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TV scheduled viewing and recording not working

Explorer
I had same problem, Samsung help useless, I started tuning, then turned TV off, then on, then started tuning again, it's working now 3 days.
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Darek
Apprentice

Thanks to all for the responses and suggestions on this post. For us the manual retune under expert settings and then accepting each block of channels worked.

New Member

Thanks for the post.  The manual tuning has worked for me...whoo hoo first time in months I have seen the 'reminders' popping up.

Explorer

So now I have a question. Why Samsung did not know what to do with our problems? It took us 6 months and more to find what is a problem. Samsung, we want to hear what you think about it. 

Apprentice

I have had the same issue for a few weeks now, but I only have a Freesat connection so can't apply this retune solution. Anyone able to resolve this on a Freesat only setup? Note pause live TV works fine so its not an issue with the hard drive. Cheers Bryn

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Black Belt 

@Brynl wrote:

I have had the same issue for a few weeks now, but I only have a Freesat connection so can't apply this retune solution. Anyone able to resolve this on a Freesat only setup? Note pause live TV works fine so its not an issue with the hard drive. Cheers Bryn


Its a known Samsung fault but they do not admit to it. They may ask you to do a reset that sometimes works for a couple of weeks. I had a ks9500 q9f and q700f all stopped scheduled recording and all went back. 

Paul

Explorer
Don't have freesat but what I know now is everything about tuning.
Apprentice

Quick update. Installed the very latest firmware via a USB stick as the auto update said there wasn’t a newer version, but there was, (1202.3 for my nu7400 TV) , did a few factory resets and contacted Samsung support, who performed a remote connection to the TV.  Well it still doesn’t work, but they admitted it was a software issue and it would be fixed at some point…  I agree that it looks a software issue, but how come it was working a month or so ago, maybe the auto update did at some point do an upgrade but to a version with this fault in it… If this is the case it should be relatively easy to fix, by regressing to the older version which worked… mind you some of the posts here, refer to older TVs with the same ‘fault’…  and my old 32in Samsung records fine, one of the reasons why I stuck to Samsung when upgrading my TV. 

I will post an update if I ever get the recording feature to work again.

Black Belt 

@Brynl wrote:

Quick update. Installed the very latest firmware via a USB stick as the auto update said there wasn’t a newer version, but there was, (1202.3 for my nu7400 TV) , did a few factory resets and contacted Samsung support, who performed a remote connection to the TV.  Well it still doesn’t work, but they admitted it was a software issue and it would be fixed at some point…  I agree that it looks a software issue, but how come it was working a month or so ago, maybe the auto update did at some point do an upgrade but to a version with this fault in it… If this is the case it should be relatively easy to fix, by regressing to the older version which worked… mind you some of the posts here, refer to older TVs with the same ‘fault’…  and my old 32in Samsung records fine, one of the reasons why I stuck to Samsung when upgrading my TV. 

I will post an update if I ever get the recording feature to work again.


I had the same issues and it is a known fault that Samsung have had since at least 2016. Again I have a older 32 Samsung Smart TV that records with no problems. I also have a Samsung Freesat duel recorded that again works fine.

I had 65KS9500 did not work,  65Q9F did not work, and even the 75Q900R. They all worked for a few weeks and the stopped sceduled recording.  I have copied in the emails I had with Samsung UK CEO office where they admit they have an ongoing issue with this. 

 

paul1277 Hotshot
‎05-06-2018 03:36 PM

Hi Paul, can you please explain what the problem is with scheduled recordings. I have a KS8000 so would I see the same problem? I may need this as ammo is JL don’t come up with an offer.



Thanks

Steve

I will do may best to try to condense the story but it did take over 8 months from start to finish. They will try all tricks to get out of it but as you have seen you have a case because Richer Sounds would not be giving refunds if there was none. I bet the other retailers hate RS. I post the details shortly.

Paul

This is quite a long post but this is Samsung admitting they have a problem with the sceduledrecording on all their 2016 2017 TV's.

It took only a few emails to the CEO to sort, here are the main one’s.

S e a n * * * * * *

Senior Customer Services Executive| UK & Eire

e: ********** moderators will not allow emails so change * to @

t: +44 (0) 330 726 7864

Before that online chats and telephone calls and never once did I get a call back even though they promised they would.

