topic Re: Odyssey G7 menu button intermittently not working in Computers & IT

Odyssey G7 menu button intermittently not working

KEH93 — Wed, 15 Dec 2021 13:13:13 GMT

My #Samsung Odyssey G7 is around a year old, and recently it's been giving me problems

The main menu button on the back of the monitor sometimes, seemingly at random, fails to respond. Toggling the joystick left brings up the source menu, and down brings up volume. Left toggle does nothing, and the pressing the main menu button does not being up the menu.

Strangely, when scrolling through available sources, the directional buttons are inverted.

Holding down the menu button to put the monitor on standby (and get rid of the flashing light) also does nothing.

I have to pull the power cord instead, and this seems to reset the monitor and brings back menu functionality for a little while.

The sources that it uses are two HDMI sources (I have to swap cables when I want to use either device) and a Display Port source.

I am hoping to update the firmware to see if this fixes it, but as I am stuck on my work laptop (the Display Port input), I can't use a USB. Since I now can't switch source to my home PC without any kind of control, this will be an issue to update.

The button is not stuck, nor did it receive a bump or knock that may have broken it.

This is a real pain, and I'd rather not have to send my monitor (that I rely on for work and play) off for a few weeks/months if I can fix something on my end.

Any help is greatly appreciated.

Re: Odyssey G7 menu button intermittently not working

xSteveuk — Wed, 15 Dec 2021 13:43:13 GMT

Hi
This page maybe helpful

Samsung monitor's image is distorted, ghosted, or flickering

https://www.samsung.com/us/support/troubleshooting/TSG01110725/

Re: Odyssey G7 menu button intermittently not working

KEH93 — Wed, 15 Dec 2021 18:07:51 GMT

Thank you for your reply, but I afraid this is not my issue.

My screen quality is fine and i have never had problems with it, thankfully.

Instead, the issue is with the physical JOG button for the menu (located on the back of the monitor), which repeatedly stops working and turns the menu controls that do still work to inverted.

Re: Odyssey G7 menu button intermittently not working

mholtmanns — Fri, 04 Feb 2022 09:50:58 GMT

Since I have the same issue I did some research on this topic and the safest bet for a long-term solution seems to be an RMA.
The root cause seems to be somewhat "sensitive" electronics in the JOG button board itself that is prone to show this error when it gets to warm. That is why switching the screen off often fixes it for a time.
One other solution I found and which has worked now for me reliably is to hold the JOG in every direction for a longer period of time, say 15-20 seconds. After I have done that for a few or all directions, the normal functionality started to work again. For a while.
Hope that helps someone.

Re: Odyssey G7 menu button intermittently not working

KEH93 — Fri, 18 Feb 2022 14:02:05 GMT

Thanks for your reply! I'll give this a go.

I did end up sending this monitor off to Samsung for repair, and they replaced the switchboard.

It was sent back, and worked for a few weeks before starting to fail again.

I sent it in for repair again.

This time, the only update I got from RepairTech was that the keyboard had been replaced. This also hasn't fixed the issue.

On to the third repair request, and I asked how many times I need to send in the monitor (for a few weeks to a month) before a replacement would be considered. Short answer; never.

The 'solution' is the keep sending the monitor in. RepairTech will replace some random part and fail to fix it over and over until the warranty expires, and it ceases to be their problem, and I have to buy a new one.

Therefore, I really really hope your solution works!

Re: Odyssey G7 menu button intermittently not working

ahmedalsalman — Wed, 02 Mar 2022 13:09:51 GMT

I might know how to solve your problem. what's your graphics card?

Re: Odyssey G7 menu button intermittently not working

KEH93 — Sat, 05 Mar 2022 10:47:16 GMT

I was running a Nvidia 970 at the time, but have since upgraded to a 3050 while the monitor is with RepairTech again.

What's your theory?

Re: Odyssey G7 menu button intermittently not working

pfb201 — Wed, 13 Apr 2022 09:41:53 GMT

Already had this repaired once and now it's started misbehaving again. Neither right nor up work any longer and it's probably out of warranty. Can't believe this and I'm loathe to pay for an issue that Samsung and their repair partners know are shoddy parts.

Re: Odyssey G7 menu button intermittently not working

mholtmanns — Wed, 13 Apr 2022 13:26:04 GMT

Hi @pfb201, did you try updating the Firmware? After I updated to M-TG700CCAA-1014.1 I actually had much less problems with the JOG button. And it seems whenever I have the issue of the button not responding in one or more directions, just a little wiggling and maybe pressing upwards will get it into a defined Software state and it starts working again properly.
Another thing I did was remove any heat sources from below the monitor, since it feels to behave much better when it is not too warm. But that is just guessing.

Good luck!

Re: Odyssey G7 menu button intermittently not working

pfb201 — Wed, 13 Apr 2022 13:39:32 GMT

Firmware is up to date but updated it again the other day just to be sure. Actually seems worse with the new firmware. It's unusable now as I can't even get into the menu.

