topic Re: Frame TV 2019 , turns off when going into art mode in TV

Frame TV 2019 , turns off when going into art mode

petermaude — Sun, 28 Jul 2019 21:47:07 GMT

It appears to be impossible to do the following

- enter art mode by tapping power quickly

- using the home menu

- using smart things

all of these cause the TV to shut down

also connecting over Bluetooth does the same

and - it’s not possible to preview or use a picture for art mode in smart things

the smart things app can work as a remote and can control the tv

is this a known issue , or does it need returning ?

Re: Frame TV 2019 , turns off when going into art mode

Mike_H — Mon, 29 Jul 2019 22:21:12 GMT

Try a full reset? Mine doesn’t do any of these things.

Re: Frame TV 2019 , turns off when going into art mode

GarethK — Fri, 02 Aug 2019 14:49:54 GMT

I bought the 55" version a week ago and have the same problem. I contacted Samsung about this and performed a reset which didn't work. They initially wanted me to return the TV but managed to get an engineer sent out instead. They have been today and have ordered a new part for this which will hopefully fix the issue.

Re: Frame TV 2019 , turns off when going into art mode

CaseyV — Fri, 02 Aug 2019 20:02:43 GMT

Same problem here.

Just bought the frame 55.

Cannot switch to art mode - screen goes black/ off.

Cannot set/ upload art from smart things app.

Cannot connect tv to phone via smart view app.

Four days of frustration - twitter help, web help, email, live chat, phone... getting nowhere.

Re: Frame TV 2019 , turns off when going into art mode

CaseyV — Fri, 02 Aug 2019 20:04:49 GMT

just our if interest, when did you get your tv?

Im wondering if we have a faulty batch?

Re: Frame TV 2019 , turns off when going into art mode

petermaude — Fri, 02 Aug 2019 20:23:17 GMT

it it was purchased from Currys around 20th July. It never worked out of the box. A case is now open with Samsung support, they logged in remotely , were stumped , and it’s now been escalated. Will keep this thread updated

Re: Frame TV 2019 , turns off when going into art mode

petermaude — Fri, 02 Aug 2019 20:27:05 GMT

Thanks for letting us know . That’s three now in a fairly recent time period ! Will keep this updated

Re: Frame TV 2019 , turns off when going into art mode

petermaude — Sun, 04 Aug 2019 13:01:44 GMT

so just as an update - Samsung support were useless, they kept wanting to remote into the TV, then factory reset, then rinse repeat, scratch heads, claim they escalated it, and never call back. So its back to Currys. Will see if a new one sorts it

Re: Frame TV 2019 , turns off when going into art mode

CaseyV — Sat, 10 Aug 2019 09:51:58 GMT

So 5 days of trying to sort this out - case escalated, looking for solutions.

I have asked Samsung to view this thread to recognise there are others with the same issue, in the hope they find a common denominator, and a solution.

Can i I ask what mobile device you are using for the smart things app?

Re: Frame TV 2019 , turns off when going into art mode

GarethK — Sun, 04 Aug 2019 15:24:24 GMT

I've attempted to use the SmartThings App on S10+, iPhone and iPad. It doesn't work on either device.

Re: Frame TV 2019 , turns off when going into art mode

CaseyV — Sun, 04 Aug 2019 15:50:07 GMT

Ok thanks. Tried with 2 iPhones. The initial suspicion was iPhone , but if you’ve tried An S10 it’s not that then!

ive tried everything.

Re: Frame TV 2019 , turns off when going into art mode

petermaude — Mon, 05 Aug 2019 08:54:51 GMT

I feel your pain Casey ! I could kind of see, where we were going with Samsung, which was stuck in some sort of process loop, where there was no exit from the flow chart !! I am using an iPhone11 XS Max. The weird thing, is that the app sort of works, when it is a remote control, over wifi I assume. TV replacement is now happening on Saturday. Will keep the thread updated.

Re: Frame TV 2019 , turns off when going into art mode

KWB73 — Wed, 07 Aug 2019 07:28:15 GMT

Suffering the same problem... waiting for Samsung to reply

Re: Frame TV 2019 , turns off when going into art mode

CaseyV — Wed, 07 Aug 2019 08:26:12 GMT

Hi, sorry to hear you are too - when did you buy yours and what phone do you use for smart things?

Re: Frame TV 2019 , turns off when going into art mode

DannyT — Wed, 07 Aug 2019 09:14:26 GMT

Hi all,

We've escalated this one to our AV experts, so they can investigate these issues. As soon as we get anything back, either myself, or one of the other moderators will keep you updated.

Art Mode is one of the main reasons to get the Frame so we want to get this sorted for you ASAP!

Re: Frame TV 2019 , turns off when going into art mode

CaseyV — Wed, 07 Aug 2019 09:51:01 GMT

Any assistance appreciated Danny T please.

I asked Samsung to find this thread to notice an issue to ask questions to help find a common fault or faulty batch.

I was expecting a call on Monday with suggestions/ solutions. Not even a call to apologise for not having a fix yet.

Here’s a heads up for you -

My smart things thinks my tv and phone aren’t linked to the same network.

In Smart things, in art mode page, I select ‘membership logon’, it thinks I need to complete art store registration on the tv.

The tv wouldn’t allow me to access anything to do with Art mode. There is no alternative page.

I have managed to link a speaker to the tv using WiFi.

i can control the tv remote with smart things. So it’s not the connection.

Tap power for art mode - tv off, red light under. Same result for power off.

during reset it asks you to test the volume and Channel on the remote. It asks you then to test the art mode - a tick appears on screen to suggest it’s working.

In smart things, i have not been able to set or save any photo. 2 different error messages.

Thanks

Re: Frame TV 2019 , turns off when going into art mode

petermaude — Wed, 07 Aug 2019 10:06:23 GMT

just to confirm, this is not limited to just smarthings problems with you Casey ?

Out for the box, you hit art mode, it turns off, right ?

I don't want them to have an exit to blame apple, which seems quite common, as on support I got a lot of frustrating questiosn around, what phone do you have.

Whilst the smart things app is anythign but smart! I don't think its the cause of this issue, is it ?

Re: Frame TV 2019 , turns off when going into art mode

KWB73 — Wed, 07 Aug 2019 12:27:34 GMT

Thanks Danny T - you also need to sort your customer services team out at the same time... they just say its an iOS problem!

Re: Frame TV 2019 , turns off when going into art mode

KWB73 — Wed, 07 Aug 2019 18:11:46 GMT

absolutely - mine was exactly the same out of the box, hit art mode and it switches off. According to the manual you are meant to be able to access art mode settings directly from the TV but there are no seating options by the art mode icon on the screen.

We need Danny T and samsung to sort the fix asap.

Re: Frame TV 2019 , turns off when going into art mode

KWB73 — Wed, 07 Aug 2019 18:12:46 GMT

purchased direct from samsung on 25th July... trying to use iPhone 10smax and iPad