I bought a 65KS9500 from Amazon (first mistake because you loose your section 75 protect). After a couple of weeks it stopped doing scheduled recording. I contacted Samsung online and after 3 or separate chats they advised a full reset. That worked (but I lost all my settings), for a couple of weeks and stopped. Samsung customer service then had me taking photo’s of the TV changing USB drives and I was getting no where. They arranged for Martin Daws to inspect the TV and they changed the one connect, didi not work, then they came around again and changed the main PCB board. Wow it work, for 2 weeks and again stopped. That's when I contacted the CEO and this is the email,

“Yes, it's in respect to my TV not recording which has been ongoing since August without getting rectified. I had Martin Daws round twice to change the one connect and then the main PCB board. It worked for a week after the board was fitted. If I do a factory reset it works for a week then stops working. Martin Daws informed me that they had sent a request to you tech for advice last October and had heard nothing. When I contact your support all I get is to contact Martin Daws, and M Daws say they cannot do anything until they hear from you. I feel like the piggy in the middle. What with the HLG, HDR10+ and smart connect and a TV that will not do as advertised I am getting a little bit fed up.

Thanks

25 jan 2018”





This was there reply



“This issue of scheduled recording and some reports of challenges being experienced remains under review by our Product Support Team at Head Office.

As a result, in light of the number of challenges that you are facing with this television and pursuant to your specific situation if you could provide us with a copy of your purchase receipt we will be happy to consider your claims further.

Regards

Sean ******

Senior Customer Services Executive| UK & Eire

e: *******

t: +44 (0) 330 726 7864

26 jan 2018”

So I did and this came next which was a nice suprise

“Dear Mr L***

We would be happy to exchange for the QE65Q9FAMTXXU as a full and final resolution to this matter.

If this is agreeable I will proceed with arrangements.

Regards

Sean ******

Senior Customer Services Executive| UK & Eire

e: *******

t: +44 (0) 330 726 7864”

Which was agreeable to me and then I got this email,

“On 29 January 2018 at 16:44, UK President <*******> wrote:

Dear Mr L***

Thank you for sending a copy of your receipt as requested.

As previously mentioned in light of the various challenges that you are facing we would like to consider an exchange model for you, as advised this is pertinent to your specific situation.

However, prior to reviewing a suitable exchange we first do need to highlight that the scheduled recording issue is an on-going discussion with our Product Specialists in Head Office and HQ and thus any replacement may encounter similar issues. In addition the Smart Things Extend is not a feature that was released and thus will not be available on any replacement.

We wanted to provide transparency ahead of further discussions but if you did wish to consider the exchange we would be happy to review and discuss further.

Regards

Sean ******

Senior Customer Services Executive| UK & Eire

e: *******

t: +44 (0) 330 726 7864 “

It is in this email where they admit to an ongoing problem with scheduled recording which they had to cover them selves so that I would not send the new tv back with the same issues. I agreeded and they did replace the TV at no cost.

The TV did have the same recording issues as the KS, but worst the the HDR picture was auful and so dull. I put pictures of Star Trek on here and AV Forums to show how bad it was and a lot agreeded. I also sent same pictures to the CEO and he said they were within spec! I was about to hit cloud nine when I continued reading the email,



Paul



On 21 February 2018 at 15:50, UK President <*******> wrote:

Dear Mr L***

We are in receipt of the further photos however our Product Specialists position remains that the panel/TV is not faulty and is within specification.

I feel that we are therefore at an impasse as your request to exchange would not progress this matter to your satisfaction.

Therefore, if you could forward a copy of your purchase receipt for the original product (I cannot see that we have this on record) we will offer a refund payment in respect of this product following collection of the replacement.

Regards

Sean ******

Senior Customer Services Executive| UK & Eire

e: *******

t: +44 (0) 330 726 7864

Samsung Electronics UK
Samsung House
1000 Hillswood Drive
Chertsey, Surrey, KT16 0PS”

As you can see they have offered a full refund which I got.

Hope helps

Paul

 

Sorry about being a bit long but it shows Samsung know about this and are just fobbing their customers off. They are hoping people do not use that function. Here is the ling to the forum page.

 

https://eu.community.samsung.com/t5/TV-Audio-Video/KS-Owners-Refund-usefull-info/td-p/579806/page/5

 

Also @AntS I do not think this issue is solved, Thanks.

Paul

Explorer
Try to do tuning, some people doing it manually, I did automaticly but turned TV of in midfle, then on, then I tuned again, automaticly, now is one month with no problems
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