I've literally wiggled it in every direction but doesn't go up in menu. It's strange because once you get into the menu it works so I'm really not sure what's going on. Mainboard replacement last time.

Re: Odyssey G7 menu button intermittently not working

KEH93 — Mon, 13 Jun 2022 10:17:40 GMT

An update, in case anyone is still having the same issue.

I aquired a replacement monitor (same model) and it's been working brilliantly for a few months. Now, the problem is back and I can't even turn the monitor on as of this morning because the button doesn't respond.

I think, however, I have pinpointed the moment it goes wrong, at least for me. I have a few devices connected to the monitor. There is a tower PC (by DisplayPort), a work laptop (by HDMI) and a PS5 (by HDMI).

The issue resurfaced when the PS5 was turned off and it put the monitor on standby automatically. I held the button down to turn the monitor off properly at the same time, and nothing happened. The monitor went into standby mode, blinking light and all but the the button would not respond after this. After that, the problem has resurfaced.

This is absolutely a software issue as far as I can see, which is sad because that means it will never be fixed under Samsung warranty.

I'm not sure where to go from here, but will probably look into some local repair shops as Samsung repair just keeps taking part out and replacing them at random, which isn't working.

Re: Odyssey G7 menu button intermittently not working

KEH93 — Mon, 13 Jun 2022 10:20:09 GMT

I've posted an update, but I wondering if the source of your issue is ethe same as mine.

Mine seemed to start when I tried to turn the monitor off at the same time as my PS5 was sending into standby. The button didnt work, immediately after the problem began occurring.

Has anything like that happened to you?

Re: Odyssey G7 menu button intermittently not working

pfb201 — Mon, 13 Jun 2022 10:48:35 GMT

The problem looks to be software or overheating. Mine just got replaced again but it's terrible on some days but other days it's like there isn't a problem. Not sure if it's related to vrr or high refresh rate perhaps. I'll keep sending it back because they cover the repair with a warranty I believe. Won't be buying another Samsung monitor.

Re: Odyssey G7 menu button intermittently not working

KEH93 — Tue, 14 Jun 2022 10:41:53 GMT

Yep, it looks that way!

Also, ask about alternate resolution for the repair. The guy I talked to about this latest repair mentioned that refunds or replacement units are something they consider if the issue is not corrected after a few tries.

Good luck!

Re: Odyssey G7 menu button intermittently not working

pfb201 — Tue, 14 Jun 2022 10:44:40 GMT

Yeah absolutely no luck with that. It's been in the shop multiple times and they are very quick to point out it's a repair only warranty unless it's within 30 days of purchase. So unless they fix this bug which multiple people have I don't feel bad for making it as financially uncomfortable for them as possible. Every time I have to send it in it takes 10 days which leaves me without my gaming PC or another screen for work.

Re: Odyssey G7 menu button intermittently not working

PurplePhenom — Wed, 03 Aug 2022 20:13:22 GMT

I Picked up this monitor yesterday 08/02/2022 and have the samne problem. The only button mind you, is non-functional.

Re: Odyssey G7 menu button intermittently not working

pfb201 — Wed, 03 Aug 2022 20:19:33 GMT

Yep it sucks but read above. Sometimes it's a software based bug mainly on dp but can be on hdmi where the scroll wheel just stops going the right way. However other times just after it's turning the laptop off its magically better. No idea what's going on but mines been for repair unknown amount of times and "fixed" each time for it to reoccur. Just not a great qa/qc with software or repairs.

Re: Odyssey G7 menu button intermittently not working

SquareOne14 — Tue, 09 Aug 2022 18:55:34 GMT

Samsung monitors are built to last 1-3 years, and after they break (or slowly die), they will either not reapair them for you, or try to charge you more than the monitor is worth, if I was you I would just RMA and get something else. Samsung are no known for their service and now, not even known for their quality anymore

Re: Odyssey G7 menu button intermittently not working

KEH93 — Wed, 21 Sep 2022 18:08:01 GMT

Another update from me.

Having tested my theory of the issue occurring because I tried turning the monitor off whole it was being put to sleep by another device (in this case, a PS5), I can confirm that the issue has not resurfaced since I applied my fix of waiting until the monitor is fully on standby before holding down the JOG button to turn it off.

So as far as I am concerned, this is the issue. My 'fix' isn't particularly helpful to those who this problem already affects, however. This needs fixing by the Samsung team.

Re: Odyssey G7 menu button intermittently not working

Insperatus — Tue, 22 Nov 2022 11:52:17 GMT

Hey There, I found a solution to this since I recently had this issue.

Get a rubber hammer and manhandle that joybutton, seriously... hit it with a rubber hammer a couple times and it will readjust the button to touch the board again. It started working for me perfectly. Let me know if it works for you