning the QR code of your TV.
* You can also start this function by pressing and holding the button for 5 or more seconds. Continue holding the button until the customer
information pop-up window appears.

Troubleshooting
 Getting Support
Q Requesting service
A • Home > (left directional button) > Settings > Support > Device Care > Request Support
You can request service when you encounter a problem with the TV. Select the item matching the problem
that you encountered, enter the required item, move the focus to Next, and then press the Select button. Request
Now > Send or Schedule Appointment > Request > Send. Your service request will be registered. The
Samsung Contact Center will contact you to set up or confirm your service appointment.
* You must agree to the terms and conditions for the service request.
* This function may not be supported depending on the geographical area.
* This function requires an network connection.


Troubleshooting QLED 8K 2023 CSA 003

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Proprietary and confidential 1

Proprietary and confidential 2

Q How to use control menu without remote control.

Proprietary and confidential 3

Q Updating the Product's Software

Proprietary and confidential 4

 All Settings Menu

Q How to find All Settings.

Proprietary and confidential 5

Q How to move the location of the menu in quick settings.

Select ‘List Edit’ at the right end of quick settings.

Navigate to the menu you want to move.

Use the right/left button on the remote control to move to the

Proprietary and confidential 6

Q There are no Apps(YouTube, Netflix…) at Home/Smart Hub.

Proprietary and confidential 7

Q How to register Samsung Account.

Proprietary and confidential 8

Q How to use SmartThings App

Proprietary and confidential 9

Q How to use SmartThings App

Proprietary and confidential 10

Q Use the SmartThings Hub features

sensors) that are supported by SmartThings.

Q How to use MultiView

A Access Multi View in the Settings menu.

③ Exit to Full Screen

Q Using Virtual Aim Point in Game Bar

Virtual Aim Point : Off Virtual Aim Point : On

Proprietary and confidential 13

Q Using Minimap Zoom

‘Minimap Sharing’ option will be updated within 1st round OTN

Proprietary and confidential 14

Q Using Samsung Gaming Hub_(1)

A Play games from the TV screen by connecting a Controller to the TV.

Proprietary and confidential 15

Q Using Samsung Gaming Hub_(2)

Proprietary and confidential 16

(2) What is the recommended controllers?

Proprietary and confidential 17

(4) TV Control Usability?

Proprietary and confidential 18

Proprietary and confidential 19

(1) How do I get into the Gaming Hub?

(2) What games are supported in each game app?

(3) Is the Gaming Hub free?

(4) What kind of partners and games are available?

Proprietary and confidential 20

Q Configuring 144Hz game settings

Proprietary and confidential 21

Q The screen is flashing or has become dark

Proprietary and confidential 22

Proprietary and confidential 23

Check whether Grayscale is set to On.

Proprietary and confidential 24

Q The product automatically turns off by itself.

Proprietary and confidential 25

Proprietary and confidential 26

Q Unable to find a Channel

When the symptom persists, contact your service provider.

Proprietary and confidential 27

Q The TV image does not look as good as it did in the store